Item: NICE CXone
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

It is being used across the whole organization of our client. We use it to contact applicants and potential candidates for an opportunity to work in our organization that we support. It addresses ultimately the needs of our client's staffing as this is the only way we can contact people overseas. Since we are from Manila, inContact addresses the problem of connecting with our clients with the utmost convenience and a straightforward process.

Pros and Cons

Reliable connection, there isn't a time that I got disconnected on a call and also the sound quality has never been bad.
Nice inContact also lets you customize your own voicemail which is really a nice feature when you're getting a call from someone overseas.
User friendly UI. inContact's GUI is very simple and straightforward but very efficient.

No Messaging function. It would be great if inContact can provide a user the ability to message someone and not just call.
Can't save contacts. It would also be beneficial if we could track each number and saving each contact for us to reach out easier.
Hotkeys via Keyboard. There can be a time I'm not hearing any calls from someone and it would be nice if I could answer or pick up the call via a button that I can map.

Return on Investment

We've been getting good response rates when doing outbound calls using inContact.
inContact helps us reach our target for our client since we use this day to day.
It could be better if it has a messaging option for us to not rely on a different tool for text messaging.

Customization

I have tried creating my own voicemail or personalized call script whenever somebody gives me a call. This is really helpful on our business since we mostly do outbound calls, whenever we log out of the platform at least we have a voicemail that routes the caller to our personalized call script. This lets them know that we work for our clients and gives us further legitimacy.

Usability

inContact's overall usability has been nothing but stellar when I use it. The ability to quickly call someone overseas has definitely been easier thanks to its simple UI. It also has a call history so that you know who called and to also check on how many calls you did on that day. I can say that inContact manages to excel in voice calls but needs a messaging system.

Reporting Capabilities

We have access to pre-built reports which show the volume of how many you called, how you spent your day, and how you spent your time with your contacts. Another helpful feature is we can export these values unto different fil types such as Word or Excel, allowing more freedom to create your own report. The reporting system of inContact also gives you a comparison of how you are doing compared to your other team members so that you know where to improve on.

Products Replaced

Other Software Used

Cisco Webex Meetings, Microsoft Teams, Indeed Resume

Likelihood to Recommend

I use NICE inContact every day to get my work done. I use inContact in reaching out to people for us to hire for our client. There hasn't been a day in which inContact didn't work. Although it would be nice if we could log off the app via just closing the browser since there are some instances we leave it open.

A NICE Way To Connect With Your Network

Overall Satisfaction with NICE inContact CXone