"This solution provides uni-channel Service support and is fully integrated with our DB."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"Customer support is terrific. The team is personable, informed, and responsive."
"We are able to see the calls in queue and able to see if someone is available or not."
"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."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"This solution could be improved with better support for higher education and healthcare."
"If you have hundreds of books, the initial download is slow."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"One of the biggest missing pieces is a link checker."
"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."
"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."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
Cisco CCX is ranked 4th in IVR Systems while NICE CXone is ranked 3rd in IVR Systems. Cisco CCX is rated 9.0, while NICE CXone is rated 8.2. The top reviewer of Cisco CCX writes "Interactive voice response and automatic call distribution help to improve our customer service". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Cisco CCX is most compared with Cisco Contact Center Enterprise, Genesys Cloud CX, Nuance IVR, Five9 and Cisco CVP, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Genesys PureConnect.
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