Item: NICE CXone
Rating: 1
Author: Verified User

Use Cases and Deployment Scope

inContact is used throughout our entire organization. My team and I have problems, multiple times a day, where inContact freezes, quits working, or does not allow us to answer phone calls. We have to stop working, log out and log back in, causing us to lose valuable minutes with a guest on hold. The majority of the problems I've encountered with inContact is that it does not work as a CRM.

Pros and Cons

It makes calls.
It transfers calls.
It, on occasion, answers calls.

It would be nice if it answered every time we hit "accept."
It needs to actually record all calls, not just some.
The tracking of phone numbers could be easier.

Usability

It has been pretty frustrating to use. When my company switched us to inContact, I had a much harder time reaching the guests I intended to call.

Reporting Capabilities

I've easily found every report I've needed. Even stumbled upon some reports I didn't know about, but thought were useful.

Products Replaced

Yes - It replaced our old phone system and CRM. And none of the representative-level employees wanted to replace them. It has been 4 years and there are still complaints among the representatives about the "new phone system."

Other Software Used

Microsoft 365 (formerly Office 365)

Likelihood to Recommend

I can't think of a specific scenario.

inContact? More like noContact.

Overall Satisfaction with NICE inContact CXone