Solid phone platform with excellent Salesforce integration
October 16, 2020
Solid phone platform with excellent Salesforce integration

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use NICE inContact CXone across our whole company. We use it for customer contacts as well as managing CSR performance.
Pros
- Easy, customizable dashboards
- Salesforce integration
- Intuitive call tools
Cons
- Reports need to be easier to build and customize
- Need more call controls from dashboard
- Team leaders and supervisors struggled to find appropriate reports.
- Reports don't include the ability to add desk work into AHT
- We love the Salesforce integration.
We did not customize the software for my particular facility.
Yes - Interaction Desktop. We replaced this software so we could move our telephony to the cloud and have our entire organization on one phone platform.
Comments
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