15 ans à aider les entreprises françaises
à choisir le meilleur logiciel

Description de NICE CXone

NICE inContact est une des meilleures plateformes de gestion de l'expérience client sur le cloud. Grâce au routage omnicanal, à l'analytique, à l'optimisation des effectifs, à l'automatisation et à l'IA (intelligence artificielle), CXone permet aux organisations de toutes tailles de fournir des expériences client haut de gamme sur plusieurs canaux.

Qui utilise NICE CXone ?

Les centres d'appels des PME, des grandes entreprises et des organismes publics utilisent NICE inContact CXone pour offrir des expériences client haut de gamme sur tous les canaux numériques et vocaux.

NICE CXone Logiciel - 1
NICE CXone Logiciel - 2
NICE CXone Logiciel - 3
NICE CXone Logiciel - 4
NICE CXone Logiciel - 5

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Avis sur NICE CXone

Note moyenne

Note globale
4,2
Facilité d'utilisation
4,2
Service client
4,0
Fonctionnalités
4,1
Rapport qualité-prix
4,1

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
46%
4
36%
3
12%
2
3%
1
3%
Bernard
Bernard
Cloud Applications Consultant
Utilisateur LinkedIn vérifié
Vente au détail, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Excellent CCaaS Leader

5,0 il y a 2 ans
Sous-titres en français disponibles pour la vidéo
Saskia
Saskia
Senior Director Sales Marketing (É.-U.)
Utilisateur LinkedIn vérifié
Restaurants, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Excellent Resource; Future Versions Will Be Even Better

5,0 il y a 2 mois

Commentaires : It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them.

Avantages :

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Inconvénients :

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time.

Emily
VP Contct Centers (É.-U.)
Hôtellerie, 10 000+ employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Alternatives envisagées précédemment :

InContact Review

4,0 il y a 4 ans

Avantages :

Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Inconvénients :

Analytics are hard to use and are not accurate based on what I know. InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months. We need additional widgets in the dashboard but can't get them.

Réponse de l'équipe de NICE inContact

il y a 3 ans

Thanks for your detailed review, Emily!

Abel
Abel
Agent (Bénin)
Utilisateur LinkedIn vérifié
Hôtellerie, 2–10 employés
Temps d'utilisation du logiciel : 1 à 5 mois
Source de l'avis

Avis Nice cxone

4,0 il y a 2 mois Nouveau

Commentaires : it's software that I liked because it allowed me to make customizations at the level of Nice incontact and a complete cloud solution and which has responsive and useful support for things that work but it would be preferable if the fall 23 version could resolve the problems submitted to it

Avantages :

it allowed me to make customizations at the level of Nice incontact and a complete cloud solution and which also has responsive and useful support for things that work

Inconvénients :

I had to encounter certain difficulties that the fall 23 version is supposed to resolve but did not resolve any of the difficulties encountered

Adam
Workforce Manager (É.-U.)
Biens de consommation, 201–500 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

I can't use this

1,0 il y a 3 mois

Commentaires : I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.

Avantages :

Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).

Inconvénients :

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.

Shelly
3M Global Admin (É.-U.)
Télécommunications, 10 000+ employés
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Dec.2019_3M_US_Admin_Support_inContact

4,0 il y a 4 ans

Commentaires : Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience

Avantages :

The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support. Our TAM is amazing & knows her stuff. Reports are capable of great detail

Inconvénients :

Because of the open structure to access so much detail, it takes time to analyze what everything means. The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem. We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.

Réponse de l'équipe de NICE inContact

il y a 4 ans

We're so happy to hear about your great experience! Thank you, Shelly!