Marg NICE inContact CXone

The ability to record calls for both inbound and outbound calls is very helpful.

The platform is not user friendly. The SalesForce Agent console is too small and cumbersome to use. The reporting is horrible - depending on what report you run, you'll get different results. This is not related to delays in updating the data. There are too many variables for creating reports, making it unnecessarily complicated. The platform is very unstable and the support from inContact is unacceptable.

What problems are you solving with the product? What benefits have you realized?

Studio works very well and is quite user-friendly

Tech Support fails to research cases adequately and consistently seeks to blame the customer's configuration. ClearView support is atrocious. Engage is an antiquated application that was not really designed for cloud infrastructure.

What problems are you solving with the product? What benefits have you realized?

This software is quite helpful when working. These features are very helpful when working:

- Call Scheduling

- Dialer

- IVR

- Call waiting

-Call Recording

- Call Whispering

- Calls hang in the middle of conversation

- Screen freezes very often; sales reps have to restart machine several times in a day

- Duplication of calls

- Not hearing customer

Recommendations to others considering the product:

What problems are you solving with the product? What benefits have you realized?

There is honestly not too much I have been happy with Nice in Contact.

Switching to this company has cost my business partner a ton of money in the last 6 months. We have had constant problems with connectivity, incorrect setup of our accounts by our onboarding rep, poor customer support with long waits between responses.

If you plan on using a VOIP setup, this is not the company you want to use. We had our agents getting kicked out of the system constantly. After months of attempts to get this fixed we were told our agents need to log out after every 2 phone calls... Not feasible for a company doing 10,000+ phone calls a month...

If you need to order a number to use it takes up to five days to receive. We have had instances where it has taken over 7 days to receive. Something that was not mentioned once we signed our contract.

We are canceling our services with this company. The contract states that you can get out of the contract "for cause".

Once we submitted our cancellation and requested a full refund, we were told we had to pay the remainder of our 2-year contract. Totaling over $55,000 when we gave over 10 different specific issues as to why we were leaving. You cant run a business on a software that doesn't operate as it was sold to us.

Granted we do have a unique setup in our business so this company may be right for others but we spent hours during our sales calls going over every detail we could to make sure we were making a good move and unfortunately we were not given the product we were sold.

I don't typically post reviews and I am only doing this one to let others know to do their homework and hopefully get a response on our cancelation progress as its been a few weeks now.

What problems are you solving with the product? What benefits have you realized?

Calls get routed when we send them to your SBC.

The setup process was grueling and took longer than any interop I've completed in my professional career. The agents I spoke with were not helpful and overall it seems like no one really knows how to support the product.

Recommendations to others considering the product:

What problems are you solving with the product? What benefits have you realized?