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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
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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.
Great experience
What do you like best about the product?
Our company switched to InContact from a different company and we have seen some night and day differences when it comes to responsiveness and reporting. The supervising portion in particular has been extremely useful for assisting our support agents with calls.
What do you dislike about the product?
We have had a few system issues. InContact's support team works quickly to resolve issues, but it does seem that when something goes wrong it affects a huge portion of our team.
What problems is the product solving and how is that benefiting you?
Like I said previously, I've really enjoyed the supervisor portion. This helps me to assist my customer support agents when they're on a call. I can listen in and give the agent live feedback for difficult calls, or I can outright take over the call when necessary.
NICE CXone
What do you like best about the product?
The robust nature of their Salesforce CRM integration. This allows us to create seamless workflows for a better agent and customer experience.
What do you dislike about the product?
The Studio application is amazing if you have a group of technical administrators. This means that the learning curve for Studio is a bit longer than our other Telecom vendor's admin tools.
What problems is the product solving and how is that benefiting you?
We adopted NICE CXone and Salesforce as a replacement for a process that required seven separate systems to manage. This not only eliminated expensive services, it allowed for a better experience for agents and customers.
Contact center Consultant
What do you like best about the product?
Simplified user interface no matter on what level you use CX One
What do you dislike about the product?
Reporting options can be a bit redundant
What problems is the product solving and how is that benefiting you?
There is high visibility into data and what the Agent is doing.
Has multiple screens to use and can be cumbersome to navigate
What do you like best about the product?
The reliability was good. As far as I knew, you have to have an additional phoneline.
What do you dislike about the product?
I went through RingCentral and navigating the 2 vendors was difficult.
What problems is the product solving and how is that benefiting you?
It was routing calls and emails well. Dispositions were easy.
Reliable IVR application
What do you like best about the product?
They are very responsive and answer/address issues quickly. I love that the call recordings can be accessed on the cloud or downloaded for audit/review purposes. We've integrated with Salesforce, another area where things worked out well. The application is flexible, works well and is reliable.
What do you dislike about the product?
The out-of-the-box reports can be improved; they don't usually cover all the areas you'd expect. While the documentation seems adequate, it can be improved for less savvy persons.
What problems is the product solving and how is that benefiting you?
The Nice application solves IVR contact center needs for the support organization. They are competitively priced, and we feel we are getting good value for the money.
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