One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about updating them. The implementation process can be challenging, which seems to be a common issue across CCaaS vendors. As someone focused on reporting and numbers, I would like to see improvements in the reporting features. It’s good as it is, but there are opportunities to streamline and simplify it since creating custom reports often requires specialized knowledge and coding skills.
Donor Management Coordinator at Legacy Donor Services Foundation
Real User
2020-05-22T10:29:00Z
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.
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.
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.
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.
NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize...
One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about updating them. The implementation process can be challenging, which seems to be a common issue across CCaaS vendors. As someone focused on reporting and numbers, I would like to see improvements in the reporting features. It’s good as it is, but there are opportunities to streamline and simplify it since creating custom reports often requires specialized knowledge and coding skills.
It could improve the quality of calls.
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.
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.
inContact should offer a way to send faxes.
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.
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.