NICE CXone
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.
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NICE CXone
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Avis sur NICE CXone
Bernard
Excellent CCaaS Leader
Ryan
Alternatives envisagées :
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.
Réponse de l'équipe de NICE inContact
il y a 3 ans
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
Annie
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.
Utilisateur vérifié
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.
Réponse de l'équipe de NICE inContact
il y a 3 ans
Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams.
Zeynel
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.
Alexis
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.
