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NICE CXone is great and easy to use!!
What do you like best about the product?
The ease of everything being in one system and easy to navigate!
What do you dislike about the product?
Sometimes there are issues with Nice disconnecting or freezing
What problems is the product solving and how is that benefiting you?
All of the data being in the same place and the phones easy to navigate make working from home amazing!
Recommendations to others considering the product:
Easy to use!
Nice has been really easy to use and navigate
What do you like best about the product?
It is not a hard application to use. I also like the fact that it alerts you when a call comes in
What do you dislike about the product?
This recent update, it didn't tell you that it would be updating and i could find the launch button
What problems is the product solving and how is that benefiting you?
It is helping to connect customers to us in regards to mental health benefits
Great product with no bugs found in 2 years
What do you like best about the product?
The product is integrated as a widget with RingCentral, which we use to transfer calls or to get the ones from our customers. I've never had any issues with it.
What do you dislike about the product?
As previously mentioned, I've never had any issues with it and the product works fine.
What problems is the product solving and how is that benefiting you?
It is used at our company to transfer calls to RingCentral and to get the necessary CSATs for our management team to review.
An excellent tool, when it works
What do you like best about the product?
It's effortless to use, most of the functions that I need to do my work correctly are very good at what they are supposed to do, it's very intuitive, and the distribution of the interface is well done.
What do you dislike about the product?
When something does not work, it keeps not working for long, and even if it's workarounds to avoid them, it's still suboptimal, and it delays or even interrupt the workflow.
What problems is the product solving and how is that benefiting you?
We can get in touch whit our clients in a very efficient way; we can contact other members or departments on our team quickly and solve communication issues; we get the tools to reach our providers and leaders depending on what we are working.
Recommendations to others considering the product:
Try to use it in a small team at first, trying to see if it could work; if you notice any needs that are not being met to try to solve them first; other than that, I think that is a great tool, and you should give it a chance.
Not terrible, but not excellent
What do you like best about the product?
Audio is usually very good and doesn't even require me to use headphones/headphone mic to take calls. I like that the ringer is also loud enough for me to hear from a different room.
What do you dislike about the product?
I don't like that the leg connects after every call, and I have to manually disconnect it at the end of each call. If I forget, I am automatically connected to another call, which is inconvenient.
What problems is the product solving and how is that benefiting you?
I am able to receive calls from our customers, which is crucial in getting my job done. It is easy to put customers on hold or on mute, and I like the interface - everything I need is right up front.
Recommendations to others considering the product:
You will be able to have a lot of agents signed in at once, which lightens the load for all of your customer service associates. It splits the calls up pretty evenly, I believe, so one associate is not getting every single call. They will be put at the end of the queue until there are no other free agents.
Nice is used on a daily basis so my insights will provide value
What do you like best about the product?
The visibility of being able to see users in real-time.
What do you dislike about the product?
It's notifications are restricted and a call centre would benefit from using this.
What problems is the product solving and how is that benefiting you?
When you click on a user you are able to see a breakdown of there statuses for that day. Enabling you to manage behaviours better.
Recommendations to others considering the product:
Build a personal dashboard, it really does help manage teams better.
Easy to Use and Accesible
What do you like best about the product?
The NICE system is very user-friendly and not difficult to get a grasp of. I enjoyed utilizing the system while at my workplace. I think that it offers great features when needing to get into contact with our patients.
What do you dislike about the product?
I am not sure. I don't have anything negative to say towards NICE; there wasn't anything in particular that occurred.
What problems is the product solving and how is that benefiting you?
I am being able to be connected to patients and other representatives to make appointments etc.
Recommendations to others considering the product:
N/A
Nothing to complain about
What do you like best about the product?
the noise choies they give you when a customer hangs up or when you start dialing a call. They're very helpful. Although i've never used another system. It's useful
What do you dislike about the product?
I do not like the fact that we are not able to put our customers on hold while we are getting another call. It isn't helpful at all. I also do not like how often I have to log back in.
What problems is the product solving and how is that benefiting you?
You must be connected to a very good wifi for your customer to hear you clearly. Sometimes when i am connected to outsourced WIFI i am not able to use my microphone
NICE is NICE!
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.
CX one review
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.
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