Likelihood to Recommend
really appreciated the tools offered to us by NICE CXone. I particularly like the features that allow me to listen in on my agents' calls and assist them in real time. We take highly escalated customer support calls, so I need to know what is happening quickly and be able to help my agents respond Read full review
Timeforge is a great time and attendance product that is cloud-based which makes it easy to access.
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 This software is easy to access. It can assess in the office or remote locations. It is user-friendly. Easy to catch on and pick up with minimal training. Payment for the service is easy and painless. Plug and play. 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 I don't have any cons at this time. 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.
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Timeforge support is helpful. They take time to walk through each detail and ensure you understand before they let you go.
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
We looked at several tools for turning text into data. The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch. Attensity had taken the approach of including reporting and alerting with their text engine.
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I was referred by a previous coworker. They are using Timeforge and were telling me about it. It was all she said it was.
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 Timeforge has helped with the accountability of our employees with respect to the hours they work. Scheduling has added the ability to reach out to all employees so that they can access the schedule to ensure they show up for their hours. Read full review ScreenShots