Overall Satisfaction with NICE inContact CXone
This is currently used by all of our support desks across the company. It allows proper routing via phone number and skills used allowing the end-user who is calling to get the quickest level of help as quickly as possible.
- It helps route calls very well.
- It is good for handling breaks and scheduling as well as time to work.
- It is good for tracking what is currently being worked on.
- Integrates well with our ITSM system.
- When in a chat you cannot also make an outgoing call.
- You cannot take multiple chats at once.
- The breaks do not have an option for a pop-up.
Not Sure