Great in a lot of areas, but not all the way there.
October 27, 2020
Great in a lot of areas, but not all the way there.

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use it for day-to-day customer/business service needs so it's very frequently used across the whole organization. We do not use another platform. It addresses our needs for calls, monitoring, adherence, call referencing/recording, rep scorecards, and time management.
- Ease of use.
- Easy reporting.
- Generally great call quality.
- Delayed caller ID info to identify the type of call being received by 5 or 6 sec after it comes in.
- Would be nice to have call integration into our loyalty applications to minimize copy/pasting.
- Would also like to have better ringtone/notification options.
- Would like to be able to answer each call instead of auto-accept only.
- Increased satisfaction for consumer user experience.
- Decreased wait times by ability to monitor queues.
Not Sure