Laurentino's review
Updated October 19, 2021
Laurentino's review
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
NICE CXone has been used by the department of customer relationship center. We use it to make phone calls with our clients. We can receive, transfer and make calls. We started using it at the beginning of the pandemic last year when we started to work from home. NICE CXone works very well.
- The calls have very good quality of sound.
- The connection is excellent, rarely I see a delay or connection problems.
- It's fast and and a light program/website.
- It lacks settings, more options to customize.
- In some calls, it makes a loud noise when the phone is calling, like a machine gun.
- Sometimes the number that shows up for the person who is receiving the call
- is anonymous.
- Not applicable.
- Two - Not applicable
- Three - Not applicable.
My dashboard helps a lot with tracking. Every one of our scripts is customized. We use several non-default, custom-created reports as well. We can spin up a script in hours or even minutes depending on its complexity. They have a service which can create scripts for you, but we manage scripting in-house except for difficult use cases where we may need a little help.
Not Sure
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?
I wasn't involved with the selection/purchase process
Did implementation of NICE CXone go as expected?
Yes
Would you buy NICE CXone again?
Yes
NICE CXone Feature Ratings
Using NICE CXone (formerly NICE inContact)
400 - Customer's relationship center.
We do and receive phone calls for clients and internally.
We represent a team who assist only private and high wealth customers. We use Nice CXone for performance tracking and also as a tool for contact the customers, receive and give transferences, send e-mail, and schedule our customers.
We do and receive phone calls for clients and internally.
We represent a team who assist only private and high wealth customers. We use Nice CXone for performance tracking and also as a tool for contact the customers, receive and give transferences, send e-mail, and schedule our customers.
100 - Investment advice on private pension plans products, such as investment funds from a conservative (low risk investments) to bold profile (high risk), linked to VGBL and PGBL plans.
Life Insurance Advice, including redeemable ones.
Customer Experience Analysis and Customer Journey, where we value the satisfaction of customers and our partners.
Life Insurance Advice, including redeemable ones.
Customer Experience Analysis and Customer Journey, where we value the satisfaction of customers and our partners.
- Phone Calls
- Track Performance
- Schedule calls.
- Totalmente digital.
- Speed
- Facility
- Send Email
- Meetings House in
Evaluating NICE CXone (formerly NICE inContact) and Competitors
- Product Usability
Ocorre que a usabilidade de um programa ou sistema é uma característica fundamental, uma vez que se trata do que de fato uma empresa precisa para tocar o negócio, ou para prestar de maneira plena todos os serviços. Nice Cxone é um sistema fácil, usável e extremamente acessível, além de ser extramente útil e funcional.
Se necessário fosse, eu muderia o processo de avaliação e selação da seguinte maneira. Primeiro, analisaria, além da usabilidade, ou seja, das funções em geral do serviço prestado pela empresa, avaliaria também a qualidade destas ferramentas, pois de nada vale um serviço que ofereça muitas soluções, se não há qualidade, o que inviabiliza todo o processo. É necessário que cada função, utilidade seja efetiva, e entregue o resultado desejado.
NICE CXone (formerly NICE inContact) Implementation
- Implemented in-house
Yes - Yes, the implementation, in fact, occurred inparts. First of all, the implementation occurred last year, still during the pandemic while we were all working on Home Office. A test period was started between employees initially, and after success, we made great progress to real customers and house in customers testes.
Change management was a big part of the implementation and was well-handled - The transition from a mass production system to a lean production system implies changes in large magnitude within the scope of the operations strategy by manufacturing base organizations, and can trigger different reactions by employees, going from unrestricted support to the initiative to the veiled resistance (or even explicit). Change management has become one of the most critical success factors for any business.
- Computer issues
- Programming
- Data
NICE CXone (formerly NICE inContact) Training
NICE CXone (formerly NICE inContact) Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support cares about my success Quick Initial Response | Need to explain problems multiple times |
Não comprei o suporte premium, acreditando que o suporte básico deveria ser suficiente para me ajudar na solução de problemas. Atualmente o suporte comum me fornece a ajuda suficiente, atendendo às principais necessidades e sempre apresentando soluções adequadas. É necessário avaliar custo x benefício do premium, mas por hora avalio como suficiente o suporte padrão.
<div><br class="Apple-interchange-newline">Sim.
Em uma certa ocasião o Nice Cxone apresentou erro ao ligar para os clientes. A ligação ficava muda, e por mais que tentasse reiniciar não funcionava. Entramos em contato com o suporte para buscar ajuda, e o técnico foi extremamente profissional, esgotando todas as possibilidades para solucionar o problema. O suporte ocorreu online, via teams, mas por fim apresentou a solução, e logo voltamos a produzir. </div>
Em uma certa ocasião o Nice Cxone apresentou erro ao ligar para os clientes. A ligação ficava muda, e por mais que tentasse reiniciar não funcionava. Entramos em contato com o suporte para buscar ajuda, e o técnico foi extremamente profissional, esgotando todas as possibilidades para solucionar o problema. O suporte ocorreu online, via teams, mas por fim apresentou a solução, e logo voltamos a produzir. </div>
Using NICE CXone (formerly NICE inContact)
| Pros | Cons |
|---|---|
Like to use Relatively simple Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | Difficult to use |
- Track performance
- Make calls
- Receive calls
- Scheduling
- Type every time the city code
- "No route found"
- The history is very limited. In the main page, it should show all the history calls
Yes - Sim, atualmente utilizo a inteface de celular no navegador chrome e funciona bem. Há, no entanto, um ponto a ressaltar, qual seja, que é necessário seleciona a opção "destkop mode" para poder visualizar bem toda a tela. Isto, porém não impede de usar qualquer tipo de função do Nice CXone.