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Reviews from AWS customer

1 AWS reviews
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  • 1
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External reviews

1,706 reviews
from and

External reviews are not included in the AWS star rating for the product.


4-star reviews ( Show all reviews )

    Government Relations

NICE is NICE!

  • November 23, 2021
  • Review provided by G2

What do you like best about the product?
I like that shows how many available agents we have for each program. Also, that how much time we have spent on lunch, break, and working, etc. There are lots of NICE options!
What do you dislike about the product?
The only thing that I do not like is that I cannot see my metrics.
What problems is the product solving and how is that benefiting you?
It shows me how much time I am taking on my breaks, lunch, and personal time. I also love that I can see my evaluations and hear them.


    Consumer Services

CX one review

  • November 22, 2021
  • Review provided by G2

What do you like best about the product?
My favorite feature on NICE is being able to listen in to live phone calls. The supervisor feature allows you to merge calls, barge in, and monitor calls without the employee being able to see.
What do you dislike about the product?
I dislike the fact that the software times out so often. We have to sign in to NICE, then into MAX. There are lots of sign-in steps just for it to auto sign off after a few minutes.
What problems is the product solving and how is that benefiting you?
A problem I've been able to solve is Agent's Idle time. NICE shows you the time in between AGents calls. It makes it easier when generating stats for our team.


    francesca f.

Awesome

  • November 22, 2021
  • Review provided by G2

What do you like best about the product?
I like that i am able to access NICE through any computer, making it easy to work from home. Its very convenient, and is a great way to connect everyone across all states
What do you dislike about the product?
I dislike the errors, and how the phone will ring sometimes but no audio ring. i also dislike how going onto website which is required of me for work sometimes makes my phone freeze
What problems is the product solving and how is that benefiting you?
i love how easy it is to pull up records and conferance calls, as well as transfer and put people on hold. the mute feature is perfect because we deal with protected health informaiton
Recommendations to others considering the product:
its so easy to learn and so user friendly


    Britain P.

Great phone system with a few issues

  • November 22, 2021
  • Review provided by G2

What do you like best about the product?
I like all the different options for unavailable codes they give you. It makes it easy to keep track of what your employees are doing and easy to track. It has a very easy user interface as well. It's incredibly convenient to have one single system that we can use for phone calls, emails, and chats, inbound and outbound, instead of having to use multiple systems. They also make it very easy to pull stats from agents who have been taking calls which is nice. You can prebuild dashboards that will show you exactly what unavailable codes agents have been in, how many calls they've taken (or refused), average handle times, and much more. That's my favorite part about the product, they make it very easy to be able to do exactly what you want to do.
What do you dislike about the product?
I wish you could see in the Promise Creator who created commitments and who broke them. Would be much easier to keep track of that way. It's hard to hold people accountable to keep commitments when you don't know who broke them. We also get fairly frequent crashes where the whole system goes down for a few minutes or so. That happens every couple of weeks. Calls are also only stored on the server for a certain amount of time (I think a few months) and once they drop off the server it is much more difficult to access those calls. This can be a pain when you're trying to find a certain call quickly.
What problems is the product solving and how is that benefiting you?
I am keeping track of employees better. I know exactly what they're doing at all hours of the day. It's very easy to track that and coach them to get where I want them to be. We are taking care of customer needs ASAP. It's so beneficial having one system for phone calls, emails, and chats instead of having to use multiple systems.
Recommendations to others considering the product:
I would definitely recommend using it if you're looking for a phone system to use at your company. Overall it's pretty reliable, with only a few hiccups here and there.


    Elliott S.

Reliable, easy to use

  • November 22, 2021
  • Review provided by G2

What do you like best about the product?
NICE is helpful because it allows for easy and efficient organization. The user interface is very user-friendly and not overly complicated. It makes it easy for both management and employees.
What do you dislike about the product?
Occasionally NICE does have issues with crashing. When it does crash, our call center essentially goes down, which leads to upset customers. If NICE would crash less often or never, it would be a lot better for me.
What problems is the product solving and how is that benefiting you?
NICE solves the problem of having multiple phone lines without every employee having a direct number. Not only that, but it allows for easy schedule management.
Recommendations to others considering the product:
NICE is very easy to use; there is not a steep learning curve. NICE is great for call center use and allows for multiple lines without having a physical line for each phone. It is helpful for both call center operations as well as schedule management. It allows supervisors to view who is doing what just by checking their computer, no need to walk around the office to see who is doing what. This is especially useful during this period of time when working from home is almost more common than working in the office. It facilitates the work from home process for the company and its workers. Being able to see the status of your employees is crucial in management, especially when you are not physically close to them. NICE bridges the gap between a company and its at-home workers.


    Jonathan M.

NICE CXone allows our team across the globe to stay in contact with our customers

  • November 22, 2021
  • Review provided by G2

What do you like best about the product?
NICE allows our team working in different time zones across the globe to contact our customer base. We currently use the software for the phone system only, but we are looking to expand into the chat feature soon.
What do you dislike about the product?
Sometimes, the web pages fail to load correctly. While this is common in most software systems regardless of the manufacture, since this software is web-based, it can be challenging to troubleshoot the issue without closing out the webpage and starting from scratch.
What problems is the product solving and how is that benefiting you?
Having a completely web-based contact system that doesn't rely on a hardware phone handset is nice as it cuts down on operating costs for additional hardware and cabling. If you have a computer and a headset, you're ready to go.


    Moises R.

Excellent dialer!

  • November 22, 2021
  • Review provided by G2

What do you like best about the product?
I really like the fact that I can see my average handle time (AHT) in real-time, thanks to the embedded reports that I can see from the dashboard. This is very important for me to keep track of the contacts that I have received and how this will affect my metrics.
It's super easy to call back a customer if by any chance the call dropped.
What do you dislike about the product?
I don't like the fact that the user interface is old-fashioned and it's not customizable like other dialers. The mute button is too close to the hangup one and you can easily disconnect a call by accident.
I really think that NICE CXOne needs a revamp or needs to optimize its interface, it's a great tool but needs to be updated to be more user-friendly.
What problems is the product solving and how is that benefiting you?
I'm using NICE CXOne as my day-to-day tool, and it's way easier to keep my metrics in good shape thanks to NICE CXOne, I have learned how to see my metrics in real-time and apply them to make the necessary changes or corrections to my behaviors thanks to this.
I really love how NICE CXOne has helped me to improve my performance as an agent, by allowing me to monitor my stats in real-time and also by being able to create and pull my own reports.
Recommendations to others considering the product:
My advice for those considering NICE CXOne is to be patient, it's a great tool but needs more love from its developers.


    Outsourcing/Offshoring

FANTASTIC TOOL

  • November 21, 2021
  • Review provided by G2

What do you like best about the product?
Fantastic tool for monitoring agents live dashboard and supervisor are easy to use
What do you dislike about the product?
sometimes crashes for the agent but sure this will resolve itself
What problems is the product solving and how is that benefiting you?
solving agent adherence and making sure on time from breaks


    Computer & Network Security

Tech support use

  • November 20, 2021
  • Review provided by G2

What do you like best about the product?
that I can title my requests for time off
What do you dislike about the product?
That it is sometimes difficult to request off partial days and see your hours scheduled in a monthly view
What problems is the product solving and how is that benefiting you?
I've benefited by getting to see my break times


    Hospital & Health Care

Usage of Nice

  • November 19, 2021
  • Review provided by G2

What do you like best about the product?
Its accessibility in use. The easy start-up allows for any sudden calls to be made.
What do you dislike about the product?
I wish it were easier to look up the list of previous calls, along with the possibility of adding notes to those calls.
What problems is the product solving and how is that benefiting you?
Serving patients and scheduling appointments. It is a seamless process and rarely goes down.