NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.
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RingCentral MVP
Score 7.1 out of 10
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RingCentral MVP is a cloud-based VoIP solution available via computer mobile application. It features video and audio conferencing, desktop phone rentals, collaboration tools, and integrations with other business applications. RingCentral offers plans available on a monthly, per user subscription basis.
It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.
RingCentral excels for us in office environments where everyone has/needs an individual phone (either desk or via their computer). It is also uniquely suited for situations where workers may move between offices, work from home either during the day or after hours, or be on call in the evenings or weekends. The capabilities of the smartphone app means you are always on the office phone system, even showing a Caller ID as your office when calling a prospect, client, etc. This has been a surprising and much-liked feature for attorney's who don't want to expose their cell or home phone numbers in a call. Located in a hurricane-prone state, RingCentral is ideal for their resiliency to disaster that can keep local businesses connected and working after a hurricane. Having experienced that multiple times in the last 16 years with RingCentral, I can say that they have always worked flawlessly for us.
RingCentral service is solid and resilient to issues.
RingCentral is easy to manage as an admin. Users, login styles, extensions, hardware, extensions, and more are always configurable and it makes it easy to support users.
RingCentral offers many hardware options. It is easy to procure new hardware as well as outfit older hardware with the help of an adapter.
The team chat interface of the Glip application (also called Jupiter) isn't as refined as other chat interfaces. For example, it doesn't indicate when team members have read a message.
The integration of Glip with on-premise Exchange is non-existent and not on the development radar.
RingCentral personnel were not familiar with supporting paging devices, even though the platform does offer integration with some paging equipment manufacturers.
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.
We are grandfathered into our unlimited toll-free minutes plan. We are very unlikely to switch because of that. It has been the major factor saving us a lot of money compared to switching to other solutions. I don't know any other company that still offers these unlimited plans.
Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
Once you get used to the features of the system, it is extremely easy to find what you need. Everything is all on one place which makes the usability phenomenal. It is very user-friendly, and everything you need is mainly on the RC app. There is a separate window for your Max Agent, and everything is spelled out so you rarely have a question where something is.
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
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.
Occasional bandwith issues. In addition to this, I have one individual whose calls are blocked. We were not able to determine whether this was a RingCentral or a carrier issue.
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.
Their customer support is top notch an provide us with all the answers we need quickly and concisely. We especially appreciated their Installation Services team who got us up and running on their platform within the short time frame we presented and had almost flawless performance in porting our services over to their platform
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.
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.
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.
If someone has an existing system I tell them to keep that running initially and keep RingCentral separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingCentral system. I've seen one person who immediately flipped over to RingCentral without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration
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.
We used Vonage and a local softphone called Communicator prior to switching to RingCentral. Vonage dropped calls left and right and made it very difficult to use in general. Communicator linked to our CRMs, which was nice, but when installing call forwarding it automatically uploaded all CRM contacts into our personal phones and did not remove them even when the program was deleted. This was incredibly annoying, as in order to make a personal call to someone in our contacts, we had to sift through tens of thousands of contacts. RingCentral is simple, user friendly, and only does what it needs to.
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.
