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.
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.
Its simplicity, integrations and flexibility make it an effective solution
What do you like best about the product?
I like that the call quality is excellent, allowing me to easily access agent calls. The platform's intuitive design made setup easily, and the tool integrates seamlessly with most websites. The features are perfectly suited to our needs.
What do you dislike about the product?
Incoming calls may not display correctly, and some calls my be dropped for no reason. Some features may not always be intuitive, and occasional erros may occur.
What problems is the product solving and how is that benefiting you?
Its history feature allows me to better track my equipment and be more efficient in my daily work. It allows us to serve our clients professionally. I'm very satisfied with the way the platform delivers its services.
Helpful product with incredible new features
What do you like best about the product?
NICE CXone Mpower is always clear and reliable, which is crucial for maintaining professional communication with our customers. It also offers a seamless, cloud-based calling experience with an intuitive interface and useful features such as all routing and analytics.
What do you dislike about the product?
Sometimes integration don't work as well as they should, but it's nothing serious. Also, it's not easy to contact the billing or customer service department directly.
What problems is the product solving and how is that benefiting you?
Its intuitive interface, automation features, real-time analytics, ease of implementation, responsive customer service, and many other frequently used features make it the best choice for our business communications.
Flexibility of remote work and automation
What do you like best about the product?
I like that its intuitive interface makes it easy for new employees to understand, offering different features tailored to their needs. The app makes call management simple and has very useful features. It has all the necessary features to provide excellent customer service.
What do you dislike about the product?
At first, it's a bit complex compared to other solutions and ca be a bit overwhelming. There are sometimes delays in the information, I think the native reports could be improved.
What problems is the product solving and how is that benefiting you?
It helps our contact center optimize its workload, customer service is very responsive and helpful. It adapts to our company's needs and stands out as a truly comprehensive solution.
Great product
What do you like best about the product?
The product is user friendly and shorts the dashboard very well.
What do you dislike about the product?
The calls can drop or are hard to pick up sometimes
What problems is the product solving and how is that benefiting you?
Having a phone base which is through the phone rather than a landline system.
Great automation system for customer service purposes
What do you like best about the product?
I like the idea how it proactively anticipate customers needs and can fix issues before we become major issues.
What do you dislike about the product?
Overall, I don’t have any complaints about it. It just needs to be probably a little bit more user-friendly.
What problems is the product solving and how is that benefiting you?
It helps me mostly with the customer complaints
Extremely Helpful
What do you like best about the product?
It's resourceful and helpful when looking for valuable information.
What do you dislike about the product?
I don't have no dislikes about NICE CXone
What problems is the product solving and how is that benefiting you?
Helping me solve credential about NICE.
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.
