Solid First Step Service with Limited AI Capability
January 21, 2025

Solid First Step Service with Limited AI Capability

Anonymous | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with NICE Engage Platform

We use it for all our texting and calling needs with our customers. This includes both in bound and outbound communications. It is integrated into our CRM for data tracking and documentation. We also use the review tools to coach and evaluate our agents communication with customers.

Pros

  • Great call recall and review tools.
  • The dashboards are simple to set up and monitor
  • Data is readily available for all interactions

Cons

  • Ever since we have had NICE Engage Platform we have had issues with the program auto refusing calls and texts for our agents which luckily just routes to the next agent but this is hurting their call metrics.
  • The cost is more expensive that some comparable options
  • Texting functionality is somewhat limited and seeing the text history is also lacking.
  • Documentation of our communication was much improved compared to our previous service
  • The ability to distinguish interactions between departments had a large impact on response times for customers.
  • We have 15,000 customers and were able to handle roughly 3,000 interactions per week with them as well as future customers.
The tools for managers are very straightforward but the useability for the agents could be simplified or put into more common terms. Some of the setting phrases could use some explanations or reorganization. There is also little troubleshooting ability we can do when and agents has an issue besides force logging them out and having them log back in.
NICE Engage Platform has way more functionality than Simpletext and it allowed us to have calls and texts handled by one system rather than having to use two separate tools. NICE Engage Platform also allowed us to launch web chat functionality for those visiting our website. There was also no way with Simpletext to see what agent was responding to each text. It was a freeforall in the inbox. No integration into our CRM either.

Do you think NICE Engage Platform delivers good value for the price?

Yes

Are you happy with NICE Engage Platform's feature set?

No

Did NICE Engage Platform live up to sales and marketing promises?

Yes

Did implementation of NICE Engage Platform go as expected?

Yes

Would you buy NICE Engage Platform again?

No

If you need a customer communication tool that has almost all the functionality out of the box this program is for you. However now that other services have more AI capability we are changing to a new service that will reduce the workload on our agents and allow us to automate many customer interactions. The pricing of another service is also more varied based on usage and our current inflow is lower than before so our cost should drop with that decreased communication.

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