Likelihood to Recommend 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.
Read full review For the use cases we have at the bank, ICM is a perfect solution. For any bank or institution that has similar requirements, ICM would be a perfect solution. But I also think for any use case that has any sort of incentives based on Sales done, this would work amazing, as both Calculations and reports are handled by ICM very well; it's an all-in-one solution, I feel like.
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 Flexibility - Varicent is not template based. You can implement the model specifically for your organisation. Scalability - Since it is not stick to templates you are able to expand the model for other domains as well. Reporting - Several ways of reporting are possible and each has their own benefit/purpose. Strong/Powerfull Calculation Engine delivering fast results/speed to insight User Interface is minimized to what you need and is not showing off all the functions it can "also" do Strong audittrail Appears to be almost unlimited in what you are able to create 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 As [the] model gets more and more transactional data, the calculation time increases. This should/can be handled internally with better model optimization. Migrating from one env to other sometimes is challenging. There can be better 'Alerts' or 'Explanation' provided to handle it or at least to give a hint of the error. For managers viewing their rep's report, the access part can be made easier. It should be linked to Payee hierarchy and access can be done automatically. 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 Customer support from IBM is impeccable. They are quick to respond and they don't nickel and dime you for every request you make. Their goal is to ensure your success and as a user, I really feel like they listen to my concerns. That's not to say there are no problems. All software has its issues, but I don't feel like those issues fall on deaf ears.
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 Any calculations can be implemented as there are hardly any limitations on complexity. However, online real-time usability is lacking - a simple user enters, and the system calculates work in a way that it is in the browser and hence still needs overnight to be properly reflected in the batch calculations and backend tables.
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 Never went down in last 3 years that I worked with it (every hour of the day basically). That is a 10 in my book.
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 All is fast, but with API's it is sometimes slower due to the application we are pulling data from. Reports are loaded directly or within seconds and our reports are very detailed with many columns and rows.
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 Giving a 10 would suggest there is no room for improvement. I don't feel like their support is perfect. However, I have never met another team that was more dedicated to making sure we get what we want and need.
Read full review In-Person Training 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.
Read full review The training was good in general with a nice trainer as well. But, the training could be better if it is more focussed on our process/data etc.
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 There is a learning portal with many videos about navigation, creating reports and managing your model.
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 Test test test. Make sure that the product is calculating everyone 100% correctly. DO NOT accept a 70% pass rate as some companies would like to have you believe is acceptable. This means conducting thorough testing by providing 100% of all expected results, but it will be worth it when you know that the compensation plans are working entirely as expected.
Read full review Alternatives Considered 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.
Read full review In 2015, we used a scorecard containing 80 attributes in our review of Oracle, Callidus, and Xactly & Varicent. Oracle did not have true self serve capabilities- programming was heavily required, not intuitive, out of the box functionality was limited. Callidus & Xactly could not provide us a demo using our data, statements could not be sent out in bulk form, difficulty in importing/exporting to CRM. Varicent excelled in most areas and was the clear winner.
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 It is very scalable and adaptable to changing complexities of calculations and business rules under a variety of different scenarios. It does not get full points because in large data loads the time needed to calculate and import the data increases exponentially and may cause issues related to timing potentially.
Read full review Return on Investment 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. Read full review Compliance - with a central system used for calculation incentive payments and commissions, we are able to provide reports and data showing every detail of how payments are calculated and why they are justified. We can also identify anomalies and outliers. Integration with our payroll system is seamless. Except for regular pay, nothing goes to payroll without going through ICM. The process for paying incentives/bonuses/commissions is now very structured and efficient. Read full review ScreenShots