NICE CXone (formerly NICE inContact) Reviews

A little bit more support

Sometimes glitches when you receive a contact (email, chat or phone call)

When you check the "Contact history" looking for calls previously recorded, the audio quality is awful

More Out of the Box Reporting Functionality

Google Chrome browser often cranky and uncooperative

It logging you out after 4-5 hours

Notify when pause ends

Sometimes NICE [CXone] drops the call

Leave links silent

Could have better disposition options

Could be organized by language

Could have interpreter call button

There are times when it won't allow me to answer the calls

As a web developer, I feel that the website needs to be updated, there are new technologies that can help improve its performance, and the most important one should have a mobile-first design

I feel that sometimes the MAX Agent has some issues when it comes to the audio notifications. There are times in which a contact is received but the audio feature doesn't let you know right away

Improve the performance on chats they usually take a while to send messages or to even receive the contact, which makes you get on refused state

An easier menu

Better tools for tracking calls

Better monitoring tools

User interface could be nicer it still looks like an old software

Need more customization

More support

More documentation

My main issue with NICE CXone is that when we connect our cellphone with NICE, I need to click on accept calls from NICE Browser as well as click on accept calls on my cell. It would be better if I only need to click once.

Regarding the time report, while it has a nice layout to be able to choose date range and staffs search, it would be better if it is easier to use. For example, I first need to click DATE RANGE, then click Show options, then click add, then find the staffs name, then click done, then click run report. There are too many clicking to find one staff report. I am sure there is a better way to solve this.

When staffs log out, they first need to log out from Max agent browser. Then they also need to log out from NICE CXone. Many of them forgot to log out from both of them and they remain log in even when the browsers are closed. Would it be possible to make it more user friendly that when they close the browsers, they can automatically log out? Or they just need to log out from one of the two browsers.

Very slow project start up process.

Online documentation needs a bit more detail.

Training is very limited.

Very plain interface. Visually bland. Max could be more appealing to the agent.

Group call

Calls followed faster

Louder volume

Logging off user after 30 minutes in unavailable

Dual Calling sometimes does not have good sound quality

I wish the playback feature for listening to past calls could be expanded to three weeks instead of just two weeks.

Sometime when the MAX window is minimized, or it's behind another web browser window, the phone doesn't ring. We've had several agents report that the call pop-up didn't appear, and their availability code automatically went to "Refused." It took a while for me to notice this pattern. Because we're all remote and don't see folks at their computers, sometimes we'd see folks on "Refuse" for over thirty minutes because they didn't know that MAX refused calls when it's tucked behind another window. This can have serious consequences on employee's performance reviews as it appears they are not at their computer.

There are days when I launch Supervisor, click on the green button to listen to calls, and when I select an employee to listen to, I can't connect to the call. The Supervisor function sometimes asks me to connect to a phone, but asks for a code; however, it doesn't always do that.

When Max freezes and won't run, it's hard to submit a feedback form. I wish there was a way to submit the feedback form about tech issues from the call history report since we know exactly which call had a tech issue.

NICE drops calls

Leave the links silent

When a number does not complete an error image appears.

I don't really like having to put +55 on every call.

NICE could have a program that warns about the break time because many times we forget to take the break and end up pushing the limit.

Sometimes the line changes out of nowhere.

It lacks settings, more options to customize.

In some calls, it makes a loud noise when the phone is calling, like a machine gun.

Sometimes the number that shows up for the person who is receiving the call

is anonymous.

Who logged in first

Reports for call monitoring be able to read

See what report is most used

Maybe a bit too much empty space

When you get a call a whole side of the pop up expands but doesn't ever show info

Could use an option to always show on the screen, 'lock it in place' so other windows don't open over it.

Forced log out due to laptop sleep mode

Call coming in need to accept on cellphone and on Max Agent

Buttons and options are quite small

The phone that appears to the caller is sometimes confusing. Personalizing this phone can bring many benefits.

If the employee spends too much time away, the platform shuts down. [I feel] It should stay active.

The reports that the employee has access to could show the team's detailed working contacts.

It could be good to add some functionality to meetings so we wouldn't have to use other apps.

An option to connect it on our personal phones as well, like other chat and meetings apps.

A way for NICE CXone to notify us when our break is over. Example: I have 1 hour to the lunch when it's almost over, NICE CXone could notify me on my PC screen and/or my cellphone.

Spam callers

Disposition sometimes disappears

Logs you out automatically sometimes

The conference feature is confusing and could use some updating.