Likelihood to Recommend
As I said before, I really enjoyed being a supervisor. This helps me help my customer support agents when they call. I can listen and give real-time feedback to the agent on difficult calls or take over the call directly if needed.
The Niza application solves the IVR contact center needs of a support organization. They are competitively priced and we feel we are getting good value for money. Read full review
RingCentral Contact Center has been one of the best contact center software that I've used. The calling feature is probably one of the easiest to use. The recordings are very easy to access. Also, it is very easy to host meetings but I hardly ever used that feature because it is not something that is widely used by our prospects. However, it was great when we wanted to connect with fellow colleagues.
Read full review Pros Made work from home easy - We just have to login and start calling - No landlines. Easy to extract daily, monthly reports from NICE [CXone] web app. Easy to monitor agents online - who is logged in and who is not. Fast and reliable - Just need internet. Read full review They have an app so you do not miss any calls or messages from your customers or leads. RingCentral has everything you need especially if you're working remotely. Therefore, you do not need to use other software. They automatically transcribe the calls as well so if I miss something this normally helps. Read full review Cons Occasionally the server will disconnect and we lose phone functionality. Calls get "stuck" in the queue when they don't exist. Can't remove commitments very easily when they are made. Kicks you out after 2 hours. Making it annoying how you have to log back in. Read full review I would like to be able to text from our main office line rather than only my office direct line, so I can keep my direct line private I wish it was easier for all users to be able to toggle between calls ringing at their desk phone and cell phone It would be nice if the process to add other team member's numbers to our desk phone screen was easier 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
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
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
Interactive Intelligence Cisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Read full review
The user interface of the Ring Central Contact Center is much better than others. Also, the price and cost of implementing, using, and maintaining the product are comparatively lower than others. So, a maximum set of features according to the cost and price. Other than that, the training required for the team and the support agents is also not much required.
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 We were able to close deals and sales to clients more effectively! It is much easier for us to reach the client even if it's an International number. Nice CXone has helped us a lot to communicate better with our clients. Read full review The business is able to take on clients that need after hours assistance because we have a way to communicate We are able to offer multiple forms of communication, which may attract more clients to our office We don't have to purchase separate call recording technology as each user has a built in call recording system that all users can monitor for each other Read full review ScreenShots