User review
of NICE inContact CXone
Challenging to work with.
-
by Anonymous Reviewer
USER SATISFACTION
RECOMMENDATION Unlikely
3 out of 7
COST EFFICENCY Very poor
2out of 7
OVERALL IMPRESSION very good
4out of 5
EASE OF USE ok
3out of 5
CUSTOMER SUPPORT ok
3out of 5
PROS & CONS
What are the best aspects of this product?
There are a lot of features that are offered to us on a client level.
What aspects are problematic or could work better?
The product works fine, it is the service and communication level between the client and the company that needs improvement.
What features/services would you like to see in future versions of this product?
Automation on several features. We were billed on several occasions for features that should be basically scaled down or up with user count. Additional ports would be an example.
What specific problems in your company were solved by this product?
We needed a service that could handle our calls and the volume of our calls. InContact did a great job in doing that.
Are you a current user of this product?
No
USER DETAILS
What is your role with this product?
- I manage other people who use it
How long have you been using this product?
1-3 years
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Hospital & Health Care
USAGE & IMPLEMENTATION
How did your company implement this product?
in the cloud
How long did it take to set up this product?
less than 1 week
How many people in your company actively use this product?
most employees
What is the primary use of this product in your company?
mostly B2C
PRICING & COSTS
What was the cost of implementing this product?
Unknown
What is your total annual cost for using this product?
700,000-900,000
How long is your contract with the vendor?
Unlimited
Did you get any discount for this product? How much?
Yes, depends and varies on feature within the contract.
FEATURE DETAILS
Inbound and Outbound Call
Call Recording very poor
1
Call Control ok
3
Call Queues very good
4
Click-To-Call ok
3
International Numbers ok
3
Call Disposition Codes and Notes ok
3
Outbound Caller ID ok
3
Voicemail ok
3
Concurrent Calls ok
3
Personalized Greetings ok
3
Agent to Agent Calls ok
3
Advanced Routing
Automatic Call Distributor (ACD) ok
3
Interactive Voice Response (IVR) System ok
3
Skill-Based Routing ok
3
Forward To Phone ok
3
No-Answer Call Forwarding ok
3
Business Tools and Integrations
Seamless Integrations ok
3
Computer Telephony ok
3
Enhanced Caller ID ok
3
Contact History very poor
1
Automated Workflows ok
3
Monitoring
Call Monitoring very good
4
Call Barging ok
3
Historical Reporting ok
3
Agent Reporting very good
4
Custom Reporting very good
4
Utilities
Email Notifications very good
4
Desktop Notifications very good
4
Custom Permissions very poor
1
Local Caller ID ok
3
