Nextiva VoIP Call Center vs NICE CXone (formerly NICE inContact)

• Call recordings are crystal clear
• Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
• User tracking helps us accurately measure availability and overall weekly performance.

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• The quality of the calls are great, i rarely have to report any type of call issues
• The admin portal is very organized and it makes it easier to find information about users and stations
• The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information

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• Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else.
• In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it.
• When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.

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• When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
• It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
• When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
• When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.

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• Nextiva has increased our employee phone coverage and availability by 27%

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• It impacts our company daily as we utilize NICE CXone services every day, 24/7.
• It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
• The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.

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