inContact meets our business needs
Updated April 29, 2021

inContact meets our business needs

Sam Livermore, MCP, iTIL | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We have implemented inContact as our call center phone system. We added a dialer that allows the groups to effectively contact our leads in a much faster rate than manually dialing. The cloud based system has also provided remote capabilities during COVID-19 that was critical in keeping our business going while at the same time keeping our employees safe.

Pros

  • Cloud based connectivity.
  • Reporting provides details of each agent.
  • Built in softphone.

Cons

  • Reporting, expand to provide more details.
  • Softphone needs more compatibility.
  • Support.
  • Little hardware costs, only headsets.
  • System updates, provided, not having to staff or plan for.
  • Remote capability in a crisis, and COVID has solidified this need for business continuity.
We are highly customized for our environment. We have a VoIP admin who has worked directly with your administrators to provide this customization along with user and admin training during cutover to this new platform. The training provided a seamless migration to this new system and set us up for success. We have added more reporting, so it is nice to have options when the system has limitations.
The system is always online and we have not experienced any outages. The additional customization allows for us to use the system in a way that meets our business needs, and there is always support when any issues come up. The call queues allow us to direct calls to the appropriate departments for efficiency.
The reporting is pretty basic out of the box. When trying to use KPIs to manage your team and their goals, the built in reporting isn't enough. We have had to get with a 3rd party to get better reporting, so I think the reporting could use some improvement. On the plus side, their API allows other companies to augment this deficiency and provide us with the reporting solution we needed.
Yes - We replaced an on premise PBX, Digium. The hardware costs, support and maintenance and circuit costs warranted the move to a more reliable platform. We evaluated several cloud VoIP providers and NICE inContact always came to the top. Gartner also had really good reviews, and this steered us to your product.
Call centers can use this system with an internet connection and little to no hardware. The compatibility for headsets is great, and uptime is within industry limits of 99.999% uptime. We have not experienced any outages in the first year and that makes this a solid platform.

NICE CXone Mpower Feature Ratings

8.4
Agent dashboard
10
Validate callers
8
Outbound response
10
Call forwarding
7
Click-to-call (CTC)
8
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
9
Call scripts
8
Call tracking
6
Multichannel integration
Not Rated
CRM software integration
8
7.2
Inbound call routing
7
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
6
Historical reporting
7
Live reporting
7
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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