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Works or Doesn't
What do you like best about the product?
It is pretty simple and streamlined. There isn't a lot of screen clutter which makes it easy to focus.
What do you dislike about the product?
I don't like how you can't use any of the extensions in Chrome on the MAX window (it is a locked pop-up) This means my headphones do not work with this software properly.
What problems is the product solving and how is that benefiting you?
This far I am not aware of any specific problems Nice is solving but they do enable us to operate relatively smoothly.
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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.
Extended Technical support and Uninterrupted service
What do you like best about the product?
User friendly easy to identify the change take place
What do you dislike about the product?
All good, because nice system so far it was not created any impact to our environment
What problems is the product solving and how is that benefiting you?
Integrated softphone access reducing teh cost of physical phone,
Accessing the system from mobile phone is add on benefit
Accessing the system from mobile phone is add on benefit
Nice inContact Review
What do you like best about the product?
I like being able to have a support contact person assigned to us for bi-weekly meetings when we have questions.
What do you dislike about the product?
Submitting a ticket to support takes too long and generally is pretty unhelpful.
When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just al ink a link to one of the support pages. That's a slap in the face.
I need support, not a librarian.
When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just al ink a link to one of the support pages. That's a slap in the face.
I need support, not a librarian.
What problems is the product solving and how is that benefiting you?
They are a call system that allows us to take calls which means we can reach more clients.
Best cloud based comms platform
What do you like best about the product?
Its very easy to use. most of the contact centers I've worked with, used Nice. NICE CXone provides the advantage of easy scalability, reduced IT infrastructure costs, and accessibility from anywhere with an internet connection.
What do you dislike about the product?
Overall, the software's performance is amazing! I can't think of any reasons that I would dislike it. I have been working with NICE for 7 years now and still, it works perfectly.
What problems is the product solving and how is that benefiting you?
I dont need to use the physical desk phone to dial and log in. All I need to do is open my computer, log-in my credentials. if I need to call someone no need to press a phone key pad, I can easily do it on my pc.
Great customer journey
What do you like best about the product?
Digital tools, customer and client service
What do you dislike about the product?
I know it is cringe but I can not find any cons about Nice CXone.
What problems is the product solving and how is that benefiting you?
The NICE CXone is solving almost every task we need.Specifically we have everything in one solution.
Great Tool, will be better in the future!
What do you like best about the product?
It attempts to be a nonstop shop for Customer Contact Center technology to make life easier for the end users.
What do you dislike about the product?
It's not always fully fleshed out before it's released to it's customers. Many of the external products that combine with it don't speak too well with CXone.
What problems is the product solving and how is that benefiting you?
How to combine all our tools in one place and under one umbrella.
NICE
What do you like best about the product?
This gives us the chance to check and review our schedules from time to time in order for adherence to be followed and take effect and also help time management.
What do you dislike about the product?
There are times that it lags and runs slowly than the usual or maybe because a lot of agents are accessing it
What problems is the product solving and how is that benefiting you?
It helps us check our schedules which can be adjusted especially if we we lack headcount for the day in taking phone calls.
Easy to navigate
What do you like best about the product?
It is a very easy application to navigate. The response on any issues is always immediately addressed and they're always evolving and making the product better.
What do you dislike about the product?
It can be a little confusing if you're new to the application. I've been using it so long that this isnt much of an issue for me. But I can see where someone new might get lost.
What problems is the product solving and how is that benefiting you?
It helps us to record our calls for quality assurance and its a very reliable application with the support given. It also holds so many reports to my organization that helps us do our jobs.
NICE Deployment to Customer Service
What do you like best about the product?
The NICE deployment late last year had very few issues thanks to thier excellent project management staff and processes
What do you dislike about the product?
The transition to a new platform is always stressful
What problems is the product solving and how is that benefiting you?
Cost savings and removal of legacy hardware on the infrastructure side
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