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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.
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Program is good when it comes to work management and monitoring.
What do you like best about the product?
Max agent and dashboard, can review recent interactions
What do you dislike about the product?
nothing to mention at this moment, it's easy to use
What problems is the product solving and how is that benefiting you?
none
Max Incontact is working fine, old version was laggy but since the update everything is work well.
What do you like best about the product?
Very Efficient, can be use to easy integration.
What do you dislike about the product?
Calls are filtered accordingly. The tool is very useful in terms of pulling up calls for the agent for review. Easy to learn. Useful for every day in providing customer support
What problems is the product solving and how is that benefiting you?
We are using Nice as our softphone to assist customer with their loan application.
NICE CXone is one of the best platforms i've worked on and its keep on getting better
What do you like best about the product?
I can easily implement the platform based on the customers needs by using customization. The support we get from NICE engineers is amazing. There's also alot of features we can use within the platform
What do you dislike about the product?
Nothing at the moment. Sometimes its just frustrating when NICE makes changes on the backend that breaks something esle in the platform
What problems is the product solving and how is that benefiting you?
NICE Cxone make it easy running a contact centre
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
NICE CXone is the ONE!!!
What do you like best about the product?
NICE CXone is most helpful and dependable
What do you dislike about the product?
Nice CXone has only minor issues. Great!
What problems is the product solving and how is that benefiting you?
The problems that NICE CXone has solved is a seamless navigation of the platform. Everything is so easy to understand and access.
I am a Junior Engineer with the CXone platform.
What do you like best about the product?
It never goes down. almost any time we have had any sort of an outage it was always due to circumstances that were outside of both Nice and our controll. The up time is amazing. I also spend a fair amount of time in the Interaction Analytics tool, mining call data for useful insights. There is always a new way to apply the information or a new tool that helps in displaying it.
What do you dislike about the product?
Because Nice has aquired so many smaller tools (companies) to build out its portfolio it can some times feel disconnected. They have been working diligently to fold everything in and give it a consistant look and feel but some tools are just not there yet.
What problems is the product solving and how is that benefiting you?
There is not a platform that can be set up as quickly as CXone. In the space of a day you can have ACD and IVR up and running and agents ready to take calls. The customization that can be carried out by one knowledable individual saves a ton in effort and cost when compared to the teams needed in several other platforms.
CXone Review
What do you like best about the product?
I like that the UI is relatively straight forward compared to other CRMS.
What do you dislike about the product?
The troubleshooting is very complicated.
What problems is the product solving and how is that benefiting you?
Call logs, call branding and tracking, etc.
25 years in Contact Centers choose NICE CXone for the past 10 years
What do you like best about the product?
The versatility and customization. It is the only CCaaS platform that offers everything in one. Everything working through one platform is powerful. It is easy to learn and use. The difficulty is in the design aspect.
After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact).
Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design.
After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact).
Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design.
What do you dislike about the product?
Your experience with NICE CXone is completely dependent on the design and execution by the Professional Services implementation team. The team can vary from horrible to amazing. Depending on their experience and knowledge.
On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time.
And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team.
On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time.
And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team.
What problems is the product solving and how is that benefiting you?
It allows us to have a single source of truth and single portal for the Agents. It can be customized to grow and evolve with our business needs.
Using NICE CXOne
What do you like best about the product?
Thorough telephone system with modules/components to pick and choose products you want. Overall NICECXone is a complete telephony system. Fast customer support when needed,
What do you dislike about the product?
Difficulty sometimes with integrating with other software vendors who are not preferred partners of NICE.
What problems is the product solving and how is that benefiting you?
Allows my organization to receive and respount to inbound contacts, IVR is allows my organization to route items efficiently and deflect for self-service opportunities.
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