Gladly CX Platform vs. NiCE CXone Mpower

Any business that has a customer base could benefit from Gladly. If you call, text, social media message, etc Gladly can do all of these functions and keeps all of these conversations easily located so that you can refer back to previous conversations. The ability to leave notes on the account is very helpful.

Incentivized

NICE CXone Mpower offers a great suite of products and tools appropriate for contact centers. It is a one stop shop for all of the monitoring, scheduling, reporting, and quality tools a large or small contact center may need. It is very feature rich and has many components, some of which we haven't even grown to adopt yet but may in the near future.

Incentivized

• Easy to use interface. Supporting customers is as easy as texting a friend.
• True Omnichannel support system where all channels live on the same screen without the need to hop between applications.
• Built-in knowledgebase (Answers) reducing team member ramp time and providing a template for consistent solutions for our customers.

Incentivized

• Organizes everyone's interactions within the platform
• Shows interactions real time with productivity stats
• Makes Chat/Call quality a breeze with customizable quality forms
• Easy to share an interaction within the company for others to review
• Keeps everyone on track with scheduled lunches/breaks/meetings so you don't have to remember yourself and never miss another event again!

Incentivized

• When you cannot merge the customers' accounts
• When the emails arrive with a delay
• In the way we cannot edit or delete notes

Incentivized

• 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 :)

Incentivized

Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction

Incentivized

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.

Incentivized

In my 10+ years in the call center industry this has been by far one of the user friendly platform to use. It has been an easy tool to use and train new hires with that is self explanatory and not complicated at all for a agent level employee. Overall platform is easy to read and navigate.

Incentivized

The lack of written SOPs makes some features (WFM / Performance management) very difficult to use. The training provided by NICE is extensive, but it's hard to remember everything shared in the hour. We spend so much time on the platform just trying to figure out how to use the features; it would be much easier with written instructions and screenshots.

Incentivized

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

Incentivized

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.

Incentivized

Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space.

Incentivized

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.

Incentivized

The In-person training was fine for a general overview. I think it would have been really helpful to have a review of pre-built reports and how to use them as tools.

Incentivized

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.

Incentivized

We love the use of our new tools. However, NICE staff turnover was frustrating. We lost ground each time a new team took over. Some people were good some were not as much. Some people did great training while others were not as helpful

Incentivized

First of all, the ease of the platform, the way it helps us to make our job faster as they have the customer information on the left of our screenand we have it linked to Shopify. The fact that this program has helped our productivity is amazing, and also, during peak season, it Gladly CX Platform makes the days go faster and easier.

Incentivized

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.

Incentivized

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.

Incentivized

• This platform has improved the speed in which customer issues are resolved by providing a broad picture of customer need, profile and history.

Incentivized

• NICE CXone has allowed us the ability to, on specific teams, not have to back fill positions due to attrition.
• NICE CXone has provided us insight into data metrics that we did not have before.
• NICE CXone provides us with visibility into the productivity of our offshore agents which we did NOT have prior to our partnership.

Incentivized