I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their product for new customers, and then partnered with them for another three years, doing integrations with Microsoft and Dynamics 365 and helping redevelop features like their dialer and list management
NICE CXone Mpower
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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.
Perfect for organized use
What do you like best about the product?
The automatics prompt replies has to be my fav part. It makes solving customer issues much easier and faster. Very fast and efficient platform
What do you dislike about the product?
It does offer sort of robotic responses but you can always tailor it to make it sound better and more human like.
What problems is the product solving and how is that benefiting you?
Faster communication time with customers and very fast resolution time.
Using Nice at work
What do you like best about the product?
The quality and the easy way to use it since is a good experience and we can enjoy it. Nice in my area we use it to request vacations, do general request, see the scedule, for my is a great tool since make our life more easy.
What do you dislike about the product?
Sometimes what happen is that the system got slow it makes that we need to spend more time trying to make it work.
What problems is the product solving and how is that benefiting you?
1. To request vacations more easy.
2. See the schedule in days, weeks and months.
3. CXone sits between contacts and the agents who handle interactions with those contacts.
4. The easy way that The connection is made via an API call over an internet connection.
5. It can operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth.
6. Also is good because provides solutions for real-time and cross-channel fraud prevention, anti-money laundering.
2. See the schedule in days, weeks and months.
3. CXone sits between contacts and the agents who handle interactions with those contacts.
4. The easy way that The connection is made via an API call over an internet connection.
5. It can operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth.
6. Also is good because provides solutions for real-time and cross-channel fraud prevention, anti-money laundering.
NICE used as a punishing tool instead of growth
What do you like best about the product?
I like the transcript, they are very clean and precised even when the audio is unintelligible.
What do you dislike about the product?
NICE may consider some words as negative. Commonly used words like no, don't or can't disregarding the way they are implemented.
What problems is the product solving and how is that benefiting you?
At the time none.
A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen
What is our primary use case?
How has it helped my organization?
Since using CXone, I've noticed a huge improvement in consistency for the customer experience, especially in branding and service level management. The return on investment has been significant. We've reduced our labor and tech support needs—going from a team of 16-20 people to just 2-3, even with a large contact center. The platform also greatly improves the employee experience by simplifying their tools, allowing them to focus more on customers and less on navigating complex systems. This improvement in employee engagement ultimately enhances customer service.
What is most valuable?
One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable.
In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.
What needs improvement?
One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about updating them. The implementation process can be challenging, which seems to be a common issue across CCaaS vendors. As someone focused on reporting and numbers, I would like to see improvements in the reporting features. It’s good as it is, but there are opportunities to streamline and simplify it since creating custom reports often requires specialized knowledge and coding skills.
For how long have I used the solution?
About ten years ago, I started working with cloud platforms for contact centers when I was brought into a Silicon Valley startup. The person who ran their tech support, who used to work for me, asked me to join because, while he managed operations well, he didn't have experience with the infrastructure aspect. I evaluated several cloud platforms, including Interactive Intelligence (which got bought by Genesys), Five9, NICE, and InContact (which is now NICE CXone) and chose NICE CXone.
What other advice do I have?
Overall, I rate the solution an eight out of ten.
Not a pleasant experience
What do you like best about the product?
The ease to integrate via API to other application.
What do you dislike about the product?
1. The hidden costing that was not mentioned
2. The delay in getting support services
3. Support team doesn't listen to the problem and make their own assumptions of the issues
4. The constant issues in connection and drop calls.
5. The inability for a simple task to be completed quickly.
6. Everything needs to be invoiced at exorbitant rate
7. Costing structure not condusive for asian countries.
2. The delay in getting support services
3. Support team doesn't listen to the problem and make their own assumptions of the issues
4. The constant issues in connection and drop calls.
5. The inability for a simple task to be completed quickly.
6. Everything needs to be invoiced at exorbitant rate
7. Costing structure not condusive for asian countries.
What problems is the product solving and how is that benefiting you?
NICE was supposed to be solving the issue of having one provider that could integrate easily to my application and used within the region.
It's fine.
What do you like best about the product?
Most items are relatively quick to change via bulk upload, the dashboards can be useful for monitoring queues and staff, and the general layout makes sense.
What do you dislike about the product?
It took a year to request the feature to deactivate accounts in bulk. You can't reactivate accounts in bulk. If your business has quite a few skills, individual user skilling is clunky and frustrating since the UI can only display 10 at a time and has to load after each add. Their instance system for each customer forces usernames to be unique in an email format which tends to confuse users and make looking up information difficult as that's the only real lookup point. This is further worsened by the fact CXOne is 2 pieces stapled together - Admin and ACD - one handles the access, the other the phone routing. One doesn't always reliably talk to the other, and it's taken my org requesting for several years to get it looked into. We have their WFM solution - IEX - which also does not integrate very well as it pulls over some data and wipes other pieces.
What problems is the product solving and how is that benefiting you?
We need agents to answer contacts, and CXOne delivers it to them. It's difficult to mention benefits because our contact center is large and it's generally unsuited for that large of a population.
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