What are the best aspects of this product?
Visibility to agents working and IVR functionality is about the only consistent modules that have worked.
What aspects are problematic or could work better?
Calls being recorded consistently, less outages or compensation for the numerous outages that there are, timely responses from inContact team when there are urgent escalations, resolutions, etc.
What features/services would you like to see in future versions of this product?
Will not be using this service in the future.
What specific problems in your company were solved by this product?
None. During sales and contract negotiations it was discussed that the Nice InContact CXOne package would increase employee productivity, enhance management oversight and efficiency, and to date, we've had the produce almost 2 years and have had not see any increase in productivity or efficiency.
Are you a current user of this product?