NICE CXone Review

Makes us more organized but there are issues with echoing in calls

What is our primary use case?

We operate in a call center and take a high volume of calls.

How has it helped my organization?

It is more organized, but it has had many issues with echoing and little minor hiccups along the way.

What is most valuable?

Being able to listen in on a call, which is exceptionally good with training. If a coordinator is in training someone needs to listen in on certain calls and give feedback. Incontact allows you to easily log in to someone else’s call and listen.

What needs improvement?

It could improve the quality of calls.

For how long have I used the solution?

One year.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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