I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their product for new customers, and then partnered with them for another three years, doing integrations with Microsoft and Dynamics 365 and helping redevelop features like their dialer and list management
NICE CXone Mpower
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Nice CXone - One Stop Solution
What do you like best about the product?
Nice Cxone is a user friendly and easy to use platform to meet organizational needs of different type. telephony, webchat, social media etc.
What do you dislike about the product?
Customization to meet customer specific needs if at all is a challenge currently as it goes through a long process that you raise it and if everyone (Across nice users) voice the same then it get prioritized and that too at its own pace.
What problems is the product solving and how is that benefiting you?
Nice CXone is helping us to look at all transaction (Inbound/outbound) with filterations basis queue to be able to skim the data as per need. the best feature I would say is the Screen Recording & live barging which helps my team to understand whats going wrong with managing a customer by an advisor
Less downtime and easier to use than previous systems
What do you like best about the product?
CXone has been much easier to use than several of our previous aplications. It's very intuitive and tasks can be done quickly. We've also experienced less down time than with our old systems. Adding an agent used to take me at least 20 minutes previously. Now it takes 5 or less minutes. Getting support is less annoying than with the last company we used as well. If something might impact the team, they let us know about it right away and give frequent progress updates, although we very seldom have been impacted.
What do you dislike about the product?
It's very succeptible to fluctuations in Internet. Since it's a browser based solution, if one agent is having issues, it's very hard to get support and suggestions for an individual, because if everyone else is working they assume it's not their problem.
What problems is the product solving and how is that benefiting you?
It's simplifying day-to-day tasks and making my job as an administrator of the solution much easier. For almost everything we do, it takes less time and is more intuitive than other systems. Hopefully we can get company funding to include more of their AI options in the future because I think those will simplify things even more.
Customers Get It & Love It
What do you like best about the product?
The simple and customer centric nature to this product makes it easy for our customers to use.
What do you dislike about the product?
I have not experienced an inconvenience so far!
What problems is the product solving and how is that benefiting you?
A streamlined portal for agents to communicate with!
My experience with Nice was somewhat hassling.
What do you like best about the product?
I liked the time allotment feature. That separated the timeframe intervals, and the fact that it could be changed from 1 hour to 2 hour or whatever interval you want to use.
What do you dislike about the product?
It was hassling to change or exchange shift intervals, and since it was being used in a Call Center setting, it was used often. It froze a lot as well.
What problems is the product solving and how is that benefiting you?
The problem NICE solves is the ease of scheduling. The idea is good, the implementation needs some work to make the software more efficient.
A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen
What is our primary use case?
How has it helped my organization?
Since using CXone, I've noticed a huge improvement in consistency for the customer experience, especially in branding and service level management. The return on investment has been significant. We've reduced our labor and tech support needs—going from a team of 16-20 people to just 2-3, even with a large contact center. The platform also greatly improves the employee experience by simplifying their tools, allowing them to focus more on customers and less on navigating complex systems. This improvement in employee engagement ultimately enhances customer service.
What is most valuable?
One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable.
In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.
What needs improvement?
One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about updating them. The implementation process can be challenging, which seems to be a common issue across CCaaS vendors. As someone focused on reporting and numbers, I would like to see improvements in the reporting features. It’s good as it is, but there are opportunities to streamline and simplify it since creating custom reports often requires specialized knowledge and coding skills.
For how long have I used the solution?
About ten years ago, I started working with cloud platforms for contact centers when I was brought into a Silicon Valley startup. The person who ran their tech support, who used to work for me, asked me to join because, while he managed operations well, he didn't have experience with the infrastructure aspect. I evaluated several cloud platforms, including Interactive Intelligence (which got bought by Genesys), Five9, NICE, and InContact (which is now NICE CXone) and chose NICE CXone.
What other advice do I have?
Overall, I rate the solution an eight out of ten.
solid wfm platform
What do you like best about the product?
It is solid and easier to learn than some other platforms I have seen.
What do you dislike about the product?
I wish the platform was more flexible, and that patterns did not use FC allocations.
What problems is the product solving and how is that benefiting you?
scheduling and forecasting.
Outstanding Platform
What do you like best about the product?
The platform is very user friendly. They are prompt with customer support when needed. It is very customizable to match to the CRM that you are using.
What do you dislike about the product?
Some of the backend programing is a bit harder to understand for most folks so you have to spend a lot of time learning it. The tech support is very good but sometimes hard to understand so things can be lost in translation.
What problems is the product solving and how is that benefiting you?
We needed a platform that was stable, able to be built to what we needed and user friendly. NICE checked all of those boxes for us
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
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.
An excellent ACD platform with a versatile reporting system.
What do you like best about the product?
Versatile IVR system. Pre-built reports make reporting easy, but you have access to vast amount of data if needed, The browser based Max agent is easy for the agents to use.
What do you dislike about the product?
Workforce management can be a bit confusing to setup and maintain and I would like a application based version of the max agent. Getting support for small issues can be difficult.
What problems is the product solving and how is that benefiting you?
Nice inContact is a real all in one experience for us. It handles all aspects of our contact center from WFM to Quality Management.
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