Insights vs. NICE CXone

I've heard that if set up correctly, for a small company, the software works. Cloud functionality is greatly appreciated.

Incentivized

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.

Incentivized

• Cost.
• Good for small companies.
• Comes with defaults preprogrammed.

Incentivized

• 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

Incentivized

• Auditing.
• Reporting.
• Flexibility/scaleability.

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

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.

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

The sectionality of the support structure causes unnecessary delays, lots of confusion, and even misinformation. I miss the old days where you had one person to call, they pulled in any other required resources, and you got a solid and timely answer. Each ticket submitted is a gamble, as the service varies widely from consultant to consultant, and issues are often passed back and forth between support and professional services, with no one taking responsibility for solving the issue. Tickets are ignored for days or weeks at a time, and often the answer is "this is the way the system is designed" and the ticket is closed.

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

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.

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

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.

Incentivized

ADP: Enterprise EV5. Old hosted product, but configurable with full reporting and auditing capabilities and full rights to your own data at all times. I did not make this choice.

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

• It was set up poorly and we're still suffering.
• Without full auditing capabilities, I'm not able to mitigate all risks.
• The support structure is severely lacking.

Incentivized

• 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.

Incentivized