NICE inContact CXone Reviews

Easy to use/navigate. A lot of funtionality to help solve day to day needs

present moment only dislike is budgetary

use platform to conduct QA ro monitor perfromance, ability to have mulit options in phone tree set up

InContact Cxone is great at managing an Omni Channel center. It's studio product is much more seasoned than competitors allowing you to do much more complex integrations with partners in easy-to-use UI.

Just like most Telco providers, haveing a staging or UAT environment is difficult without isolating certain test agents, skills, and scripts to mimic a staging experience.

InCOntact Cxone allows us to make changes daily to suit our partner's needs.

NICE CXone is extremely scaleable and customizable. This allows to scale up and new features as our operations needs change.

The downside of CXone is ensuring that our remote workers have the proper network connectivity to decrease performance issues.

NICE CXOne has allowed use move our counselors to a remote environment. This immediately solved our space issues. But it also allowed us to continue operations easily during the pandemic and during weather emergencies.

The tools in CXOne are very easy to use. If i don't understand something, I can access DOJO or NICE Support.

At times, the system may be difficult to access but clearing cookies usually resolves these issues. On some tools, there is limited flexibility. For example, we cannot add unexcused absences as sometime different from any other time off in WFM.

Having the system select calls for evaluations is great! The WFM program is really easy to use too. Accessing reports enables me to make better decisions.

I used to enjoy the supervisor mode in inContact - however, there was supposed to be a fix from last June. It would be super helpful to get that fixed so supervisors can live listen while an agent is taking a call without having to reset it after each call. I like best the ability to easily track reports.

I dislike not having the supervisor mode fixed yet. We rely on that alot when training new hires. It works but we have to run back to our desks after each call or the connection is lost.

Solves everything for us. WE dont use any other software around customer calls. We are able to queue up calls very easily with skills and can monitor SLAs as we set them up, with ease.

ease of use it is easy and to hear the customer

nothing so far I am still training with it

helping connect to customers

a wealth of features and functionality, new supporting products launched often to enhance to the base system

Nothing so far, the product is very competative

Solving customer pinch points

It is multitasking tool which help me fetch details in one website

There is none for this tool to be dislikes

It is helping me to get h my logs in easy way

I found NICE CXone helpful in a way that Iam no longer going to think or to ask someone on what is my schedule.

in regards of that non, as i can see that this app is helful everytime,

It benefits me on saving time

This cloud based platform has a very user friendly interface, a lot of bells and whistles and love the prebuilt reports. It's nice to have the supervisor tools to listen in to calls and very easy to search and find recorded calls. Love the coaching and interaction options and schedule management tools built into the system.

I like they have WFM features built into the system but would like the WFM process with intraday manager report to be able to select a date range for that report vs. one day at a time.

It would be nice to have the supervisor tool ability to stay connected to agents to follow call after call automated instead of having to click on one call at a time for each call.

NICE helped us tremendously during the pandemic as we were able to quickly move our entire call center off site and to a work from home model at a drop of a dime notice. Also the WFM tools help us ensure we are staffed adequately based on our call volume.