NICE CXone has had a HUGE impact on our contact center. It took us from a place where we had no visualize on contact volumes, handle times, ASA, etc. to a place where we have full visualization on all metrics and can manage and staff our center as necessary. It also enabled us to put in place efficiencies that led to more cost-effective staffing. We previously had no automated call routing, no accountability for agents on their KPIs or metrics. Now we have full view of all metrics, even the agents enjoy being able to know their metrics and track their progress.

MindTouch provides an easy way to create HTML using an MS Word-like interface. The editor, however, contains advanced, professional features, such as single-sourcing text for multiple chapters that savvy technical writers can take advantage of.  

MindTouch (MT) is the only real HTML authoring tool that has the sophistication technical writers need. MT is also a CMS to handle version control.

inContact has improved my company by allowing for better tracking of incoming and outgoing calls. It also helps keep employees accountable for their work as each person is in the queue so it distributes the calls evenly. It provides good quality recordings of the incoming and outgoing calls, which are used for audits among other things.

It is more organized, but it has had many issues with echoing and little minor hiccups along the way.

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.

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

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.

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. 

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.