NICE inContact Review
October 05, 2020
NICE inContact Review
Representative in Customer ServiceConsumer Services Company, 201-500 employees
Score 8 out of 10
Overall Satisfaction with NICE inContact CXone
Nice inContact CXone is being used every day in my organization. It is being used by the Customer Call center department. It is being used every day to address customer needs, and we also help solve customers' problems over the phone. If there are any issues, we contact the supervisor and they come on to address the situation better.
- Track breaks or lunch times
- Track your working hours
- Status changes
- Sometimes it freezes while using it
- Can't change status more than twice in the same log on.
- Calls dropped often
- Positive: Tracking breaks or lunch time
- Positive: Tracking the whole working time
- Negative: It freezes
Unfortunately, I do not have those responsibilities. I am just an agent. I am limited on what I can do on shift while using Nice inContact. If I had the ability to do so, I would customize it to the fullest so us the agent can see what is our call statistic and see if we are on track.
I gave that rating because NICE inContact is a great system for a call center. It is tracking everything we do. From meetings to break times to lunchtime, and our shift times so people don't take advantage of the company. To me, it is a great tracking system. Can't complain about it.
Using NICE inContact for tracking time is one of the best options that the system has. This system is tracking everything so people don't take advantage of time and also people would get paid for the accurate time of their working shift or hours. There's no way to cheat the system.
NICE inContact CXone is appropriate and well suited for all the areas we use. We use it mostly for inbound calls. We barely do outbound calls due to the restrictions that we have. We solve customers' issues with no problem. It is less appropriate when you take a bit longer to change the status and we get logged out.
NICE CXone Feature Ratings
Inbound call routing
Using NICE inContact CXone
We use NICE inContact for the call center portion of the job. It is being used every day without exception. It is tracking everything I mentioned before. I do like it for what I do, but we need more time in between calls for notations.
Evaluating NICE inContact CXone and Competitors
NICE inContact CXone Implementation
NICE inContact CXone Training
Configuring NICE inContact CXone
NICE inContact CXone Support
Problems get solved
Kept well informed
No escalation required
Immediate help available
Quick Initial Response
Support doesn't seem to care
Well for the most part, when you are experiencing issues with NICE inContact, the best thing to do is to log out, clear the browser, relaunch the system, and log back in. Then, it works with no problem. The only issue is only having 41 seconds between calls.