From the Tech Agent Perspective!
October 08, 2020

From the Tech Agent Perspective!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

inContact is currently our phone system for both inbound and outbound calls as well as internal transfers.
As far as I know this product is used across the entire organization and works well.
However, some of us in the Citrix VDI environment are able to use the wonderful integrated softphone which alleviates a lot of variables and issues with communication. On occasion the software does seem to have some audio and interface hiccups but overall works very well.
  • Integrated softphone.
  • Call history and parking features.
  • Integration with CRM.
  • VoIP packet and call quality.
  • Team configurations and handling various lines of business.
  • Call queue management and separation.
  • Faster call handling.
  • Seamless and uniform call quality.
  • IVR and internal transfers accuracy.
I do not have enough insight to be able to report on this.
I know that we do not have the full integration with Salesforce like we had previously.
There are no call script pops with inbound calls nor does it search the customer or attempt to via the inbound number.
As a result we have to rely on agent memory and searching our CRM for customer records.
I give inContact a 10 rating on usability as the majority of the GUI is fairly intuitive.
Granted with the limited use of the software's features in my department what we use it for is very quick and efficient.
We are able to quickly identify inbound calls and transfer if required to the appropriate department or agent.
The GUI for Max rarely if ever has hiccups that will prevent us from doing what needs to be done.
As an agent my reports aren't as robust as the supervisors'.
However, the reports I am able to see are very helpful however not always as accurate as we would like.
As the system reports productivity from a call center perspective it's hard to account for all the off the phone work we can do.
It is great as an integrated feature for our company VDI.
However, I find that lack of configuration or perhaps functionality makes managing multiple call queues to the same workgroup a hassle.
At one point we had 4 separate call queues on our previous telephone solution and for whatever reason all of those queues became one pipeline. And we are also no longer able to select the proper outbound identifier so we show up on caller ID as a unidentified or local number which doesn't help our branding. If this feature or capability exists I would hope our team has plans to incorporate it.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Warm transfer
Interactive voice response
Call tracking
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Live reporting