Call Center Management Made Easy
October 07, 2020

Call Center Management Made Easy

Oswaldo Martinez | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

inContact is used across our whole organization, from team managers to WFM to QA analysts. We are able to track and monitor the interactions with our customers to help improve our service, review any necessary feedback, and push for changes to our processes. We even base our specialists´ salaries on the connection time through inContact.

Pros

  • Easy to use interface.
  • Ability to create customer reporting.
  • Great quality of call recordings.
  • Multiple tools for management purposes.

Cons

  • More filters to use when searching through call history.
  • Tutorials for beginners when creating custom reports.
  • Assure all reporting reflects one singular time zone.
  • Increased ability to monitor quality of interactions.
  • Transparency with clients.
The only thing holding inContact back from a perfect 10 is that reporting is not too friendly for new users. Tutorials would be greatly appreciated.
inContact works perfectly for random call monitoring/analysis, even live monitoring when necessary. This allows for a range of coaching tactics that can be utilized when providing feedback to a specialist. Data from the calls can also help identify AOPs for management for our Learning and Development department to improve new hire training.

NICE CXone Mpower Feature Ratings

9.5
Agent dashboard
10
Validate callers
Not Rated
Outbound response
8
Call forwarding
9
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
9
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
Not Rated
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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