8x8 Contact Center vs NICE inContact CXone

• Cleaner workspace with organization and efficiency at the forefront of our associates day.
• Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
• Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.

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• Through automation, we are able to effectively monitor trends and provide in depth information to our customers.
• Efficiently manage inbound and outbound call queues.
• Allows team members to monitor each others status so that we can coordinate breaks, lunches and meetings without overlap.

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• The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
• Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

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• The auto reports it generates are really ugly and not so easy to digest. While the team can find what they need and there is little fluff, I think the auto generated reports can look nice like some of the other data available. Spreadsheets are boring and some color will add some excitement.

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• The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
• A negative impact is how short the phone warranty is.
• A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.

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• After the initial learning curve, we have found our agents are able handle calls more quickly and efficiently. The average time to answer is down and our wait times are down during peak times due to calls being handled better.
• The ability of our managers to monitor the agents and supervisors through the app and dashboards has allowed them to spend more time focusing on other areas of their jobs. The visibility has allowed them to be more productive in other areas.
• The issues we have had with managers and supervisors taking calls has led to negative customer experiences and frustrated employees.

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