8x8 Contact Center vs NICE CXone (formerly NICE inContact)

• Tracks all inbound and outbound calls from our organization.
• Gives us the ability to record and review calls.
• Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.

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• Made work from home easy - We just have to login and start calling - No landlines.
• Easy to extract daily, monthly reports from NICE [CXone] web app.
• Easy to monitor agents online - who is logged in and who is not.
• Fast and reliable - Just need internet.

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• Post-sale support through the online ticket system is painfully slow.
• It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
• The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.

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• Occasionally the server will disconnect and we lose phone functionality.
• Calls get "stuck" in the queue when they don't exist.
• Can't remove commitments very easily when they are made.
• Kicks you out after 2 hours. Making it annoying how you have to log back in.

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• The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
• We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.

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• It impacts our company daily as we utilize NICE CXone services every day, 24/7.
• It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
• The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.

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