NICE CXone Reviews

I use this everyday for my job. I am a supervisor so i need to be able to keep my eye on things and make sure everything is going according to schedule. With NICE inContact, I am able to watch all of my coworkers and direct each one to what task they need to be doing. Giving the okay to break or lunch and seeing who is on the phone, this is all simpler and possible thanks to the "Agent List" that we have set up on our NICE inContact dashboard. You can have as many dashboards as you need. Each person can have their own or you can all use the same one, whatever works best for your company.

It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum. 

The dashboard: It can keep an eye on more then one thing at once, which makes my job a little less stressful. I have many sections open everyday: Agent List, Call/Contact List, Service Level, and Queue Counter. The wonderful thing about this is that you can have as many or as few things on your dashboard as you want. You can adjust it to how you want and what makes it easier for you. I also like that there is a option to use an integrated Softphone. If you do not have a actual phone to use, this is very helpful. 

I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended. 

Three years.

Stability-wise, it is a 10 out of 10. I have never in three years been unable to do my job because of NICE inContact not working.

It is simple to change your settings to what you need/want them to be.

I personally have never had to reach out to their customer service or technical support.

I have not used another platform. 

I did not do this part.

I was not part of this process.

This is not something that I take care of for my company.

I was not in charge of making the switch. My company started using NICE inContact before i started working here.

If you are wondering if you or your company should use NICE inContact, I would suggest reaching out to them and asking for a demonstration. Totally worth it! It is super simple to use.

The most valuable feature of this product would be the overall structuring of the content and guides. It is very easy to navigate through the different modules and to set content hierarchies. From an end user's perspective, it is very easy to find what you are looking for through the guide hierarchy or by simply using the search bar.

Before MindTouch, our users had to constantly look through our old PDFs to find answers; many times not finding what they needed in the maze of the individual docs and then, had to call customer support when they became frustrated. Converting our PDFs to MindTouch is like adding a huge new feature to our software product line and it has, so far, had a great approval rate amongst our clients.

Since we use this product as a resource for both the customers and employees, I would say it has also improved the ways our staff accesses information, which in turn improves overall efficiency. Instead of having to search through bottomless company-wide folders, SharePoint sites or past emails, any information regarding our solutions can be easily found and accessed.

I think that there could be improvements in the actual structuring and formatting of content, i.e., when creating topics and guides in MindTouch. Although they advertise that you can simply “copy and paste” content, I found this product to be tricky when doing this; it lacked clean formatting. There aren’t a lot of options to style the content as compared to programs like Microsoft Word (such as formatting tables, lists, etc.) and I found that often I had to settle in terms of styling the content as close to my ideals, that the product would allow.

I have been using this solution for approximately six months, i.e., since we purchased/implemented the product, at the end of December 2016.

We have not encountered any issues with the stability so far.

We have not encountered any issues with its scalability.

We did not have a solution before MindTouch.

The initial setup was fairly straightforward. They provide online training and support for new users. They, also, provide a detailed walkthrough of setting up your product. It is easy to get technical support when needed, during this process.

My advice for others looking into this product would be to ask them for help at the initial implementation and then go-live. They have contract resources to assist with migration, as initially importing the guides with little experience in the solution, can be extremely time consuming and problematic.

Our use case is to: 

• receive and make calls
• receive and send out emails
• obtain phone recordings

We are able to see the calls in queue and able to see if someone is available or not.

The agent list is the most valuable feature because we are able to see what each person is doing.

There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release.

I have been using inContact for one year.

Organ/Tissue/Eye donation call center.

inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not.

The ability to send texts to phone numbers via inContact is the most valuable feature. 

inContact should offer a way to send faxes.

I have been using inContact for one year.

The only thing I liked about this was the fact that you can create an online help system where information changes dynamically.

I was using a very old version (2010), and the user interface was bad making it difficult to perform simple tasks. However, I understand they have a cloud based system that is worth checking out and is much improved.