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Easy to use and effective
What do you like best about the product?
I like IEX since this helps the agents to create the requests by themselves, the interface is great because you can see all the schedules in a timely manner, definitely better than other I had used along my career
What do you dislike about the product?
As of now, I have not seen all the weaknesses from IEX since it's not been too long since I started using it, when I was an agent everything was pretty accurate and changes were made in real-time
What problems is the product solving and how is that benefiting you?
Schedule problems, finances, shrinkage, and some others. Is also useful because the plotting process for the business becomes more efficient and the algorithm approves or deny by itself
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My experience with Nice
What do you like best about the product?
Nice is very user-friendly, and it has very cool visibility of both real-time data and any historical reporting as well. It allows synchronizing scheduling with performance
What do you dislike about the product?
Although it has cool visibility, the different dashboards you can build are limited to whatever was considered in the software. It would be nice a little more flexibility there
What problems is the product solving and how is that benefiting you?
Nice is the main platform that holds all recorded data; it is beneficial for me as a WFM scheduler and Forecaster because I need to run many different types of analysis
Phone support solution.
What do you like best about the product?
NICE CXone omnichannel allows us to maintain constant communication with our clients.
Answer and make calls with a VoIP connection.
Sound clarity.
Scheduling callbacks to our customers.
Pre-built reports allow quick access to data.
Ability to manage our entire team remotely.
Answer and make calls with a VoIP connection.
Sound clarity.
Scheduling callbacks to our customers.
Pre-built reports allow quick access to data.
Ability to manage our entire team remotely.
What do you dislike about the product?
Some connectivity issues.
The user interface could be easier to use.
The user interface could be easier to use.
What problems is the product solving and how is that benefiting you?
Open cloud that integrates the best of omnichannel routing, analytics, workforce optimization, automation, and artificial intelligence.
Because it's cloud-based, it gives our agents flexibility and allowed us to get rid of an outdated desktop phone system.
Emails, chats and phone calls are always available.
Because it's cloud-based, it gives our agents flexibility and allowed us to get rid of an outdated desktop phone system.
Emails, chats and phone calls are always available.
It was very useful for a very long time
What do you like best about the product?
It was very simple to use and made making calls as well as receiving them very quick and easy
What do you dislike about the product?
That you cant send messages through it to clients or co workers
What problems is the product solving and how is that benefiting you?
Effeciency, helps get to more clients and be more productive
Reliable productivity management
What do you like best about the product?
The integration of the platform allows for versatile live call monitoring as well as archive monitoring and scoring. Prebuilt reports allow fast data access. Of the few management platforms I have used - the inContact portion is great.
What do you dislike about the product?
The engage side can be clunky when setting up custom queries. The in-contact software needs refreshed roughly every 3 hours to ensure all functions stay available.
What problems is the product solving and how is that benefiting you?
Accurately grade customer interaction in real time or recorddd, for quality assurance. This allows us to better instruct and educate our employees when using a shared system.
Nice cxone allows us to serve our customers efficiently
What do you like best about the product?
It has a live chat, which allows us to keep in constant communication with our customers, also allows us to attend and make calls with VoIP connection, in addition to an automated routing of calls, which helps us to channel them efficiently, assigning them to the agent with more experience. It allows us to keep a history of each customer, to know and take into account every purchase they have had in the past with the company.
What do you dislike about the product?
One of the main problems we have faced is the configuration of the system and the migration of customer data, as it is a cumbersome and time-consuming process. Every time we create a new profile for a client, it takes us a lot of time to fill in spaces that the system considers important, if it would allow us to customize those entries, it would be a great help and would greatly improve the quality of our work and our time.
What problems is the product solving and how is that benefiting you?
It is an all-in-one software in terms of customer service, since it allows us to have communication through calls, emails, messages and more, in addition to being able to monitor the calls made and follow the interactions that we have from each communication channel. It also has surveys for customers, so we can improve relationships and customer service, knowing firsthand their requirements.
Recommendations to others considering the product:
This is one of the most complete customer service support programs we have used in the company. All of us agents have been able to work more efficiently, serve customers faster through the various channels and thus increase our customer base and sales. It is a program with such an intuitive interface that its learning curve is very low, which is why we highly recommend it.
Not Nice CX.. more like Terrible CX
What do you like best about the product?
Before signing the contract all was good and seemed like a great match. After signing the contract 3 weeks to get access to the portal and no support wahtsoever
What do you dislike about the product?
Terrible CX experience, for a ck.lany that claims to sell a CX solution ..is shocking how bad is their support..
What problems is the product solving and how is that benefiting you?
We thought it was going to solve our call center issues..
Worst Experience with A large company ever
What do you like best about the product?
They are pushing products that are not ready for Market. The Digital First Platform is a complete failure. There is nothing I like about CXone
What do you dislike about the product?
The tech support is terrible. The honesty from sales is not professional. They demoed an omni chanel product to us, and then gave us a contract for a different prodcut. I would look for a better partner.
What problems is the product solving and how is that benefiting you?
We have only created problems with this platform. We have been in implementation for over a year. We are likely going to end up in a legal battle over the product. Not a single problem has been resolved.
CXone SME
What do you like best about the product?
Functionality, Controls, Routing, Integrations, AI, QA, QM, WEM, UI
What do you dislike about the product?
Customer Service, Slow response times and cost
What problems is the product solving and how is that benefiting you?
Expanding CCaaS customer base, AI, Intelligent Routing, Integrations, Salesforce, API's
Brilliant customer service tool
What do you like best about the product?
It allows for great ways to pick up any behavioral related issues like agents that refuse calls, agents dropping calls, short calls and team leaders to live monitor
What do you dislike about the product?
Sometimes takes a little longer to load however this is a very minor issue and normally doesn't happen. It's a great platform and I don't have much to say thats bad.
What problems is the product solving and how is that benefiting you?
Managing performance and customer communication. This has brought me a 70 NPS score and great performance with the call center. It has really had a great benefit to myself and my team.
Recommendations to others considering the product:
For all that want excellent service please choose this platform
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