Easy to use, customizable, very helpful to all employees at this time of pandemic
October 08, 2020

Easy to use, customizable, very helpful to all employees at this time of pandemic

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

Overall Satisfaction with NICE inContact CXone

We use inContact in our daily operations since we operate a call center team. All calls go through inContact. We also use it as time card to ensure that our employees log in on time.
  • Ease of use. User friendly. Easy to understand. Training within the application is available.
  • Call recordings are easy to access. Audit is easy since we don't have to request for the recordings anymore.
  • Access for new users is easy instead of routing everything to IT.
  • Can be accessed anywhere. It doesn't have to be inside a virtual monitor.
  • We can use any phone number to be able to take a call and it will still be recorded per company policy.
  • On the dashboard, it would help if we don't have to scroll anymore. Now, it looks like a screen within a screen. This can improve visualization instead of having to scroll back and forth.
  • Sometimes, when loading call history more than 3 months, the system gets overwhelmed and ends up in error.
  • When my employees connect to their max agent, it doesn't show connected status and they get confused if they are connected or not. Suggestion to have a notification or something that stays in connected status.
  • A sample or test website for trainers so that the employees can still practice using it without affecting the count of calls or call recordings.
  • Agents were more productive since they see their activity and they can be monitored visually even if they are all remote.
  • Audit is a breeze since they get access to call recordings right away.
  • Supervisors and managers can listen to a live call without barging into the call in person. Just being at the background which is extremely helpful especially if the call is going towards an escalation.
Customized reports will be the most important one since we rely heavily on them to get more clients. This allowed us to accurately provide information to our future clients. Being able to add a personalized disposition at the end of the call is also very helpful for audit.
Never had difficulty when it comes to training new people to work on inContact. The platform provides training that all we have to do is provide the link, and they can learn on their own. Making me more productive at work.
I really like this feature since we can customize reports. We don't have to spend time filtering information that is not needed. Makes everthing fast and timely. It is also more accurate.
Yes - I believe in the past, our calls are directly routed to the phone line in which only those with special access can see how many are available to take the call. It doesn't show particularly the names of the people logged at that particular time. It would only show numbers. Also, we have to refresh every now and then to get the numbers which is pretty much not very helpful.
Microsoft 365 (formerly Office 365), Skype for Business (formerly Lync)
It is very easy to use. The interface is user friendly. Easy to log in using any available working phone number which is extremely helpful especially when everyone started doing remote work. Call recordings can be accessed easily. Call monitoring is also customizable since I get to choose what I want to see. Can still be improved when it comes to the dashboard, like the view itself, if we can avoid those additional scrolling, or maybe if we can save the sizes of the columns in the dashboard so I don't have to fix it every day.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Click-to-call (CTC)
Warm transfer
Interactive voice response
Call tracking
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting