NICE inContact CXone Room for Improvement

reviewer1312371
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. The ACD/QM reporting and the dashboards inside of CXOne are a little clunky and hard to navigate compared to the inView reports and dashboards. The inView dashboards have so many options and drilling methods, it would be great to combine that directly with CXone to be able to drill into actual contacts, which is the strength that the CXOne dashboards do have going for them. View full review »
reviewer1314576
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. View full review »
reviewer1356090
Donor Management Coordinator at Legacy Donor Services Foundation
Occasionally, the system runs slow and will kick us out of Max, which then has to be restarted, and can cause issues as our call center deals with time sensitive phone calls. It is a hassle, if you are busy and caught up with something, that it will log you out. View full review »
Learn what your peers think about NICE inContact CXone. Get advice and tips from experienced pros sharing their opinions. Updated: May 2020.
420,062 professionals have used our research since 2012.
reviewer1356081
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. View full review »
Kimberly Stump, R.T. (R), CTBS
Donor Center Manager at Wytheville Community College
It could improve the quality of calls. View full review »
reviewer1356096
Donor Management Supervisor at a pharma/biotech company with 201-500 employees
inContact should offer a way to send faxes. View full review »
Learn what your peers think about NICE inContact CXone. Get advice and tips from experienced pros sharing their opinions. Updated: May 2020.
420,062 professionals have used our research since 2012.