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Logo of NICE inContact CXone
User review of NICE inContact CXone

Challenging to work with.

- by Anonymous Reviewer

USER SATISFACTION

RECOMMENDATION
3 out of 7
Unlikely
COST EFFICENCY
2out of 7
Very poor
OVERALL IMPRESSION
4out of 5
very good
EASE OF USE
3out of 5
ok
CUSTOMER SUPPORT
3out of 5
ok

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
1
very poor
Call Control
3
ok
Call Queues
4
very good
Click-To-Call
3
ok
International Numbers
3
ok
Call Disposition Codes and Notes
3
ok
Outbound Caller ID
3
ok
Voicemail
3
ok
Concurrent Calls
3
ok
Personalized Greetings
3
ok
Agent to Agent Calls
3
ok

Advanced Routing

Automatic Call Distributor (ACD)
3
ok
Interactive Voice Response (IVR) System
3
ok
Skill-Based Routing
3
ok
Forward To Phone
3
ok
No-Answer Call Forwarding
3
ok

Business Tools and Integrations

Seamless Integrations
3
ok
Computer Telephony
3
ok
Enhanced Caller ID
3
ok
Contact History
1
very poor
Automated Workflows
3
ok

Monitoring

Call Monitoring
4
very good
Call Barging
3
ok
Historical Reporting
3
ok
Agent Reporting
4
very good
Custom Reporting
4
very good

Utilities

Email Notifications
4
very good
Desktop Notifications
4
very good
Custom Permissions
1
very poor
Local Caller ID
3
ok