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Very Outdated
What do you like best about the product?
I like that the phone system can pop out onto a separate window, but apart from that, everything seems outdated.
What do you dislike about the product?
The format of it is not suitable; the navigation can be a little simpler. Big buttons to show what to do would be helpful.
What problems is the product solving and how is that benefiting you?
Answering calls is the problem I guess I'm getting solved. No really benefits that I have encountered yet.
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Great product
What do you like best about the product?
Easy to use, quick to log in, and bright colors
What do you dislike about the product?
There is nothing to dislike; your company will love it.
What problems is the product solving and how is that benefiting you?
The benefit is that you do not have to be tech-savvy to use it.
User Friendly, Detailed Data, Challenging Forecasts
What do you like best about the product?
The data reports are very useful. You can use an assortment of pre-built reports, or you can create nearly any kind of custom report that you might need.
There is great visibility with the dashboards both for agents and supervisors that allows you to see in real-time what is happening
There is great visibility with the dashboards both for agents and supervisors that allows you to see in real-time what is happening
What do you dislike about the product?
The WFM Forecasting tool can be a bit of a pain to use, especially for smaller contact centers. For example, our contact center is only open 12 hours a day, M-F, so it can be challenging to get accurate forecast information.
I also really dislike the way it assigns agent schedules in the shift bid process. There is not an easy way for agents to make sure they get a schedule that works for them, especially when we have a lot of part-time agents that are also college students.
I also really dislike the way it assigns agent schedules in the shift bid process. There is not an easy way for agents to make sure they get a schedule that works for them, especially when we have a lot of part-time agents that are also college students.
What problems is the product solving and how is that benefiting you?
We have solved a lot of our data visibility problems. We can look at agent-specific, call-specific, or general metrics that help us know how to improve. We have been able to identify problems and work to solve them thanks to the data we can look at or get from the reporting tools.
Recommendations to others considering the product:
If you have a flexible scheduling program for your agents, Nice CXone may not be the best option. NICE aims for need-based scheduling, so once you manage to create all of your different rules for PT/FT employees, it assigns schedules anywhere between 1-4 weeks at a time. This results in agent schedules that can change very frequently.
We rotate schedules every quarter; this gives agents some stability to know when they are working and allows them to plan ahead. If you are trying to retain employees, they usually do not like frequent changes in their schedules. NICE may not be your best option in that case.
The NICE Support team is also a bit slow to respond; it often takes over a week for issues to get resolved.
We rotate schedules every quarter; this gives agents some stability to know when they are working and allows them to plan ahead. If you are trying to retain employees, they usually do not like frequent changes in their schedules. NICE may not be your best option in that case.
The NICE Support team is also a bit slow to respond; it often takes over a week for issues to get resolved.
This is a very handy tool and i rarely experience lag whenever im in a call
What do you like best about the product?
I like the clarity of the audio whenever i am in a call
What do you dislike about the product?
As of the moment, I cannot specify any features that i dislike.
What problems is the product solving and how is that benefiting you?
This application helps us save a lot of time by connecting to clients and addressing their concerns.
Recommendations to others considering the product:
Continue using NICE CXone and recommend to your friends and acquaintances as well
Most Efficient Contact Center Software (so far from the ones I have tried)
What do you like best about the product?
Their software is integrating into the channels that we have seamlessly. We also find no trouble in managing multiple profiles of our employees all at once. The options that our employees have to navigate the entire GUI is straightforward.
What do you dislike about the product?
The only improvement that we would like to see is to allow my employees to have an interface where they can access our channels immediately. The settings and inputs they are making will automatically save, giving them ease of access the next time they log in. Even if the employees click the "Remember Me" button, the credentials do not save, and they are being required to change their passwords too often.
What problems is the product solving and how is that benefiting you?
We resolved the issue where our employees cannot access our contact center software easily because of its complexities. Still, with CXone, it no longer requires our agents to navigate it manually. It automatically gives them fast access through omnichannel routing.
best sofphone on the market
What do you like best about the product?
easy implementation of the phone services across the entire company. so many easy to use features and functions.
What do you dislike about the product?
the call quality can suffer but its usually internet related. wish company would compensate for that kind of service behaviors
What problems is the product solving and how is that benefiting you?
everyone has a phone line and can be easy accessible. i am solving sales, account management, and customer support issues all at once
It has been an application that I have been using for few months and it has been great.
What do you like best about the product?
It automatically re-connects if there are any disrupts in power or network, so the customer does not face any issues that easily.
What do you dislike about the product?
Sometimes there is a lag when displaying the time or status on the RC Max.
What problems is the product solving and how is that benefiting you?
Just taking calls, chats and emails, have not used it to solve any other problems using it.
My wonderful experience of NICE CXone
What do you like best about the product?
Nice is very convenient and helpful to use
What do you dislike about the product?
Everything is excellent aside from the color of the template
What problems is the product solving and how is that benefiting you?
Can easily save a callback information
Recommendations to others considering the product:
I highly recommend the NICE CXone because it is easy and friendly user
Fantastic
What do you like best about the product?
I love the most is the clarity of the line and the way we make calls.
What do you dislike about the product?
I can not see any wrong with this special tool. Everything is almost perfect.
What problems is the product solving and how is that benefiting you?
I don't see any problem yet.
Recommendations to others considering the product:
This tool is simply amazing.
User friendly
What do you like best about the product?
You can change the theme color of the app.
What do you dislike about the product?
None so far. It is easy to use. Maybe add more choices of theme color.
What problems is the product solving and how is that benefiting you?
Making calls without lags
Recommendations to others considering the product:
Try using it as your primary tool
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