inContact - keeps you connected!
October 08, 2020

inContact - keeps you connected!

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

Overall Satisfaction with NICE inContact CXone

NICE inContact CXone is being used in the Customer Service department for customer and agent phone calls. We have our agent contacts loaded into the inContact system to easily call our agents when needed. Customers call in for pricing, availability, order status, report complaints with shipments, tracking information, technical support, and more.

Pros

  • Transferring calls is very easy.
  • User interface is easy to use and understand.
  • Answering calls is simple and convenient while working.

Cons

  • Lag between the answering of a call and connection.
  • The software takes priority when answering, so when you answer a call while working it's very easy to accidentally hang up on the customer if you are still trying to work/type.
  • It's too easy to refuse a call by accident.
  • Being able to capture KPIs and other stats to analyze usage/customer reporting.
  • Being able to analyze call data/high volume times.
  • Being able to route calls based on region.
NICE inContact CXone is a very user friendly software. The interface is easy to understand and easy to use, even for a new user. I do wish that the ability to see your team's status and your own daily statistics on the inContact agent was easier to get to/view. Overall, the software is nicely designed with easy to identify functions for daily use.
Yes - We used to use Microsoft Lync, NICE inContact CXone replaced Lync about 2-3 years ago. inContact is a much easier to use software for Customer Care.
NICE inContact CXone is a great tool for Customer Service where you need to provide pricing, availability, etc. It is not well suited for intercompany calls, we get a lot of calls to the main Customer Service line looking for specific people within the organization at other facilities in other parts of the world. We then have to provide additional contact information for that person instead of being able to transfer them through inContact.

NiCE CXone Feature Ratings

5.2
Agent dashboard
6
Validate callers
5
Outbound response
Not Rated
Call forwarding
5
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
3
Interactive voice response
7
REST APIs
7
Call tracking
3
Multichannel integration
2
CRM software integration
3
4.6
Inbound call routing
5
Omnichannel inbound routing
2
Recording
7
Quality management
4
Call analytics
8
Historical reporting
6
Live reporting
3
Customer surveys
2
Customer interaction analytics
4
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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