We just raised a $30M Series A: Read our story
2020-03-17T18:52:00Z

What needs improvement with NICE inContact CXone?

11

Please share with the community what you think needs improvement with NICE inContact CXone.

What are its weaknesses? What would you like to see changed in a future version?

ITCS user
Guest
66 Answers

author avatar
Top 10LeaderboardReal User

It could improve the quality of calls.

2020-05-23T06:59:00Z
author avatar
Top 20LeaderboardReal User

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.

2020-05-22T10:29:00Z
author avatar
Top 10LeaderboardReal User

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.

2020-05-21T22:51:00Z
author avatar
Top 20LeaderboardReal User

inContact should offer a way to send faxes.

2020-05-21T21:29:00Z
author avatar
Top 10LeaderboardReal User

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.

2020-03-19T19:27:00Z
author avatar
Top 10LeaderboardReal User

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.

2020-03-17T18:52:00Z
Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: November 2021.
552,305 professionals have used our research since 2012.