TrustRadius
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.https://media.trustradius.com/product-logos/eW/qd/JB3V8JCKA3MP.JPEGNICE SystemsNICE inContact CXone will keep you in contact with your customer base2019-05-22T16:27:37.306ZAt Orvis, we use NICE inContact CXone throughout many departments. Almost all of our departments use NICE inContact CXone as our primary method for communication with our customers as well as for contacting our vendors and shipping agents. Our sales department uses NICE inContact CXone as the only method to receive sales calls from our customers.,Allows easy transfers of calls between departments.
Includes disposition options so we may have an idea as to why our customers are contacting us,Can get slow to respond during busy times.
Freezes fairly often.
Often will not allow calling between departments and will require a reset to function normally again.,8,It has improved call times and interactions over just a standard calling system.
During peak season, it has hindered our calls by freezing or crashing due to the volume. This costs us business from customers who do not call back, and we are unable to call back since the system crashed and we lost the call history (unless it is a supervisor).,Bold360, Ceridian Dayforce, 10ZiG TechnologyJosh kimballPowerful and scalable call center solution2019-04-04T13:45:31.564ZOne of my clients I was working with needed a VoIP solution to support their customers for general product support and issues they run into. They needed automatic call distribution based on certain criteria like language and skill-based routing. CXone is a fantastic call center solution for the enterprise since it scaled extremely well for our client. CXone setup is primarily used by their support team and operations who receive and solve customer issues. This in turn has increased customer retention and improved the brand name.,Efficient call distribution based on multiple criteria like language, skills and issue type.
Call priority based on issue severity and user type.
Scales really well with zero downtime.
Simple and fast adoption which requires less than a day to setup.
A fully rounded enterprise CRM.
Great product documentation and vendor support.,At times, it feels the software is running a bit slow. While it can depend on a lot of things, there are ways this can be solved.
AI chatbots are not as good as they should be.
Support for agent profiles or templates that can applied to any new and existing agents.
UI/UX controls doesn't look modern.,10,Improved customer retention and satisfaction.
Improved sales and revenues by new customer acquisitions.
Saved money and time by not needing to investing in buying hardware and setup.,CxEngage, Five9 Virtual Contact Center and Genesys PureCloudBhargav NanekalvaAn innovative company with a solid platform, just needs to improve in certain legacy areas.2018-12-19T01:56:03.780ZIt is being used by some departments and we are over time rolling it out to the whole company. It definitely resolves our scalability problem for our growing company. It also adds reliability in comparison to an in-house solution.,Availability due to them being public cloud is nice to have. As they function of AWS it assures you that they have regional backups of their platform.
Scalability of the platform is good. You can increase ports and decrease them on demand and cater to your high and low volume seasons.
The management web interface and Studio software are neat features of the platform.,The built-in softphone option is expensive and does not support 911 dialing out which puts call centers in a legal pickle.
The voice platform is not on AWS and is resilient for most the part but not fully fault tolerant. Have seen media server issues affect voice quality sometimes.
The screen recording software Engage is something straight out of the 90s. The interface, crystal reports, the delays. Engage side of the company is bad in products and support. The recording software does not provide 100% recording and they always have an excuse for why Engage does not work but never a solution. I have a missing screens problem open with them for longer than 3 months.,8,Positive return on investment due to ease of training and use by the customer service representatives.
Negative returns because missing audio and screens on our calls where our clients hold us accountable for the quality of calls and reliance with monetary means.
Pay per use ends up being a good deal for a growing company.,,Genesys PureConnect, Cisco Unified Contact Center, Calabrio ONEVerified UserAmazing integration options and configurability2018-01-24T22:46:33.916ZinContact is being used in all customer-facing support and sales teams. It allows us to easily manage in and outbound contacts with our customers, and also integrate call logging and contact metadata into Salesforce. Integration with Salesforce also allows us to make intelligent routing decisions real-time to provide that moment of "delight" for our customers.,The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
Integration with 3rd party sources real-time is quite good. API interoperability is great.
Integration with Salesforce is, though a bit clunky, very functional and works as intended.,The UI for the agent is a bit dated, especially with the Salesforce agent.
They don't seem to have enough UX testing done before releases and have great opportunity to improve and listen to user feedback.
User feedback opportunity is limited. There is nowhere visible really to submit feedback that gets tracked. The process is opaque.,10,1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.,interactive intelligence,Salesforce Service Cloud, Asana, BoxHans HonginContact supporter2017-11-09T17:25:19.759ZThis is the overlay on top of our softphone Fuze - we use this to mask outbound calls, record calls, and monitor KPIs.,Great dashboards
Great functionality and reporting
Great support,Better communication with TAM
Better weekly conference and update communication,7,Allowed for quick growth and expansion,Cosmo,Fuze, Skype, DataGravityVerified UserAttensity review2014-05-28T20:31:26.891ZAttensity is very useful for Text Analytics programs and we used it for our survey analysis. The primary use of the technology/tool is for sentiment analysis of open ended questions we ask our customers in surveys. It helps us in improving our business processes by understanding customer pain points.,70 to 80% accuracy in triple categorization.,If we can reduce the training time for knowledge engineering, then it will be really useful.,Increased customer insights,7,,5Shailesh DubaleAttensity - so much potential, but fall short on providing value2014-01-24T20:38:49.721ZAttensity is currently used in our Customer Retention department in an effort to gain insight into what our customers are saying. We bring in data from three points of the customers lifecycle: when they join one of our brands, while they are a current customer, and if they leave the brand. It helps us address all kinds of problems, everything from operational/technical issues, strategic issues, and issues that may just be an anomaly. It also helps us gain insight into what our competitors are doing.,Makes the process of feeding data into the system seamless
Can crawl the web and collect data from thousands of websites, essentially anywhere your brand is being talked about
Does a great job of collecting social media data
User friendly in terms of creating dashboards,Needs to reduce noise (ie advertisements) from data collected from around the web
Categorization is tedious and takes an extremely long time, especially with high volumes of data
Overall, the system runs slowly. Some days it's better than others.,Increased employee efficiency
Increase in number of opportunities identified
Helps understand our customer voice,7,,8Justin SarniAttensity (Flashback to 2011). Suggestions on structured & unstructured connection.2013-11-16T20:58:17.463ZAttensity is excellent (and unique) in being able to find and quantify the presence of topics, sentiment or 'about-ness' as specified by the user. The linguists at Attensity really know what they're doing. Their technology is great at appropriately grabbing linguistic variations of the same thing.
Attensity lets you slice and categorize your unstructured data across different dimensions (according to a category set users setup). For example you can categorize by sentiment (positive and negative) and about-ness (customer service, product, brand, etc.)
I found their professional services people EXTREMELY responsive and helpful. I included some suggestions for improvement below, but this is more about a company-wide approach to pro-serv and training. Jerry T. was so great to work with!,I have not used Attensity since 2011 so this might be dated. I found it was much less useful the more abstract the subject matter was. I found it VERY effective at finding instances of concrete problems such as problems with a specific product/object/part. I found it much more difficult to analyze and categorize text that had to do with a customer's experience. I don't know that this is a flaw in Attensity's technology. I think this is due to the almost limitless ways a customer can describe an experience. Whereas with products customers tend to use a narrow range of specific terms and model/part #s. With experiences customers/respondents often use different and sometimes 'wrong' terminology. I found it very difficult to build category sets that would capture all/most of the feedback around a specific experience without bringing in too many false positives.
One way around this is to set up respondents (in a survey for example) to focus their comments on something specific, or to provide survey check-boxes for respondents to indicate how they feel their feedback fits into categories. But I found Attensity professional services (this was in 2011 or earlier) to be resistant to using structured data with unstructured. It seemed that they were so in love with their tool that they were reluctant to see how it would be enhanced by using structured data along side it.
I found that Attensity as a company could benefit from having 1 or more methodological approaches that they teach clients step-by-step. They were GREAT at teaching us how to use the functionality of the tool. But I found them lacking in teaching a philosophy or method for approaching the building of a category set and identifying the best standard reports for a clients' audience(s). As a client I wanted more suggestions from them in terms of how to best build a category set and more suggestions on the best reports to build from in for our managers, directors and board.,I recall the feedback helping us identify the real magnitude of an issue that we know was present, but we weren't asking about on our survey. Because no one asked the customers about this issue no one knew how big of a problem is was until we were able to show the volume of feedback on a specific issue.,9,5Alan BainbridgeAttensity Review: Text at its best2013-11-08T16:33:30.102ZCounting the text data to make it quantifiable.
Reporting.
Client focused.,Normalization of data.
Too difficult to tune the tool.
Natural language can go too far - left can be a direction and the past tense of the verb leave - The tool assumed it was a verb.,We found a quality problem that was emerging. Since the issue sounded like normal use of the product, we were not sensitive to the rapid increase in what our consumers were reporting. The tool made us curious as to why the use issue was growing. We had a problem.
Engineers were able to gather point of use details from our end users with out the large effort of reading comments,5,SAS DataFlux,300,2,Quantify what the consumer wants.
Qualify usage and failure data.,Use the questions coming to customer service to help prioritize training content.,Part inspection ticket analysis.
Blog or social media monitoring.,6,No,Product Usability,I was not part of the selection team. Just the implementer.,Vendor implemented,Yes,Change management was a major issue with the implementation,Our internal language was not full sentences. We had abbreviations, terms that were not well managed by the engine, we also had not used full sentences and the tool was looking for verbs that did not exist.,7,No,7,Yes,We had a truncated data set transfer over. When we realized it, it was already afternoon. We prepared a replacement data set , and Attensity made unique jobs & schedules to receive, process and report on the data by the next morning.,The reporting for the masses is visual.
The export detail is a nice feature.
The ability to link similar findings in multiple data sets was elegant.,Tuning - training the text engine on the industry specific language was laborious - so, so, laborious.
Attempting to expand the solution to be more analytical - Normalized incidence.,7Onavie BoyceFinding the "Why" with Attensity2013-11-06T19:56:27.436ZThe major strength of the Attensity tool is the ability to personalize the categories and queries to find exactly what is important to our particular business. Using structured and unstructured fields together make for more insightful analysis. Doesn't feel like an out of the box tool.
Attensity Support Team is always available for support questions or extraction/IT problems. Their team acts quickly to get problems resolved.
The ability to analyze multiple data sources into one topic of analysis.
Attensity is more than a word cloud!,Manual categorization is needed to deliver the best analysis. This takes a lot of time.
The Attensity tool is not user friendly. It takes time to learn how to create and manipulate queries.
The Attensity products are expensive.,Customer insight through text analytics is found on a daily basis. We have found that changes are needed at some of our Airports, for some of our inflight products and in regards to some of our processes. We believe that NPS can be impacted by even the smallest changes made from text analytics.,8,8Pamela FoxAttensity Text Analytics Review2013-11-08T15:58:08.575ZAttensity is able to get very precise with sentiment and can be tuned, which is important.
The theme discovery is very helpful for getting detailed insights. The "triples" help with understanding relationships.
The pricing structure is reasonable and easier to understand than other vendors.,The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
The way to create "categories" or "topics" is more cumbersome than with other platforms.
They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.,We decided not to work with Attensity for our business needs because they didn't meet our requirments in terms of usability. Another group within our company does continue to work with them
The group that works with Attensity has been able to get deeper insights on customer satisfaction,6,1Verified UserAttensity- Slow at the start, but has evolved into a good product2014-01-26T00:15:44.693ZWe leverage Attensity as a big crutch in our organization to understand customer sentiment from our email survey data and call detail record data. It is used most heavily between our Customer Retention and Marketing departments, mostly to understand the current customer base better and trend sentiment over time to have a good understanding of open-ended feedback. Attensity's biggest strong-point is that it helps structure open-ended text to trend customer sentiment over time. Departments rely heavily on custoemr sentiment, and finally there is a way to wrap your hands around countless fields of data.
Attensity does have it's limitations, but overall it does provide valuable insights to most organizations.,Text analytics- trending open-ended feedback.
Marrying structured and unstructured data.
Centralizing customer sentiment into one tool.,Filtering out bad data.
Response time from customer support.
Lack of account management and concern.,Increase Net Promoter Score.
Decrease Churn.
Increase Revenue.,7,,9Verified UserIs Attensity Respond Right for Your Brand?2013-11-16T20:30:31.950ZAttensity is quite accurate when filtering through mentions of your company or brand on Twitter and Facebook. Very rarely do you see tweets or posts that are irrelevant to your brand. It accounts for spelling errors and abbreviations.
Attensity makes it easy to work remotely with other team members, as you can specifically assign a certain number of posts to yourself. This makes it known to other team members who may be working on or going through the same folder that those posts are taken care of.
Attensity is very accurate in the number of tweets or posts that are currently in the queue waiting to be reviewed.,I used Attensity daily to respond to consumers on our brand page. Sometimes there would be a glitch, and the number of posts that were in the queue would not match up with the number of posts that were actually coming in natively. When Attensity is working perfectly the number of posts in the queue is very accurate, but it got to the point where it was hard to trust the tool. Many times we ended up responding natively on Facebook and Twitter to ensure that we saw every post.
Responding through Attensity on social media is sometimes tricky because often times the response window does not show the whole tweet or post. There was a lot of going back and forth between the native post and the post on Attensity. If there was some way that Attensity could better display the number of likes, comments, retweets, favorites, etc. that would make responding much easier.
The way that Attensity is graphically designed is very confusing with many folders for all the different brand pages and teams that own those pages. This would make things confusing while going through the high volume of tweets and posts that the brand page received. The page would frequently receive anywhere from 100-1,000 posts or more in the span of an hour. WIth the high demand for responses and the way the tool is organized, it was easy to miss important posts.,I think that overall Attensity had a negative impact on our overall business objective, which was to more efficiently filter and respond to posts. WIth the high volume that we were receiving and the number of team members that we had it was easier to go with a tool that was more visual and could provide more metrics.
Attensity actually ended up slowing down the team in some cases. It was a very slow tool in general, sometimes taking minutes to complete a simple task like deleting posts or opening a post. I would say that employee efficiency was decreased when using the tool.
Attensity did make it easy to review the posts and communicate directly with team members who may be better suited to respond to the post, however this was also found in other tools that did not have some of the other shortcomings that we found with Attensity.,3,3Verified User
Unspecified
NICE inContact CXone
24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
