NICE CXone Reviews

Being able to make quick edits so as to clarify points in the support articles based on the support feedback, and the powerful reorganization tools so as to move stuff around as needed, without breaking any existing links are the most valuable features.

We used to have a compiled help system where quick edits weren't possible without altering, compiling and deploying the changes. Since MindTouch is essentially a CMS which is tuned for technical support articles and to the likes of those, we can update and review documentation much faster.

Management of the screenshots is clearly an area that can be improved. We make DAM systems ourselves, so we're used to having a greater control of these assets. Considering the sheer volume of articles and screenshots that we have, a better tool for organizing, replacing and auditing screenshots in our documentation, if done right, would be a huge improvement.

Mindtouch recommends using a hidden category or article as the placeholder for uploaded screenshots. That way users won't see them in search results, but they can be linked to visible articles. Following their advice, I created media repos for each of our products to keep them separate.

Having run with mindtouch for several years, naturally the number of screenshots and explanatory graphics has piled up, and the task of removing old screenshots and/or replacing them with new ones could use some improvement. Right now this requires a series of tasks:

1) Edit the article with the old screenshot to find its filename

2) Access the media repo and search for that filename

3) Delete or replace the screenshot file with a new one

Alternatively I could just remove the screenshot from the article, upload a new screenshot and ignore the fact that my media repo over time would grow full of obsolete screenshots. However, this would make the task of finding screenshots harder when searching the media repo later...

With lots of screenshots to be replaced when we perform a service release, this is pretty tedious work.

At FotoWare we make Digital Asset Management (DAM) systems, so we're no strangers to using metadata to quickly locate, publish, replace and/or revoke assets, such as screenshots. Although I would never expect mindtouch to build a fully fledged DAM system, some improvements to the way screenshots are added, replaced and/or revoked would be very welcome.

A second option we have considered is integrating the mindtouch editor with our own FotoWare DAM solution. That would allow us to host the screenshots on our own system and cdn and easily handle these operations ourselves without relying on mindtouch's media handling.

I can’t remember exactly, but it must be at least seven years, if not more.

We've had a couple of random service outages, but they've been few and far between; usually, the service is back up within one or two hours. So, we've not really had any major issues with the service.

There were no scalability issues.

We're in Norway and with MindTouch in San Diego, the time difference is obviously an issue. But, the response is swift and to the point. I've sometimes had to escalate cases to get the answer that I want, but their staff is always very polite and helpful.

Being a cloud service, everything ran from day 1. We styled the site according to the company profile, and even then, we swiftly received the assistance we needed, when we had issues with CSS or other related issues.

I don't know much about the pricing honestly, but MindTouch has several tiers to accommodate different types of customers.

We looked at one or two other options, but I can't remember their names. MindTouch seemed to deliver the complete package, and we've not looked back.

Get a trial! We got a pretty extensive trial period where we could try to migrate existing content and see how we could organize it in MindTouch.

Being able to test the system with our actual content and seeing how it really worked had us convinced.

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 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.

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.