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 CX One is a game changer:
What do you like best about the product?
The ease of administration and the volume of tools available in the application to monitor/manage agents, report caller metrics and manage schedules to name a few. Our support agent with NICE is invaluable in assisting us when necessary.
What do you dislike about the product?
Not really any downside. Maybe that add-ons are relatively expensive.
What problems is the product solving and how is that benefiting you?
NICE CXone is helping us to more efficiently route calls and provide assistance to those in our community who use our United Way 211 service to get help/resources. It also helps us manage the quality of our agents' responses.
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!
NICE CXone
What do you like best about the product?
The facility to look and create reports in the tool, also the interfaces that it creates with the user while looking for a call
What do you dislike about the product?
Sometimes the application in windows get glitches and frezees itself
What problems is the product solving and how is that benefiting you?
To hear my calls and the routing of the calls and ids are helping to find the exact call
Great optimization platform
What do you like best about the product?
the support from NICE is commendable, with responsive customer service and extensive resources to help with deployment and ongoing management.
What do you dislike about the product?
Everything was smooth and works perfectly fine for me
What problems is the product solving and how is that benefiting you?
Lack of Insight into Customer Behavior: Understanding customer sentiment and needs is essential for improving service quality. CXone’s analytics tools offer deep insights into customer interactions, enabling us to proactively address issues and refine our approach based on data. This has led to higher customer satisfaction and loyalty.
Great product
What do you like best about the product?
It has great features and is the perfect cloud based contact center platform.
What do you dislike about the product?
I have nothing to dislike to be able to answer this.
What problems is the product solving and how is that benefiting you?
It's keeping things organized.
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.
Perfect for organized use
What do you like best about the product?
The automatics prompt replies has to be my fav part. It makes solving customer issues much easier and faster. Very fast and efficient platform
What do you dislike about the product?
It does offer sort of robotic responses but you can always tailor it to make it sound better and more human like.
What problems is the product solving and how is that benefiting you?
Faster communication time with customers and very fast resolution time.
Using Nice at work
What do you like best about the product?
The quality and the easy way to use it since is a good experience and we can enjoy it. Nice in my area we use it to request vacations, do general request, see the scedule, for my is a great tool since make our life more easy.
What do you dislike about the product?
Sometimes what happen is that the system got slow it makes that we need to spend more time trying to make it work.
What problems is the product solving and how is that benefiting you?
1. To request vacations more easy.
2. See the schedule in days, weeks and months.
3. CXone sits between contacts and the agents who handle interactions with those contacts.
4. The easy way that The connection is made via an API call over an internet connection.
5. It can operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth.
6. Also is good because provides solutions for real-time and cross-channel fraud prevention, anti-money laundering.
2. See the schedule in days, weeks and months.
3. CXone sits between contacts and the agents who handle interactions with those contacts.
4. The easy way that The connection is made via an API call over an internet connection.
5. It can operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth.
6. Also is good because provides solutions for real-time and cross-channel fraud prevention, anti-money laundering.
NICE used as a punishing tool instead of growth
What do you like best about the product?
I like the transcript, they are very clean and precised even when the audio is unintelligible.
What do you dislike about the product?
NICE may consider some words as negative. Commonly used words like no, don't or can't disregarding the way they are implemented.
What problems is the product solving and how is that benefiting you?
At the time none.
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.
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