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.
Real-time adjustments enhance call management, though pricing needs improvement
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
We've had experience with this product since 2020.
How are customer service and support?
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.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
The solution I'm most familiar with is NICE CXone.
What other advice do I have?
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.
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?
A contact centre with great feature with lots of scope of improvement
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.
Flexibility and control allow users to build and manage their environments efficiently
What is our primary use case?
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.
How has it helped my organization?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I've been working with NICE CXone for four years.
What was my experience with deployment of the solution?
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.
What do I think about the stability of the solution?
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.
How are customer service and support?
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.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
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.
How was the initial setup?
For a smaller organization, keeping the out-of-the-box configuration would make deployment easier. The deployment of NICE CXone is straightforward and simple.
What was our ROI?
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.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Other
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
WFM made easy
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
