Good Overall experience and product, with room for improvements from backend
October 30, 2021
Good Overall experience and product, with room for improvements from backend
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE CXone (formerly NICE inContact)
We are utilizing the Contact Center in our Technical Assistance Center, however, the reset we are using company-wide. Good flexibility to roll out new scripts quickly or updates in a timely manner compared to prior vendors.
- Adding Points of Contacts for new support lines
- Ability to use multiply Omni Channels such as voice, chat, email.
- Ability to easily update Audio files or other changes in script through studio.
- Many of the GUI screens are built-in frames and can't expand the size. Let us utilize the full screens for efficiency.
- From the ACD side to the WFM side seems to be a big disconnect and have to set up the same items twice.
- Ability to better utilize Omni Channels such as chat and email into the system.
Utilized this to integrate call-back features, built-in tips, and roll out the Chat feature to customers through our applications.
Do you think NICE CXone delivers good value for the price?
Not sure
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
Evaluating NICE CXone (formerly NICE inContact) and Competitors
- Product Features
- Product Reputation
Ask for more specific demos related to our setup.
NICE CXone (formerly NICE inContact) Support
Pros | Cons |
---|---|
Support cares about my success Quick Initial Response | Poor followup Problems left unsolved Escalation required Need to explain problems multiple times |
I am not sure as not part of the purchase of it.
Yes - I have open tickets currently that seem to have to explain the issue over and over with no resolution.
Very timely in getting new POC added to the system which makes us much more efficient!
Using NICE CXone (formerly NICE inContact)
Pros | Cons |
---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Quick to learn Convenient Feel confident using Familiar | None |
- Getting Agents setup with Single Sign On.
- Dashboards
- WFM
- More Advanced reporting.
- Inability to expand screen size and stuck in small frame.