We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily by phone, but we're currently looking at diversifying the channels with omnichannel support such as chat, email, and social media.
NICE CXone Mpower
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Real-time adjustments enhance call management, though pricing needs improvement
What is our primary use case?
What is most valuable?
Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.
We can monitor their activity in real time and manage the traffic as needed, flexing up by increasing the number of ports to ensure that none of our calls are dropped or reskilling our agents based on choices made in our IVR.
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.
What needs improvement?
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.
Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.
For how long have I used the solution?
We've had experience with this product since 2020.
How are customer service and support?
The response time can vary depending on the resource you need; they have 24-hour support for basic issues, but if the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.
On a scale of 1 to 10, I would rate their customer service or technical support about a six and a half.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
The solution I'm most familiar with is NICE CXone.
What other advice do I have?
I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage.
Overall, NICE CXone is not a bad product at all. There are some opportunities for improvement that could make NICE CXone a solid offering—it's a great tool that is very intuitive and doesn't give us much headache to use, but the support could improve. If they could address the issues I've mentioned, they would have a really nice product.
I rate NICE CXone a seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
A contact centre with great feature with lots of scope of improvement
What do you like best about the product?
- Handing over calls to external system using SIP based protocol supports here.
- It has it's integration capability after call escalates from an external IVR system to Nice Max/Agent Desktop.
- We have integrated our Agent Assist product with Nice which was moderate difficult task.
- It support both chat and voice channel & we have both the solution in place.
- It has a CTI(Computer Telephony Integration) integrated inside Salesforce to handle both and Chat.
- It has it's integration capability after call escalates from an external IVR system to Nice Max/Agent Desktop.
- We have integrated our Agent Assist product with Nice which was moderate difficult task.
- It support both chat and voice channel & we have both the solution in place.
- It has a CTI(Computer Telephony Integration) integrated inside Salesforce to handle both and Chat.
What do you dislike about the product?
This will be a bigger list.
- The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it has been log since it has not improved.
- There is a long process to update the redirect URL for authentication of Agent SDK in Nice CX as it goes through an application review process.
- There is no public case generation portal. I have not found any.(This is a very crucial miss)
- Nice has it's own way of syntax for writing logic. The documentation is expected to be more clear.
- There is problem when you open Nice Max or Agent Desktop, with it's agent status change. Sometimes, when you are making a call to a Nice Number because the Agent status is something like - working or Rejected & you can't change it to available.
- The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it has been log since it has not improved.
- There is a long process to update the redirect URL for authentication of Agent SDK in Nice CX as it goes through an application review process.
- There is no public case generation portal. I have not found any.(This is a very crucial miss)
- Nice has it's own way of syntax for writing logic. The documentation is expected to be more clear.
- There is problem when you open Nice Max or Agent Desktop, with it's agent status change. Sometimes, when you are making a call to a Nice Number because the Agent status is something like - working or Rejected & you can't change it to available.
What problems is the product solving and how is that benefiting you?
- Nice is a contact center and helping agents to handle the issues of the customers.
-We have integrated our product with Nice & it's kind of B2B deal for us with Nice.
- The existing customer of Nice becomes our partner and customer as well.
-We have integrated our product with Nice & it's kind of B2B deal for us with Nice.
- The existing customer of Nice becomes our partner and customer as well.
Flexibility and control allow users to build and manage their environments efficiently
What is our primary use case?
We use NICE CXone for voice routing and we have our IVR on it. We utilize ACD, IVR, and many other features. In our current application, we have implemented almost everything available.
We build our own systems with NICE CXone. We control all the modules ourselves for the routing and queue management. We control our own systems, which is what we appreciate about NICE CXone. We're not relying on a third party to maintain our system.
We are implementing chat, email, and voice capabilities. We have multi-channel functionality and are working on combining that into an omnichannel experience for the users.
How has it helped my organization?
We've started exploring AI capabilities with NICE CXone. We have several other tools that we're researching for AI implementation. We have not fully launched our AI product because we want to ensure proper guardrails are in place. Currently, we are focusing on call summaries and updating our CRMs with these summaries. We are not implementing next-best actions for our agents at this time as we're trying to maintain control.
What is most valuable?
The solution is very similar to what we had previously with Genesis. We wanted to maintain that solution while gaining more flexibility when adding new features such as AI components, which is considerably easier now.
The control aspect has been particularly beneficial. We are able to control how we utilize our CCaaS platform. We built our own CCaaS platform using NICE CXone in our AWS environment. This control was a significant benefit of NICE CXone.
The system is very flexible and powerful, especially for organizations wanting to control their environment. While Amazon Connect is effective, NICE CXone requires less work with its easier portal to configure the ACD and different users. NICE CXone provides better flexibility to build your environment with a cleaner UI for environment control.
The solution provides opportunities to connect with various carriers, unlike Amazon Connect. Amazon Connect doesn't offer the same level of control into ACD or SBCs.
What needs improvement?
We need more control over the AWS side of NICE CXone as that's the only area where we lack control. We should have more control over our AWS implementation instead of relying on connections and controls from NICE CXone to AWS. They currently have excessive control in that area.
I would need to examine other aspects of social media integration for NICE CXone and their control mechanisms. They are expanding into platforms such as WhatsApp, Facebook, and Instagram. I'm interested in researching if we can communicate through NICE CXone when someone discusses our brand on these platforms.
For how long have I used the solution?
I've been working with NICE CXone for four years.
What was my experience with deployment of the solution?
The deployment was straightforward. For a smaller organization, it would be simple to stand up and launch. However, within our organization, which is complex and heavily regulated, we added complications due to compliance requirements. It wasn't NICE CXone's fault that it became complicated. In general, the deployment of NICE CXone is straightforward and easy.
What do I think about the stability of the solution?
We experienced a significant outage when someone at NICE CXone brought our system down. This incident highlighted our desire for more control. The incident escalated to C-level involvement to resolve the situation.
In general, the stability is good. We have our own technical account manager and substantial visibility. We maintain a good working relationship with NICE CXone, and their technical support is effective.
How are customer service and support?
The customer service is generally good. We have our own technical account manager which provides us with substantial visibility. We work effectively with NICE CXone and their technical support is reliable.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We received an attractive deal when NICE CXone introduced their inContact solution. We knew we wanted to transition from our on-premises Genesis solution.
Genesis was just launching their cloud solution while NICE CXone was more mature at that time. This maturity was a key decision-making factor along with pricing. Genesis, despite us being an existing client, didn't offer competitive pricing.
How was the initial setup?
For a smaller organization, keeping the out-of-the-box configuration would make deployment easier. The deployment of NICE CXone is straightforward and simple.
What was our ROI?
While specific numbers aren't available, comparing our previous costs with Genesis, there is definitely a return on investment. We are achieving cost savings compared to our previous Genesis expenses.
What other advice do I have?
We utilize the analytics tools within NICE CXone while also employing our own tools. We scrape our data and use our own analytics tools alongside NICE CXone's insights, which help inform our contact center decisions.
We are implementing Enterprise Strategic Planning (ESP). For workforce management, considering all our different channels, it's beneficial to monitor agent breaks, volume increases, and plan agent scheduling accordingly.
On a scale of 1-10, I rate NICE CXone a 9.
Which deployment model are you using for this solution?
Other
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
WFM made easy
What do you like best about the product?
It has various features like Exception entering, break optimisation, schedule adherence, schedule plotting or updating
What do you dislike about the product?
Interface looks old. It was recently updated however it looks old
What problems is the product solving and how is that benefiting you?
Features like extracting real time data of agents state, schedule adherence & exceptions marking helps a lot
Its simplicity, integrations and flexibility make it an effective solution
What do you like best about the product?
I like that the call quality is excellent, allowing me to easily access agent calls. The platform's intuitive design made setup easily, and the tool integrates seamlessly with most websites. The features are perfectly suited to our needs.
What do you dislike about the product?
Incoming calls may not display correctly, and some calls my be dropped for no reason. Some features may not always be intuitive, and occasional erros may occur.
What problems is the product solving and how is that benefiting you?
Its history feature allows me to better track my equipment and be more efficient in my daily work. It allows us to serve our clients professionally. I'm very satisfied with the way the platform delivers its services.
Helpful product with incredible new features
What do you like best about the product?
NICE CXone Mpower is always clear and reliable, which is crucial for maintaining professional communication with our customers. It also offers a seamless, cloud-based calling experience with an intuitive interface and useful features such as all routing and analytics.
What do you dislike about the product?
Sometimes integration don't work as well as they should, but it's nothing serious. Also, it's not easy to contact the billing or customer service department directly.
What problems is the product solving and how is that benefiting you?
Its intuitive interface, automation features, real-time analytics, ease of implementation, responsive customer service, and many other frequently used features make it the best choice for our business communications.
Flexibility of remote work and automation
What do you like best about the product?
I like that its intuitive interface makes it easy for new employees to understand, offering different features tailored to their needs. The app makes call management simple and has very useful features. It has all the necessary features to provide excellent customer service.
What do you dislike about the product?
At first, it's a bit complex compared to other solutions and ca be a bit overwhelming. There are sometimes delays in the information, I think the native reports could be improved.
What problems is the product solving and how is that benefiting you?
It helps our contact center optimize its workload, customer service is very responsive and helpful. It adapts to our company's needs and stands out as a truly comprehensive solution.
Improved efficiency with browser-based call handling and efficient scripting tools
What is our primary use case?
I use NICE CXone for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not playing properly, and hours of operations are not functioning correctly. After migrating from Avaya to NICE CXone, I have experienced minimal issues like sound quality problems and instances where agents do not receive calls. These issues are, however, very minimal, indicating stability.
What is most valuable?
The features of NICE CXone that I find most valuable include the CXone Studio, which is an impactful scripting tool that makes it easy to build call flows. Additionally, the switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency. The high availability of WebRTC applications, whether with NICE or Genesys, is an essential improvement.
What needs improvement?
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio. Clearing cache and cookies from browsers often resolves these problems, but it's something that occurs frequently. Simplifying the studio tool could also be an improvement, along with organizing external training and better communication about new features, like agent assist or agent co-pilot.
For how long have I used the solution?
I have been working with NICE CXone for approximately six years.
What was my experience with deployment of the solution?
The initial installation of NICE CXone was easy, but the challenging part was the implementation, especially building call flows that require a lot of coding. People without a coding background may find this difficult. However, by working single-handedly, with some information from the business side, I managed to handle deployment tasks like creating user profiles.
What do I think about the stability of the solution?
I rate NICE CXone's stability as a seven. While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems. These challenges suggest that stability could be enhanced.
What do I think about the scalability of the solution?
I rate the scalability of NICE CXone as a nine. I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
How are customer service and support?
The technical support for NICE CXone is outstanding. I rate them a nine. For example, when I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I previously used Avaya, which is a telephone-based program not designed specifically for contact centers. With NICE CXone, I transitioned from an on-premises PBX technology to a cloud technology, addressing both contact center needs and potential cost savings.
How was the initial setup?
The initial setup of NICE CXone was straightforward. While the installation itself was easy, the actual implementation, particularly when building call flows that demand coding, proved more complex.
What about the implementation team?
I managed the deployment of NICE CXone single-handedly. Although I required some information from the business—such as user names and required skills—I carried out the implementation myself.
What was our ROI?
NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it. This ease applies to all cloud technologies, including Genesys.
Which other solutions did I evaluate?
Before choosing NICE CXone, I evaluated solutions like Five9 and Genesys, but ultimately, the business opted for NICE CXone.
What other advice do I have?
Overall, I rate NICE CXone as an eight out of ten. I would recommend this tool to others in similar roles. There are areas for improvement, like the simplification of certain tools and the enhancement of communication from NICE CXone about new features. Despite some room for improvement, it's a robust tool.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
great product and support
What do you like best about the product?
the phone system is easy to use and navigate
What do you dislike about the product?
I am old school and would like to be able to pick up the phone and receive support when I need it
What problems is the product solving and how is that benefiting you?
the only problems we have are connectivity issues or finding solutions to other issues that may occur.
Great tool to use
What do you like best about the product?
What I like best is it’s very easy to navigate. It’s easy to look at different things as you can pull up multiple tabs. It’s easy to get around. It’s easy to add tabs or to add different things add different widgets so that’s the main thing that I like.
What do you dislike about the product?
I think the only thing I do not like is that sometimes it times out even though I’m on it times out, but other than it timing out, it is actually a great tool to use and to have
What problems is the product solving and how is that benefiting you?
It is solving the way I listen to the phone calls because it’s a lot easier than doing recorded calls. I can just click on someone’s name in live monitoring and actually listen to that called in and they are so if they are having problems, I can actually join the call and help them and assist them
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