TrustRadius: an HG Insights company

NICE Engage Platform

Score5.4 out of 10

12 Reviews and Ratings

What is NICE Engage Platform?

The NICE Engage Platform is a call recording and compliance platform, providing holistic real-time monitoring, and long time storage for recorded conversations.

Categories & Use Cases

Who Buys & Uses NICE Engage Platform

NICE Engage Platform Reviews

What users are saying about NICE Engage Platform.
View all NICE Engage Platform reviews

NICE Engage Platform Review

Incentivized
Verified User
Engineer in Information Technology (1001-5000 employees)

Use Cases and Deployment Scope

Use NICE Engage for all day-to-day incident workflows. It's the bread and butter of our organization from the call flows to campaigns.

Pros

  • Logs
  • Escalations
  • Workflow management

Cons

  • Better GUI
  • Built in coding on the platform itself
  • Live troubleshooting

Return on Investment

  • Users continue to effectively use the platform
  • Productivity has improved drastically

Usability

Solid First Step Service with Limited AI Capability

Incentivized
Verified User
Supervisor in Customer Service (201-500 employees)

Use Cases and Deployment Scope

We use it for all our texting and calling needs with our customers. This includes both in bound and outbound communications. It is integrated into our CRM for data tracking and documentation. We also use the review tools to coach and evaluate our agents communication with customers.

Pros

  • Great call recall and review tools.
  • The dashboards are simple to set up and monitor
  • Data is readily available for all interactions

Cons

  • Ever since we have had NICE Engage Platform we have had issues with the program auto refusing calls and texts for our agents which luckily just routes to the next agent but this is hurting their call metrics.
  • The cost is more expensive that some comparable options
  • Texting functionality is somewhat limited and seeing the text history is also lacking.

Return on Investment

  • Documentation of our communication was much improved compared to our previous service
  • The ability to distinguish interactions between departments had a large impact on response times for customers.
  • We have 15,000 customers and were able to handle roughly 3,000 interactions per week with them as well as future customers.

Usability

Alternatives Considered

SimpleTexting

Other Software Used

Salesforce Lightning Platform, Slack