inContact keeps getting better
October 23, 2020
inContact keeps getting better
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use NICE inContact CXone to manage inbound and outbound calls for a multi-client enterprise mobility management company. Our helpdesk relies on inContact for managing queues, recording calls, and allowing outbound follow-ups. Currently, due to Covid-19, almost all our employees are 100% WFH and the integrated smartphone feature has been of particular value for us to allow our technicians to take calls from their computers without a hard line.
- Queue management
- Integrated smartphone
- Usage reporting
- The interface takes up a lot of acreage on my screen. I wish I could collapse it and still be able to see only vital info.
- I'd like to see a horizontal interface with drop-downs that could close when not being used.
- A Chrome extension/plug-in would also be really handy.
- I'd like to have more flexibility with the interface: choose font, adjust colors, etc.
- I'd REALLY like to be able to just hit "return" to dial a number in the softphone.
- It's an integral, vital tool for my job. As a daily user, it saves me time.
We've been able to do a lot with inContact that is specific to our business, especially regarding management of the helpdesk.
Not Sure