We are pleased!
Updated May 29, 2020
We are pleased!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use MAX for our agent dialer. We perform inbound calls to support our clients. We use central to manage our team and to run reports often times we are modifying these reports and then sending them off to our clients, we are using these multiple times a day. We use the dashboard to monitor our agents in real time and we are frequently running productivity reports.
- MAX has been simple for our agents.
- We love the customizable dashboard.
- We enjoy the wide range of metrics available for reporting.
- We enjoy the prebuilt reports that are readily available for us to use.
- We wish there were more abilities to modify the reports.
- We do not believe we should pay programming for customizing a report that needs a metric that is unavailable to us.
- We have experienced many audio issues, we wish that the inContact team could take more initiative in solving the problem rather than us having to pull and send reports if the phones are down we are already super busy with double the work. We understand sending some needed details but we believe that some of the information is available to the tech, sometimes the person on our team reporting the issue does not know how to pull some of the needed data.
- We have been able to expand our capabilities to grow our business.
This has been a great help, some of our clients are more complex than others and we are able to meet almost all of their needs with the reporting they need on a small-large scale. We have been created and modifying many reports over the past few months.
Yes - Over the years we have gone through many dialers.