Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

InContact is used to route calls from customers, as directly and quickly as possible, to customer service. The whole company has used this system and what it addressed was intelligently routing, via integration with Salesforce, calls with as minimal of a phone tree as possible. This helped so much because calls were regularly routed in 30 seconds or less, and because we could infer who they wanted to talk to accurately, questions were answered accurately and on average in less than 90 seconds!

Pros and Cons

Connect to other systems like Salesforce. This helped since Salesforce has a lot of data on the customer's preferences based on past calls, so each call we can get them to the person they want to talk to. For example, maybe the first call they choose Spanish from a list. By the second call we will know they want to speak in Spanish without having to select it.
Send text message reminders to the customer for upcoming due dates. This is great to reduce the volume of outbound calls!
You can change everything the customer hears and experiences quickly. This helps if we have to, for instance, change messages because it's a holiday or if there's an upcoming sale.

The provider themselves have some crashes where calls are not working, or we could not log in, this happens too often (near once a month).
The customer has great experience on calls, but the site the agents log into to receive calls is not customizable. For example making reports and charts about calls haven't really been updated in years.
Sometimes the site and service runs a little slow for agents.

Return on Investment

We have received a lot of soft dollars because of easy customer assistance.
Because we can route intelligently and answer calls quickly it GREATLY reduces calls and AHT, therefore saving hours and hours of money in wages.
The provider failing, or the website having glitches is too frequent which hurts reputation of our call center.

Customization

We have made reports, but we feel they are lacking in customization so data analysts have typically used data downloads to harvest data and then interpret it in tableau. As far as call scripts they help very much! We had for example used them to program in overflows for calls into bigger and bigger pools of skills depending on how long customers wait. We also used REST to integrate with our Salesforce CRM. We also used scripting to program hold music, switching prompts between English and Spanish, and various other things too. The scripting is the biggest strength.

Usability

I give it this rating because just a baseline 5/10 would be call routing to customers in a timely manner out of the box. When you add to the baseline intelligent routing, great hold music, easy callback features, ability to overflow and reroute, seemingly transferring, and on and on, the extras should be 10/10. The reason it falters is just that the website crashes, or there's some maintenance from the provider too often.

Reporting Capabilities

I feel like the reporting is not as customizable as we'd like. We can't obtain new variables easily from calls, and often it was necessary to download a large dump and then interpret the large data dump in another system.

Products Replaced

Other Software Used

Salesforce CMS

Likelihood to Recommend

InContact is excellent if you have a big company, a lot of different departments, and you need customers to speak to an agent FAST. It's so customizable once it's integrated Salesforce and makes it simple to infer exactly where the customer wants to go. For example, if you have a business process like Prospect > Lead > Customer etc, Salesforce can capture whatever state the customer's in and then InContact can read it and be programmed to send a customer to the right agent. InContact is not able to use it's full potential when you have smaller companies with very few calls.

InContact is great for call centers

Overall Satisfaction with NICE inContact CXone