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Awesome
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
Great phone system with a few issues
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.
Reliable, easy to use
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.
Tech support use
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
Usage of Nice
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.
Easy to Use but Challenging to Implement
What do you like best about the product?
The call analytics, the reporting, and the screen record are amazing.
What do you dislike about the product?
the call connection can be tricky (dropped calls)
What problems is the product solving and how is that benefiting you?
QA quality has improved as we can now see what team members are doing when assisting callers. In some cases, they proved what we knew to be true before go live with this product, and in other cases, we learned exactly why team members were struggling to provide good service.
NICE CXONE Review
What do you like best about the product?
Notified when outages
Reporting metrics
Reporting metrics
What do you dislike about the product?
-IVR setup process
no technical support
no technical support
What problems is the product solving and how is that benefiting you?
call categorization / reporting by client
customizable reporting
customizable reporting
NICE CXone is a valuable tool for the modern workplace
What do you like best about the product?
CXO is extremely helpful as a softphone for customer support & call center environments. Its call forwarding & call conferencing features are far easier to use than anything I've come in contact with in the past!
What do you dislike about the product?
The only issue I've had with the software is that it's (for our systems anyways) available primarily as a web browser window vs. actual PC software. That generates some trouble for me since it becomes difficult to keep up with calls without browser windows like Chrome having any features available to pin my CXOne browser window to the front of my desktop.
What problems is the product solving and how is that benefiting you?
I've been able to successfully log calls, follow up with customer accounts, and complete virtually everything needed to perform my role as a customer support representative.
Recommendations to others considering the product:
Consider what your company requires to be successful in the realm of telecommunications. If there are a large number of remote workers or personal equipment that may be necessary to tackle the inbound call center needs of your organization, consider NICE one of the very best!
Simple and easy to understand, with various useful features.
What do you like best about the product?
The ability to connect to launch max very quickly and simply.
What do you dislike about the product?
There isn't much in which I dislike, however, if I had to say it would have to be the occasional system errors which occur from time to time.
What problems is the product solving and how is that benefiting you?
To be able to connect and accept calls with my occupation.
Recommendations to others considering the product:
To ensure to get down the material first and to understand the functions clearly before using it.
NiceCXone review from Walmart user
What do you like best about the product?
I enjoy using InContact for analyzing inbound and outbound call traffic. The call audio feature is a high-value tool from a customer care process improvement standpoint.
What do you dislike about the product?
The UI for InContact is not the most intuitive. In many ways, the UI can be developed with less select options on the main page to make the workflow more seamless.
What problems is the product solving and how is that benefiting you?
Listening to call audio and segment call traffic based on business criteria to figure out customer issues.
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