CXone Mpower

Great client's and customer experience

Commentaires: implementing NICE CXone has been a game-changer for our operations. The comprehensive suite of features has brought all the tools we need under one platform, saving us time and streamlining our processes.

Avantages:

wide range of features that cover various aspects of call center management, including call recording, monitoring, reporting, analytics, workforce optimization, and more. This comprehensive suite can streamline operations by providing all the tools needed in one platform.

Inconvénients:

Hard to find any :) It's important to note that experiences with software can vary widely based on individual needs, preferences, and the specific version or configuration of the software being used. To obtain the most accurate and current insights, I recommend you to get in touch with NICE CXone.

Great Product

Avantages:

Very easy to use, able to be deployed with little to no issues and it is always kept up to date

Inconvénients:

Tech support can take a little longer to get a case worked when something does come up

Avaya CMS is better

Commentaires: RTA and reporting functions are so basic and universal that it’s unacceptable when they don’t work.

Avantages:

The forecasting functionality was solid.

Inconvénients:

The canned reports were very, very limited Avaya CMS is a much more robust reporting tool. There were also frequent to issues with the RTA functionality; CXOne would show agents in the incorrect agent state. We had a secondary RTA system that would show the agents in the correct state.

One Stop Solution

Commentaires: Worth trying if you are looking for a contact center solution to manage your all needs.

Avantages:

User friendly with advance features including planning, managing real times queues, quality management etc.

Inconvénients:

having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background

You CAN'T Go Wrong with NICE CXOne!!!

Commentaires: LIFE CHANGING! The ability to report on current trends, agent visibility, customer interactions, etc, has been nothing short of PHENOMINAL!

Avantages:

EVERYTHING!!! We recently added many features to our suite of services, Feedback Management, RTIG, QM, WFM! We are also in the process of moving many of our teams into CXOne and the ROI we have already experienced is AMAZING!

Inconvénients:

We LOVE it all!!! ZERO complaints!! HIGHLY RECOMMEND!!!

Stuff [sensitive content hidden] Thinks

Commentaires: Pretty darn good, there are dark spot also, but in general good.

Avantages:

The ability to do whatever I think of, I can do

Inconvénients:

Troubleshooting the "Carrier Services" is not what I would call "stellar"

Great Service

Avantages:

Ease of use! Recording all calls after an easy login

Inconvénients:

We don’t really have issues until a power outage occurs but that is no fault of NICE CXone

Makes life easier!

Commentaires: My overall experience with NICE CXone has been smooth and I appreciate the ease of everything which allows me to have a great day of interacting with customers.

Avantages:

I like that NICE CXone is always reliable. There are hardly any issues, and the functionality is simple and easy to navigate.

Inconvénients:

There can be some minor connection issues every now and then, but nothing too intense.

Good dialer system for small businesses

Avantages:

I like that it handles both incoming and outgoing calls for us.

Inconvénients:

It's annoying when it crashes, but if it does- their support team helps you get back up and running.

It's Not Bad

Commentaires: i would say it's ok but not great. Needs more flushing out

Avantages:

nice interface easy to use and very straight forward.

Inconvénients:

lacks features of other competitors. Needs to be more robust.

Nice CXone is the whole package.

Avantages:

Everything is integrated and intuitive to use and the support from the community and staff is incredible.

Inconvénients:

Quality Management had a bit of a learning curve,

Nice CXone useful for time keeping

Commentaires: Positive experience for being organized and easier to be followed.

Avantages:

Easier navigation, schedule plotting, updated attendance and adherance purposes.

Inconvénients:

None so far. Perfectly created for schedule keeping.

Nice CXone Review

Commentaires: Overall is goods since, I used this application in everyday work

Avantages:

You can manage your call using this application.

Inconvénients:

Maybe the design of the application, IT is old unlike in other

Nice is the way to go!

Commentaires: Awesome.

Avantages:

Everything about NICE is on point. The ease of use, the digital platforms, the reportings to name a few. The Engineers are also very good at handling requests.

Inconvénients:

The Community needs to update most of the requests and push some of the votes/requests to production.

Manager

Commentaires: but overall been good

Avantages:

Easy of user in the browser.. Management is eay

Inconvénients:

The Browser interface does have some issue with the max agent

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.

The best phone support tool

Commentaires: Great, I've been using it since 2 years ago and never had an issue with it.Calls run flawless.QA scores and interactions are submitted on time and updated with no issue.Simply love it!

Avantages:

It is easy to use.Easy call handling and I have never had an issue with calls using Nice In contact.Call management and recording are the best.

Inconvénients:

It's interface is a bit odd, it can be improved.Sometimes calls are not being video recorded and that has slowed down the QA process.

Incontact has features but requires commitment of time and learning

Commentaires: We had a VERY rocky start. I believe that most of the issues were with our implementation manager. I have mostly re-written and fixed the studio scripts and eliminated most of the routing issues. I do very much like the universal availability of Soft phone to be used from anywhere and that you can use it with most browsers and operating systems. The auto dialer is definitely the best program in the product. List penetration and reporting make it easy to reach more patients/clients with no lag/delay between reaching the person and speaking with them.

Avantages:

The available features are great. Hands down, the best auto dialer I have experienced but the set up and testing will take several weeks to tweak to your preference. Logging in from anywhere is very beneficial. Always updated to make the product new and innovative. All-in-one products available. One stop shop for QR, WFM, softphone and Forecasting. Although the program requires a lot of troubleshooting and upkeep, I will admit that it does not go all the way down very often.

Inconvénients:

Implementation fees for anything you want to do. For something as simple as SMS response to advance chat. There are costs and fees for everything down to the nickel and dime. This caused us to develop our own server to store calls (due to storage costs), our QR program is 3rd party and our chat program now. We started with Uptivity which is being discontinued 12/31/2019. The new program they suggested was a very large increase in price. So we went with separate company for our QR needs. Turn around is very slow for add-ons and requested changes/features. I highly recommend a well versed main contact with knowledge in building programs, telephony/studio, and user access/security to be a go to person. This will save you time and money in the long run. A program that is always being tweaked requires several updates. The updates can take away from business and cause errors/issues for several users. I typically set my week aside whenever a new release is upcoming so that I can help troubleshoot.

Constant Service Issues, Terrible Customer Support

Commentaires: While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes. The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault. For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility. The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help. Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid. The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service. As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal.

Avantages:

Reports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.

Inconvénients:

- Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services

Review of NICE inContact May 2020

Commentaires: Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how we can integrate with Salesforce and Service Now

Avantages:

Easy to get going in Studio and training for Agents to use MAX or the Salesforce AgentConsole. Basic scripting tasks are easy to do. Complex tasks have been achievable with the help of PSOD where most techs are amazingly helpful and brilliant! The help pages are ok, provide basic info.

Inconvénients:

1. API Documentation is terrible. Hitting F1 on a Studio action for an API returns 'file not found' - there is no documentation on the API. Going into the developer console and looking at the APIs, also lacking info. Date fields provide the ISO regulation, examples would be extremely helpful. 2. In Central, most of the UI is too small to see the full names. Sometimes hovering over each name shows the name, but when looking at a list of 20 per page of POCs or skills the name field is too short to show the full name. There is plenty of white space where the names could be given more spaces. 3. Reporting a defect to tech support (opening a case) requires three or four meetings where I share my screen and reproduce the error again and again. It would be nice if they could use the original video and data to investigate. If they need additional config info, it would be good to ask for it. 4. Reporting call quality issues also requires much going back and forth, even when I've provided data from a quality testing vendor (Spearline). Would be ideal to be able to work with inContact to create a streamlined process where I report the issue, backed with data, and inContact uses the data as leverage with the carrier as proof of quality issues.

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.

Best in class service in encryption, audit and workforce management !

Commentaires: It is a day to day use tool, which definitely has a lot to offer and has suffered close to nothing as downtime.
The UI is great to use and has a great level of encryption and live tracking to offer.

Avantages:

- Easy to access, the UI is simple and limitive. - Has categorized view access based on hierarchy. - Can easily manage each and every employee's skills and categorize properly. - Is able to give live stats and reports 24x7.

Inconvénients:

- If the reporting and live statuses can be modified or manipulated by users to generate a specific report. - More interactive dashboards that show filtered data for each element that could be important.

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

Excellent solution for client engagement

Commentaires: The experience with CXone to date has been amazing. Our team is really satisfied with the way it works, the opportunities of extended configuration it offers, and the visibility in reporting and dashboards, that they can now use to make better decisions. This is a must have for businesses with high call volumes.

Avantages:

Our experience has been amazing to date. Our team now have visibility of what each one is working on, the system automation has helped them be far more efficient, and the client experience has been enhanced because of it.

Inconvénients:

We don't have negative feedback on CXone to date. Our call center didn't have a tool like this when they first started, and even the more experienced members of the team feel we've gone from 0 to 60 with this implementation.

InContact

Commentaires: InContact helped us to improve reporting in the call center and data-driven decision making.

Avantages:

The implementation process was simple. Their data collection workbook is designed in a way the data requirements is mapped in a way that avoid the most common issues in implementations. Of course, there are always hiccups, but the Team was always ready to assist. We are a SMB and the executives assigned to us were actually from AnswerX, which was previously acquired by InContact. That required an additional cost, but offered closer guidance.

Inconvénients:

Modifying scripts and workflows in the IVR is doable, but most of the times they expect you to request assistance and get the Executive working on it. Other IVRs make it more intuitive and visually appaeling for the clients to manage themselves.