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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.
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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.
Great Call Center Tools
What do you like best about the product?
The tools in CXOne are very easy to use. If i don't understand something, I can access DOJO or NICE Support.
What do you dislike about the product?
At times, the system may be difficult to access but clearing cookies usually resolves these issues. On some tools, there is limited flexibility. For example, we cannot add unexcused absences as sometime different from any other time off in WFM.
What problems is the product solving and how is that benefiting you?
Having the system select calls for evaluations is great! The WFM program is really easy to use too. Accessing reports enables me to make better decisions.
Move fast and with endless features!
What do you like best about the product?
InContact Cxone is great at managing an Omni Channel center. It's studio product is much more seasoned than competitors allowing you to do much more complex integrations with partners in easy-to-use UI.
What do you dislike about the product?
Just like most Telco providers, haveing a staging or UAT environment is difficult without isolating certain test agents, skills, and scripts to mimic a staging experience.
What problems is the product solving and how is that benefiting you?
InCOntact Cxone allows us to make changes daily to suit our partner's needs.
Good experience
What do you like best about the product?
ease of use it is easy and to hear the customer
What do you dislike about the product?
nothing so far I am still training with it
What problems is the product solving and how is that benefiting you?
helping connect to customers
inContact was better before NICE got involved
What do you like best about the product?
The reporting can be nice when it works. Our TAM is great, but we literally are paying someone to be our advocate and squeaky wheel to a company we are paying money to for their service. There is so much potential with this product but it has not lived up to expectations.
What do you dislike about the product?
The support is lacking. It's never their fault. They pass the blame on to everything BUT their system. I wish their support would provide more details on how to troubleshoot and fix something.
What problems is the product solving and how is that benefiting you?
We thought they could solve for productivity, it is actually worse now. The agents have no faith in the product and it is a morale killer. The extra reporting we didn't have before was great. The WFM is decent.
Streets Ahead
What do you like best about the product?
a wealth of features and functionality, new supporting products launched often to enhance to the base system
What do you dislike about the product?
Nothing so far, the product is very competative
What problems is the product solving and how is that benefiting you?
Solving customer pinch points
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