Swiss Army Knife

They are a fair and firm company that says what they will do, and they do what they say.

Pros

There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Cons

I wish that there were sentiment analysis for the SMS side of the omnichannel.

Have been using NICE inContact since 2009

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

Pros

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Cons

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

Terrible Onboarding Experience

It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.

Pros

Up time is good, WFM integration with the basic telephony is nice.

Cons

The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later. When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.

NICE inContact for Call Center Management

At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :).

Pros

Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities. 1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization. 2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls. 3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates. 4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on.

Cons

Some of the thing s I least like with the software are. 1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. 2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded.

InContact Review

Pros

Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Cons

Analytics are hard to use and are not accurate based on what I know. InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months. We need additional widgets in the dashboard but can't get them.