Why Call Recording Software Is Crucial for UAE Call Centers in 2025
Any business in the UAE seeks quality relationships between its representatives and the customers. Therefore, there’s always a quality assurance that checks if the activities and agents’ behavior comply with the business vision and ethics. Considering call recording as a perfect tool for quality monitoring is a matter of fact, as it has the most crucial role in:
1- Problem Identification
Customers might need help with your call center, and the need may vary from personality to personality. However, the call details perfectly indicate the strengths and weaknesses. So, the recorded call is a good source of information that leads you to the best practices for developing the call center.
2- Goal Tracking
Any improvement you need to make requires continuous supervision and tracking to determine, for example, the most effective calls with the least handling time and their flows. You'll also listen to more than one call randomly.
3- Rule Compliance
Agents should follow corporation rules and regulations during any call. By recording calls, businesses can ensure that the rules are completely covered without any breaking.
4- Smooth Onboarding
Customer service training is part of any agent’s onboarding process. To help trainees gain knowledge and skills from more holistic, genuine experiences, the training instructor can display recorded calls of excellent examples to simulate and showcase bad samples they should avoid.
5- Quality Assurance
With the help of call recording, you can assess your agents’ performance and KPIs related to pitch script, politeness, building rapport, etc.
Feature Comparison of the Best Call Recording Tools for UAE Call Centers
Any call recording tool that supports businesses in managing their call center operations has essential features. Experts believe these major features include the quality of recording, storage and security features, and data insights the tool provides.
1- Recording Quality and Playback Options
The recording quality ensures accurate documentation of customer interactions, aiding in improving service quality and compliance. Robust playback options allow call center agents and supervisors to review calls efficiently, leading to better training opportunities and performance evaluations.
| High-Quality Audio & Audio Downloads | Advanced Playback Features | Omnichannel Recording | Searchable Recordings | Speech-to-Text and Transcriptions | Customizable Recording Settings | Multi-Language Support | |
|---|---|---|---|---|---|---|---|
| ziwo |  | | | | | | |
| sprinklr | | | | | |  | |
| maqsam | | | | | | | |
| callgear | | | | | | | |
| 3cx | | | | | | | |
| genesys | | | | | | | |
| avoxi | | | | | | | |
| ameyo | | | | | | | |
| voiso | | | | | | | |
| bevatel | | | | | | | |
| globitel | | | | | | | |
| knowlarity | | | | | | | |
| nice | | | | | | | |
2- Storage and Security Features
Storage capacity is crucial in maintaining a comprehensive database of customer interactions for data analysis and compliance purposes. Integration of advanced security features ensures the protection of sensitive information and compliance with data privacy regulations, fostering trust with customers.
| Cloud-Based Storage | Data Encryption and Compliance | Retention Policies | Access Controls | Robust Security Protocols | |
|---|---|---|---|---|---|
| ziwo | | | | | |
| sprinklr | | | | | |
| maqsam | | | | | |
| callgear | | | | | |
| 3cx | | | | | |
| genesys | | | | | |
| avoxi | | | | | |
| ameyo | | | | | |
| voiso | | | | | |
| bevatel | | | | | |
| globitel | | | | | |
| knowlarity | | | | | |
| nice | | | | | |
Cloud Call Center Software Reviews You Can’t Miss!
All reviews developed based on the user generated content on Capterra. Here, we provide you with the summarized review supported by a screenshot.
ZIWO
ZIWO is regarded as an efficient and reliable call center solution, with excellent support and ease of use. However, it could benefit from minor enhancements to address bugs, reporting tools, and better mobile app functionality. Despite these, users generally recommend it for businesses looking for a cloud-based communication solution.
Sprinklr
In general, Sprinklr Service is praised for its comprehensive features but has a steep learning curve and too many choices for some users.
Maqsam
Maqsam is an appreciated for its responsive customer service, good features, and technology, though there are minor concerns about the absence of a hotline and faster account manager support.
Callgear
CallGear is praised for its simplicity, call tracking capabilities, and useful analytics, though reviewers suggest improvements in its UI and UX to make it more competitive. This summary was based on reviews, users have submitted on G2.
3CX
3CX is a flexible and affordable VoIP solution with acceptable features, but it could improve its usability, support, and customization options.
Genesys
Genesys is good in MBSE and productivity-enhancing features but struggles with ease of use and lacks cloud support. Its cost is high for its features, but competitors offer better cloud flexibility.
Avoxi
Avoxi is regarded an easy to use solution in addition to its reliable call quality, and superior customer service, especially for businesses requiring international phone solutions. Though there are some feature gaps and occasional issues with call performance, users are generally satisfied with the platform’s performance and responsiveness. Avoxi is well-suited for companies looking for a VoIP service that prioritizes global reach, user-friendliness, and dependable support.
Ameyo
Ameyo is a known solution for call centers and businesses looking for a good, feature-rich platform for managing customer interactions. Its intuitive design and broad functionality make it a popular choice, especially for large organizations.
Voiso
Voiso is a reliable, user-friendly call center solution that is good in voice quality, integration capabilities, and customer support. Its design makes it easy to implement, while its feature set makes it suitable for small to medium-sized businesses. However, while it offers basic functionality, users looking for more advanced features or flexible payment policies may need more support.
Bevatel
The following overall review is based on reviews published on G2. Bevatel is a well-rated call center and CRM solution known for its ease of use, good features, and professional customer support. While there are some concerns regarding pricing and certain functionalities, it is generally seen as a usable solution.
Globitel
Knowlarity
Knowlarity is a telephony solution that offers suitable features like call recording, CRM integration, and IVR services, making it a good choice for larger teams and businesses looking to streamline their call center operations. However, the service can be costly, especially for post-setup modifications, and customer support efficiency has room for improvement. While Knowlarity is praised for its ease of integration and feature set, businesses with dynamic telephony needs may face challenges due to high costs and support delays.
NICE
NICE CXone is a comprehensive and feature-rich call center solution that competes other solutiobns in ease of use, real-time monitoring, and flexibility, making it suitable for businesses of various sizes. It offers integration, reliable performance, and strong customer support. However, the platform comes with a higher price tag and some technical challenges, such as occasional dashboard sync issues and slow tech support resolution times. Overall, CXone is recommended for organizations looking for a robust and flexible call center solution but may not be ideal for smaller teams with limited budgets or businesses that require advanced email capabilities.
Call Recording Software Pricing Models for UAE Call Centers in 2025
Pricing is another crucial factor that any business should consider on choosing the suitable call recording software. Here are the pricing models the every provider offers for the UAE companies.
1- Ziwo
Depending on the features that businesses require, Ziwo delivers the perfect price which makes its plans flexibel and efficient.
Plan | Cloud Contact Center (USD/User/Month) |
Quarterly Billing | 109 |
Annual Billing | 82 |
2- Sprinklr
Sprinklr’s pricing is limited and unclear to users and businesses, as it’s not disclosed directly via official channels like the website. The basic plans are provided; however, the plans that include add-ons need a direct approach from the provider.
Plan | Self-Serve Customer Service Solution (USD/Seat/Month) |
Monthly Billing | 199 |
Annually Billing | 249 |
3- Maqsam
Users in the UAE generally find Maqsam's pricing plans fair and aligned with the value it provides, particularly for small to medium-sized businesses. The platform offers a straightforward, pay-as-you-go model with no hidden fees. Customers appreciate the simplicity and flexibility of its pricing structure, which allows them to scale based on usage and business needs.
Plan | Telephony (USD/Seat/Month) | Messaging (USD/User/Month) | Telephony & WhatsApp Messaging (USD/User/Month) | Total Package (USD/User/Month) |
Maqsam | Starts from 45 | Starts from 10 | Starts from 50 | Starts from 105 |
4- Callgear
Many users appreciate the feature set, including call tracking, CRM integrations, and customizable analytics, but some express concerns about additional costs for advanced features like speech analytics (AED 359/month) and API integrations.
Plan | Starter (AED/Month) | Pro (AED/Month) | Elite (AED/Month) | Dubai VIP (AED/Month) |
Callgear Virtual Telephony | 105 | 240 | 500 | 900 |
Callgear Omnisolution | 160 | 360 | 750 | 1200 |
Callgear Text Communications | 105 | 240 | 500 | 900 |
Callgear Inbound Analytics | 99 | 210 | 549 | - |
5- 3CX
Users appreciate the scalability and features of 3CX, including call recording, integration with CRM systems, and support for various deployment options (on-premise or cloud). However, some find its advanced settings complex to navigate initially. The pricing structure is especially beneficial for businesses that prefer system-wide licensing over user-based costs.
Plan | 3CX SMB Small Business (USD/Year) | 3CX PRO Professional (USD/Year) | 3CX ENT Enterprise (USD/Year) |
3CX | 213.30 | 486.75 | 541.45 |
6- Genesys
Users of Genesys call recording software in the UAE generally view its pricing plans as robust but better suited for medium to large enterprises due to their higher cost structure.
While many users appreciate its user-friendly interface, comprehensive features, and scalability, there is criticism regarding the inflexibility of pricing, particularly for smaller businesses. Some customers feel that the pricing policies could be more adaptive to suit diverse business needs. Additionally, the cost of add-ons can increase the total expenses significantly, which some consider a drawback.
Plan | Genesys Cloud CX 1 For voice contact centers (USD/User/Month) | Genesys Cloud CX 2 For omnichannel contact centers (USD/User/Month) | Genesys Cloud CX 3 For omnichannel contact centers with full Workforce Engagement Management (WEM) (USD/User/Month) |
Genesys Concurrent License | 110 | 170 | 230 |
Genesys Named License | 75 | 115 | 155 |
7- Avoxi
Users of AVOXI call recording software in the UAE generally appreciate its pricing structure for its flexibility and value, but it comes with some considerations depending on business size and requirements. AVOXI offers three main pricing plans, starting with the free plan.
Launch Plan: Free per user/month (billed annually), suitable for small businesses. It includes basic features like call recording, international number options, and virtual attendants.
Plan | Contact Add agents, workflow management and advanced analytics (USD/User/Month) | Engaged Enterprise Full engagement management for your contact center (USD/User/Month) |
Avoxi | Starts at 24.99 | Starts at 49.99 |
8- Ameyo
Users often find the pricing of Ameyo higher than some competitors, especially when implementing additional modules or custom features, which might strain budgets for smaller UAE businesses. It’s worth noting that the monthly fee is 61 USD for each user, irrespective of whether they are an agent or a supervisor.
9- Voiso
Users in the UAE generally appreciate Voiso's pricing model for its flexibility and scalability, as it charges only for active users. This makes it appealing for businesses aiming to optimize costs, especially for small and medium-sized enterprises (SMEs). The monthly pricing starts at $79 per active user for the Pro plan, which includes AI speech analytics, CRM integration, and messaging app capabilities. Larger enterprises may opt for the Pro+ plan at $129 per active user, offering unlimited storage and enhanced security features. A custom pricing option is also available for tailored needs.
However, some users have expressed concerns about the strict payment policies. They report operational disruptions if payments are delayed due to technical issues, impacting revenue for businesses relying heavily on the software. Despite this, most users find Voiso's pricing reasonable compared to competitors, emphasizing its value for money due to its feature-rich platform and robust customer support.
Plan | Start-up Call center fundamentals (USD/User/Month) | Pro Omnichannel contact centers (USD/User/Month) | Pro+ For enterprise-sized organizations. (USD/User/Month) |
Voiso | 49 | 79 | 129 |
10- Bevatel
Users of Bevatel call recording software in the UAE generally view its pricing plans favorably, appreciating its affordability and value for money. While the exact pricing is not publicly disclosed, it appears to be customized based on specific business needs, requiring potential clients to contact the vendor for details. Bevatel does not offer a free version or trial, which might influence decision-making for cost-sensitive users
Monthly (USD/User/Month) | Quarterly (USD/User/Month) | Semi-quarterly (USD/User/Month) | Annually (USD/User/Month) | |
Startup | 79.60 132.85 | 75.62 126.21 | 71.64 119.57 | 59.70 99.64 |
Medium-size Businesses | 186.10 265.97 | 176.79 252.67 | 167.49 236.71 | 139.57 199.48 |
Large Enterprises | N/A | N/A | N/A | N/A |
11- Globitel
Globitel's pricing in the UAE appears to vary depending on the solution and deployment specifics. Its Performance Management Platform offers a one-time flat rate of $25,000, with no free version but a free trial available. Payment structures for other services are not explicitly listed, as Globitel typically follows a "contact for pricing" model to tailor costs to client needs. This approach aligns with its focus on delivering customized telecom and customer experience solutions.
UAE users appreciate Globitel's robust features, such as real-time reporting and customizable KPIs, particularly for call centers and telecom operators. However, some find the initial costs steep, especially for smaller businesses, and would prefer more flexible pricing options.
12- Knowlarity
Users in the UAE have mixed opinions about Knowlarity's pricing plans. While the platform is generally considered cost-effective for larger teams (five or more agents), especially when compared to competitors like Ozonetel and Exotel, there are notable challenges regarding cost transparency and post-setup expenses.
Although Knowlarity provides a variety of features, some users feel that the details regarding what is included in each plan could be clearer. This lack of transparency may lead to misunderstandings about what businesses are actually getting for their investment.
Inbound Call Center (USD/Month) | Inbound & Outbound Call Center (Rs/Month) | Inbound & Outbound Call Center +lead management software (Rs/Month) |
23.81 | 35.72 | 41.67 |
For Toll-Free numbers, here are the yearly plans:
Basic Plan (Rs) | Advance Plan (Rs) | Premium Plan (Rs) |
250.10 | 343.00 | 550.22 |
13- NICE
Reviews highlight that while NICE CXone is feature-rich and suitable for large-scale operations, some users feel the costs can escalate with additional features and advanced support services. The platform's robust tools, like omnichannel routing and quality management, justify the pricing for enterprises requiring those capabilities. However, smaller organizations might find the cost harder to justify.
Some users have expressed concerns about the complexity of certain functionalities and the need for additional expertise (e.g., API usage) to fully leverage the platform. These factors can affect perceived value, especially if the advertised features require extra resources to implement effectively.
Interaction orchestration is the primary solution that NICE provides to businesses for managing digital and phone communications. Here are the prices for each tier.
Digital Agent (USD/User/Month) | Voice Agent (USD/User/Month) | Omnichannel Agent (USD/User/Month) |
71 | 94 | 110 |
The other category represents the call center management system with analytics tools, which provides managers and supervisors with a more comprehensive view of the center's performance.
Essential Suite (USD/User/Month) | Core Suite (USD/User/Month) | Complete Suite (USD/User/Month) |
135 | 169 | 209 |
Cloud Call Center Providers Pros and Cons
The variety of solutions drives you to determine the features you need in the cloud call center software you’re looking for. Then, you can know if the feature is considered a con or a pro. If it’s pro, the software will join your shortlist; if it’s not good enough, you should abandon it. In this section, we’ll accurately determine the pros and cons of each solution, committing to transparency and an unbiased point of view.
ZIWO
Pros
Call Features: Users appreciate its numerous features, such as call recording, real-time monitoring, call tracking, IVR integration, and detailed reporting, which help businesses improve efficiency.
Customer Support: The 24/7 customer support is often highlighted as exceptional, with responsive and helpful staff. Many users commend the support team for providing assistance even during weekends.
Call Quality: Reviewers consistently mention high call clarity and quality, which is crucial for international and local communication.
Customizability: The dashboard is customizable, allowing users to tailor it to their needs.
Integration: ZIWO integrates well with popular ticketing systems and other software, making it a good fit for business operations.
Competitive Pricing: Ziwo offers flexible pricing options, especially beneficial for smaller businesses.
Cons
Call Logging Issues: A few users mentioned that call logs sometimes get lost or don’t display incoming numbers, which can be inconvenient for client confirmation.
User Experience Enhancements: Users have suggested improvements like allowing widgets on the dashboard to be rearranged and adding features like disposition options and better reporting tools.
Background Operation: ZIWO does not always run in the background, which causes users to be logged out if the screen goes off or they are idle for a while.
Mobile App: The mobile app needs improvement, as some users have experienced glitches or reported that it lacks the functionality available in the desktop version.
Sprinklr
Pros
Supporting the agent: The solution provides an overview of the customer and offers the agents a suitable response they can use to interact with the customers.
Cons
Overwhelming Variety of Options: While the breadth of services is appreciated, it can be overwhelming for users to navigate and pick the right tools for their specific needs.
Maqsam
Pros
User-Friendly Interface: The platform is intuitive, making it easy for users to navigate and utilize features.
Easy Setup: Maqsam offers a quick setup with minimal legal complications and a "pay as you go" policy, providing flexibility.
Call Quality & Features: Users appreciate the crystal-clear call quality, efficient call recording, and advanced features like AI-based call transcription and summarization.
Seamless Integration: The platform integrates well with HubSpot and other tools, improving team productivity.
Cons
CRM Integration Limitations: Maqsam doesn’t fully integrate with all CRMs, limiting call functionality within unsupported platforms.
Occasional Call Disconnections: Weak internet connections can cause calls to drop occasionally.
Data Export Limitations: Exporting large amounts of data can be cumbersome, with restrictions on handling over 10,000 calls at a time.
Feature Control: Admins have limited control over certain features like IVR, and outbound user adjustments must be handled by Maqsam’s team.
Callgear
Pros
Great Customer Support: Users appreciate the responsive and helpful customer support provided by CallGear.
Cons
Limited UX Competitiveness: While CallGear is functional, its UX design could be more polished to match competitors and attract a wider audience.
3CX
Pros
Feature-Rich: Many users appreciate the comprehensive features, including call recording, integration with CRM tools, scalability, and the ability to set up on-premise, cloud, or private cloud environments. Its ability to support remote workers and mobile app functionalities is highly valued.
Ease of Setup: 3CX is noted for being easy to install and configure, even with minimal technical training. The platform is user-friendly and provides flexibility in deployment.
Performance and Reliability: The platform is seen as reliable, with some praising its 24/7 uptime and solid performance in both small and large companies.
Integration: Users appreciate integrations with Microsoft 365, HubSpot, and other software, enabling seamless workflows.
Cons
Usability Issues: The user interface, particularly the desktop app, has been described as clunky, and updates have sometimes led to issues like larger windows taking up screen space or dropped features. Users also mention glitches, slow initial connections, and security concerns with the desktop app.
Support: Several reviews mention inconsistent or inadequate technical support. Users often need to rely on community forums or self-service troubleshooting.
Reporting Limitations: The native reporting features are seen as bare and not user-friendly. Complex reports require additional work outside the platform, which some users find time-consuming and inefficient.
Genesys
Pros
Good Documentation: The documentation provided by Vitech helps users navigate the tool effectively, supporting the execution of complex tasks.
Enterprise-Wide Integration: Genesys facilitates enterprise-level MBSE processes, allowing for effective system management and integration, particularly for those familiar with MBSE.
Ease of Usability (IVR System): Users find the Genesys IVR system intuitive and easy to use, contributing to increased efficiency.
Cons
Slow to Adapt to Trends: Genesys has been slow to react to emerging industry trends, leaving some users dissatisfied with its functionality.
High Price: While the product is valuable, its pricing is considered high, though some users find it worth the investment.
Avoxi
Pros
Excellent Customer Support: Avoxi’s support team stands out for its quick response time and knowledgeable staff. Many reviews highlight the availability of live support via phone, chat, or email, often noting that issues are resolved promptly.
Call Quality: The call quality is frequently mentioned as a key benefit, particularly in international contexts. Users commend the platform’s ability to handle calls seamlessly across multiple countries.
Useful Features: Avoxi offers many useful tools, such as international number provisioning, call recording, and CRM integrations. These features are important for businesses with international clients and remote workforces.
Cons
Outdated Partner Portal: A few reviews highlighted that the partner portal could use an update, though it was still deemed manageable.
Cost Concerns: Some reviewers mentioned that while Avoxi’s pricing is reasonable, they expected lower costs over time as technology evolves.
Minor Call Issues: A handful of users mentioned occasional problems with incoming and outgoing calls, but these were usually resolved quickly with support.
Ameyo
Pros
Feature-Rich: Users appreciate features like call recording, rerouting, live call monitoring, and integration with tools like LeadSquared. It’s also favored for handling both inbound and outbound calls effectively.
Good Voice Quality: Many reviews highlight clear voice quality, even for international calls, contributing to an overall smooth experience.
Strong Customer Support: Ameyo’s customer service is consistently highlighted as responsive, providing quick resolutions to issues.
Customizable & Scalable: Ameyo is noted for being adaptable to various business needs, particularly in large organizations.
Cons
Complex Configuration: While Ameyo is feature-rich, the complexity of some features, like configuration settings and report filtering, can be overwhelming for some users.
Slow Loading Times: A few users have complained about the system lagging, especially when running on lower internet speeds.
Data Security & Compliance: Concerns about data security and compliance have been raised by some companies, preventing them from fully adopting the platform.
Outdated UI: There are calls for improvements in the user interface, which some feel has remained stagnant for years.
Voiso
Pros
Reliable Call Quality: Voiso is consistently highlighted for its high-quality, uninterrupted voice calls, both domestic and international. This is a key advantage over other platforms.
Comprehensive Features: The platform offers a wide array of features for call center management, including call recording, call routing, and real-time analytics. Users appreciate the flexibility and the ability to manage full call center operations effectively.
Strong Customer Support: Many users commented on Voiso's quick and responsive customer support, with representatives being proactive in resolving any issues.
Integration Capabilities: Voiso’s compatibility with various apps and CRMs is appreciated, making it a versatile tool for businesses with different needs.
Cons
Limited Advanced Features: Some users noted that Voiso lacks a few advanced features, such as WhatsApp message search and SMS functionalities, though they are reportedly in development.
Customization: While Voiso is flexible, a few users mentioned that certain advanced call center functionalities could benefit from more customization options.
Pricing: A few users mentioned that while Voiso is mid-range in pricing, they would appreciate lower costs.
Minor Issues with Integrated Features: Some reviews pointed out occasional hiccups, like limited functionality with the integrated calling app or the need for additional CRM integrations.
Bevatel
Pros
Professional Call Center System: Bevatel's call center and CRM systems are highly regarded for their professionalism and their impact on customer support operations.
Audio Transcription and Integration: Features like audio transcription and seamless integration with third-party software are appreciated.
Responsive and Reliable Customer Support: Users consistently mention the company's responsive customer service and the regular updates to improve the system.
Cons
Price Could Be Lower: Some users felt the pricing, while reasonable, could be reduced further.
Longer Call Handling Time: A few users mentioned that calls could take longer than desired.
No Auto Switching for Minutes: There is no automatic switching between inbound and outbound minutes, which some users noted as a downside.
Globitel
Pros
Server Performance and Stability: Users reported significant improvements in server uptime and overall performance after switching to Globitel. The platform is described as stable, with no major service interruptions.
Data Backup and Migration: Managed data backup is frequently mentioned as a feature that relieves users of manual backups, providing security and convenience.
Cons
Limited Communication with Technical Support: One user mentioned a lack of communication with the technical support team during critical moments, impacting their ability to solve issues efficiently.
Lack of a Mobile App: Another drawback mentioned is the absence of a mobile app, which would enhance user experience by allowing easier management on the go.
Knowlarity
Pros
Cost-Effective for Larger Teams: Users with five or more callers find Knowlarity more affordable compared to competitors like Ozonetel and Exotel. For teams with 20 or more callers, it becomes a clear cost-saving solution.
Valuable Features: Knowlarity provides useful features such as call recording, analytics, and active call monitoring, which enhance call center team management and help improve performance.
IVR Services: The IVR (Interactive Voice Response) system is well-received for its innovation and effectiveness in managing customer interactions.
Good Customer Support: Although there are occasional complaints, users generally appreciate the customer support, especially in delivering reports and solving issues.
Cons
Slow Customer Support: Several users report that Knowlarity's customer support can be slow and inefficient, with teams sometimes lacking focus when addressing critical issues.
Technical Issues and Pricing Concerns: One user described the service as expensive and plagued by technical problems, with limited support for porting to other providers.
Limited Dashboard Information: While the reporting system works, some users feel the dashboard lacks sufficient real-time data, and they’d prefer more detailed metrics directly accessible.
IVR Transfer Delays: Occasionally, users experience delays in IVR transfers, impacting the overall experience.
NICE
Pros
Real-Time Monitoring and Reporting: CXone offers strong real-time monitoring, business intelligence (BI) reporting, and the ability to run detailed reports on demand. This provides managers with better oversight of agent performance.
Robust Features: The platform supports a variety of call center needs, from handling inbound and outbound calls to ACD (Automatic Call Distribution), call recording, and quality management. Its integration with CRMs and other tools enhances team performance.
Flexibility and Innovation: Users highlight the platform’s flexibility and constant upgrades, making it an adaptable tool for call centers over time. Several reviews mention long-term satisfaction with how CXone has evolved and improved.
Customer Support: Some users note that the customer support team, especially dedicated account managers, provides excellent assistance when needed.
Cons
Customer Support Delays: Several reviews mention that while customer support is helpful, it can be slow, often needing to escalate issues to back-office teams, which delays resolution.
Pricing: CXone is seen as expensive, although most users acknowledge that the platform's value justifies the cost. For smaller teams or businesses with tighter budgets, the high price point may be a limitation.
Limited Features in Specific Areas: While CXone operates properly in call management, its email capabilities and certain reporting features (like Quality Management Analysis, QMA) were seen as lacking by some users. These features are either less advanced or have a steeper learning curve.
Invoicing and Portal Issues: A few users have complained about recurring invoicing issues and challenges with the platform’s password and login system.