CXone Mpower

Great client's and customer experience

Commentaires : implementing NICE CXone has been a game-changer for our operations. The comprehensive suite of features has brought all the tools we need under one platform, saving us time and streamlining our processes.

Avantages :

wide range of features that cover various aspects of call center management, including call recording, monitoring, reporting, analytics, workforce optimization, and more. This comprehensive suite can streamline operations by providing all the tools needed in one platform.

Inconvénients :

Hard to find any :) It's important to note that experiences with software can vary widely based on individual needs, preferences, and the specific version or configuration of the software being used. To obtain the most accurate and current insights, I recommend you to get in touch with NICE CXone.

Great Product

Avantages :

Very easy to use, able to be deployed with little to no issues and it is always kept up to date

Inconvénients :

Tech support can take a little longer to get a case worked when something does come up

Avaya CMS is better

Commentaires : RTA and reporting functions are so basic and universal that it’s unacceptable when they don’t work.

Avantages :

The forecasting functionality was solid.

Inconvénients :

The canned reports were very, very limited Avaya CMS is a much more robust reporting tool. There were also frequent to issues with the RTA functionality; CXOne would show agents in the incorrect agent state. We had a secondary RTA system that would show the agents in the correct state.

One Stop Solution

Commentaires : Worth trying if you are looking for a contact center solution to manage your all needs.

Avantages :

User friendly with advance features including planning, managing real times queues, quality management etc.

Inconvénients :

having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background

You CAN'T Go Wrong with NICE CXOne!!!

Commentaires : LIFE CHANGING! The ability to report on current trends, agent visibility, customer interactions, etc, has been nothing short of PHENOMINAL!

Avantages :

EVERYTHING!!! We recently added many features to our suite of services, Feedback Management, RTIG, QM, WFM! We are also in the process of moving many of our teams into CXOne and the ROI we have already experienced is AMAZING!

Inconvénients :

We LOVE it all!!! ZERO complaints!! HIGHLY RECOMMEND!!!

Stuff [sensitive content hidden] Thinks

Commentaires : Pretty darn good, there are dark spot also, but in general good.

Avantages :

The ability to do whatever I think of, I can do

Inconvénients :

Troubleshooting the "Carrier Services" is not what I would call "stellar"

Great Service

Avantages :

Ease of use! Recording all calls after an easy login

Inconvénients :

We don’t really have issues until a power outage occurs but that is no fault of NICE CXone

Great Product

Avantages :

Easy management, set up, functionality and use

Inconvénients :

RIng Central Support team was inept, some of the reporting is clunky

Makes life easier!

Commentaires : My overall experience with NICE CXone has been smooth and I appreciate the ease of everything which allows me to have a great day of interacting with customers.

Avantages :

I like that NICE CXone is always reliable. There are hardly any issues, and the functionality is simple and easy to navigate.

Inconvénients :

There can be some minor connection issues every now and then, but nothing too intense.

It's Not Bad

Commentaires : i would say it's ok but not great. Needs more flushing out

Avantages :

nice interface easy to use and very straight forward.

Inconvénients :

lacks features of other competitors. Needs to be more robust.

Have been using NICE inContact since 2009

Commentaires : My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

Avantages :

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Inconvénients :

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

NICE CXone Review

Commentaires : My overall experience with NICE CXone is superb and I will recommend it.

Avantages :

The tools and how easy it is to explore and identify the well-organized procedure.

Inconvénients :

Everything is good since it was easy to use.

Avis Nice cxone

Commentaires : it's software that I liked because it allowed me to make customizations at the level of Nice incontact and a complete cloud solution and which has responsive and useful support for things that work but it would be preferable if the fall 23 version could resolve the problems submitted to it

Avantages :

it allowed me to make customizations at the level of Nice incontact and a complete cloud solution and which also has responsive and useful support for things that work

Inconvénients :

I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve any of the difficulties encountered

NICE Cxone Usage

Avantages :

The thing that I really like is that it is used to check my schedule on my work everyday.

Inconvénients :

The thing that I least like about NICE Cxone is the color scheme of the site.

It's so nice to have NICE!

Avantages :

I like how it is useful for workforce management

Inconvénients :

I have no complain because so far this is the best for me

Interactions feedback

Avantages :

It’s a neat product for building contact centers

Inconvénients :

Monitoring and lack of control on the backend systems

It's so nice we got this tool Nice inContact

Commentaires : It has generally been successful since it enables us to complete our work on time and in accordance with the designated work schedule for the day. My work became much easier thanks to this software.

Avantages :

The ability to look up our audio files and the system logs of our activities during our shift appealed to me a lot. Keeping track of one another's schedules has another advantage. I enjoy having access to earlier calls in order to help a disappointed customer. The callback option keeps our customers happy, and they consistently provide us with positive feedback when we quickly return their calls. These are only a few of the many elements that contribute to the software's user-friendliness.

Inconvénients :

So far, I haven't discovered anything I dislike. I've always utilized it myself without need assistance from another person to make changes.

Improve call center operations to achieve lean management

Commentaires : NICE CXone helps us assess the volume of incoming calls and decide how many resources to convert into a process. We can also see what the team has been doing to keep things under control.

Avantages :

NICE CXone helps us run our call center daily, reduce work, and increase capacity. User-friendly interface with everything displayed. Understanding our team members call productivity is critical, and I appreciate customizing tools to my preferences in the most efficient way possible. I like that NICE CXone stores calls in the cloud and offers various ways to quickly access and track calls, and NICE CXone dashboards provide fine detail, which I enjoy. I love the click-to-call feature.

Inconvénients :

Not much, since NICE CXone is accurate and the user should have enough training to use it successfully, however, I sometimes find it challenging to set up all the tools on the watch page, which I understand, but I don't need it because I need to keep track of so many teams.

Accessible and convenient

Commentaires : Excellent, smooth and awesome

Avantages :

Provide accurate data, user friendly and very easy to use.

Inconvénients :

none so far, if there will be, will keep you updated.

Omnichannel, Multi-site, International Contact Center

Commentaires : InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).

Avantages :

InContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform.

Inconvénients :

We skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to. Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication. Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system.

Nice Interface

Commentaires : I loved the app it helped my agents perform their jobs more efficiently

Avantages :

I love how i was able to control the information uploaded into the software for employees to manage.

Inconvénients :

The setup process is not easy if your not knowledgeable of the content and or company your using the software for

CXOne reminds me of a shiny, sleek, sports car powered by a go-cart engine.

Commentaires : It was much better several years ago but with every recent "upgrade" it has gotten worse. Latency is extreme to the point that all managers within our Contact Center have pleaded with our technology department to be removed from Single Sign On which we were only granted several weeks. As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart our computers, etc. The ACD screen freezes consistently and we are DAILY reaching out to our WFM team and asking them to move agents in and out of skills due to our timeouts and latency. These are truly daily occurrences and not the ramblings of a disgruntled user that is inconvenienced on an occasional basis.

Avantages :

The Dashboards are easy to configure and provide a nice view that you can tailor to both your department and/or individual needs.

Inconvénients :

As mentioned above, the Dashboards are very nice but I am often 2-3 minutes behind from a "real-time" view. Additionally, the most basic enhancements seem near impossible to consider as I'm regularly told "the system wasn't built that way". The Real Time Adherence view is a great example of this as I'll be monitoring 50 agents with an additional 10-15 that aren't even in a working state (in some case, even employees that do NOT work within the Contact Center). Basically, I'm looking at a bunch of "white noise" on the RTA screen instead of agents solely within my department. The issues may very well be concerns with my employer's technology team but since they are the ones in direct discussion with inContact, I just have to go by what they are saying.

NICE inContact might be a great for you, but it isn't right for me

Commentaires : I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the Agent.

Avantages :

Calls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features.

Inconvénients :

It's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market.

InContact Cloud Software

Commentaires : Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.

Avantages :

The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.

Inconvénients :

The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.

telephony revolution

Commentaires : After the pandemic, my company needed to adapt to the Home Office. As we worked at a central, we didn't know what would be done with telephony. Thanks to Nice, we were able to work safely from home. Not only that, but today we can consider having a hybrid work. To use the software, you only need an internet and a computer.
What I like most about Nice is knowing that I can work from anywhere.

Avantages :

The convenience of using the software from anywhere made my job much easier. The design that the reports are issued is incredibly understanding.

Inconvénients :

Every time I need to make a call, I need to put the "+DDI". As I make many calls in Brazil, I need to be constantly adding the "+55", which is Brazil's DDD.