Gong helps people and companies reach their potential. The Gong Revenue Intelligence Platform™ enables customer-facing teams to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, to empower revenue and go-to-market teams to determine the best actions for winning outcomes. The vendor boasts companies like Morningstar Inc., Paychex, LinkedIn,…
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NICE CXone
Score 8.6 out of 10
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NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.
I was in quality assurance at my last job using inContact for the platform. You had to download the calls to listen to them. This platform is a literal replacement for my last job and does a much better job than I ever could.
Appropriate when: There's some kind of repetition and success formula that you're trying to find out. You have a big team, and you're trying to find something that works. Then gong will be helpful. In my experience, B2B SaaS will almost always benefit from it. Less well suited when: You're making big deals over a small number of very specific clients. I worked for a little bit in government and oil&gas deals, and everything in each deal varies wildly - can't see gong being that big of a help here.
As I said before, I really enjoyed being a supervisor. This helps me help my customer support agents when they call. I can listen and give real-time feedback to the agent on difficult calls or take over the call directly if needed. The Niza application solves the IVR contact center needs of a support organization. They are competitively priced and we feel we are getting good value for money.
Call recording: you can see a transcript and also set-up trackers for keywords like competitor names being mentioned.
Active conversations in accounts: I get email reports on all active conversations that have happened with Gong so I can see across the Global team what meetings the team are having and make sure we are coordinated on large strategic accounts.
Call sharing/collaboration: the native integration with Slack means I can tag and talk to my team about calls via slack messages, and then the conversation will still appear in Gong and vice versa. This helps my team receive feedback where they are working and removes the need to check Gong to see if there is feedback there. This helps reduce tech fatigue.
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.
I think it's very easy to use and navigate. Occasionally, I find something things harder to find or I am unsure of their meaning. The Gong support team though are excellent and will quickly help with answers or jump on a call to review where you are at. Generally, an easy to use tool.
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.
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
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.
I give them a 10 because, I have been using Gong for over a year now and have never had issues or concerns go un resolved in a day or two. Their communication is impeccable and their tech support is very hands on and prompt
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.
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
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.
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.
The Gong video library is much easier to navigate. I like that everything is saved in one place that I can navigate instead of separate video files that I have to download. I also think it's really cool that our whole company can access and watch each other's meetings and videos. I sometimes watch videos of customer calls with the sales team when an account is being passed to me to get a better idea of what they've already discussed with our teams, and I'll watch calls where coworkers have discussed similar topics to what I'm working on to train myself on different subject areas. I enjoy how Gong promotes greater transparency within the company and greater collaboration between teams as a result.
Interactive Intelligence Cisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
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.
