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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WorkForce Suite
Score 7.3 out of 10
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The WorkForce Suite, by WorkForce Software, is a mobile-first, cloud-based modern workforce management solution with integrated employee communications and collaboration capabilities. The WorkForce Suite aims to help global enterprise organizations optimize their labor, protect against compliance risks, and maximize productivity while building a highly engaged, resilient, and agile workforce.
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.
EmpCenter is really well suited for companies with minimal variety in time keeping needs. Certainly somewhere that has fairly regular work schedules and operational needs the system would be programmed for and meet those needs quite well. I think they assert themselves as a product specifically for those more complex companies, and I believe it is one of a few products available for companies with many employee types and complex work schedule and pay needs, but because of those complexities each have their own specific customizations I feel it is difficult for the company to then manage the different products that end up existing. Each ends up being unique so applying large scale changes doesn't work well as something we may request and need if applied over EmpCenter in general may cause problems for another company. Therefore everything has to be done on an individual basis and is more time consuming and costly.
works well with other systems. We were able to collect data from another time system, Avaya phone systems and even a point of sale system with not a lot of difficulty.
They know their product and integration points. They were able to troubleshoot problems with hardware time collection devices quite quickly. We found the devices they sold to be quite durable.
Out of the box they have more reports than I would have anticipated. Creating new reports was sometimes a task if it was complex but there were usually similar reports you could use as a starter template
One feature I would like to see on EmpCenter is a vacation calendar that monitors all vacation requests for all employees within a group.
EmpCenter is not wholly compatible with other softwares and there are occasions when time data does not properly translate.
Moreover, I would like EmpCenter to automatically provide timekeepers with delegations from managers. This way if a manger does not want to grant the timekeeper authority it is easier to rescind, rather than tracking down all managers to grant timekeeping privileges.
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.
After spending close to 5 years to decide on which payroll product to acquire for our University, I cannot image we would switch now that we have it in use.
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.
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.
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.
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.
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.
Deputy was a LOT easier to use, and I personally liked it more. It did not make approving payroll at the end of the week as easy as WorkForce, and Deputy did not show any PTO balances. Deputy seemed like a simpler, less in-depth version of WorkForce. Personally, I would prefer Deputy, but a lot of my colleagues disagree
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.
EmpCenter has reduced the amount of time administrators are spending on payroll. Certainly it has made our entry to our pay system more efficient since we can simply load the data from the time keeping system and we are not collecting actual physical signatures and paper timesheets that must be reviewed for accuracy and completeness. The system does this for us and some automatic calculating of certain pay due that we were hand adding. However the feedback I am getting is that the supervisors feel their work has been increased greatly. They are spending more time correcting and approving time. Essentially the work we were doing in our central offices to review and correct time the supervisor must now do as they approve the time. We have now asked them to be more responsible for proper reporting and use which requires they know more about the rules and many different aspects of pay than they had before. We have employees who are union represented and get some benefits from the contract others do not receive, contract employees who have certain pay aspects in their contracts that must be known, as well as temporary employees and students who get very different pay from the other employees. While some things have been programmed for the system to know and handle, some things must be added to the time sheet to pay properly or the way time is reported is different (some clock out for lunch some don't) supervisors must now know these differences while that used to be a role that was more mine as an administrator. Now I just help them and audit and review.
