Getting inContact
October 08, 2020
Getting inContact
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
My department at Shareworks by Morgan Stanely uses NICE inContact to talk to our customers. It's basically 95% of my job, with some days using it for 7 hours a day. I'm working as customer service and inContact allows me to talk to our clients with ease and also it's a good platform to see what my co-workers are doing as well and to see the stats of how long we've talked with customers. NICE inContact is also a great way for us to keep our statistics and keep a record of our KPIs.
- Really good user experience, things are easy to find
- inContact does a great job of keeping KPIs at my job
- Short learning curve on this platform. Makes my job easy.
- Graphics on inContact are glitchy, for example, the different displays are combined into one and I can't read it when it's jumped--works well 99% of the time
- Sometimes inContact servers are down and it affects everyone in my department as we can't assist.
- Not sure what's happening but sometimes when doing call transfers to another agent the calls stop recording, which has happened before but it's rare.
- Conference sometimes has issues, sometimes when doing an outbound verification to a participant and then transferring it to another agent the call drops completely.
- Great for KPIs
- Lovely software
I have not used the customize software features, but my managers have. It helps me fill out what types of calls I had. We don't use scripts in our business. It allows us to keep a record of what calls we deal with and provides a good indication of what calls we expect to receive in the future.
Not Sure