Review of Incontact CXone
April 24, 2020
Review of Incontact CXone
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
It is being used by 2 different divisions in our company. Being able to have one consistent phone number and allowing users to be able to use any phone to access it. Additionally we can run reports allowing us to have additional insight into how successful those groups are and to address any concerns.
Pros
- Able to use any phone work, cell, home without number being publicized.
- In-depth analysis of reports.
- Better able to manage staff.
Cons
- Outages cause a real problem, no redundancy.
- Some reports are a bit difficult to run.
- Making changes to system can be lengthy to have support execute.
- Costs are on the high side.
- Good product does what we purchased.
- Minimal integration with our newer applications.
We have used the customized reporting which is helpful in managing our support staff.
It also comes in handy when addressing questions from senior management and how successful it has been.
We have used the personalized call scripts which addresses questions for callers. We have also used the custom holiday scripts to address questions on holiday schedules.
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