All good!
Updated November 20, 2020

All good!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with NICE inContact CXone

It's being used for almost all the organizations to receive calls, chats, and emails. In my department, for example, is used to attend the person request through chat, email, and phone call. We provide IT support to all our company's employees and have not received any complaints about how the InContact works.
  • Shows inContact status and time as available or busy.
  • Does not take to long to load.
  • I like the colors.
  • Shows a notification when a new contact is coming..
  • It is easy to log in.
  • We can monitor the agents status.
  • We can do live monitoring.
  • The way to navigate through inContact
  • How we transfer the contacts.
  • It should be easy for us if we can have a search option to look at a user directly.
  • It has an improvement on the time to receive the contacts.
  • It's easier to navigate to the agents.
  • It does not complicate.
The IT department has created different tasks so the technician can be able to receive contacts and manage them. Also has implement scripts for the chat where it is easy for us to introduce our department and ask for the issue description so we can have a resolution faster than expected.
It is very usable. We have a lot of tasks, we can do multitask at the same time for that reason we have a better performance at our service level because can handle calls and e-mails or chats and e-mails. Also, we can decide how the queue is going and put on priority one to some technicians.
It is perfect to attend the contact that we received because it is easy to navigate through chats, emails, or calls and it is very clear how to change our status on inContact. However, the administration part is difficult to navigate, for example, to look for a user profile, station ID, or any user information.

NICE CXone (formerly NICE inContact) Feature Ratings

Agent dashboard
10
Warm transfer
10
Call scripts
10
Inbound call routing
10
Customer surveys
8
Customer interaction analytics
10

Using NICE inContact CXone

1000 - It represents customer service, collections projects, sales projects, administration staff, and IT staff. Almost all departments use inContact. Almost all the agents for all the projects KM2 handles use inContact to take calls, chats, e-mails, reports, view and handle the campaign queue, and comparative reports.
10 - The only one who has the access to manage the inContact support are the higher technicians and also the Workforce team. The higher technician takes care of troubleshooting any InContact issues when it is presented and the Workforce team handles any account creations for new people in the company to join the inContact features. This makes a better communication between all of us.
  • Reporting
  • Calls
  • Chats
  • E-mails
  • Manage the skills
  • Manage the queue
  • ETC
  • Creating scripts for the users.
  • Making the task bar easy access.
  • Creating different colors.
  • Future reporting
  • Call recordings
  • Manage more skills
  • Elevate permissions
  • Account administrator
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.

Evaluating NICE inContact CXone and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Positive Sales Experience with the Vendor
  • Analyst Reports
The most important factor in my decision was the easy way to manage the Nice InContact Cxone, I will highly purchase this product again no matter what's the price and the main reason is that I can manage all of the usable features in one only software and will be easy for me to navigate through it.

NICE inContact CXone Implementation

It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Change management was a big part of the implementation and was well-handled - It has a lot of changes but the ones that I like were that users can be monitored easily. I never asked for assistance to use it because it is easy to learn by myself and in case I do not have the answer I ask a coworker and they know about it.
  • The login issues
  • Accommodate to how find the reports

NICE inContact CXone Training

  • Online training
  • in-person training
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.

NICE inContact CXone Support

ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
For example, when we have a down in all our company, all the users were unable to login due to an error message so we proceeded to get your assistance and the issue was resolved and escalated as soon as you received it. We were trusted that you could resolve it.

Using NICE inContact CXone

ProsCons
Like to use
Relatively simple
Well integrated
Consistent
Quick to learn
Feel confident using
Familiar
Difficult to use
  • End a contact
  • Find users account
  • Password reset
  • Unlock accounts
  • Updates account profiles
  • Find a users account
  • Find a station ID