NICE CXone
What Is NICE CXone?
NICE CXone is the world's #1 cloud customer experience platform. Delivering omnichannel routing, analytics, workforce optimization, automation, and AI, CXone empowers organizations of all sizes to provide exceptional customer experiences.
Who Uses NICE CXone?
Contact centers in small, medium, enterprise and government organizations use NICE CXone to deliver exceptional customer experiences across all channels digital and voice.
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NICE CXone
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Reviews of NICE CXone
Ryan
Alternatives Considered:
Excellent VOIP Service
Comments: We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.
Pros:
I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.
Cons:
The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.
NICE inContact Response
3 years ago
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
Annie
All-in-One Contact Center Solution for Every Business Need
Comments: Overall, NICE CXone is an excellent contact center solution for businesses of all sizes. It is feature-rich, customizable, and user-friendly, making it a great choice for businesses looking for an all-in-one contact center solution.
Pros:
NICE CXone has been an invaluable asset to our business. It is a powerful, all-in-one contact center solution that has streamlined our customer service operations and allowed us to provide superior service to our customers. The features are highly customizable and the user-friendly dashboard makes it easy to manage and monitor our customer service performance.
Cons:
The only downside to NICE CXone is that the initial setup and implementation can be complicated and time-consuming. The software is also quite expensive when compared to other similar solutions on the market.
Miles
Alternatives Considered:
Terrible Onboarding Experience
Comments: It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.
Pros:
Up time is good, WFM integration with the basic telephony is nice.
Cons:
The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later. When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.
NICE inContact Response
3 years ago
Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at [email protected] Thanks so much for your feedback.
Zeynel
Highly Impressed by the All-in-One Service of NICE CXone
Comments: I have been using NICE CXone for a few months now and I have been very pleased with the results. The user interface is highly intuitive and I have been able to customize it to meet my specific needs. It is also a great value for money and I would highly recommend it to any business looking for an all-in-one contact center solution.
Pros:
I am very impressed by the all-in-one service that NICE CXone offers. It has an efficient and easy-to-use user interface, and provides a comprehensive set of features for contact centers. It is also well-integrated with popular CRM and helpdesk software, which makes it convenient to manage customer interactions.
Cons:
The only issue I have faced with NICE CXone is that it is not the most cost-effective solution. However, considering the features it offers, it is worth the price.
Mohamed
Improve call center operations to achieve lean management
Comments: NICE CXone helps us assess the volume of incoming calls and decide how many resources to convert into a process. We can also see what the team has been doing to keep things under control.
Pros:
NICE CXone helps us run our call center daily, reduce work, and increase capacity. User-friendly interface with everything displayed. Understanding our team members call productivity is critical, and I appreciate customizing tools to my preferences in the most efficient way possible. I like that NICE CXone stores calls in the cloud and offers various ways to quickly access and track calls, and NICE CXone dashboards provide fine detail, which I enjoy. I love the click-to-call feature.
Cons:
Not much, since NICE CXone is accurate and the user should have enough training to use it successfully, however, I sometimes find it challenging to set up all the tools on the watch page, which I understand, but I don't need it because I need to keep track of so many teams.
