Great inContact Review
October 08, 2020

Great inContact Review

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

Overall Satisfaction with NICE inContact CXone

We love using inContact. It is very helpful to keep our employees connected while we're working remotely. It is easy to check the status of each employee in real time rather than there being a lag. It is easy to check the call you receive each day for follow ups. I am thankful for this useful tool in our business!

Pros

  • Easy to transfer calls.
  • Connects all employees while working remotely.
  • Easy to check the call log for the day.

Cons

  • Sometimes it does freeze up and have to be restarted.
  • Nothing but positive impacts all around!
I have not customized this platform.
inContact is very easy to use and navigate. Even when switching from the thin agent to the max agent, the transition was not difficult.
The reporting capabilities are very helpful to keep up with your contacts and calls each day and have that report handy whenever needed.
Not Sure
Salesforce Community Cloud, Salesforce CMS, Microsoft 365 (formerly Office 365)
I feel it has always been well suited for our company. It has worked very well the 3 years I've been using it.

NICE CXone Mpower Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
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
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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