NICE CXone Mpower

We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily by phone, but we're currently looking at diversifying the channels with omnichannel support such as chat, email, and social media.

Some of the best features with NICE CXone  are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.

We can monitor their activity in real time and manage the traffic as needed, flexing up by increasing the number of ports to ensure that none of our calls are dropped or reskilling our agents based on choices made in our IVR.

The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.

The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.

Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone 's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.

We've had experience with this product since 2020.

The response time can vary depending on the resource you need; they have 24-hour support for basic issues, but if the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.

On a scale of 1 to 10, I would rate their customer service or technical support about a six and a half.

Neutral

The solution I'm most familiar with is NICE CXone.

I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage.

Overall, NICE CXone is not a bad product at all. There are some opportunities for improvement that could make NICE CXone a solid offering—it's a great tool that is very intuitive and doesn't give us much headache to use, but the support could improve. If they could address the issues I've mentioned, they would have a really nice product.

I rate NICE CXone a seven out of ten.

Public Cloud

Amazon Web Services  (AWS )

What do you like best about the product?

- Handing over calls to external system using SIP based protocol supports here.
- It has it's integration capability after call escalates from an external IVR system to Nice Max/Agent Desktop.
- We have integrated our Agent Assist product with Nice which was moderate difficult task.
- It support both chat and voice channel & we have both the solution in place.
- It has a CTI(Computer Telephony Integration) integrated inside Salesforce to handle both and Chat.

What do you dislike about the product?

This will be a bigger list.
- The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it has been log since it has not improved.
- There is a long process to update the redirect URL for authentication of Agent SDK in Nice CX as it goes through an application review process.
- There is no public case generation portal. I have not found any.(This is a very crucial miss)
- Nice has it's own way of syntax for writing logic. The documentation is expected to be more clear.
- There is problem when you open Nice Max or Agent Desktop, with it's agent status change. Sometimes, when you are making a call to a Nice Number because the Agent status is something like - working or Rejected & you can't change it to available.

What problems is the product solving and how is that benefiting you?

- Nice is a contact center and helping agents to handle the issues of the customers.
-We have integrated our product with Nice & it's kind of B2B deal for us with Nice.
- The existing customer of Nice becomes our partner and customer as well.

We use NICE CXone  for voice routing and we have our IVR on it. We utilize ACD, IVR, and many other features. In our current application, we have implemented almost everything available.

We build our own systems with NICE CXone . We control all the modules ourselves for the routing and queue management. We control our own systems, which is what we appreciate about NICE CXone. We're not relying on a third party to maintain our system.

We are implementing chat, email, and voice capabilities. We have multi-channel functionality and are working on combining that into an omnichannel experience for the users.

We've started exploring AI capabilities with NICE CXone. We have several other tools that we're researching for AI implementation. We have not fully launched our AI product because we want to ensure proper guardrails are in place. Currently, we are focusing on call summaries and updating our CRMs with these summaries. We are not implementing next-best actions for our agents at this time as we're trying to maintain control.

The solution is very similar to what we had previously with Genesis. We wanted to maintain that solution while gaining more flexibility when adding new features such as AI components, which is considerably easier now.

The control aspect has been particularly beneficial. We are able to control how we utilize our CCaaS  platform. We built our own CCaaS  platform using NICE CXone in our AWS  environment. This control was a significant benefit of NICE CXone.

The system is very flexible and powerful, especially for organizations wanting to control their environment. While Amazon Connect  is effective, NICE CXone requires less work with its easier portal to configure the ACD and different users. NICE CXone provides better flexibility to build your environment with a cleaner UI for environment control.

The solution provides opportunities to connect with various carriers, unlike Amazon Connect . Amazon Connect doesn't offer the same level of control into ACD or SBCs.

We need more control over the AWS  side of NICE CXone as that's the only area where we lack control. We should have more control over our AWS implementation instead of relying on connections and controls from NICE CXone to AWS. They currently have excessive control in that area.

I would need to examine other aspects of social media integration for NICE CXone and their control mechanisms. They are expanding into platforms such as WhatsApp, Facebook, and Instagram. I'm interested in researching if we can communicate through NICE CXone when someone discusses our brand on these platforms.

I've been working with NICE CXone for four years.

The deployment was straightforward. For a smaller organization, it would be simple to stand up and launch. However, within our organization, which is complex and heavily regulated, we added complications due to compliance requirements. It wasn't NICE CXone's fault that it became complicated. In general, the deployment of NICE CXone is straightforward and easy.

We experienced a significant outage when someone at NICE CXone brought our system down. This incident highlighted our desire for more control. The incident escalated to C-level involvement to resolve the situation.

In general, the stability is good. We have our own technical account manager and substantial visibility. We maintain a good working relationship with NICE CXone, and their technical support is effective.

The customer service is generally good. We have our own technical account manager which provides us with substantial visibility. We work effectively with NICE CXone and their technical support is reliable.

Positive

We received an attractive deal when NICE CXone introduced their inContact solution. We knew we wanted to transition from our on-premises Genesis solution.

Genesis was just launching their cloud solution while NICE CXone was more mature at that time. This maturity was a key decision-making factor along with pricing. Genesis, despite us being an existing client, didn't offer competitive pricing.

For a smaller organization, keeping the out-of-the-box configuration would make deployment easier. The deployment of NICE CXone is straightforward and simple.

While specific numbers aren't available, comparing our previous costs with Genesis, there is definitely a return on investment. We are achieving cost savings compared to our previous Genesis expenses.

We utilize the analytics tools within NICE CXone while also employing our own tools. We scrape our data and use our own analytics tools alongside NICE CXone's insights, which help inform our contact center decisions.

We are implementing Enterprise Strategic Planning (ESP). For workforce management, considering all our different channels, it's beneficial to monitor agent breaks, volume increases, and plan agent scheduling accordingly.

On a scale of 1-10, I rate NICE CXone a 9.

Other

Amazon Web Services (AWS)

What do you like best about the product?

It has various features like Exception entering, break optimisation, schedule adherence, schedule plotting or updating

What do you dislike about the product?

Interface looks old. It was recently updated however it looks old

What problems is the product solving and how is that benefiting you?

Features like extracting real time data of agents state, schedule adherence & exceptions marking helps a lot

What do you like best about the product?

I like that the call quality is excellent, allowing me to easily access agent calls. The platform's intuitive design made setup easily, and the tool integrates seamlessly with most websites. The features are perfectly suited to our needs.

What do you dislike about the product?

Incoming calls may not display correctly, and some calls my be dropped for no reason. Some features may not always be intuitive, and occasional erros may occur.

What problems is the product solving and how is that benefiting you?

Its history feature allows me to better track my equipment and be more efficient in my daily work. It allows us to serve our clients professionally. I'm very satisfied with the way the platform delivers its services.