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.JPEGAttensity reviewAttensity 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,,5Attensity - so much potential, but fall short on providing valueAttensity 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,,8Attensity (Flashback to 2011). Suggestions on structured & unstructured connection.Attensity 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.,9,5Attensity Review: Text at its bestCounting 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.,7Finding the "Why" with AttensityThe 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.,8,8Attensity Text Analytics ReviewAttensity 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,6,1Attensity- Slow at the start, but has evolved into a good productWe 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,,9Is Attensity Respond Right for Your Brand?Attensity 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.,3,3
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NICE inContact CXone
24 Ratings
Score 8.0 out of 101
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NICE inContact CXone Reviews

NICE inContact CXone
24 Ratings
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Score 8.0 out of 101

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Justin Sarni profile photo
January 24, 2014

Attensity - so much potential, but fall short on providing value

Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

8
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
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Alan Bainbridge profile photo
November 16, 2013

Attensity (Flashback to 2011). Suggestions on structured & unstructured connection.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

5
In my current job we do not use Attensity. I work as an HR analyst we have all/most of the data we need as structured data. We have very little unstructured data. It would not be a good fit for our team.
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January 25, 2014

Attensity- Slow at the start, but has evolved into a good product

Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

9
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract.
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November 16, 2013

Is Attensity Respond Right for Your Brand?

Score 3 out of 10
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Likelihood to Renew

3
I gave this rating, because overall Attensity did not make the process of responding to a very engaged audience easier. The reason that we started using the tool was because we wanted to find a way to better manage the high volume of posts that were coming in, but in the end the tool actually ended up slowing us down. The biggest shortcoming for me was the fact that the tool was incredibly slow. The time that it would take to open a post, view the consumers ticket history, go look at the post natively, and finally respond or delete ended up taking longer than actually monitoring natively on Facebook or Twitter. Ultimately there were just too many issues with Attensity, and our team could not afford to waste the time it took to work with Attensity anymore.
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Feature Scorecard Summary

Agent dashboard (3)
8.7
Validate callers (3)
7.7
Outbound response (3)
7.3
Call forwarding (3)
9.0
Click-to-call (CTC) (2)
7.0
Warm transfer (3)
9.0
Predictive dialing (2)
6.5
Interactive voice response (2)
9.5
REST APIs (2)
9.5
Call scripts (2)
8.5
Call tracking (3)
9.3
Multichannel integration (2)
7.5
CRM software integration (2)
9.0
Inbound call routing (3)
9.0
Omnichannel inbound routing (3)
8.3
Recording (3)
6.4
Quality management (3)
6.0
Call analytics (3)
7.7
Historical reporting (3)
7.7
Live reporting (3)
7.0
Customer surveys (3)
9.0
Customer interaction analytics (2)
7.5

About NICE inContact CXone

NICE inContact offers a complete cloud contact center solution in the NICE inContact CXone platform (formerly inContact Cloud Contact Center), designed to help organizations around the world improve their customer experience with a unified suite of omnichannel routing, workforce optimization, analytics, and voice as a service – delivered on an enterprise-grade open cloud platform.

NICE inContact CXone Features

Has featureAutomatic Call Distribution (ACD)
Has featureInteractive Voice Response (IVR)
Has featureAnalytics & Reporting
Has featureOpen Cloud Platform
Has featureOmnichannel Routing
Has featureVoice as a Service
Has featurePredictive Dialer

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NICE inContact CXone Technical Details

Operating Systems: Unspecified
Mobile Application:No