Chorus.ai vs NICE CXone (formerly NICE inContact)

• Very smart AI is able to easily identify key words.
• Don't love the monologue rating as with certain roles there are explanations that are required and feels like it dings us when giving product demos or explaining a specific service or support piece.
• Easy to tag managers and see comments and suggestions.

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• The quality of the calls are great, i rarely have to report any type of call issues
• The admin portal is very organized and it makes it easier to find information about users and stations
• The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information

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• Honestly as an AM I love it. Maybe more prompts for new users based on their role.
• More integrations to larger partners, Slack, etc.
• Maybe a way to build a database and send me alerts of calls that relate to my job based on.... not sure what factors, but for me... New products that we are launching and how my team is pitching them.

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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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• While difficult to quantify, Chorus has allowed us to get competitive insights and help inform our product strategy, which invariably wins us more deals.
• By doing "tape reviews" with the broader teams, we're able to scale best practices and provide actionable feedback for reps, concretely improving their performances.

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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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