NICE Engage Platform vs. Phonexa

If you need a customer communication tool that has almost all the functionality out of the box this program is for you. However now that other services have more AI capability we are changing to a new service that will reduce the workload on our agents and allow us to automate many customer interactions. The pricing of another service is also more varied based on usage and our current inflow is lower than before so our cost should drop with that decreased communication

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

This is an all-inclusive lead management system and has the features to satisfy a multitude of businesses. The system helps spot data trends within minutes and gives managers and business owners the best analytical tools I've ever seen to date. It's best if you're looking to find ways to optimize and explore opportunities. It's also easily integrated and there's always a support team that's readily available to help you.

• Great call recall and review tools.
• The dashboards are simple to set up and monitor
• Data is readily available for all interactions

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Trouble shoots any technical issues that you may come in contact with.
• Has made it user friendly for even those who are not too computer savvy.
• Reporting feature has multiple view options dependent on what you're looking for.

• Ever since we have had NICE Engage Platform we have had issues with the program auto refusing calls and texts for our agents which luckily just routes to the next agent but this is hurting their call metrics.
• The cost is more expensive that some comparable options
• Texting functionality is somewhat limited and seeing the text history is also lacking.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Adding a how to guide for all the hundreds of features it has.

Could improve at parts to assist with troubleshooting crashes further

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

NICE Engage Platform has way more functionality than Simpletext and it allowed us to have calls and texts handled by one system rather than having to use two separate tools. NICE Engage Platform also allowed us to launch web chat functionality for those visiting our website. There was also no way with Simpletext to see what agent was responding to each text. It was a freeforall in the inbox. No integration into our CRM either.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

We had a normal kind of landline phone before this, and it was SUCH a hassle to use. It was not easy and kinda outdated.

• Documentation of our communication was much improved compared to our previous service
• The ability to distinguish interactions between departments had a large impact on response times for customers.
• We have 15,000 customers and were able to handle roughly 3,000 interactions per week with them as well as future customers.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Increased business opportunities.
• Built/analyzed the competition.