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NICE CXone
What do you like best about the product?
Web-based application allows for quick updates and ease of use and versatility.
What do you dislike about the product?
Web-based application can cause unexpected effects such as audio disconnects.
What problems is the product solving and how is that benefiting you?
The ability to route and answer phone calls in a timely manner. This allows us to provide the best possible service to our members.
Very good product with excellent functions and good interface
What do you like best about the product?
What I liked is that it is easy to implement and the interface is easy to use. Also, I like the features for our business, the easy access to data, it is stable and has no outages. It also improves performance issues.
What do you dislike about the product?
Nothing negative to say about NICE CXone, everything is going very well so far.
What problems is the product solving and how is that benefiting you?
It helps us a lot because of its amazing features to be in contact with our customers, follows up quality management, contact center, call center and it is nice and easy to use.
Less downtime and easier to use than previous systems
What do you like best about the product?
CXone has been much easier to use than several of our previous aplications. It's very intuitive and tasks can be done quickly. We've also experienced less down time than with our old systems. Adding an agent used to take me at least 20 minutes previously. Now it takes 5 or less minutes. Getting support is less annoying than with the last company we used as well. If something might impact the team, they let us know about it right away and give frequent progress updates, although we very seldom have been impacted.
What do you dislike about the product?
It's very succeptible to fluctuations in Internet. Since it's a browser based solution, if one agent is having issues, it's very hard to get support and suggestions for an individual, because if everyone else is working they assume it's not their problem.
What problems is the product solving and how is that benefiting you?
It's simplifying day-to-day tasks and making my job as an administrator of the solution much easier. For almost everything we do, it takes less time and is more intuitive than other systems. Hopefully we can get company funding to include more of their AI options in the future because I think those will simplify things even more.
Great interconnectivity and Service
What do you like best about the product?
We love the way it seamlessly works with our other products. And it is customizable for our needs.
What do you dislike about the product?
The learning curve to teach how to use the software is high.
What problems is the product solving and how is that benefiting you?
CXone helps us contain the call data for our workload. It saves us countless hours of work to call the right places for us at the right times.
NICE CX One is a game changer:
What do you like best about the product?
The ease of administration and the volume of tools available in the application to monitor/manage agents, report caller metrics and manage schedules to name a few. Our support agent with NICE is invaluable in assisting us when necessary.
What do you dislike about the product?
Not really any downside. Maybe that add-ons are relatively expensive.
What problems is the product solving and how is that benefiting you?
NICE CXone is helping us to more efficiently route calls and provide assistance to those in our community who use our United Way 211 service to get help/resources. It also helps us manage the quality of our agents' responses.
Customers Get It & Love It
What do you like best about the product?
The simple and customer centric nature to this product makes it easy for our customers to use.
What do you dislike about the product?
I have not experienced an inconvenience so far!
What problems is the product solving and how is that benefiting you?
A streamlined portal for agents to communicate with!
NICE CXone
What do you like best about the product?
The facility to look and create reports in the tool, also the interfaces that it creates with the user while looking for a call
What do you dislike about the product?
Sometimes the application in windows get glitches and frezees itself
What problems is the product solving and how is that benefiting you?
To hear my calls and the routing of the calls and ids are helping to find the exact call
Great optimization platform
What do you like best about the product?
the support from NICE is commendable, with responsive customer service and extensive resources to help with deployment and ongoing management.
What do you dislike about the product?
Everything was smooth and works perfectly fine for me
What problems is the product solving and how is that benefiting you?
Lack of Insight into Customer Behavior: Understanding customer sentiment and needs is essential for improving service quality. CXone’s analytics tools offer deep insights into customer interactions, enabling us to proactively address issues and refine our approach based on data. This has led to higher customer satisfaction and loyalty.
Great product
What do you like best about the product?
It has great features and is the perfect cloud based contact center platform.
What do you dislike about the product?
I have nothing to dislike to be able to answer this.
What problems is the product solving and how is that benefiting you?
It's keeping things organized.
My experience with Nice was somewhat hassling.
What do you like best about the product?
I liked the time allotment feature. That separated the timeframe intervals, and the fact that it could be changed from 1 hour to 2 hour or whatever interval you want to use.
What do you dislike about the product?
It was hassling to change or exchange shift intervals, and since it was being used in a Call Center setting, it was used often. It froze a lot as well.
What problems is the product solving and how is that benefiting you?
The problem NICE solves is the ease of scheduling. The idea is good, the implementation needs some work to make the software more efficient.
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