NICE CXone Reviews

Excellent Resource; Future Versions Will Be Even Better

Comments: It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them.

Pros:

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Cons:

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time.

Dependable and comprehensive customer service solution

Comments: NICE CXone is a very dependable and versatile customer experience solution. Our work involves a lot of support interactions with hotel guests, mainly written but some over th ephone as well, and NICE CXone has been a very solid tool to manage these all from one place. It's got all the modules you need to run a CX ship, it's got good performance, and an impressive number of integrations which made everything a lot easier for us.

Pros:

I really like the ability to connect it to different tools to log every interaction all from one place. Thanks to the native integrations, we were able to monitor what support/sales/marketing, etc., interactions each contact has had with us. Nice CXone also has very impressive uptime and admin features which are nice to have as well.

Cons:

There's definitely a bit of a learning curve with it. There's a few different modules you have to get to grips with which was a bit problematic for us in the beginning when we were picking it up as our main CX tool.

InContact Cloud Software

Comments: Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.

Pros:

The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.

Cons:

The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.

InContact Review

Pros:

Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Cons:

Analytics are hard to use and are not accurate based on what I know. InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months. We need additional widgets in the dashboard but can't get them.

NICE CXone, the complete solution

Comments: We have had a positive experience, the solution works seamless and is integrated across all of the products on offer

Pros:

This is a complete cloud solution which enables us to have the latest and greatest solution available

Cons:

The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken

Great Product

Pros:

Very easy to use, able to be deployed with little to no issues and it is always kept up to date

Cons:

Tech support can take a little longer to get a case worked when something does come up

How "Nice" of You to Read My "inContact" Review!!

Comments: I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.

Pros:

I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.

Cons:

I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.

CXOne the good and bad

Pros:

This software provides large call centers the ability to watch agents on calls, easily transfer to coworkers, check calls holding and statuses. It also gives management the ability to monitor calls very effectively

Cons:

The software loosing connection and sometimes just plain doesnt work. The software will drop calls in mid conversation making agents have to log out and back in during mid shift.

NICE CXone to the rescue

Comments: With Nice, we were able to get members to transfer over to the right department and quicker service time. NICE made it easier to hear members because they came through clearer.

Pros:

The features that impacted my job daily were transferring callings, making outbound callings, and being able to reach out to a supervisor when needing help. Integration with the existing call group and being able to reach out to help members was done with ease with NICE.

Cons:

The system would freeze when we get a lot of calls and I can hear the member, but the member couldn't hear me on the call. I would have to sign out, and back into the system. Now, this was so unprofessional to have to do daily with this system.

Nice CXone Review

Comments: Overall is goods since, I used this application in everyday work

Pros:

You can manage your call using this application.

Cons:

Maybe the design of the application, IT is old unlike in other

inContact Phone and Chat systems.

Comments: Overall it was a mediocre experience. Support and the Tams were great. The call system was great. The chat is garbage.

Pros:

Multiple API's for SalesForce integration, data export, you name it. Phone system works great with good call audio. Caring Customer Support team that is knowledgeable and quick to take care of you. A WONDERFUL reporting system. You can create custom reports or use their canned reports which have almost all of the information you could ask for. Their TAMS are great to work with.

Cons:

The chat system has had issue after issue. It has only recently started working correctly and our contract is almost up. Tech support is one of the worst I've dealt with. They are uncaring/unsympathetic. They are quick to point the finger elsewhere rather than address the actual issue and help get it resolved.

I don't know all the options

Comments: We like incontact but we are a smaller company and everything cost money and I don't know if we are getting everything out of what we are currently paying.

Pros:

I like that I can use the stuido for the most part to better my call center with out a lot of extra work.

Cons:

I think I don't know all the features that come with incontact, can you drag email into the group, how does call back work.

USERHUB Review - RentPath

Pros:

I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time.

Cons:

As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column.

My experiance as a team lead with NICE CXone

Comments: As a totally remote operation, It prove to be an invaluable tool and was easy to monitor and grade our representatives' performance.

Pros:

My personal experience is on the pros:Comprehensive features: CXone offers a wide range of tools, such as routing, workforce management, and analytics, which have improved our team's productivity and efficiency.Scalability: CXone can easily accommodate our growing business needs, allowing us to expand our operations without worrying about infrastructure limitations.Cloud-based accessibility: The platform's cloud-based nature enables us to manage our contact center remotely and allows agents to work from anywhere, providing flexibility and uninterrupted customer support.

Cons:

Learning curve: Due to its extensive feature set, CXone may require some time and training for new users to fully grasp its capabilities. Proper onboarding and support are important for a smooth transition.Cost considerations: CXone's pricing may be a concern for businesses with limited budgets. It's crucial to carefully evaluate the costs and benefits to ensure it aligns with our financial goals.Customization limitations: While CXone offers a solid foundation, there may be limitations in terms of customizing the platform to fit our specific business requirements. We should assess whether it can meet our unique needs.Also it wort to mention that we presented some failures on a daily basis and the support was not the best.

Overall a good product

Comments: Overall, I'm happy with InContact. The only thing I wish is that support was more helpful when it comes to using the features, and why the glaring discrepancy in reporting numbers from 2 separate reports that seems like they should be reporting on the same metric. (See Cons response, above) Aside from that issue, I've been very happy.

Pros:

It's relatively simple to train my staff on how to use it. Most features are user friendly. The layout looks good and is functional. it's reliable and consistent. I cannot recall the software crashing or having issues that impacted our ability to help clients at any time. This is a lot more than I can say for other software programs we use. I feel like I'm kept informed of upcoming maintenance or issues and expected resolution time frames.

Cons:

When I think about what I dislike about InContact, only one thing comes to mind. I have tried to find a way to pull an accurate report on abandoned calls. There used to be an abandon rate compliance report, but that is gone. So, I used the Skill Performance report. But the numbers seemed wrong. So I pull Contact History, and select for abandons to show. And on the particular dates I was looking at, the numbers were so very different. Skill Performance showed something like 80 abandons, which would be grossly high. Contact History showed something like 5 abandons. This number seemed low. I still don't know which, if either, report is correct and why they would be so different. I called for help and the representative couldn't really tell me why the difference of which was correct. So I went to my internal IT person, who also didn't know. So this is only one issue, but it is SO frustrating. I also cannot figure out how to find pre-que abandons and nobody has been able to help me with that either.

So Easy to Use

Pros:

It is so easy to set up new users, make adjustments to hours of operations, add users to skills, change proficiency, and access call recordings. The reporting capabilities are endless. The support site is very helpful and provides a resource to find solutions in lieu of calling the support center. When I need to contact the support center, all calls are answered quickly and are almost always resolved during the first call.

Cons:

The integrated softphone does not have an option to ring through the computer speakers. Unless you have a wireless headset, you cannot hear the phone ringing if you are just a few feet away from your desk.

Reliable Platform with Integration and Customization Capabilities

Pros:

The InContact platform is very reliable, customization, and can integrate with other services and CRMs like Salesforce. Besides the main ACD functionality, the platform incorporates options for real-time and historical reporting, integrated softphone options, and reporting tools for data and QM.

Cons:

Sometimes updates to the platform can cause minor glitches which are usually fixed by the next software release or major issues are addressed immediately. I would just suggest spending more time testing for glitches, prior to deploying updates.

Easy to use Platform

Comments: It's good as far as a platform goes. There were some rough patches in the past, they appeared to have learned from that and made improvements. They could make some adjustments to how they treat their customers and the customer service they provide.

Pros:

Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging. There are so many functions and options that we haven't tapped into yet or been able to use.

Cons:

There's little customization with the agent interface, agents do not have access to the dashboard. The customer service at NICE/InContact has taken a major dip in responsiveness and assistance to their customers since they've made some management changes. All the help you could get before is now referred to a professional team that comes with a cost. They definitely don't make you feel like a valued customer.

Summary

Comments: I use Active Contacts on the Pre-Built Reports and it is very sloppy not very accurate shows many call that are not there in reality and have to filter the usable information. the biggest thing I would love to see is a exemption to the timer on turning off. We sue the views in a Command Center on a view that when it times out is a pain to get back , have to log back in and go the to views and adjust them, I would love to be able to turn the timer off.

Pros:

Ease of use once you get used to it navigation is fairly easy.

Cons:

Has glitches and slow to respond at time's ,

User friendly support center platform

Comments: We've been using Nice CXone for last few years and the overall experience is generally positive. The software contains all the support center functionality that you need and can be administered easily. The team likes to use the platform because it's straightforward and user friendly. We are happy with the choice

Pros:

User intuitive application with easy navigation experience for both agents and administrators Length and breadth of reports - inbuilt reports are mostly sufficient. It's easy to create your own custom reports and it does not require any special skill Can be used for inbound and outbound calls Call recordings can be easily saved on the cloud Excellent integration capabilities, we've integrated with Salesforce with good results

Cons:

Call clarity when you configure cell phone to receive calls Long drawn process of procuring toll free numbers for some regions Occasional connectivity issues, however it's a thing of past and lot more reliable now

A Mixed Review

Comments: Use of the CXone softphone has helped improve our agents call response time, and made it easier to troubleshoot problems communicating through InContact since we are all using the same system.

Pros:

I really appreciate the ability to pull information for reports regarding agent calls, agent behaviors, and call/time use statistics. Being able to pull this information let's me find and address problems that occur at time when a supervisor is not able to actively watch what each agent is doing, and gives supervisors the flexibility to work on many tasks at once.

Cons:

There are some significant stability concerns. Agents reporting that the server did not accept a saved password several times, then accepting it on the fifth try, the softphone credentials being given to a second agent causing neither to be able to take calls do to license revocation, outages lasting for several hours at a time (though they happen infrequently).

Works well for growing businesses and WAH employees

Pros:

The ability to work remotely from home, which allows greater flexibility for both the company and employees, as well as the ease of use of the system in learning to handle different contacts - emails/chats/phone calls. This is a simple and fairly straightforward system for a new user to learn, and allows users the ability to be more efficient in their work.

Cons:

The occasional system glitches which leaves users "stuck" in after call wrap or inability to change codes; when this happens, an Administrator has to force log the user out of the system to allow the system to refresh and the user to log back in to continue their work. While these glitches are much less frequent than they used to be, it still is an ongoing platform issue.

Nice system to keep inContact with user base

Comments: Overall it's a very good product. The support staff is very helpful and the recent updates have made it even easier to use and design.

Pros:

NICE inContact is easy to use and has a wide variety of configuration possibilities. The interface for designing call/chat flows works well and is nicely designed. It's easy to use from an agent perspective

Cons:

The MAX client is a little clumsy to use and has a few drawbacks because it is a browser page. Among them are: - Messages clear once viewed until there is a new message (all of them showing again is helpful. - Notifications are saved cookies that get cleared at times when the browser is not even set to clear cookies. - No dashboard options for agents.

It's so nice we got this tool Nice inContact

Comments: It has generally been successful since it enables us to complete our work on time and in accordance with the designated work schedule for the day. My work became much easier thanks to this software.

Pros:

The ability to look up our audio files and the system logs of our activities during our shift appealed to me a lot. Keeping track of one another's schedules has another advantage. I enjoy having access to earlier calls in order to help a disappointed customer. The callback option keeps our customers happy, and they consistently provide us with positive feedback when we quickly return their calls. These are only a few of the many elements that contribute to the software's user-friendliness.

Cons:

So far, I haven't discovered anything I dislike. I've always utilized it myself without need assistance from another person to make changes.

Growing Call Center Implementation

Comments: When starting the process of setting up our system and establishing our integrations, the tech professionals that were assisting us went out of our way to give us everything that we asked for. The reporting and live call actions are very convenient and useful daily. Our customer service experience has not been the best in terms of response time and cost but we have only had 1 major issuer that required the customer service involvement.

Pros:

The best feature of our inContact system is the reporting and live tracking that I use daily. The dashboard provides a lot of customizable information that allows us to track all of our employees. One of these dashboard items is the Agent List that allows us to actively listen to calls, coach, or take over calls as they are happening. This is a very useful feature for a growing call center that is training new employees.

Cons:

There are some integration issues that we have run into. They are relatively easy fixes when they do happen but it is a persistent issue that we have run into.