NICE CXone Pros and Cons

NICE CXone Pros

Customer Service Manager at a consumer goods company with 51-200 employees
I have found the ease of use of the ACD to be most valuable along with the inView dashboard.
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Service Level Supervisor at a comms service provider with 51-200 employees
It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum.
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Donor Management Coordinator at Legacy Donor Services Foundation
It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with.
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Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
513,091 professionals have used our research since 2012.
Donor Management Coordinator at Legacy Donor Services Foundation
We are able to see the calls in queue and able to see if someone is available or not.
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Donor Center Manager at Wytheville Community College
Being able to listen in on a call, which is exceptionally good with training.
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Donor Management Supervisor at a pharma/biotech company with 201-500 employees
inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not.
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NICE CXone Cons

Customer Service Manager at a consumer goods company with 51-200 employees
I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.
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Service Level Supervisor at a comms service provider with 51-200 employees
I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended.
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Donor Management Coordinator at Legacy Donor Services Foundation
It is a hassle, if you are busy and caught up with something, that it will log you out.
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Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
513,091 professionals have used our research since 2012.
Donor Management Coordinator at Legacy Donor Services Foundation
There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release.
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Donor Center Manager at Wytheville Community College
It could improve the quality of calls.
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Donor Management Supervisor at a pharma/biotech company with 201-500 employees
inContact should offer a way to send faxes.
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Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: June 2021.
513,091 professionals have used our research since 2012.