inContact Oct 2020
October 27, 2020

inContact Oct 2020

Chris Eldridge | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

All of my location utilizes inContact for both internal and external calls. My understanding for the main purpose is to control what the customer's caller-ID shows when receiving, so that any phone calling will display the number for our customer service center.

Pros

  • Easy to use.
  • Compact utilization.
  • Easy to use with physical phone.

Cons

  • Often crashes.
  • Weekly occurrence of inability to call out-of-office..
  • Does not cooperate with any other internal communication methods.
  • Calling is simpler, reducing time on specific issues.
  • Calls are recorded more easily and clearly.
  • Utilization of internal information simplified.
I am not a manager and do not have access to any form of customization.
Using the system is very simple and easy to understand however points are lost with how often there are problems.
I am only aware that the reports exist, I do not have access to them. However I have been told they are "exactly as needed."
Not Sure
Any situation in which there is a need to call a customer, it is easy to do so and simple to transfer calls when needed. The only real issue I ever have with inContact is when I am unable to make or receive calls.

NICE CXone Mpower Feature Ratings

6.4
Agent dashboard
5
Validate callers
5
Call forwarding
5
Click-to-call (CTC)
9
Warm transfer
9
Call tracking
5
Multichannel integration
7
6.0
Inbound call routing
5
Omnichannel inbound routing
5
Recording
5
Quality management
5
Call analytics
8
Historical reporting
7
Live reporting
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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