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User review of NICE inContact CXone

Highly Customizable Solution

- by Ryan Arnold

USER SATISFACTION

RECOMMENDATION
6 out of 7
Very likely
COST EFFICENCY
6out of 7
Very good
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
4out of 5
very good
CUSTOMER SUPPORT
4out of 5
very good

PROS & CONS

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

What features/services would you like to see in future versions of this product?

Using Studio for the first time can be quite daunting. Some training hours included in your contract would be beneficial.

What specific problems in your company were solved by this product?

nContact has allowed us to completely customize the end user experience. We have tied in the workflow with some of our custom applications that allow the caller to retrieve data without the need to speak to an agent.

Are you a current user of this product?

Yes

USER DETAILS

What is your role with this product?

  • I use it myself

How long have you been using this product?

1-3 years

COMPANY DETAILS

What is your company size?

More than 100 Employees

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?

several employees

What is the primary use of this product in your company?

both B2B & B2C

PRICING & COSTS

What was the cost of implementing this product?

Implemented before I was hired

What is your total annual cost for using this product?

~$40,000

How long is your contract with the vendor?

1 year

Did you get any discount for this product? How much?

N/A

FEATURE DETAILS

Inbound and Outbound Call

Call Recording
4
very good
Call Control
4
very good
Call Queues
4
very good
Click-To-Call
4
very good
International Numbers
4
very good
Call Disposition Codes and Notes
5
amazing
Outbound Caller ID
4
very good
Voicemail
4
very good
Concurrent Calls
4
very good
Personalized Greetings
4
very good
Agent to Agent Calls
4
very good

Advanced Routing

Automatic Call Distributor (ACD)
5
amazing
Interactive Voice Response (IVR) System
4
very good
Skill-Based Routing
5
amazing
Forward To Phone
4
very good
No-Answer Call Forwarding
4
very good

Business Tools and Integrations

Seamless Integrations
5
amazing
Computer Telephony
4
very good
Enhanced Caller ID
4
very good
Contact History
4
very good
Automated Workflows
5
amazing

Monitoring

Call Monitoring
4
very good
Call Barging
4
very good
Historical Reporting
5
amazing
Agent Reporting
5
amazing
Custom Reporting
5
amazing

Utilities

Email Notifications
4
very good
Desktop Notifications
4
very good
Custom Permissions
4
very good
Local Caller ID
4
very good