Likelihood to Recommend NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
Read full review Appropriate for SAP hrs hierarchy integration and can have multiple hierarchies of org structures adopted as alternative workflow support. Cons of access control are the logs of firefighter usage are still limited in depth and does not evolve to adop more cloud products which are coming at a plaster pace than the ac product as such.
Read full review Pros We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful. The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand. The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting Reporting is very easy and helpful. Dashboard is awesome, no word to describe it Read full review SAP Access Control ensures that our services are accessed by the right users since it send me alerts when an employee tries to access any application. That way, I am able to either authorize or cancel the request to safeguard of company data. With SAP Access Control, it is easy to automate and monitor how our team access services and applications. SAP Access Control has an automatic feature that notifies me when employees access applications and services and the issues they are encountering. In addition, SAP Access Control add security on employees login to ensure that their data on the applications are encrypted to never leak to cyber attackers. Read full review Cons There can be changes in interface of the app, however it's still very good I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information Hardly to find any other :) Read full review It still uses the webdynpro for the front end. All webdynpro applications should be migrated to Fiori for a better user experience. Some functionalities can't manage in mass way. I.E. building derive roles/multiple single roles, Interface with LDAP is not efficient. Read full review Likelihood to Renew Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
Read full review We are very happy with it.
Read full review Usability Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
Read full review This is a great tool for a medium to large sized company. SAP Access Control requires a great deal of SAP knowledge to use, but it is certainly information that can be learned. Their customer support is wonderful and easy to work with. The overall usability is great. I greatly recommend this software.
Read full review Reliability and Availability NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Read full review Performance NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Read full review Support Rating inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Read full review This product fulfills all our requirements. We can use this for user management, role management, risk analysis, business role management, workflow management. Initial configuration takes a lot of effort. Otherwise it's a great product for the end user. SAP Access Control tool performance needs improvement, sometimes it slows down the processing time for requests.
Read full review In-Person Training We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
Read full review Online Training I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
Read full review Implementation Rating In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
Read full review Alternatives Considered When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
Read full review Pricing was higher for the cloud version of the BTP service - IAG. SAP Access Control pretty much facilitates everything we are looking for as an enterprise with an efficient dollar cost ROI for the services we are looking for. Also, there were many features on the cloud version which came bundled with the license and we had to pay for them even though we did not actually use these products.
Read full review Scalability I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
Read full review Return on Investment CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization. With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients. The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion. Read full review Reducing risk of fraud. Implementing SAP Access Control allows analysis of every role assigned to a job on the organization. Through this analysis, weakness on roles are detected, corrected and monitored. As the users feel the change, they also feel that they are being monitored, preventing any intent to use his position and privileges to take personal advantage. So a major impact to organizations is to reduce the financial lost due to frauds. Reducing cost for monitoring. Another positive impact is lowering the cost of monitoring. This is twofold: First, a rather small team can manage access management. Second, through the use of SAP Access Control the complete universe of roles and users can be monitored without increasing the cost for the continuous monitoring. During transactions. The use of SAP Access Controls allows detection of transactions that, from an information security point of view, require some redesign. When SAP GCR is implemented, you make some discoveries such as: obsolete transactions, transactions with no authorization objects and the like. The transactions with these problems can be left out of the active roles, waiting for remediation of the issues found. Luis Cruz Director de Gestión y Auditoría de TI
Read full review ScreenShots