A great tool to stay inContact with callers
October 07, 2020

A great tool to stay inContact with callers

Jorge Nieto | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

NICE inContact is used by our organization to receive phone calls from claimants that need assistance requesting unemployment benefits. inContact is a nice tool to receive business calls. The call handling quality of inContact is really good if you ask me. It's very easy to use and extremely helpful when redirecting phone calls.
  • Easy way of keeping track of worked time
  • Excellent call quality
  • Very responsive hold feature
  • Software glitches not too often
  • Redial button should always be available after a call drops
  • There should be a longer wait for agents to input notes.
  • Don't really know, not the owner of the business/agency
I give it that rating because I find it a very simple tool to receive phone calls that are coming in from claimants. It is extremely easy to put someone on hold. It barely ever glitches, and I don't have to punch in a timecard or anything so that my employers can keep track of the time I work.
I don't really have to do that. The only thing I can do is leave a note based on what was done with the caller. It is a good way to record the progress and work that was done with the caller. Overall, inContact is a great tool to leave notes and comments.
It is a great tool for companies that have to handle a high call volume, such as telemarketing companies, companies that have customer service involved in their services, and government agencies where customer service is key.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Outbound response
Inbound call routing