Excellent, Agile Contact Center Platform With A Few Minor Quirks
Updated March 23, 2021
Excellent, Agile Contact Center Platform With A Few Minor Quirks
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We operated several small call centers through CXone Omnichannel routing. Based on campaigns or marketing initiatives, we scale both size and focus appropriately (social Click-To-Calls, Outbound direct recruiting, SMS Campaigns, etc.). Most of our operators are remote and remotely managed. We can shift operators from campaign to campaign and even client to client (if contractually enabled) for better agility, etc. We are heavily focused on analytics and providing clients with granular reporting on engagements and the like.
- Easy to scale employee count, POCs, hours of operation, etc.
- Non centralized infrastructure with multiple physical data centers for stability.
- Browser-based operator interfaces and VOIP requires minimal overhead.
- SMS integration needs to be modernized for automation.
- IVR Scripting is outdated and proprietary and must be handled by InContact.
- Reporting/analytics is robust but has high learning curve.
- We have been able to quickly spin up demo contact centers for client proposals.
- Creating new contact centers based on previous models lessen expenses.
- The ability to scale to accommodate high volumes based on new campaigns have made us agile and adaptable.
Customization of call flow dynamics or SMS integration is laborious and proprietary. We have had to use 3rd party contractors in some circumstances to build out the clients needs. However, routing, skill assignments, reporting, and analytics are fairly robust and modifiable by supervisors and program directors. Customized reports are generally required by our client contracts and the variables are fairly unlimited.