Avis clients sur NICE CXone

Excellent VOIP Service

Commentaires : We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.

Avantages :

I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.

Inconvénients :

The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.

All-in-One Contact Center Solution for Every Business Need

Commentaires : Overall, NICE CXone is an excellent contact center solution for businesses of all sizes. It is feature-rich, customizable, and user-friendly, making it a great choice for businesses looking for an all-in-one contact center solution.

Avantages :

NICE CXone has been an invaluable asset to our business. It is a powerful, all-in-one contact center solution that has streamlined our customer service operations and allowed us to provide superior service to our customers. The features are highly customizable and the user-friendly dashboard makes it easy to manage and monitor our customer service performance.

Inconvénients :

The only downside to NICE CXone is that the initial setup and implementation can be complicated and time-consuming. The software is also quite expensive when compared to other similar solutions on the market.

Omnichannel, Multi-site, International Contact Center

Commentaires : InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).

Avantages :

InContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform.

Inconvénients :

We skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to. Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication. Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system.

Highly Impressed by the All-in-One Service of NICE CXone

Commentaires : I have been using NICE CXone for a few months now and I have been very pleased with the results. The user interface is highly intuitive and I have been able to customize it to meet my specific needs. It is also a great value for money and I would highly recommend it to any business looking for an all-in-one contact center solution.

Avantages :

I am very impressed by the all-in-one service that NICE CXone offers. It has an efficient and easy-to-use user interface, and provides a comprehensive set of features for contact centers. It is also well-integrated with popular CRM and helpdesk software, which makes it convenient to manage customer interactions.

Inconvénients :

The only issue I have faced with NICE CXone is that it is not the most cost-effective solution. However, considering the features it offers, it is worth the price.

It's so nice we got this tool Nice inContact

Commentaires : It has generally been successful since it enables us to complete our work on time and in accordance with the designated work schedule for the day. My work became much easier thanks to this software.

Avantages :

The ability to look up our audio files and the system logs of our activities during our shift appealed to me a lot. Keeping track of one another's schedules has another advantage. I enjoy having access to earlier calls in order to help a disappointed customer. The callback option keeps our customers happy, and they consistently provide us with positive feedback when we quickly return their calls. These are only a few of the many elements that contribute to the software's user-friendliness.

Inconvénients :

So far, I haven't discovered anything I dislike. I've always utilized it myself without need assistance from another person to make changes.

CXOne the good and bad

Avantages :

This software provides large call centers the ability to watch agents on calls, easily transfer to coworkers, check calls holding and statuses. It also gives management the ability to monitor calls very effectively

Inconvénients :

The software loosing connection and sometimes just plain doesnt work. The software will drop calls in mid conversation making agents have to log out and back in during mid shift.

NICE CXone to the rescue

Commentaires : With Nice, we were able to get members to transfer over to the right department and quicker service time. NICE made it easier to hear members because they came through clearer.

Avantages :

The features that impacted my job daily were transferring callings, making outbound callings, and being able to reach out to a supervisor when needing help. Integration with the existing call group and being able to reach out to help members was done with ease with NICE.

Inconvénients :

The system would freeze when we get a lot of calls and I can hear the member, but the member couldn't hear me on the call. I would have to sign out, and back into the system. Now, this was so unprofessional to have to do daily with this system.

NICE inContact might be a great for you, but it isn't right for me

Commentaires : I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the Agent.

Avantages :

Calls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features.

Inconvénients :

It's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market.

Precise Call Management

Commentaires : My overall experience was great. They have great call recordings, great audio, and most of all you can manage your schedule by yourself.

Avantages :

I really liked the feature where we can find our call recordings and timestamps of our activities throughout our shift. It helps agents to keep track of their individual schedules.

Inconvénients :

It's the call toggling for me. Since all agents are queued according to who was available first, agents can toggle to have their queue go down and be at the bottom.

The cloud-based customer experience tool NICE CXone offers a complete answer.

Commentaires : In general, NICE CXone is a strong and complete tool that helps companies of all kinds increase client engagement and satisfaction. Businesses seeking to offer a seamless and customised client experience should consider it because of its omnichannel routing, labour management, and data capabilities.

Avantages :

businesses aiming to raise client happiness and involvement. In order to provide a smooth user experience, this platform provides a broad variety of features, including digital navigation, labour management, analytics, and automation.

Inconvénients :

To enhance the customer experience, this data can be used to pinpoint problem areas and inform data-driven choices.

It works great, with very few cons

Avantages :

We like it because it's solid VoIP product that uses a low bandwidth codec, without sacrificing quality.

Inconvénients :

A few of the settings aren't advertised that they're only configurable on the server-side. For example, the Auto-Answer doesn't always stick when the agent changes the setting themselves. We have to engage inContact's customer support to make that change on the Server config settings. That's annoying.

NICE InContact XCone feedback

Commentaires : Initial implementation issues have been resolved so now we're in more of a sustainment mode. Issues have reduced and we're doing well.

Avantages :

SaaS and it's integration capabilities with the other NICE products such as WFM, RTAM and Analytics.

Inconvénients :

The vendor still operates like 3 separate companies.

I don't know all the options

Commentaires : We like incontact but we are a smaller company and everything cost money and I don't know if we are getting everything out of what we are currently paying.

Avantages :

I like that I can use the stuido for the most part to better my call center with out a lot of extra work.

Inconvénients :

I think I don't know all the features that come with incontact, can you drag email into the group, how does call back work.

Decent solution with room for improvement

Commentaires : Using the platform gave us more flexibility for how we handle our calls and report on call center metrics. We are not sure though that it is worth the premium price we pay for this solution compared to what we could have had if we would have upgraded our premise-based ACD system that we replaced. We pay over $45k per month for fewer than 100 users and that's not even using all of the modules. We also have to pay that cost every month, forever or until we choose a different solution. Premise based might be a better value for our operation if we have a chance to choose again.

Avantages :

The software has a lot of customizability and tons of features. Deployment and training for users is easy.

Inconvénients :

There are definitely limitations for some features at standard and to get advanced modules and functions the solution becomes VERY expensive.

Overall a good product

Commentaires : Overall, I'm happy with InContact. The only thing I wish is that support was more helpful when it comes to using the features, and why the glaring discrepancy in reporting numbers from 2 separate reports that seems like they should be reporting on the same metric. (See Cons response, above) Aside from that issue, I've been very happy.

Avantages :

It's relatively simple to train my staff on how to use it. Most features are user friendly. The layout looks good and is functional. it's reliable and consistent. I cannot recall the software crashing or having issues that impacted our ability to help clients at any time. This is a lot more than I can say for other software programs we use. I feel like I'm kept informed of upcoming maintenance or issues and expected resolution time frames.

Inconvénients :

When I think about what I dislike about InContact, only one thing comes to mind. I have tried to find a way to pull an accurate report on abandoned calls. There used to be an abandon rate compliance report, but that is gone. So, I used the Skill Performance report. But the numbers seemed wrong. So I pull Contact History, and select for abandons to show. And on the particular dates I was looking at, the numbers were so very different. Skill Performance showed something like 80 abandons, which would be grossly high. Contact History showed something like 5 abandons. This number seemed low. I still don't know which, if either, report is correct and why they would be so different. I called for help and the representative couldn't really tell me why the difference of which was correct. So I went to my internal IT person, who also didn't know. So this is only one issue, but it is SO frustrating. I also cannot figure out how to find pre-que abandons and nobody has been able to help me with that either.

USERHUB Review - RentPath

Avantages :

I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time.

Inconvénients :

As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column.

CXOne reminds me of a shiny, sleek, sports car powered by a go-cart engine.

Commentaires : It was much better several years ago but with every recent "upgrade" it has gotten worse. Latency is extreme to the point that all managers within our Contact Center have pleaded with our technology department to be removed from Single Sign On which we were only granted several weeks. As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart our computers, etc. The ACD screen freezes consistently and we are DAILY reaching out to our WFM team and asking them to move agents in and out of skills due to our timeouts and latency. These are truly daily occurrences and not the ramblings of a disgruntled user that is inconvenienced on an occasional basis.

Avantages :

The Dashboards are easy to configure and provide a nice view that you can tailor to both your department and/or individual needs.

Inconvénients :

As mentioned above, the Dashboards are very nice but I am often 2-3 minutes behind from a "real-time" view. Additionally, the most basic enhancements seem near impossible to consider as I'm regularly told "the system wasn't built that way". The Real Time Adherence view is a great example of this as I'll be monitoring 50 agents with an additional 10-15 that aren't even in a working state (in some case, even employees that do NOT work within the Contact Center). Basically, I'm looking at a bunch of "white noise" on the RTA screen instead of agents solely within my department. The issues may very well be concerns with my employer's technology team but since they are the ones in direct discussion with inContact, I just have to go by what they are saying.

NICE inContact for Call Center Management

Commentaires : At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :).

Avantages :

Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities. 1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization. 2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls. 3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates. 4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on.

Inconvénients :

Some of the thing s I least like with the software are. 1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. 2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded.

NICE Review

Avantages :

We use this to record all of our contact center calls. I also use this to run reports and look for trends. The analytics piece can be a helpful tool in identifying these trends.

Inconvénients :

This system is not user friendly. If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do. Also, the KPIs could be a useful tool but are very confusing. It is also really expensive.

Summary

Commentaires : I use Active Contacts on the Pre-Built Reports and it is very sloppy not very accurate shows many call that are not there in reality and have to filter the usable information. the biggest thing I would love to see is a exemption to the timer on turning off. We sue the views in a Command Center on a view that when it times out is a pain to get back , have to log back in and go the to views and adjust them, I would love to be able to turn the timer off.

Avantages :

Ease of use once you get used to it navigation is fairly easy.

Inconvénients :

Has glitches and slow to respond at time's ,

User friendly support center platform

Commentaires : We've been using Nice CXone for last few years and the overall experience is generally positive. The software contains all the support center functionality that you need and can be administered easily. The team likes to use the platform because it's straightforward and user friendly. We are happy with the choice

Avantages :

User intuitive application with easy navigation experience for both agents and administrators Length and breadth of reports - inbuilt reports are mostly sufficient. It's easy to create your own custom reports and it does not require any special skill Can be used for inbound and outbound calls Call recordings can be easily saved on the cloud Excellent integration capabilities, we've integrated with Salesforce with good results

Inconvénients :

Call clarity when you configure cell phone to receive calls Long drawn process of procuring toll free numbers for some regions Occasional connectivity issues, however it's a thing of past and lot more reliable now

Clunky software that does the bare minimum.

Commentaires : Overall it could be a lot better from a user standpoint.

Avantages :

It works most of the time. There is not much else to say about what I do like because it is few and far between. Maybe pay more for technological improvements and less for celebrity keynote speakers.

Inconvénients :

Very buggy. We have had the software go down in the past quite a few times and the resolution is not always quick from support. Most of the time they blame our end or something on our end when it is not on our end at all. Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system. There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not. Sometimes people have to reboot their whole network in order for them to not have issues with incontact(they have no issues with ANY other programs but incontact when this occurs).

Great business partnership

Commentaires : Overall, it's been a very good experience. We hit a few bumps in the beginning of the relationship, but we were undergoing a major technology change - that's bound to happen. Those bumps were smoothed over by the wonderful account teams that we've had - I can honestly say that there are very few complaints I can think of about each and every employee I've interacted with at Nice inContact. Employees are highly responsive, quick to respond when called upon, and are generally extremely helpful and a pleasure to work with. Keep it up!

Avantages :

I can honestly say that there are very few complaints I can think of about each and every employee I've interacted with at Nice inContact. Employees are highly responsive, quick to respond when called upon, and are generally extremely helpful and a pleasure to work with.

Inconvénients :

The products we consume were described as all "point, click and drag". The scripting is not simple, and requires a certain skill level to maintain and support.

Incontact is innovation

Avantages :

I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business.

Inconvénients :

I'd love to be able to house our communications with agents in the software.

A Contact Center MUST!

Commentaires : We wanted a better way to manage our agent/customer experience. NICE inContact CXone is a powerhouse!

Avantages :

At the start of the COVID-19 pandemic, the inContact CxOne software allowed us to quickly maneuver our agents (who normally work onsite at one of our contact centers locations) to taking calls remotely from home. We experienced very little downtime which is important since we are an essential business. Although we are not a new customer, this very event proves we made the right choice years ago. Thank you, NICE inContact!

Inconvénients :

For someone like me with very little experience, it took some time to understand the workings of the software. And especially with Studio scripting. I am in a better place now with having a dedicated TAM and Professional Services on Demand for assistance!