Likelihood to Recommend 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 Telonium enables us to keep your voice systems automated, allowing us to receive all incoming calls and route them to the appropriate person in your office. We are notified whenever a voicemail message is left on your desk. You can play the voicemail without dialing if you receive an e-mail notification.We can customize our phone system from anywhere. There is no need to schedule a technician to visit your site and make adjustments because all phones are delivered ready to connect. We can use this program to prevent unsolicited telemarketers and phone calls from reaching our phones. It is the ideal solution for a better and safer phone service, with a high percentage of filtered calls in our favor. Telonium makes it as simple as possible for us to launch or relocate your service. When our customers and prospects call you, we only need to provide a few pieces of information, and Telonium will handle the rest. When you need to make changes to your system, all it takes is a phone call or a visit to a customer web portal to make immediate changes.However a high-speed Internet connection is required at the location where the phone will be used.
Read full review Pros 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 The control panel function is very good because we can see the progress and work of the agents, individually and also as a group with the different work teams. We have found the call scripts very useful, especially with new agents who still don't know very well how to conduct the conversation with customers. I think the omnichannel support is great because all the communication channels are in the same program, which makes our work easier. Read full review Cons 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 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 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 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 Using our Customer Portal, you can customize your phone system from anywhere - all phones are delivered ready to connect! There is no longer any need to schedule a technician to come to your site and make adjustments. Automated operators enable automated systems to accept all incoming calls and route them to the appropriate person in your office.
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 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 We can see how our agents and customer service staff have become more focused on their tasks and have been more effective and successful in resolving customer requests. The system is quite easy to install and use, so we didn't have any inconvenience, so without a doubt, our profit margin increased. Read full review ScreenShots