Efficient but Faces Audio Challenges
What do you like best about the product?
I do like this part of the NiCE CXone system. It's quick and fast and doesn't really lag unless you're on a call. It is an easy system to navigate. The initial setup is pretty easy.
What do you dislike about the product?
I don't like that the calls on NiCE CXone sometimes break down or drop randomly. It's frustrating because it's not just me; other agents experience this as well, so I'm sure it's not a network issue. The app also doesn't work well with VDI sessions, which makes it inconvenient.
What problems is the product solving and how is that benefiting you?
I use NiCE CXone for inbound and outbound calls to assist with patient help and prescriptions at the pharmacy.
Cxone Simplifies Calling and Scheduling in One Place
What do you like best about the product?
Cxone helps us make calls and also keeps our schedules saved. Previously, we had to use two different apps to handle these two tasks.
What do you dislike about the product?
We don’t receive any notifications or alerts when there’s a change to the schedule or our working status, so it’s easy to miss important updates.
What problems is the product solving and how is that benefiting you?
Well, it’s a good calling application. However, the interface could be improved, and features like call transfer should take fewer steps, since right now it feels like it takes 2–3 clicks.
Great Lead Visibility, but Reporting Still Hard to Understand
What do you like best about the product?
The ability to see what leads were remaining and how many were queued up for dialing
What do you dislike about the product?
Reporting was hard to understand. Was getting better but still worst part
What problems is the product solving and how is that benefiting you?
Its solved the call center capabilities forus
Easy Schedule and Availability Management with Nice
What do you like best about the product?
The helpful about Nice is that I can easly manage my schedule and my availability.
What do you dislike about the product?
The least hhelpful about Nice is the alert dateson the left side, it's not allowing me to choose the specific date for my previous schedule.
What problems is the product solving and how is that benefiting you?
It help solve the schedules of manpower and its' accesible
Omnichannel features have unified journeys and AI now speeds up responses for our agents
What is our primary use case?
We use NICE CXone for inbound and outbound calling and other digital channels for contact center purposes across all verticals. We are a system integrator and telecom provider that bundles this platform with our services and sells it to our customers.
We utilize all the features of NICE CXone because, based on customer requirements, it meets all aspects of features and functionality that are required. We work with multiple customers and position contact center solutions based on their needs, including inbound, outbound, all other digital channels, analytics, and AI features. We position solutions based on requirements, which can be NICE CXone or Genesis based on regional availability and customer budget appetite.
Regarding the analytics aspect of NICE CXone, we have not deployed it for any customers. We have reviewed the product capability through a product demo, but it has yet to be deployed for any customers.
We have worked with the omnichannel capabilities in NICE CXone.
Regarding workforce optimization with NICE CXone features, we have worked standalone with only the QM that has been initiated. Workforce has yet to be deployed as part of the bundle, and only QM has been utilized so far.
I work with the AI-driven tools in NICE CXone, specifically AI CoPilot and Enlight, which we are currently deploying in our system.
What is most valuable?
I assess the ease of using NICE CXone interface for new agents as excellent.
I assess the impact of the omnichannel capabilities on customer journey consistency as excellent. It is a single pane of glass solution where all channels and omnichannel features are available. It is very supportive and increases customer productivity overall.
The AI-driven tools in NICE CXone have improved customer interaction by providing auto responses from connecting to the system of records. Multiple features are available, such as Agent CoPilot, which assists agents with knowledge base access. These individual features complement the overall solution and reduce the average speed of transfer for agents and callers, enabling faster response times to customer queries. The AI widget helps achieve faster answer resolution to customer queries instead of requiring only manual intervention with agents toggling between multiple screens.
What needs improvement?
NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives. When it comes to solutioning, there are too many SKUs, which are line items or components that could have been bundled together. For example, CXone agent licenses do not include QM in the basic packages, whereas in the Genesis world it is bundled. The price comparison is higher compared to Genesis or other platforms. I have been using Genesis for three to four years across multiple customers, and now that NICE CXone has become available, I have started comparing all the features and benefits. I find there are some gaps, with more features available but at a higher cost for NICE.
Regarding cost-effectiveness and return on investment of NICE CXone, the main challenge is working with the NICE team. The speed of onboarding is lengthy and people-dependent initially. When comparing with other OEMs and CCaaS products, the UI interface and partner portal have multiple access points. I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location. There is room for improvement in this area, though gradually NICE can change this approach.
For how long have I used the solution?
I have been working with NICE CXone for almost a year.
How are customer service and support?
On a scale of one to ten, where ten is the best, I would rate NICE CXone technical support team a ten.
How would you rate customer service and support?
How was the initial setup?
When it comes to the initial setup of NICE CXone, I find it entirely people-dependent. The process is not very straightforward because my team and I already know how CCaaS works. However, my interaction with the NICE team involves very basic information. Instead of providing comprehensive information all at once, they appear to be dragging things out. They should respect our time and enable us completely instead of providing small piecemeal information. They have complete information available and should have shared it with us rather than sharing only fragments. Providing the entire picture would speed up the whole process of onboarding.
What other advice do I have?
My recommendation for other organizations considering NICE CXone is that it is a good solution. Currently, I am based in India, and NICE CXone does not have a node in India to meet India's regulatory requirements. As a result, I can only recommend it for international customers at this time. For India, it is not yet ready, and comparing it to other OEMs, it has yet to scale up. Once India has a node ready, we can promote this in India as well. As of now, we are proceeding very slowly and steadily with this product.
One important point is that working with NICE CXone is not just about the product platform; the people matter significantly. The product platform is fine, but the regional team's responsiveness and the speed at which they respond affects the overall experience. The perception of the product is ultimately shaped by how efficiently people support the onboarding process. This perception could have been avoided if people responded faster to support onboarding. I would rate this review a ten overall.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Comprehensive Performance Tracking with Great Features
What do you like best about the product?
I like how it provides different features for us to review our performance, and activity throughout the day. It is a tool we use frequently during the day to reach out to our customers.
What do you dislike about the product?
It can be it bit difficult to use when the system is experiencing glitching.
What problems is the product solving and how is that benefiting you?
It is allowing us to contact our customers and connected with another platform it auto populates our customers information.
Efficient Call Reporting and Sorting with NICE CXone Mpower
What do you like best about the product?
NICE CXone Mpower is nice because in quality we can pull calls from reports in an efficient manner. There are several options for sorting and pulling applicable calls for situational awareness.
What do you dislike about the product?
NICE CXone Mpower can sometimes refuse on agents when taking inbound calls from the interference with multiple applications operating at the same time.
What problems is the product solving and how is that benefiting you?
Quality Assurance is the main task this application solves and benefits me. I am able to retrieve calls and save audio data to send during 1:1 and coaching sessions.
Support and Community Need Improvement
What do you like best about the product?
Good technical documentation with clearly defined API
What do you dislike about the product?
Lack of meaningful support. Limited forums for asking questions. Forcing users to write reviews in order to post questions. Semantic inconsistencies between Websocket and API interfaces
What problems is the product solving and how is that benefiting you?
Simplify call agents interactions with customer
Great tool to Manage call flow and Team
What do you like best about the product?
Easy to follow and customize the Dashboard. I enjoy this feature so that I can keep tabs on what calls are coming in as well as what agents are doing. It helps us provide our clients a higher overall SVL.
What do you dislike about the product?
I would like to see additional options for dashboard customization. I like the feature of being able to highlight certain metrics to stand out, but I would like to see more features to manage SVL and agents overall.
What problems is the product solving and how is that benefiting you?
Nice InContacts helps manage the team, Calls, their hours, and reporting all in one, as well as all the metrics of the calls.
Recommendations to others considering the product:
Its an easy all in one system that can effectively manage your team and call center.
Reliable and Efficient Customer Experience Platform
What do you like best about the product?
What I like best about NiCE CXone Mpower is its intuitive interface and smooth integration with daily workflows. It centralizes communication tools in one place, making it easier to manage customer interactions efficiently. The platform is also stable and reliable, which reduces downtime and improves overall productivity.
What do you dislike about the product?
While NiCE CXone Mpower is overall reliable, there are occasional delays when switching between features, and the reporting tools could offer more customization. These are minor issues, but improvements in speed and flexibility would make the experience even better.
What problems is the product solving and how is that benefiting you?
NiCE CXone Mpower helps centralize and streamline customer interactions, reducing the complexity of managing multiple communication channels. It improves team efficiency, ensures faster response times, and provides clear insights into performance metrics. This results in better customer satisfaction and allows our team to focus on higher-value tasks rather than administrative coordination.
