NICE 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), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month per user
Spiff
Score 9.0 out of 10
Mid-Size Companies (51-1,000 employees)
Spiff headquartered in Sandy offers their sales commission engine and automation platform, providing a personalized performance dashboard for individual contributors, commission plan building tools, approval workflow for commission plans, and integrations with payment (e.g. Stripe, Paypal), as well as CRMs and ERP systems.
NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
Spiff is a great tool for tracking your commissions - it’s rare in that it’s a valuable tool that I only need to look at once or twice a month. It does exactly the job that it needs to do.
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
Although reporting has been improved, it's an area that I feel could use more development (which they are doing).
Exports are good but to make them great, being able to customize the formatting and data that shows and which data doesn't show would be a great improvement.
The backend can be somewhat confusing with statements and obligations and which should be used when and so on, just as one example. With that being said they are very willing to teach and also just do the updates for you if needed, but if it was a little more intuitive without that help would make it better.
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.
I enjoy using it and it is easy to see where you stand, the issue is still no live tracking, or at the very least, twice daily updates. You have the update in the morning, but I would like to see where I stand at the end of the day as well
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.
Overall, the use cases of Spiff have been helping us to address important problems when it comes to commission calculation: (1) Accuracy of the commission calculation, (2) Transparency over how the commission is calculated, (3) Automation of commission calculation, which in turn saves us significant amount of time and energy and allow us to focus more on more important tasks
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
In all my time using Spiff, I only recall it being unoperational (outside the times when there is scheduled maintence. During those times, Spiff does a good job at communicating when their services will be offline and why). The times when I do get a small error, 9 times out a 10 a simple refresh of the browser will fix the issue.
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.
Pages load quickly, dashboards update numerous times throughout the day, and the integrations are seamless and operate without a hitch. On occasion, commissions will be delayed in calculating corrctly by a day or so, but that is quite rare. I don't find that delay to be a huge hinderance anyways.
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.
I needed my account to be set up and there seemed to be some technical issues with onboarding and a customer service rep made herself immediately available to liaison with our IT department to get me up and running. I did not expect them to tend to our request with such urgency.
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
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.
The training was conducted by our Spiff Account Manager and they would even create recorded videos we could send to the sales team so when they log in, they would understand how to use Spiff. Account managers at Spiff are a huge reason why I like that company.
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.
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
It is a night and day difference between Sheets and Excel. The fact that it is integrated with Salesforce and calculates commission as you close deals make it super transparent and efficient when it comes to tracking your performance and commission. Spiff takes the manual work out of the equation. Reduces human error and increases collaboration.
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.
We have a fairly large Enterprise sales team (200+ people and growing). Back when I first started at my organization this number was actually around 100 people. We've doubled in size since then and we have had zero problems adding these additional users.
CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization.
With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients.
The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion.
This has increased our turn around time and expense in preparing commission payments
This has allowed us to decrease expense related to processing commissions
This has increased transparency within the sales teams but at the same time, alot of individuals are overwhelmed with the amount of visibility. There really is a fine line on what is to much for some people.
