Overall Satisfaction with NICE inContact CXone
We use NICE inContact CXone to manage inbound and outbound calls for a multi-client enterprise mobility management company. Our helpdesk relies on inContact for managing queues, recording calls, and allowing outbound follow-ups. Currently, due to Covid-19, almost all our employees are 100% WFH and the integrated smartphone feature has been of particular value for us to allow our technicians to take calls from their computers without a hard line.
- Queue management
- Integrated smartphone
- Usage reporting
- The interface takes up a lot of acreage on my screen. I wish I could collapse it and still be able to see only vital info.
- I'd like to see a horizontal interface with drop-downs that could close when not being used.
- A Chrome extension/plug-in would also be really handy.
- I'd like to have more flexibility with the interface: choose font, adjust colors, etc.
- I'd REALLY like to be able to just hit "return" to dial a number in the softphone.
We've been able to do a lot with inContact that is specific to our business, especially regarding management of the helpdesk.
MAX is so much better than Thin Agent. This was a tremendous improvement in the interface. I look forward to further refinements.
I don't do a lot of reporting in my job, but I do know that those who generate reports find it relatively intuitive.
MAX has really helped over the old "Thin Agent" format. We have had quite a bit of trouble integrating inContact with Alteva/Momentum since the Covid crisis, but the integrated softphone really saved us on that one, and now, that's how I prefer it. The only problem with that is that we can't get any inbound calls through the softphone. It would be nice if the softphone could pull from our direct extensions.