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Modern tool to engage and track customers throughout their journey.
What do you like best about the product?
The use of AI and Robotics built into the tool offers actionable insights.
This is a tool that is ahead of the curve and a powerful competitive advantage.
It provides a great understanding of customer pain points,
This is a tool that is ahead of the curve and a powerful competitive advantage.
It provides a great understanding of customer pain points,
What do you dislike about the product?
It doesn't have the capability to track, report and measure abandon calls using the dashboard.
The chatbot solution uses an external vendor instead of being integrated. They should offer a full one stop solution.
The chatbot solution uses an external vendor instead of being integrated. They should offer a full one stop solution.
What problems is the product solving and how is that benefiting you?
Improve the quality of serivice with our customers in a modern way using state of the art technology.
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Great robbust software
What do you like best about the product?
The user-friendly interface is great. Customer service is great. Great call quality. Great Feature set.
What do you dislike about the product?
Price it can get expensive if storing large amounts of call recordings.
What problems is the product solving and how is that benefiting you?
Better customer engagement and quality control. Reaching more customers.
Very solid, concrete data and easy user-friendly
What do you like best about the product?
I used to enjoy the supervisor mode in inContact - however, there was supposed to be a fix from last June. It would be super helpful to get that fixed so supervisors can live listen while an agent is taking a call without having to reset it after each call. I like best the ability to easily track reports.
What do you dislike about the product?
I dislike not having the supervisor mode fixed yet. We rely on that alot when training new hires. It works but we have to run back to our desks after each call or the connection is lost.
What problems is the product solving and how is that benefiting you?
Solves everything for us. WE dont use any other software around customer calls. We are able to queue up calls very easily with skills and can monitor SLAs as we set them up, with ease.
wonderful
What do you like best about the product?
they have managed to put multiple different ways of contacting us into one software. its like a one stop shop for all your needs.
What do you dislike about the product?
there isn't really anything that I dont like about NICE.
What problems is the product solving and how is that benefiting you?
We were able to get rid of all of our physical phones and start using the web which was useful and the call flow goes alot smoother with NICE
I had a good experience
What do you like best about the product?
The most helpful is the easy log in usage. This is what I appreciate the most.
What do you dislike about the product?
The least helpful is having to keep refreshing my page to make sure that I have the most current details.
What problems is the product solving and how is that benefiting you?
Forecasting. Call volume and reporting. Call maintance
Connectivity and one stop for enterprise infrastructure
What do you like best about the product?
The applications connect safely and gradually, all while maintaining the vital enterprise infrastructure which is key to helping us.
What do you dislike about the product?
cost and fees associated with the product offering
What problems is the product solving and how is that benefiting you?
Provides cloud security and it adheres to the utmost industry standards
Smooth Experience with NICE CXone
What do you like best about the product?
The user interface is well designed, and easy for staff to learn and utilize.
What do you dislike about the product?
We had trouble with voice mail set-up and some phone interfacing.
What problems is the product solving and how is that benefiting you?
NICE is helping us to interact with our participant base, making for a much smoother and efficient experience for them.
Only good things to say
What do you like best about the product?
The best thing about CXOne is its ease of use
What do you dislike about the product?
I can not think of anything negative to say
What problems is the product solving and how is that benefiting you?
keeping us in contact with clients
What can I actually DO with this thing?
What do you like best about the product?
The help icon does help. Wherever you are in the tool, if you click the help button it will take you to the section of the knowledgebase that is most relevant.
What do you dislike about the product?
You can't forecast for email or chat; you can only forecast for voice! We got this tool under the impression that we'd be able to forecast all our channels. Feels like a bait-and-switch.
Reporting for digital (chat and email) is not intuitive at all. We don't trust some of the data - it looks like it's double-counting tickets or something.
Prebuilt reports are not helpful - nothing is provided at the interval level. If you enter a range of dates, you'll get a sum for that range. So you have to go to the Report Templates and hope that what you want is somewhere in there, and you have to spend a bunch of time building the report you want. It's been almost six months with this tool and I still have yet to figure out how to get productivity by interval (cases handled, solved, etc.).
Other reports just flat-out don't work. For example, the Time Utilization report would be great to see our shrinkage so I can make my forecast more accurate. But it doesn't work! I'm on a Known Issue ticket with at least seven other companies for this specific issue.
I'm currently trying to create a forecast in CXone based on the last three months of data, but it's forecasting no volume on Thursdays, Fridays, Saturdays, and Tuesdays. I thought this might be due to holidays, but I updated all my Special Dates, and none fell on a Tuesday. The fact that it's not forecasting anything for a day of the week that has historical data on all past Tuesdays is incredibly frustrating.
We meet with our account manager every week. He is nice and helpful, but he's just a middle-man.
Reporting for digital (chat and email) is not intuitive at all. We don't trust some of the data - it looks like it's double-counting tickets or something.
Prebuilt reports are not helpful - nothing is provided at the interval level. If you enter a range of dates, you'll get a sum for that range. So you have to go to the Report Templates and hope that what you want is somewhere in there, and you have to spend a bunch of time building the report you want. It's been almost six months with this tool and I still have yet to figure out how to get productivity by interval (cases handled, solved, etc.).
Other reports just flat-out don't work. For example, the Time Utilization report would be great to see our shrinkage so I can make my forecast more accurate. But it doesn't work! I'm on a Known Issue ticket with at least seven other companies for this specific issue.
I'm currently trying to create a forecast in CXone based on the last three months of data, but it's forecasting no volume on Thursdays, Fridays, Saturdays, and Tuesdays. I thought this might be due to holidays, but I updated all my Special Dates, and none fell on a Tuesday. The fact that it's not forecasting anything for a day of the week that has historical data on all past Tuesdays is incredibly frustrating.
We meet with our account manager every week. He is nice and helpful, but he's just a middle-man.
What problems is the product solving and how is that benefiting you?
We wanted an all in one solution. We had one tool for chat, one for email, one for phone. We also had a knowledgebase tool and quality monitoring process that was external to any software.
With CXone we would have most of our needs met with one solution.
With CXone we would have most of our needs met with one solution.
Love InContact
What do you like best about the product?
The ease of use. It's easy to navigate and train.
What do you dislike about the product?
In all honesly, I can't pick anything I don't like. It's very uncomplicated.
What problems is the product solving and how is that benefiting you?
Auto-dialer. We spent years manually calling, and to not have that anymore makes a dream come true.
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