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Outstanding Platform
What do you like best about the product?
The platform is very user friendly. They are prompt with customer support when needed. It is very customizable to match to the CRM that you are using.
What do you dislike about the product?
Some of the backend programing is a bit harder to understand for most folks so you have to spend a lot of time learning it. The tech support is very good but sometimes hard to understand so things can be lost in translation.
What problems is the product solving and how is that benefiting you?
We needed a platform that was stable, able to be built to what we needed and user friendly. NICE checked all of those boxes for us
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NICE CXone is the ONE!!!
What do you like best about the product?
NICE CXone is most helpful and dependable
What do you dislike about the product?
Nice CXone has only minor issues. Great!
What problems is the product solving and how is that benefiting you?
The problems that NICE CXone has solved is a seamless navigation of the platform. Everything is so easy to understand and access.
I am a Junior Engineer with the CXone platform.
What do you like best about the product?
It never goes down. almost any time we have had any sort of an outage it was always due to circumstances that were outside of both Nice and our controll. The up time is amazing. I also spend a fair amount of time in the Interaction Analytics tool, mining call data for useful insights. There is always a new way to apply the information or a new tool that helps in displaying it.
What do you dislike about the product?
Because Nice has aquired so many smaller tools (companies) to build out its portfolio it can some times feel disconnected. They have been working diligently to fold everything in and give it a consistant look and feel but some tools are just not there yet.
What problems is the product solving and how is that benefiting you?
There is not a platform that can be set up as quickly as CXone. In the space of a day you can have ACD and IVR up and running and agents ready to take calls. The customization that can be carried out by one knowledable individual saves a ton in effort and cost when compared to the teams needed in several other platforms.
CXone Review
What do you like best about the product?
I like that the UI is relatively straight forward compared to other CRMS.
What do you dislike about the product?
The troubleshooting is very complicated.
What problems is the product solving and how is that benefiting you?
Call logs, call branding and tracking, etc.
25 years in Contact Centers choose NICE CXone for the past 10 years
What do you like best about the product?
The versatility and customization. It is the only CCaaS platform that offers everything in one. Everything working through one platform is powerful. It is easy to learn and use. The difficulty is in the design aspect.
After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact).
Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design.
After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact).
Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design.
What do you dislike about the product?
Your experience with NICE CXone is completely dependent on the design and execution by the Professional Services implementation team. The team can vary from horrible to amazing. Depending on their experience and knowledge.
On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time.
And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team.
On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time.
And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team.
What problems is the product solving and how is that benefiting you?
It allows us to have a single source of truth and single portal for the Agents. It can be customized to grow and evolve with our business needs.
Using NICE CXOne
What do you like best about the product?
Thorough telephone system with modules/components to pick and choose products you want. Overall NICECXone is a complete telephony system. Fast customer support when needed,
What do you dislike about the product?
Difficulty sometimes with integrating with other software vendors who are not preferred partners of NICE.
What problems is the product solving and how is that benefiting you?
Allows my organization to receive and respount to inbound contacts, IVR is allows my organization to route items efficiently and deflect for self-service opportunities.
Brilliant CCaaS experience
What do you like best about the product?
Adaptability of the platform and easy of use
What do you dislike about the product?
Response time may exceed at some moments
What problems is the product solving and how is that benefiting you?
Connecting different platforms and providing agent assistance
Ease of use
What do you like best about the product?
Easy to use/navigate. A lot of funtionality to help solve day to day needs
What do you dislike about the product?
present moment only dislike is budgetary
What problems is the product solving and how is that benefiting you?
use platform to conduct QA ro monitor perfromance, ability to have mulit options in phone tree set up
Nice CXone Review
What do you like best about the product?
Scripting allows us to satisfy a lot of use cases for our business that is always experiementing. Quality Management, Analytics, Performance Management, Revamped Customer Community, and Dojo are some of the applications I like the most.
What do you dislike about the product?
The reporting application is useful and has a lot of information that is useful for managing contact centers: however, it does crashes often and it's slow during peak times.
What problems is the product solving and how is that benefiting you?
The efficient operation of our International and Domestic contact centers.
Analytics and Technology Coordinator
What do you like best about the product?
NICE CXone is extremely scaleable and customizable. This allows to scale up and new features as our operations needs change.
What do you dislike about the product?
The downside of CXone is ensuring that our remote workers have the proper network connectivity to decrease performance issues.
What problems is the product solving and how is that benefiting you?
NICE CXOne has allowed use move our counselors to a remote environment. This immediately solved our space issues. But it also allowed us to continue operations easily during the pandemic and during weather emergencies.
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