We're working in the finance space, banking, and our customers that we support are primarily banks and remittance services. We are a contact center providing services to other businesses, primarily by phone, but we're currently looking at diversifying the channels with omnichannel support such as chat, email, and social media.
NICE CXone Mpower
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Real-time adjustments enhance call management, though pricing needs improvement
What is our primary use case?
What is most valuable?
Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.
We can monitor their activity in real time and manage the traffic as needed, flexing up by increasing the number of ports to ensure that none of our calls are dropped or reskilling our agents based on choices made in our IVR.
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.
What needs improvement?
The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better.
Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.
For how long have I used the solution?
We've had experience with this product since 2020.
How are customer service and support?
The response time can vary depending on the resource you need; they have 24-hour support for basic issues, but if the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.
On a scale of 1 to 10, I would rate their customer service or technical support about a six and a half.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
The solution I'm most familiar with is NICE CXone.
What other advice do I have?
I really can't add any value about how it's influenced our customer journey just yet because we're just in the process of implementing that and have no data at this stage.
Overall, NICE CXone is not a bad product at all. There are some opportunities for improvement that could make NICE CXone a solid offering—it's a great tool that is very intuitive and doesn't give us much headache to use, but the support could improve. If they could address the issues I've mentioned, they would have a really nice product.
I rate NICE CXone a seven out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
A contact centre with great feature with lots of scope of improvement
What do you like best about the product?
- Handing over calls to external system using SIP based protocol supports here.
- It has it's integration capability after call escalates from an external IVR system to Nice Max/Agent Desktop.
- We have integrated our Agent Assist product with Nice which was moderate difficult task.
- It support both chat and voice channel & we have both the solution in place.
- It has a CTI(Computer Telephony Integration) integrated inside Salesforce to handle both and Chat.
- It has it's integration capability after call escalates from an external IVR system to Nice Max/Agent Desktop.
- We have integrated our Agent Assist product with Nice which was moderate difficult task.
- It support both chat and voice channel & we have both the solution in place.
- It has a CTI(Computer Telephony Integration) integrated inside Salesforce to handle both and Chat.
What do you dislike about the product?
This will be a bigger list.
- The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it has been log since it has not improved.
- There is a long process to update the redirect URL for authentication of Agent SDK in Nice CX as it goes through an application review process.
- There is no public case generation portal. I have not found any.(This is a very crucial miss)
- Nice has it's own way of syntax for writing logic. The documentation is expected to be more clear.
- There is problem when you open Nice Max or Agent Desktop, with it's agent status change. Sometimes, when you are making a call to a Nice Number because the Agent status is something like - working or Rejected & you can't change it to available.
- The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it has been log since it has not improved.
- There is a long process to update the redirect URL for authentication of Agent SDK in Nice CX as it goes through an application review process.
- There is no public case generation portal. I have not found any.(This is a very crucial miss)
- Nice has it's own way of syntax for writing logic. The documentation is expected to be more clear.
- There is problem when you open Nice Max or Agent Desktop, with it's agent status change. Sometimes, when you are making a call to a Nice Number because the Agent status is something like - working or Rejected & you can't change it to available.
What problems is the product solving and how is that benefiting you?
- Nice is a contact center and helping agents to handle the issues of the customers.
-We have integrated our product with Nice & it's kind of B2B deal for us with Nice.
- The existing customer of Nice becomes our partner and customer as well.
-We have integrated our product with Nice & it's kind of B2B deal for us with Nice.
- The existing customer of Nice becomes our partner and customer as well.
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.
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.
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
CXone Review
What do you like best about the product?
I like that the UI is relatively straight forward compared to other CRMS.
What do you dislike about the product?
The troubleshooting is very complicated.
What problems is the product solving and how is that benefiting you?
Call logs, call branding and tracking, etc.
Using NICE CXOne
What do you like best about the product?
Thorough telephone system with modules/components to pick and choose products you want. Overall NICECXone is a complete telephony system. Fast customer support when needed,
What do you dislike about the product?
Difficulty sometimes with integrating with other software vendors who are not preferred partners of NICE.
What problems is the product solving and how is that benefiting you?
Allows my organization to receive and respount to inbound contacts, IVR is allows my organization to route items efficiently and deflect for self-service opportunities.
CXOne user
What do you like best about the product?
Ease of reporting and ability to create my own reports
What do you dislike about the product?
The frequent Outages which causes many disruptions and impacts our SLA
What problems is the product solving and how is that benefiting you?
Integrated into our systems and ease of reporting.
Works or Doesn't
What do you like best about the product?
It is pretty simple and streamlined. There isn't a lot of screen clutter which makes it easy to focus.
What do you dislike about the product?
I don't like how you can't use any of the extensions in Chrome on the MAX window (it is a locked pop-up) This means my headphones do not work with this software properly.
What problems is the product solving and how is that benefiting you?
This far I am not aware of any specific problems Nice is solving but they do enable us to operate relatively smoothly.
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