NICE CXone pros and cons

Vendor: NICE

4.1 out of 5

12 reviews
96% willing to recommend

1,046 followers

Pros & Cons summary

Supervisors can monitor multiple aspects of their team's performance, enhancing efficiency and call management with real-time agent availability. Users benefit from the ease of accessing categorized recorded calls, live call listening for training, and continuous updates. However, occasional dashboard freezing, ghost calls, non-real-time call data, no fax option, auto-logout issues, and subpar call quality are drawbacks. InContact balances operational efficiency with some limitations.

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Prominent pros & cons

PROS

Supervisors can manage their workflows more efficiently, with the ability to keep an eye on multiple activities simultaneously, reducing the need to switch between programs.

NICE CXone facilitates quick access to view available agents and their status, enhancing call center response time and efficiency.

It offers straightforward options for searching and playing back call recordings, helping to categorize different call types for better analysis.

Continuous updates and improvements in NICE CXone ensure high-quality call recordings, benefiting overall communication standards.

Listening in on live calls is beneficial for training, allowing for direct feedback and improvement.

CONS

Occasional dashboard freezes causing data inaccuracies.

Ghost calls may appear after call completion and require multiple screen refreshes to clear.

inContact lacks fax sending capabilities.

Automatic logouts can be a hassle during busy periods.

Call quality could be improved.

NICE CXone Pros review quotes

reviewer1312371

Customer Service Manager at a wholesaler/distributor with 51-200 employees

Mar 17, 2020

I have found the ease of use of the ACD to be most valuable along with the inView dashboard.

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reviewer1314576

Service Level Supervisor at a comms service provider with 51-200 employees

Mar 19, 2020

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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reviewer1356090

Donor Management Coordinator at Legacy Donor Services Foundation

May 21, 2020

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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it_user674073

Principal Writer & User Experience Design at Intuit

Feb 16, 2018

It has the ability to edit the HTML, as well as the WYSIWYG.

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reviewer1356081

Donor Management Coordinator at Legacy Donor Services Foundation

May 22, 2020

We are able to see the calls in queue and able to see if someone is available or not.

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Kimberly Stump, R.T. (R), CTBS

Donor Center Manager at Wytheville Community College

May 27, 2020

Being able to listen in on a call, which is exceptionally good with training.

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reviewer1356096

Donor Management Supervisor at a pharma/biotech company with 201-500 employees

May 21, 2020

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 review quotes

reviewer1312371

Customer Service Manager at a wholesaler/distributor with 51-200 employees

Mar 17, 2020

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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reviewer1314576

Service Level Supervisor at a comms service provider with 51-200 employees

Mar 19, 2020

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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reviewer1356090

Donor Management Coordinator at Legacy Donor Services Foundation

May 21, 2020

It is a hassle, if you are busy and caught up with something, that it will log you out.

Free Report: NICE CXone Reviews and More

Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.

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816,406 professionals have used our research since 2012.

it_user674073

Principal Writer & User Experience Design at Intuit

Feb 16, 2018

One of the biggest missing pieces is a link checker.

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reviewer1356081

Donor Management Coordinator at Legacy Donor Services Foundation

May 22, 2020

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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Kimberly Stump, R.T. (R), CTBS

Donor Center Manager at Wytheville Community College

May 27, 2020

It could improve the quality of calls.

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reviewer1356096

Donor Management Supervisor at a pharma/biotech company with 201-500 employees

May 21, 2020

inContact should offer a way to send faxes.

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