NICE inContact CXone Review
June 03, 2020
NICE inContact CXone Review
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE inContact CXone is being used to monitor the multiple queues we operate and the agents who are working. This is used by a department--specifically the customer contact center. It addresses the need to be able to have constant visibility for the multiple sites and multiple channels we operate with.
- Organization of modules - users can create specific dashboards for their needs and it provides very easy visibility to see what agents are skilled for each queue
- Easy to use - program is fairly easy to use and can be learned quickly
- Reports - reports can be generated easily to provide metrics on exactly what you are looking for, easy to set up reports
- Having to save/refresh a page every time you add a skill or add a disposition code can be inconvenient at times.
- It has allowed us to make sure calls/emails/chats are answered much more quickly.
I specifically use customized reports every week. I take the data from these reports and compile the information into one large report across all sites and all queues. The reports are easy to customize to generate exactly what you need.
Not Sure