AWS Cloud9 vs NICE CXone (formerly NICE inContact)

• It provides an extremely intuitive and easy-to-use interface, so adapting to it does not take much time.
• It contains the most common programming languages.
• It allows the export of files, either directly to the repository or to the team where you want it.
• It is housed in the cloud so you can work with it from anywhere.
• Allows you to share code or work on them with others in real-time.
• Does not require installation.

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• One stop shop for all call center functionality.
• The platform is only limited by your own imagination and skill, but NICE CXone has many partners to help develop ideas and solutions.
• Very reliable and stable platform.
• Good support model (much improved since we started with InContact 4 years ago).

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• Confusing documentation - AWS's documentation remains quite confusing, and the layout of other services/settings that you have to use with Cloud9 can be a bit of a handful.
• Sometimes slow - As the size of a project increases, the editor gets increasingly slower, and starts slowing down the browser overall.
• Long setup process - The setup for Cloud9 can be hard and tough, especially since the documentation is quite hard to understand.

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• When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
• It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
• When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
• When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.

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• It is a tool that has allowed us to optimize the life cycle of the projects since it is excellent for this because you can share code from one department to another quickly.
• It allows to always be able to access the code from any device, at any time.
• Save time in the installation of an IDE, plugins, compilers, etc.
• It is ideal to use with other AWS tools since they have a great synergy, like CodeBuild, CodeCommit, CodeStar, etc.

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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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