Great features for call center and reporting tools
Updated January 05, 2021
Great features for call center and reporting tools
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE inContact allows us to keep track of agents across the whole company and use one platform for management. We are actually expanding the tool to other departments due to the success we have had and the ease of reporting and managing.
- Supervisor view with ability to listen to calls, monitor, barge is very handy.
- Ability to pull custom reports by technician, group, or campaign
- Survey ability at the end of a call is great to see how agents are doing with customers.
- Multiple RingCentral Apps
- Too many admin portals and tools
- Max App needs permissions and Station ID entered repeatedly
- Simplifying call and phone procurement process
- One place for all phone-related issues
- Ease of deployment and return of assets
The ability to create custom reports and mail them as needed is a standard feature that is appreciated. Great reporting tools. Survey tools to keep track of customer responses.