Item: NICE CXone
Rating: 10
Author: Mario Rivera

Use Cases and Deployment Scope

NICE inContact has been really helpful for the last 2 years. We use it to improve our sales. Not all the organization is using it but the sales department is. We use it as a progressive dialer. We upload daily leads, and they make the calls. We have reached a lot of new people with this new way of doing business.

Pros and Cons

Dispositioning calls
Tech support response time
It's pretty easy to change
Easy to use
Any area code numbers
Monitoring

Predictive dialer
DNC or scripts lists
Transferring calls
Hanging calls up will get stuck sometimes

Return on Investment

We've saved money.
We've reached more people.
We're growing our Simplex family.

Customization

It's really easy to use and modify. We have created a whole new dialer according to our needs and so far we have increased our sales by a significant 30%. We made some integrations and they were pretty straightforward, with no run-around or difficulties.

Usability

It's not perfect but it will cover your needs and that's important. Across the last years they have been improving a lot, their audio quality and other features. I give 9 because its really easy to use it, you can learn it in 5 days to manage and monitor everything. It is a big tool, and it has all the features for those who like to create groups, teams and create them a skill.

Reporting Capabilities

They have a whole full range of reports, they have automatic reports, pre-built reports, and reports that you can request to use their specific tool for reporting, dashboard, numbers, and much more. InView is more accurate, however, inContact reports are not accurate only because they have a delay time of around 5 seconds which is normal because they are live.

Products Replaced

Other Software Used

Cisco Jabber, Zoho Assist, Pipedrive, DocuSign

Likelihood to Recommend

Sometimes we have audio issues for approx. 5-8 minutes straight, dead air, and calls cutting up. NICE inContact will call every number you put on the list and will let you create your own settings and changes. They are missing a brief pop-up when someone is trying to reach you or you can't see like the specifics lost calls or numbers.

inContact is really NICE.

Overall Satisfaction with NICE inContact CXone