Great tool to get the job done
October 16, 2020
Great tool to get the job done
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use it throughout the organization to manage our dialer, inbound, outbound, call queues, and agent setup. We have the dialer integrated into Salesforce.
- Easy to use.
- Easy to get support.
- One of the issues that we found that could be improved is the historical report settings. When looking at the Contact History in the Prebuilt report section, the team alignment changes to the team the agent is aligned to today and not at the time of the call. This is a break in the system in my own opinion.
- When exporting calls that are not part of the data downloads limited to 56 pages.
- Depending on your volume unable to export the calls of a specific team for the day. This is limited to 56 pages. This limitation causes the company to have to create custom reports that have to be created at a cost.
- Increases the time to locate the team where the agent was aligned to.
- Need more options to close queue for predetermined reasons (i.e. hurricane, tornado, company meeting).
- Allows to view at a glance company status renegading the calls.