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
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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.
Worst phone systems I have ever used at this job for over 33yrs! HATE IT
What do you like best about the product?
I do like the print out of the voicemail, which saves me from having to listen to every one. The email print out of the same, sometimes I find helpful. But it also clogs up my email because of that.
What do you dislike about the product?
Let's start by saying we've had it at my work for 2 yrs. For 1.5 of those years I got almost NO direct calls that even rang the 1 time it rings, because 95% of my calls went directly to voicemail. Even though I was working, sitting at my desk, and on no other call! I complained and complained to mgmt, who coincidentally are not using this system at all. It is just the Sales Force. I'm in Commission Only Sales. I'm trying to make a living. Imagine having to call every single person back? Many have phones set to not receive unknown callers. The caller ID they have will say Boston Area or a local # and not our 800, so many clients don't pick. Then it becomes a phone tag nightmare. I sell cruises, and prices can change in an instant, so phone tag can end up killing a deal. Sometimes it looks like I'm going to get to answer the call that is coming to my direct extension and I hit the "Availablle button" expecting it to be my client and I can see the client phone #, but no name on our Caller ID because it is only 2024 and Caller ID was avail with names in the 80s. So way to be on the ball. Anyway, my client was not there today and instead I got a new call that maybe I didn't have the time for or want! Calls drop for no reason. Sometimes you no longer can hear the person, or they cannot hear you. I have to hang up and call them back. I would say I get about 70% of my actual calls now and the rest go to voicemail. I would NEVER RECOMMEND ONE-MAX/RING SYSTEMS. NEVER! Our company must have spent millions to have stuck with them. I cannot even telll you how many other agents here shared my grief. The company finally did something, that is some crazy work-around. Now a calls comes in and 2 new pop up windows have to pop up in order for the call to let you know someone is trying to get your extension. Then good luck when you hit Available, as it may be someone else entirely.
What problems is the product solving and how is that benefiting you?
NICE CXone is only adding to my probems. I wish I had something it was solving. I hate it and I would much rather go back to Avaya!
SOURCE OF HELP.
What do you like best about the product?
The report section. and the mini tables
What do you dislike about the product?
Sometimes it freezes when you use various reports.
What problems is the product solving and how is that benefiting you?
it hangs in some reports.
NICE CXone provides streamlining, automation and omnichannel routing all in one.
What do you like best about the product?
The omni channel routing, wfm optimization, automation and analytics help provide a better customer and employee experience while saving money at the same time.
What do you dislike about the product?
I would like to see better dashboard reporting
What problems is the product solving and how is that benefiting you?
Better interaction between agents and their leadership
solid wfm platform
What do you like best about the product?
It is solid and easier to learn than some other platforms I have seen.
What do you dislike about the product?
I wish the platform was more flexible, and that patterns did not use FC allocations.
What problems is the product solving and how is that benefiting you?
scheduling and forecasting.
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