If you have a big budget and need data, it's a good solution
October 07, 2020

If you have a big budget and need data, it's a good solution

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We use inContact as our primary contact center software. As the department head, I love the oversight it gives me and the accountability it gives my team in terms of how they use their time. I also love all of the data it gives me access to so that we can see not only how many calls, chats, emails, etc., but also see breakdowns like SOA, abandons, language, and much more.
  • Track rep activities and time in a detailed way.
  • Provides lots of granular data for hiring and efficiency reviews.
  • Hard to customize yourself if you go with a more tailored solution.
  • Support can sometimes be hard to get and requires several layers of tickets.
  • Requires a lot of initial training to use and adjust to as it's not always intuitive to use.
  • Made reporting and tracking SLAs and stats easier.
  • Very expensive solution that's hard to customize without backend ad hoc assistance.
  • Easy to provide SLA and reporting to clients.
  • Takes a lot of adjusting and training to get started with due to complicated interface.
I love being able to create customized reports as I need them and to send reporting to our executive team. However, because we had a customized solution on the back end using their programing software, Studio, with rare exception, we have little control over our own customization in terms of our call routing, call system, etc. We have to go through their team to make changes to our IVR or routing at an additional cost that's quite steep.
Once you get used to it and have learned how to get to the information or sections you need, it's great and fairly easy to use. However, there are lots of parts that are not all that intuitive so it does take a lot of upfront and continual training to learn how to use the system and it's features.
The reporting capabilities are excellent. It has so much data, probably more than most companies would need, but it's all there for you to use in whatever way you need. My only quibble is that it's not always intuitive on what different data sets mean and there's a lot of trial and error that occurs in creating custom reports sometimes.
Yes - We replaced RingCentral's Call Queue tool as it did not have enough reporting capabilities for us to be able to provide SLA data to our clients or properly track our call center employees.
If you manage a large team or a team where your workers are remote and managers or supervisors need detailed visibility on how your reps and support contacts are performing, this is an excellent solution. It also has a lot of granular data related to call, chat, and email stats that can be used to determine hiring needs, efficiency, and organization. This also makes providing reporting to clients on contract SLAs easy and quick to provide.

If you have a small call center with only a single number and oversight is not difficult, this is a very pricey solution. If you don't have contractual SLAs that require more specific data than the standard volumes, times, etc and you don't expect to need to scale or have a standardized way your support is set up with little customization, this is a much larger solution with many more bells and whistles than you would need to run your business or support team.

NICE CXone Feature Ratings

Agent dashboard
7
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
6
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
7
Multichannel integration
7
CRM software integration
Not Rated
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
9
Historical reporting
10
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated