Great Solution To Drive Customer Experience
Updated April 05, 2021

Great Solution To Drive Customer Experience

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use Nice inContact as our all-in-one contact center platform for our customer service team. NICE inContact works well for call and chat routing. The reporting is robust and can be customized to provide the most detailed information that you could ever need to understand your business and drive performance. It works well for an omnichannel platform to handle all modes of contact that your business may handle.

Pros

  • Call routing
  • Omnichannel
  • Chat
  • Custom reporting
  • Custom scripting

Cons

  • Email handling still could use some work
  • More feature-rich surveys
  • More customization for dashboards
  • More detailed instructions for some features
  • Helps to serve our customers efficiently
  • Drives the customer experience with their Echo Survey platform
  • Handles calls effectively and drives agent performance with the entire platform suite from calls, chat, emails, SMS, surveys, WFM, and quality management.
NICE inContact is a wonderful system that drives both customer and employee experiences to world-class levels. The system is easy to use and learn. There are multiple channels that can be utilized to understand and learn the nuances of the platform. Whether your needs are just basic call routing or an advanced contact center solution, inContact has you covered.
Yes - We replaced a Cisco phone system with the inContact platform. We were spaced out between multiple locations and needed a more disaster recovery-oriented solution than the on-prem system. We reviewed several platforms but landed with inContact due to its vast array of solutions that come packaged together. This allowed us to condense multiple systems down to 1 solution.
Microsoft Teams, Microsoft 365 (formerly Office 365), Microsoft Power Automate (formerly microsoft flow)
Nice inContact is well suited for a contact center where you need an omnichannel solution. You have the option to add in the robust IEX WFM solution, which is worlds above most other WFM solutions and will help drive productivity within your organization. We have used inContact for the last 3 years and love the system.

NICE CXone Mpower Feature Ratings

8.5
Agent dashboard
10
Validate callers
6
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
6
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
5
6.7
Inbound call routing
8
Omnichannel inbound routing
8
Recording
6
Quality management
7
Call analytics
6
Historical reporting
9
Live reporting
7
Customer surveys
4
Customer interaction analytics
5
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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