NICE review to get inContact with your customers
October 27, 2020

NICE review to get inContact with your customers

Dennis Schnee | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

It is being used for all calls and chats to the Service Desk by everyone in the company. The Service Desk is the first contact group for computer technical support.

Pros

  • Call routing to next available agent.
  • Flexible in settings for call flow and unavailability.
  • Quick to respond to support requests when there is an issue with the system.

Cons

  • Add dashboard availability to agent level users without having to give them extra authorities they don't need.
  • More control over metrics used in reports to exclude some items. Most notably there should be an option to exclude some unavailable codes (ex. lunch) from the Working Time metric.
  • I'm not involved in financial decisions and don't know the pricing scheme. Based on my knowledge of wanting something inexpensive that works well I can say this is giving my company a good way to operate our Service Desk and properly manage the calls and chats.
The call script was recently modified to include 4 languages in a single script instead of having multiple scripts. This simplified things for future growth if another language is added later on.
We have a few custom reports but mostly we use the pre-built reports. The few we do have are helpful but have become less needed over time due to the API becoming available for pulling all data into PowerBI.
It works really well but like all technology tools has a few areas that could use a little improving.
Reporting works well but there is a lack of information about what some of the available metrics are and how they're calculated. More comprehensive information would be helpful.
Yes - Don't know what was being used prior to using inContact. The Service Desk moved from a contract company to in house and the contract company did not share the name of the product they used.
It's well suited to any kind of call center (service desk, customer support, etc.).
It is not well suited to restaurants, doctor's offices or similar places that have very few to only one person doing the scheduling or where the people aren't at a desk all the time.

NICE CXone Mpower Feature Ratings

7.1
Agent dashboard
7
Call forwarding
6
Click-to-call (CTC)
7
Warm transfer
8
Interactive voice response
7
REST APIs
6
Call scripts
8
Call tracking
8
7.5
Inbound call routing
8
Recording
8
Historical reporting
7
Live reporting
7
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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