Works well for smaller call centers.
June 09, 2021
Works well for smaller call centers.
Score 2 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
It is used by 99% of the employees in the call center. There are not 'business problems'. The application is used for incoming and outgoing calls in a not for profit information line (call center).
- Tracks the data for call volumes and lengths of calls.
- Customization features for the dashboard views.
- The agent reports help track call productivity.
- The MAX application frequently crashes and freezes.
- Changing of setting of call skills is multi-step process, it could be simplified.
- There is not an option to save voice messages.
- The older version of inContact had better options to view call agents from different departments' availability.
- There is not an option [to] listen to a voice message with a third party when we need translation services in different languages.
- This is not information I would have in my position
The customized reports help with data reporting for our stakeholders.