inContact saves!
October 27, 2020

inContact saves!

Alana Pettaway | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

inContact is currently being used by majority of our departments but they are trying to get everyone department wise onto inContact. It helps with incoming calls to clinics and hospitals. We help schedule patients, answer medical questions, transfer to providers, as well as deal with any symptoms and insurance questions and requests.
  • Easy system to learn.
  • Efficient response time for calls.
  • Organized to answer calls.
  • It will refuse calls sometimes for no reason.
  • Display issues sometimes is delayed.
  • Technical issues from time to time if call volume is high.
  • Helps deal with all the incoming calls.
  • Sometimes numbers are lost when being connected to agent.
  • Lots of technical difficulties if volumes are high.
This helps keep agents held accountable for quality of calls and how we conduct business between us and patients.
It's easy to learn and navigate.
Dashboard runs slow when it comes to in real time metrics.
Business and healthcare systems that have a high volume of patients, it would not be appropriate for smaller companies as it would lose the personal touch.

NICE CXone Feature Ratings

Agent dashboard
Validate callers
Outbound response
Call forwarding
Warm transfer
Call tracking
Inbound call routing
Not Rated
Quality management
Call analytics
Historical reporting
Live reporting