"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."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"Customer support is terrific. The team is personable, informed, and responsive."
"We are able to see the calls in queue and able to see if someone is available or not."
"Being able to listen in on a call, which is exceptionally good with training."
"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."
"Many of the features in Office 365 are good, but I think Excel is a very good tool."
"I like all of the features."
"There are no more server and hardware operational costs and downtime, updates, etc. for all the workloads available. Newer features and updates are available immediately. Can be managed from a single web interface. Cloud-based, so same experience for all users, regardless of location."
"The cloud service and Skype are the most valuable features."
"Adaptable solution with a good interface. It's easy to set up and easy to use."
"It's very stable."
"The integration with other applications is pretty good."
"Most of the work that seems not to work offline works perfectly with Microsoft Office 2013, like converting a Word document to a PDF file."
"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."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"One of the biggest missing pieces is a link checker."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"If you have hundreds of books, the initial download is slow."
"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."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"inContact should offer a way to send faxes."
"It seems like every other week when we log into the administrative portals, it doesn't matter which one, it could be the active directory portal, it could be the exchange admin center or SharePoint admin center, it seems like Microsoft is consistently updating with new versions of the admin centers, which can be frustrating."
"The feature to convert PDF file to a Word document needs improvement as well as the feature to save the file automatically when typing, without using the save command."
"The integration with mobile services is not so good. It's coming, but they could improve a lot."
"In the next release, I would like to have a more intuitive tutorial."
"As a private user, I do not appreciate the cloud features, but I doubt that this is something Microsoft would consider a feature request."
"A need that a company like ours has is that we want to be able to have data flow into one tool, for example, for all the management of tasks through the company and workflow of who is doing what and so on. There are no real solutions for this at the moment in Office 365. It would be nice if they could implement this in the next release, so we can have one solution from one company giving us the whole data and flow of data into the company."
"Integration between Outlook calendar and Google Calendar would be a good improvement since many of our team use Android phones and personal Gmail accounts as their main calendar application."
"In terms of improvement, it should have tutorials when you first have the opportunity to use it, to be able to really learn it."
Earn 20 points
NICE CXone is ranked 4th in Workforce Engagement Management while Office 365 is ranked 3rd in Content Collaboration Platforms with 54 reviews. NICE CXone is rated 8.2, while Office 365 is rated 8.4. The top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". On the other hand, the top reviewer of Office 365 writes "Excellent technical support, easy to install, but the price, while affordable, could be improved". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Five9, whereas Office 365 is most compared with Atlassian Confluence, Amazon WorkDocs, Citrix ShareFile, Box and Dropbox.
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