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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
Great product
What do you like best about the product?
The product is user friendly and shorts the dashboard very well.
What do you dislike about the product?
The calls can drop or are hard to pick up sometimes
What problems is the product solving and how is that benefiting you?
Having a phone base which is through the phone rather than a landline system.
Great automation system for customer service purposes
What do you like best about the product?
I like the idea how it proactively anticipate customers needs and can fix issues before we become major issues.
What do you dislike about the product?
Overall, I don’t have any complaints about it. It just needs to be probably a little bit more user-friendly.
What problems is the product solving and how is that benefiting you?
It helps me mostly with the customer complaints
Stable, feature rich platform
What do you like best about the product?
We've found the CXone platform to be a good choice for our business. The cloud-based infrastructure is reliable, and it has a plethora of powerful features that help us enhance customer, agent and manager experiences. We appreciate the unified suite of tools, including integrated workforce management, omnichannel capabilities, capable IVR, easy access to call recordings, and fairly robust reporting. The platform is easy to use (intuitive UI), provides several tools for real-time monitoring, agent performance, and our Technical Account Manager is educated and helpful.
What do you dislike about the product?
Custom reports are difficult to configure and the learning curve for IVR Studio scripting is steeper than anticipated.
What problems is the product solving and how is that benefiting you?
NICE CXone is a powerful platform that is helping us provide exceptional customer experiences to our members.
Smooth but not Perfect
What do you like best about the product?
The NICE CXone Mpower is fast, responsive, and easy to use program. The interface is clean, and it makes handling customer interactions smooth. It also integrates well with other tools, which helps keep everything in one place which is I love.
What do you dislike about the product?
It can feel a bit complex at first, especially with all the features. Some areas could be more intuitive, and occasional glitches can be frustrating. The pricing is also on the higher side in my opinion
What problems is the product solving and how is that benefiting you?
helps streamline customer interactions by combining multiple communication channels into one platform. It improves efficiency by automating workflows and reducing wait times.
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