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NICE CXone flexible with cool and suitable features
What do you like best about the product?
The best thing about this great tool is its great call routing capability and flexibility with the actual call options. On the other hand, the interface is good, easy to use and you can move comfortably through its system.
What do you dislike about the product?
I think they should improve their technical support and response times.
What problems is the product solving and how is that benefiting you?
Once configured we could notice the benefits, solving problems with call routing and message playback, plus we got used to this system for other types of needs such as live chat, customer support and all that.
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Platform that facilitates work on calls
What do you like best about the product?
I really liked this service, especially the voice recognition, the calls are faster and we can manage our time. I also like how easy it is to modify and use the supervisor console.
What do you dislike about the product?
It needs to improve the responses to make them faster. But the rest works well.
What problems is the product solving and how is that benefiting you?
It is ideal for calls because it just makes the job simpler to receive calls and transfer to the right departments and allows us to measure activities and this solves problems.
A fantastic product of receiving calls from our external clients
What do you like best about the product?
What I liked the most is that it is easy to use and allows you to control the call volume and is great for calls and just makes it easy to receive calls and also the control panel is good and data analysis on top of that to keep track of login.
What do you dislike about the product?
Some functions are somewhat confusing due to lack of documentation and training.
What problems is the product solving and how is that benefiting you?
We use it mainly for calls and having a main channel for our customers, besides that, contact entry, voice analytics and obtaining valuable information and facilitates the creation of contacts and is extremely useful and ends ups solving many problems.
NICE CXone is a good tool for our communication channel with our clients
What do you like best about the product?
What I liked most is that it offers a wide range of functionalities to cover various needs, such as omnichannel communication or analytics. I love the chat and emails, as well as the excellent use of analytics and the provision of good services.
What do you dislike about the product?
Nothing negative so far. Only positive things.
What problems is the product solving and how is that benefiting you?
So far NICE CXone has worked great for different needs, such as improving call center, customer self-service, help desk, live chat, analytics, and its all going very well, so far so positive.
NICE CXone
What do you like best about the product?
Web-based application allows for quick updates and ease of use and versatility.
What do you dislike about the product?
Web-based application can cause unexpected effects such as audio disconnects.
What problems is the product solving and how is that benefiting you?
The ability to route and answer phone calls in a timely manner. This allows us to provide the best possible service to our members.
Very good product with excellent functions and good interface
What do you like best about the product?
What I liked is that it is easy to implement and the interface is easy to use. Also, I like the features for our business, the easy access to data, it is stable and has no outages. It also improves performance issues.
What do you dislike about the product?
Nothing negative to say about NICE CXone, everything is going very well so far.
What problems is the product solving and how is that benefiting you?
It helps us a lot because of its amazing features to be in contact with our customers, follows up quality management, contact center, call center and it is nice and easy to use.
Less downtime and easier to use than previous systems
What do you like best about the product?
CXone has been much easier to use than several of our previous aplications. It's very intuitive and tasks can be done quickly. We've also experienced less down time than with our old systems. Adding an agent used to take me at least 20 minutes previously. Now it takes 5 or less minutes. Getting support is less annoying than with the last company we used as well. If something might impact the team, they let us know about it right away and give frequent progress updates, although we very seldom have been impacted.
What do you dislike about the product?
It's very succeptible to fluctuations in Internet. Since it's a browser based solution, if one agent is having issues, it's very hard to get support and suggestions for an individual, because if everyone else is working they assume it's not their problem.
What problems is the product solving and how is that benefiting you?
It's simplifying day-to-day tasks and making my job as an administrator of the solution much easier. For almost everything we do, it takes less time and is more intuitive than other systems. Hopefully we can get company funding to include more of their AI options in the future because I think those will simplify things even more.
Great interconnectivity and Service
What do you like best about the product?
We love the way it seamlessly works with our other products. And it is customizable for our needs.
What do you dislike about the product?
The learning curve to teach how to use the software is high.
What problems is the product solving and how is that benefiting you?
CXone helps us contain the call data for our workload. It saves us countless hours of work to call the right places for us at the right times.
NICE CX One is a game changer:
What do you like best about the product?
The ease of administration and the volume of tools available in the application to monitor/manage agents, report caller metrics and manage schedules to name a few. Our support agent with NICE is invaluable in assisting us when necessary.
What do you dislike about the product?
Not really any downside. Maybe that add-ons are relatively expensive.
What problems is the product solving and how is that benefiting you?
NICE CXone is helping us to more efficiently route calls and provide assistance to those in our community who use our United Way 211 service to get help/resources. It also helps us manage the quality of our agents' responses.
Customers Get It & Love It
What do you like best about the product?
The simple and customer centric nature to this product makes it easy for our customers to use.
What do you dislike about the product?
I have not experienced an inconvenience so far!
What problems is the product solving and how is that benefiting you?
A streamlined portal for agents to communicate with!
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