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NICE CXone
Cos'è NICE CXone?
NICE inContact è la piattaforma di esperienza clienti sul cloud n. 1 al mondo. Con instradamento multicanale, analisi, ottimizzazione della forza lavoro, automazione e intelligenza artificiale, CXone consente a organizzazioni di ogni dimensione di offrire esperienze eccezionali ai clienti su più canali.
Chi utilizza NICE CXone?
I contact center di organizzazioni di piccole e medie aziende e governi utilizzano NICE inContact CXone per offrire eccezionali esperienze ai clienti su tutti i canali digitali e voce.
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NICE CXone
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Recensioni su NICE CXone
Excellent CCaaS Leader
Great for a small call center
Commenti: My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.
Aspetti positivi:
Mostly reliant software with great sound quality Great call routing features and automation Quality call recording options (useful for escalations or PIP) Cost effective due to the entire company using the platform (may be expensive for smaller teams)
Aspetti negativi:
When system is down, missed calls are lost System support can be slow at times Reporting capabilities could be expanded (improved dashboards)
Have been using NICE inContact since 2009
Commenti: My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.
Aspetti positivi:
I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.
Aspetti negativi:
In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.
Risposta di NICE
4 anni fa
Thanks for your feedback, Warren!
Omnichannel, Multi-site, International Contact Center
Commenti: 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.).
Aspetti positivi:
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.
Aspetti negativi:
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.
Risposta di NICE
5 anni fa
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.
Makes life easier!
Commenti: 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.
Aspetti positivi:
I like that NICE CXone is always reliable. There are hardly any issues, and the functionality is simple and easy to navigate.
Aspetti negativi:
There can be some minor connection issues every now and then, but nothing too intense.
Alternative considerate:
NICE CXone, the complete solution
Commenti: We have had a positive experience, the solution works seamless and is integrated across all of the products on offer
Aspetti positivi:
This is a complete cloud solution which enables us to have the latest and greatest solution available
Aspetti negativi:
The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken
