NICE inContact CXone Review

Used in monitoring customer service associates taking calls. Used by all accounts that take in calls in the same company. We started using less than a year ago replacing Avaya and NICE IEX to monitor our direct reports. I love the interface... it's perfect. It only takes a little getting used to but I think the application is great and works smoothly. The only downside on my end that I can think of is the limitations of the reports I can generate and create. I guess it was set by our administrator. Since our account works from home during this pandemic, we still get the chance to track and monitor our agents' work. Listening to their calls both live and recorded. The best thing about it is that we get the chance to help our agents while they're on a call. There are only a few functions that I use daily but I think there is still a lot to explore and do with it. I'm happy and grateful to be one of the users who first used this tool in our process/department. I hope in the future, there'll be updates that will give us more functions that we can utilize in our daily tasks.

My access has limited capabilities restricted by our administrator. But I guess it would be a great experience for us to customize our own reports.