NICE CXone by NICE inContact

Queue days are easier to read

The contact-center platform helped most during queue review, not during the flashy demo stuff. I could see why calls were backing up before the complaints reached me, which is a small difference in timing but it changes the whole conversation with the team.

Setup was not exactly light. I had to over-check routing rules because one wrong choice sends people to the wrong place, I guess that is normal for this kind of system every time on busy Mondays.