Overall Satisfaction with NICE CXone
We use NICE CXone (user hub) for ACD/IVR, WFM for productivity, and Quality Central for analytics(recorded data). We migrated our phone system from traditional analog, DTMF (extension-based routing) to digital IVR services via NICE CXone. It has helped us integrate data into/from multiple sources like CRM, Speech, and HR apis. With this migration, our reporting is simplified, agent productivity has increased, and we are working on embedding quality in all customer interactions. Overall NICE CXone has met our needs and also helped us in improving customer satisfaction.
- Interactive Voice Response
- Automatic speech recognition
- Reporting
- Case Management ( for reported incidents/probems)
- Time is takes to resolve tier2 type problems
- Lack of Subject matter experts
We need a dedicated resource who can help us with such demos and improvements for personalization
Yes - AVAYA suite
Do you think NICE CXone delivers good value for the price?
Yes
Are you happy with NICE CXone's feature set?
Yes
Did NICE CXone live up to sales and marketing promises?
Yes
Did implementation of NICE CXone go as expected?
Yes
Would you buy NICE CXone again?
Yes
NICE CXone Feature Ratings
Using NICE CXone
2000 - Agents, Managers, Supervisors, Administrator
1000 - agents answering or placing calls.
- Call center
- Reporting
- Recording
- Data lake
- CRM integration
- Screen pop
- Menu Options
- Direct extensions
- Operator routing
Evaluating NICE CXone and Competitors
- Cloud Solutions
- Scalability
All it needs to access Nice CX is the internet, that's brilliant.
not sure.
NICE CXone Support
Pros | Cons |
---|---|
Immediate help available Support cares about my success | Slow Resolution Less knowledgeable Problems left unsolved Escalation required Need to explain problems multiple times Slow Initial Response |
We do have premium support however staff is not well Trained.
During COVID days, Nice offered traditional hard phone phones even though their model is purely softphone centric.
Using NICE CXone
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Convenient Feel confident using | None |
- User interface
- Call recordings
- call scripting
- Integrations
- Custom reports