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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.
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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
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.
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
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