Homebase vs. NiCE CXone

Homebase is a very cost-effective program that does a good job tracking employee hours as well as what employees are working on. It is extremely easy to use and has a lot of self-service features, which give employees information at their fingertips. Homebase integrates well with our payroll provider.

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

• It is very easy to use!
• It remembers the days employees ask for off when making future schedules.
• Is amazing at keeping track of employees schedules! Especially in a restaurant/bar setting!
• The reminders an hour before to remember to go to work are helpful!

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

• The messaging features in Homebase are not consistent across the platform. In the app you can mass message everyone, however using the website you cannot, at least not at the price point that we are using.
• The roles for employees and how to navigate them can be confusing especially when trying to schedule one employee in two different departments.
• The separation of departments is a bit rigid and makes it difficult for universal employees to be scheduled easily.

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

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

Homebase is very easy to use. Not a lot of training or direction is needed to get it going. Easy feature to track employee hours. Able to use centrally located tablets for employees to clock in and out. A very cost-effective system that also saves time when processing payroll. Employees love its features.

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

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

Homebase is simpler to use. Easier to navigate and is much cheaper than other alternatives! We had trouble when I worked as they were harder to reach our ROI. Deputy was too expensive and it was the reason we decided on Homebase! Employees also find it easy to use on their end!

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

• Homebase has made the day to day management of employees easier, freeing up time for management to work on other things that help secure customer satisfaction.
• It has also made payroll easier since it's implementation and allowed for fewer mistakes than the previous manual method, leading to less monetary mistakes and happier employees.
• Homebase has made monitoring hours and overtime, as well as completion of internship and volunteer hours, much easier to monitor, leading to less confusion and more satisfied volunteers, interns, and payroll managers

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