You Are InControl
October 29, 2020

You Are InControl

Matthew Coggins | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE inContact CXone

We do healthcare marketing for pharmaceutical companies. It allows us to get into contact with a colleague at a moments notice whether or not their cell phone is on. It is used across the whole company and it is very efficient. It allows employees to keep track of their time and their outbound/inbound phone calls. However I can say the numbers take a little while to update such as outbound and inbound calls or your break time on the detailed report. Other than that the software has little to no flaws... that is the only thing that needs to be fixed to make this software better. Overall 4/5 Stars.
  • It gives the user total control.
  • Superior team connection.
  • Boosts production.
  • Boosts efficiency.
  • Call count numbers updating faster.
  • Increased update speed of the Available time/ Unavailable time/ working time total record in an active session.
  • New clients.
  • Better service.
Very effective for its purpose... It is good to make and receive phone calls and stay in contact with your colleagues.
There is room for improvement... The software can be updated to provide real time numbers for number of calls and time tracking.
It is great for making and receiving inbound and outbound phone calls and reaching out to colleagues. It is not a good software to track your hours.

NICE CXone Feature Ratings

Agent dashboard
Outbound response
Click-to-call (CTC)
Warm transfer
Call tracking
Multichannel integration
Inbound call routing
Omnichannel inbound routing
Quality management
Call analytics
Historical reporting
Live reporting