--- description: NiCE CXone : avantages et inconvénients. Lisez les avis clients, consultez les prix et découvrez les fonctionnalités. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: NiCE CXone - Avis, notes, prix et abonnements - Capterra Canada 2026 --- Breadcrumb: [Accueil](/) > [Logiciels pour centre d'appel](/directory/30007/call-center/software) > [NiCE CXone](/software/134775/incontact-call-center-software) # NiCE CXone Canonical: https://fr.capterra.ca/software/134775/incontact-call-center-software Page : 1/25\ Suivant: [Page suivante](https://fr.capterra.ca/software/134775/incontact-call-center-software?page=2) > Un logiciel de contact client sur le cloud offrant des fonctions de réalité virtuelle, de routage basé sur les compétences, d'intelligence artificielle (IA), de mélange d'appels et d'analytique. > > Conclusion : 582 utilisateurs lui ont donné la note de **4.2/5**. Figure au meilleur classement pour **Probabilité de recommander le produit**. ----- ## Présentation ### Qui utilise NiCE CXone? Les centres d'appels des PME, des grandes entreprises et des organismes publics utilisent NICE inContact CXone pour offrir des expériences client haut de gamme sur tous les canaux numériques et vocaux. ## Statistiques et notes | Métrique | Notation | En détail | | **Note globale** | **4.2/5** | 582 Avis | | Simplicité | 4.2/5 | D'après l'ensemble des avis | | Support client | 4.0/5 | D'après l'ensemble des avis | | Rapport qualité-prix | 4.1/5 | D'après l'ensemble des avis | | Fonctionnalités | 4.1/5 | D'après l'ensemble des avis | | Pourcentage de recommandation | 80% | (8/10 Probabilité de recommander le produit) | ## À propos du vendeur - **Entreprise**: NiCE ## Contexte commercial - **À partir de**: 110,00 $ US - **Type de licence**: (Version d’essai gratuite) - **Public cible**: 501–1 000, 1 001–5 000, 5 001–10 000, 10 000+ - **Déploiement et plateformes**: Cloud, SaaS, web, Mac (ordinateur), Windows (ordinateur), Windows (sur site), Linux (sur site) - **Langues**: allemand, anglais, arabe, bulgare, chinois, chinois traditionnel, coréen, croate, danois, espagnol, français, grec, indonésien, italien, japonais, norvégien, néerlandais, polonais, portugais, roumain, russe, suédois, tchèque, thaï - **Pays disponibles**: Afrique du Sud, Allemagne, Anguilla, Arabie saoudite, Argentine, Australie, Autriche, Bahamas, Bahreïn, Bangladesh, Barbade, Belgique, Bermudes, Bolivie, Brunéi, Brésil, Bulgarie, Bélarus, Cambodge, Canada et 89 de plus ## Fonctionnalités - Automate d'appel - Base de données de clients - Collecte de données multicanal - Communication multicanal - Employee Coaching Tools - Enquêtes et feedback - Enregistrement des appels - Enregistrements - Fonctions pour centres d'appels - Formulaires personnalisables - Gestion de l'expérience client - Gestion de la communication - Gestion de la qualité - Gestion des accords de service - Gestion des billets - Gestion des boîtes de messagerie - Gestion des campagnes - Gestion des commentaires - Gestion des congés - Gestion des contacts - Gestion des employés - Gestion des enquêtes et sondages - Gestion des feuilles de temps - Gestion des listes - Gestion des listes d'attente - Gestion des modèles - Historique des clients - Journalisation des appels - Logiciels CRM (gestion de la relation client) - Logiciels de chatbots - Messagerie SMS - Messagerie instantanée - Messagerie vocale - Modèles personnalisables - Numéroteur automatique - Numéroteur prédictif (predictive dialer) - Planification du personnel - Portail libre-service - Prévision du travail - Rapports et analyses - Routage automatisé - Routage des appels - Scripts d'appel - Suivi des appels - Tableau de bord - Tableau de bord d'activités - Transfert de fichiers - Transfert d’appel - VoIP - Workflow Automation ... et 29 fonctionnalités supplémentaires ## Intégrations (36 au total) - AnswerDash - Applango - Atos Suite - Bullhorn - CallVU - Cyara - DaaS - Dynamics 365 - Firefly - Haptik - HubSpot Content Hub - Inbenta - Ivinex CRM - Kustomer - Lightico ... et 21 intégrations supplémentaires ## Ressources d'aide - Service client/courriel - FAQ/forums - Base de connaissances - Support téléphonique - Support 24/7 (réponse directe) - Chat/Clavardage ## Category - [Logiciels pour centre d'appel](https://fr.capterra.ca/directory/30007/call-center/software) ## Catégories connexes - [Logiciels pour centre d'appel](https://fr.capterra.ca/directory/30007/call-center/software) - [Outils de satisfaction client](https://fr.capterra.ca/directory/30541/customer-satisfaction/software) - [Outils de relation client](https://fr.capterra.ca/directory/30906/customer-engagement/software) - [Logiciels CCM (Customer Communications Management)](https://fr.capterra.ca/directory/31002/customer-communications-management/software) - [Plateformes de service client](https://fr.capterra.ca/directory/22/customer-service/software) ## Logiciels similaires 1. [Ringover](https://fr.capterra.ca/software/169627/ringover) — 4.7/5 (890 reviews) 2. [LiveAgent](https://fr.capterra.ca/software/102188/liveagent) — 4.7/5 (1789 reviews) 3. [Amazon Connect](https://fr.capterra.ca/software/1017140/amazon-connect) — 4.5/5 (96 reviews) 4. [HoduCC](https://fr.capterra.ca/software/156136/hoducc) — 4.6/5 (99 reviews) 5. [Genesys Cloud CX](https://fr.capterra.ca/software/21409/genesys-cloud) — 4.3/5 (269 reviews) ## Avis ### "Nice cxone2112" — 5.0/5 > **Denis** | *25 septembre 2026* | Transport routier/ferroviaire | Taux de recommandation : 9.0/10 > > **Avantages**: Reliable scalability for large enterprises handling high customer volumes. Robust workforce management tools for forecasting, scheduling, > > **Inconvénients**: Because the software is so extensive, steep learning curve for administrators and agents. User interface is also complex. > > Strong enterprise contact center platforms available. It excels in AI-powered automation, workforce management. ----- ### "Needs more improvement" — 4.0/5 > **Laila** | *15 décembre 2024* | Banque | Taux de recommandation : 7.0/10 > > **Avantages**: easy to use, user friendly interface. wish it had more options in terms of ringer tones and color features. > > **Inconvénients**: laggy. sometimes i could hear the other person pick up the call and it would disconnect thinking it was a voicemail. > > fix the overall bugs. i find it to be a good software tool but it should be able to differentiate whether it is a voicemail or an actual person picking up the phone and not disconnect right away. ----- ### "Excellent Resource; Future Versions Will Be Even Better" — 5.0/5 > **Saskia** | *19 septembre 2023* | Restaurants | Taux de recommandation : 10.0/10 > > **Avantages**: It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly. > > **Inconvénients**: The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time. > > It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them. ----- ### "Great Business Partner" — 4.0/5 > **Sarah** | *30 octobre 2024* | Services financiers | Taux de recommandation : 7.0/10 > > **Avantages**: Leading edge of contact center technology > > **Inconvénients**: Lack of support and training and downtime due to issues. > > Good experience, everyone we've worked with has been helpful. It's the knowledge base that seems to cause confusion and/or new product features that don't work as expected. ----- ### "I can't use this" — 1.0/5 > **Adam** | *31 août 2023* | Biens de consommation | Taux de recommandation : 0.0/10 > > **Avantages**: Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA). > > **Inconvénients**: You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own. > > I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver. ----- Page : 1/25\ Suivant: [Page suivante](https://fr.capterra.ca/software/134775/incontact-call-center-software?page=2) ## Liens - [Afficher sur Capterra](https://fr.capterra.ca/software/134775/incontact-call-center-software) ## Cette page est disponible dans les langues suivantes. | Langue | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Données structurées