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NICE CXone
Description de NICE CXone
NICE inContact est une des meilleures plateformes de gestion de l'expérience client sur le cloud. Grâce au routage omnicanal, à l'analytique, à l'optimisation des effectifs, à l'automatisation et à l'IA (intelligence artificielle), CXone permet aux organisations de toutes tailles de fournir des expériences client haut de gamme sur plusieurs canaux.
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.
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NICE CXone
Avis sur NICE CXone
Excellent CCaaS Leader
Great for a small call center
Commentaires : My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.
Avantages :
Mostly reliant software with great sound quality Great call routing features and automation Quality call recording options (useful for escalations or PIP) Cost effective due to the entire company using the platform (may be expensive for smaller teams)
Inconvénients :
When system is down, missed calls are lost System support can be slow at times Reporting capabilities could be expanded (improved dashboards)
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.
Réponse de l'équipe de NICE
il y a 4 ans
Thanks for your feedback, Warren!
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.
Alternatives envisagées :
InContact Review
Avantages :
Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.
Inconvénients :
Analytics are hard to use and are not accurate based on what I know. InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months. We need additional widgets in the dashboard but can't get them.
Réponse de l'équipe de NICE
il y a 4 ans
Thanks for your detailed review, Emily!
Dec.2019_3M_US_Admin_Support_inContact
Commentaires :
Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience
Avantages :
The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support. Our TAM is amazing & knows her stuff. Reports are capable of great detail
Inconvénients :
Because of the open structure to access so much detail, it takes time to analyze what everything means. The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem. We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.
Réponse de l'équipe de NICE
il y a 5 ans
We're so happy to hear about your great experience! Thank you, Shelly!