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Excellent tool to communicate with end users
What do you like best about the product?
Excellent communication tools with end users where we can support them with a phone call or chat with excellent interface and added templates which can be modified.
What do you dislike about the product?
The UI can be imrpoved, and the communication tab should be able to move around should not always be in small vertical size should be adjustable, and correction for chat support can be added
What problems is the product solving and how is that benefiting you?
Helped with chat support to end user's and resolved their query easily to improve our brand and helping resolutions.
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Great System
What do you like best about the product?
The feature that I like best would be the mask feature.
What do you dislike about the product?
The only thing I do not like, have an issue with, and disapprove of is the fact that it is constantly disconnecting the agent's leg.
What problems is the product solving and how is that benefiting you?
I use NICE as a softphone for work. There are not any problems being solved. The benefit of having the softphone accessible without the NICE app open in the browser is very nice.
Recommendations to others considering the product:
Great system highly recommended
Extremely easy to operate. Best tool for chat/voice process.
What do you like best about the product?
The best part about NICE CXone is it's speedy and without any time delay of even a microsecond. Whatever you type will reflect in the tool immediately. In contrast, the tool we previously used was having a time delay of a few microseconds which was really inconvenient. Apart from that, the real-time monitoring of the transactions/chats is pretty cool.
What do you dislike about the product?
I do not like the NICE CXone VCC Max that comes as a pop-up window, and we have to work on the window to take chats/calls. It should be something like a separate browser tab instead of a pop-up window because when we click somewhere else on the screen, the window hides. Or it should be like sticky notes
What problems is the product solving and how is that benefiting you?
We solve e-Commerce related problems for the customers. Basically, on chat/call using NICE CXone, we have conversations with the customers and resolve their issues. After switching to NICE CXone, the average time taken to resolve the problem has reduced tremendously. Thank You, NICE CXone!
Recommendations to others considering the product:
1 - Make the NICE CXone VCC MAX sticky on the screen. The pop-up has to be visible all the time.
2 - Improve sound quality, the notification sound when a chat/call comes
2 - Improve sound quality, the notification sound when a chat/call comes
works great!
What do you like best about the product?
I like the way we get calls—one of the best systems I've used.
What do you dislike about the product?
I haven't found anything yet that I don't like at this point.
What problems is the product solving and how is that benefiting you?
ordering products for inbound calls
Easy to use dashboards with clear and accurate information on call queues
What do you like best about the product?
As an employee who uses NICE CXone I enjoy the agent list on my dashboard, it is very accurate and lets me know instantly whether or not my collages are available. This is extremely helpful for my position as a call coordinator as it saves me times by letting me know instantly when someone is open to taking a call or will need to call back
What do you dislike about the product?
There are a few things I think could be greater improved. I'm not sure if this is related to my company, but I do not enjoy the auto-accept for calls when I have the phone linked to sales force. When we were using cisco we would always be given the option to accept or reject a call when needed, now I have to unlink the phone after every call to get an accept or decline option. Overall that is not terrible, but it does add an extra step to my workflow
Changing work stations is also a pain for me, we can't have two different instances of the soft phone unless we have two liscence keys which makes it a nightmare to switch from home to office. I have to sit on the line with out IT department for at least an hour to have the liscence key reset because it shows as revoked every time I siwtch from home to the office. I understand that if covid were not a thing this would be an issue but it is not very flexible in that regard.
Changing work stations is also a pain for me, we can't have two different instances of the soft phone unless we have two liscence keys which makes it a nightmare to switch from home to office. I have to sit on the line with out IT department for at least an hour to have the liscence key reset because it shows as revoked every time I siwtch from home to the office. I understand that if covid were not a thing this would be an issue but it is not very flexible in that regard.
What problems is the product solving and how is that benefiting you?
The greatest benefit NICE CXone has for my team specifically is the queue visualizer in our dashboard. Our team is highly competitive and tries to keep our queue empty with very fast response times. Having that visual on how many calls are in queue, how long they have been in there and the percentage that we reached them within our time limit is helpful to let our team reach is call goals and show our company numerically that our team is the best.
Recommendations to others considering the product:
Wonderful phone system and dashboard for fast-paced professional workplaces that require phone systems and queues for workflow
Benefits of Use
What do you like best about the product?
Well the whole tool is comfortable and easy to use everything is well distributed and I never had a hard time at using it, I've never used a tool like this one. As for now I'm really happy with it.
What do you dislike about the product?
Well sometimes it crashes a lot which is not that common but when happens it's a little unlucky because I have to report the issue in case is affecting a lot my productivity
What problems is the product solving and how is that benefiting you?
Well it's a really useful tool, I've never struggled to find any option, I guess is friendly to every user and everyone can find out easily how to use it without help.
Recommendations to others considering the product:
Go ahead and try it!
organized and professional
What do you like best about the product?
Everything is great.I love this platform. It's organized and professional
What do you dislike about the product?
There is nothing to dislike. I love this platform. It's organized and professional
What problems is the product solving and how is that benefiting you?
I am solving the safety precautions for covid. There are lots of people infected and they need us.
positive
What do you like best about the product?
how it's integrated into salesforce. I like to
What do you dislike about the product?
it's buggy from time to time and sometimes needs to be refreshed
What problems is the product solving and how is that benefiting you?
I'm solving communication issues and benefiting from its integration with salesforce to perform my job in one place
Recommendations to others considering the product:
it's easy to integrate and use
Awesome!
What do you like best about the product?
I am able to also chat with the sales reps through incontact which is more organized
What do you dislike about the product?
everything works great thus far, no issues.
What problems is the product solving and how is that benefiting you?
we mainly are able to communicate with the sales reps while they are also on incoming sales calls, benefits are more organized and it does not freeze like google chat.
Fast, efficient and reliable
What do you like best about the product?
What I really like about Nice CXone is how fast the calls connect directly to the integrated phone, there is no need to have an additional softphone or a physical phone and then wait for the call to come in to accept it, just log in and the call will connect automatically reducing the probability of a dropped call.
What do you dislike about the product?
The calls are flowing like a charm, however, the chats are not quite fast, the window gets stuck when I move from one chat tab to another, it takes around 2-3 seconds to completely load the chat. It may not sound like a big-time, but dealing with 20-30 chats would seriously impact the performance stats.
What problems is the product solving and how is that benefiting you?
NICE CXone has drastically improved my performance as an agent, by having just one application running to handle the calls, my computer is running smoother, reducing the time I have to spend to continue with my call flow. Nice CXone has helped me to improve my performance as an employee.
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