Like with all apps, you always have your pros and cons!
September 11, 2020
Like with all apps, you always have your pros and cons!
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
I am not sure if the entire organization is using it but we are in Customer Service. We use it for incoming calls with our customers. Chats and emails come through this as well.
- I like seeing if a call is incoming vs callback. The number is provided.
- I can look at my performance and productivity.
- It does give a break down of calls, chats and emails in queue.
- I don't like it when I have an email in my queue and then when an incoming call comes in, the display is not to my liking.
- When an email is in your queue and you need to make a call out it will not allow you to.
- If there is an email in my queue and I put myself on the project, the whole page is grayed out and I don't like that display. I have to click on the page to see how long I have been on a project.
- I think it has helped if a CSR is not busy and there are emails in the queue. Previously we had to go in and pick it, now one is automatically generated for you.
- I think we have lost calls due to some sort of connectivity issue.
- As with all applications I'm hoping we can customize more to our business needs.
Not Sure