Item: NICE CXone
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

inContact is being used widely throughout our company. We are a Phone, Cable & Internet company. We use this to track our agents' calls and to monitor them during calls as well. In addition, we take the data from the agent reports to find information about the agents' call times and log in/out times.

Pros and Cons

Scheduling callbacks are a great for setting aside time to return a phone call to a customer. It also gives you a space to place notes, too.
Agent Report is a great way to monitor agents productivity and patterns.

We can stand to have the schedule area improved. If you were able to hover over "Meeting" and there were details about the meeting or maybe a way to look at the details from the softphone.
More tone options instead of the "dong."

Customization

i wouldn't be able to speak to this intelligently due to this portion of the business is above my paygrade

Usability

inContact combines a lot of our business' old products into one area and saves us the trouble of having too many windows open at once.

Reporting Capabilities

inContact doesn't always capture the information correctly but it is very helpful to have. You just have to check your data.

Products Replaced

Not Sure

Other Software Used

Google Hangouts Chat, DPS Outlook Office, Zoom

Likelihood to Recommend

If the agent wanted to have a good understanding of their own productivity I would suggest inContact agent reports. Always good to be able to see your own progress or errors.

The agent leg is the biggest issue with inContact. It disconnects a lot and will not connect back, even when my internet is stable.

Wow inContact!

Overall Satisfaction with NICE inContact CXone