Likelihood to Recommend Management of campaigns is easy with it. It is a great tool if someone [wants to know] which of his campaigns is doing well and getting the most calls. It is quite favorable for all kinds of marketing campaigns and tracking calls is also convenient with Invoca. We are having a wonderful experience of call tracking with Invoca and its functioning and efficiency are beyond our expectations.
Read full review 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.
Read full review Pros From an accounting perspective, Invoca makes it easy for us to determine where our call revenue is coming from and what call type generated the paid call. Their dashboard is very user-friendly. I like how you can see everything from the top level and see total call volume, commission paid, and conversion rate. But you can easily drill down into each campaign level too. Lastly, you can easily create call campaigns and create individual phone numbers. I especially like how we're able to create a ring pool that allows us to track exactly where the call is coming from, and it's not difficult to setup. Read full review 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 Read full review Cons Learning Invoca can be a bit of a challenge, as many items are hidden in various views. It does lack the ability to speak with 3rd party software with Zapier In certain ways, too much functionality for basic campaign setup. They do not try to take a business development role with their users to help them grow their business. Read full review 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 :) Read full review Likelihood to Renew 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.
Read full review Usability 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.
Read full review Reliability and Availability 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
Read full review Performance 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.
Read full review Support Rating Invoca's client success team is great to work with, which is a nice value proposition for their business (many SaaS providers struggle with this). Their support team is very talented and fully capable of addressing the vast majority of questions that they receive. I haven't encountered any negative experiences when requesting assistance.
Read full review 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.
Read full review In-Person Training 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.
Read full review Online Training 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.
Read full review Implementation Rating 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.
Read full review Alternatives Considered Invoca is very user-friendly. It was easy to learn how to navigate and has a very user-friendly interface. It's hard to compare it against SaaS solutions like Five9 because their functions are different. Originally we selected Invoca because we were unaware of any SaaS solutions that accommodated all types of campaigns. We've found that now in
LeadsPedia , but have still found that many partners prefer going through Invoca, so we still use it. It's an excellent platform for partners to access.
Read full review 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.
Read full review Scalability 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.
Read full review Return on Investment It is really useful to set a price you will pay for inbound calls, and let Invoca manage that tracking system. We were able to run campaigns that could not have run otherwise because we had the call tracking for those calls. Read full review 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. Read full review ScreenShots