NICE inContact CXone Review

PROS: Visibility to agents working and IVR functionality is about the only consistent modules that have worked.

CONS: Calls being recorded consistently, less outages or compensation for the numerous outages that there are, timely responses from inContact team when there are urgent escalations, resolutions, etc.

PROS: This product overall is very easy to use and is user friendly.

CONS: It can be very slow and have a delayed reaction. I feel I work faster than the system and it cannot keep up.

PROS: Easy to setup and install. Works well once it's on the PC

CONS: The licensing for the software could be easier to transfer between computers.

PROS: Seamless experience and user friendly interface helps work easily. Loved the inTouch product which is no longer in use.

CONS: When using the Central page to make changes for agents/skill proficiency we are able to view only 10 agent names at a time. This should be increased. The dashboard used to view calls, agent names etc can be redesigned to change module size and font size - currently the font size is too small even if the module size is changed.

PROS: The best aspects of the product is the RoboDialier, as we can automatically update our customers regarding any issues with their packages.

CONS: The issue of removing an agent is very problematic, also supervisory controls definitely need improvement.

PROS: There are a lot of features that are offered to us on a client level.

CONS: The product works fine, it is the service and communication level between the client and the company that needs improvement.

PROS: No on premise installations except a browser plugin for Salesforce.com connectivity. Robust IVR capabilities. Rock solid performance (three years no outage)

CONS: Report writing is a bit funky would rather use Power BI or other tools.

PROS: CXOne is easy to deploy and maintain. The MAX Softphone agent is perfect and allowed our call center to move to an all remote situation quickly when we were forced to close parts of our office due to COVID-19.

CONS: The IEX WFM tool is hands down a winner when it comes to forecasting and scheduling, however the UI is dated and the reporting has a lot to be desired.

PROS: A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable up time.

CONS: Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration.

PROS: The ease of use is the best part of the product. It is very simple to use, especially from an agent perspective, which allows training of the platform to be pretty quick.

CONS: There are times where the system has maintenance which disrupts the platform. There are also times (rarely) where the platform goes down.

PROS: This product was choosen due to it's scalbility. Once purchased we found a stable platform, our service deliver SLAs were restored, real-time visability (which we did not have prior), and an excellent call back feature. The WFM tool is simple yet the results are spot on.

CONS: We sometimes struggle on troubleshooting any problems that we come across. It can be frustrating to open up a ticket and have to wait on a reply. We are quickly learning internal versus external issues. The product is very stable so this does not occur often.

PROS: The platform is very easy to use for all groups (Operations, Quality, Training, WFM, etc).

CONS: Training is only offered in the US. Considering support is located offshore, we are hoping training should be made available to these locations as well.

PROS: InContact offers a flexible developer console that enables you to do a lot with your telephony scripts. Plus, their API is quite powerful.

CONS: There are stability issues with the software. Plus, the customer support is not the best as they leave you to fend for yourself. The company is not keeping up the times and has not adopted innovation and new technologies.

PROS: There are quite a few things that I like about this product, there is the ease at which it integrates with other products. The product support and it is very user friendly.

CONS: The agent data does not seem accurate or it is properly explained. Based upon real activities the data provided is not reflecting what happened.

PROS: First of all, this is SaaS-based call center software that is perfect for increasing the quality of leads and to minimize the cost of client interaction. It has lot of features that allow us to connect with their customers through various channels like inbound/outbound voice, social media, email, voice mail and other.

CONS: They could make the reporting simple and they could improve the graphic design of the UI. In addition, sometimes the system runs slowly.

PROS: InContact is an easy to use and reliable call center service. It is cloud-based and enables us to quickly route calls to the right people. The IVR system is great for self-service and for routing calls.

CONS: I have no complaints as the system fulfills all our needs and expectations. The call routing feature is a big boon for our company.

PROS: It is easy to route calls to the appropriate individuals and departments. You can use the software to rotate your inbound calls between your sales team members.

CONS: This is a minor issue but sometimes we receive calls meant for other organizations. This wrong number annoyance happened a few times last year. But it does not have any impact on the efficiency of the system.

PROS: I like that it doesn’t require maintaining own hardware and knowing that iNContact constantly upgrades the software and ensures lot of location redundancies. But the best thing about it is its care for the customers. I’m happy that I know to do lot of things with this tool like allowing the scripting platform to take a look at the incoming phone numbers and route them based on the place.

CONS: I cannot drag and drop a call from a dashboard. When we have call that is on hold and we don’t have specific agent available with specifc skill it takes few clicks away in order to get that skill assigned to someone else available.

PROS: This is most reliable service and easy to use. I like that it’s cloud based call center and because this means that we can route calls quickly. Thanks to the IVR system we are able to route calls because it is self service.

CONS: The call routing is extremelly helpful for our company, I haven’t found something to dislike about it.

PROS: You can easily transfer calls to available colleagues. Plus, you can record the calls for training and management purposes.

CONS: The software develops glitches sometimes which make it sluggish and slow.

PROS: All our departments can use this system, that’s how flexible this tool is. It allows us to rotate our inbound calls among sales team.

CONS: Sometimes an outside call that is not from our organization would come through the contact number. Unfortunatelly, its tech support team doesn’t believe us that this is possible and they don’t help us to solve this kind of issue.