Flexibility and control allow users to build and manage their environments efficiently
What is our primary use case?
We use NICE CXone for voice routing and we have our IVR on it. We utilize ACD, IVR, and many other features. In our current application, we have implemented almost everything available.
We build our own systems with NICE CXone. We control all the modules ourselves for the routing and queue management. We control our own systems, which is what we appreciate about NICE CXone. We're not relying on a third party to maintain our system.
We are implementing chat, email, and voice capabilities. We have multi-channel functionality and are working on combining that into an omnichannel experience for the users.
How has it helped my organization?
We've started exploring AI capabilities with NICE CXone. We have several other tools that we're researching for AI implementation. We have not fully launched our AI product because we want to ensure proper guardrails are in place. Currently, we are focusing on call summaries and updating our CRMs with these summaries. We are not implementing next-best actions for our agents at this time as we're trying to maintain control.
What is most valuable?
The solution is very similar to what we had previously with Genesis. We wanted to maintain that solution while gaining more flexibility when adding new features such as AI components, which is considerably easier now.
The control aspect has been particularly beneficial. We are able to control how we utilize our CCaaS platform. We built our own CCaaS platform using NICE CXone in our AWS environment. This control was a significant benefit of NICE CXone.
The system is very flexible and powerful, especially for organizations wanting to control their environment. While Amazon Connect is effective, NICE CXone requires less work with its easier portal to configure the ACD and different users. NICE CXone provides better flexibility to build your environment with a cleaner UI for environment control.
The solution provides opportunities to connect with various carriers, unlike Amazon Connect. Amazon Connect doesn't offer the same level of control into ACD or SBCs.
What needs improvement?
We need more control over the AWS side of NICE CXone as that's the only area where we lack control. We should have more control over our AWS implementation instead of relying on connections and controls from NICE CXone to AWS. They currently have excessive control in that area.
I would need to examine other aspects of social media integration for NICE CXone and their control mechanisms. They are expanding into platforms such as WhatsApp, Facebook, and Instagram. I'm interested in researching if we can communicate through NICE CXone when someone discusses our brand on these platforms.
For how long have I used the solution?
I've been working with NICE CXone for four years.
What was my experience with deployment of the solution?
The deployment was straightforward. For a smaller organization, it would be simple to stand up and launch. However, within our organization, which is complex and heavily regulated, we added complications due to compliance requirements. It wasn't NICE CXone's fault that it became complicated. In general, the deployment of NICE CXone is straightforward and easy.
What do I think about the stability of the solution?
We experienced a significant outage when someone at NICE CXone brought our system down. This incident highlighted our desire for more control. The incident escalated to C-level involvement to resolve the situation.
In general, the stability is good. We have our own technical account manager and substantial visibility. We maintain a good working relationship with NICE CXone, and their technical support is effective.
How are customer service and support?
The customer service is generally good. We have our own technical account manager which provides us with substantial visibility. We work effectively with NICE CXone and their technical support is reliable.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We received an attractive deal when NICE CXone introduced their inContact solution. We knew we wanted to transition from our on-premises Genesis solution.
Genesis was just launching their cloud solution while NICE CXone was more mature at that time. This maturity was a key decision-making factor along with pricing. Genesis, despite us being an existing client, didn't offer competitive pricing.
How was the initial setup?
For a smaller organization, keeping the out-of-the-box configuration would make deployment easier. The deployment of NICE CXone is straightforward and simple.
What was our ROI?
While specific numbers aren't available, comparing our previous costs with Genesis, there is definitely a return on investment. We are achieving cost savings compared to our previous Genesis expenses.
What other advice do I have?
We utilize the analytics tools within NICE CXone while also employing our own tools. We scrape our data and use our own analytics tools alongside NICE CXone's insights, which help inform our contact center decisions.
We are implementing Enterprise Strategic Planning (ESP). For workforce management, considering all our different channels, it's beneficial to monitor agent breaks, volume increases, and plan agent scheduling accordingly.
On a scale of 1-10, I rate NICE CXone a 9.
Which deployment model are you using for this solution?
Other
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
WFM made easy
What do you like best about the product?
It has various features like Exception entering, break optimisation, schedule adherence, schedule plotting or updating
What do you dislike about the product?
Interface looks old. It was recently updated however it looks old
What problems is the product solving and how is that benefiting you?
Features like extracting real time data of agents state, schedule adherence & exceptions marking helps a lot
Improved efficiency with browser-based call handling and efficient scripting tools
What is our primary use case?
I use
NICE CXone for several purposes, such as addressing issues where calls are dropping or getting diffused. I also encounter situations where prompts are not playing properly, and hours of operations are not functioning correctly. After migrating from Avaya to
NICE CXone, I have experienced minimal issues like sound quality problems and instances where agents do not receive calls. These issues are, however, very minimal, indicating stability.
What is most valuable?
The features of NICE CXone that I find most valuable include the CXone Studio, which is an impactful scripting tool that makes it easy to build call flows. Additionally, the switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency. The high availability of WebRTC applications, whether with NICE or
Genesys, is an essential improvement.
What needs improvement?
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio. Clearing cache and cookies from browsers often resolves these problems, but it's something that occurs frequently. Simplifying the studio tool could also be an improvement, along with organizing external training and better communication about new features, like agent assist or agent co-pilot.
For how long have I used the solution?
I have been working with NICE CXone for approximately six years.
What was my experience with deployment of the solution?
The initial installation of NICE CXone was easy, but the challenging part was the implementation, especially building call flows that require a lot of coding. People without a coding background may find this difficult. However, by working single-handedly, with some information from the business side, I managed to handle deployment tasks like creating user profiles.
What do I think about the stability of the solution?
I rate NICE CXone's stability as a seven. While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems. These challenges suggest that stability could be enhanced.
What do I think about the scalability of the solution?
I rate the scalability of NICE CXone as a nine. I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
How are customer service and support?
The technical support for NICE CXone is outstanding. I rate them a nine. For example, when I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used Avaya, which is a telephone-based program not designed specifically for contact centers. With NICE CXone, I transitioned from an on-premises PBX technology to a cloud technology, addressing both contact center needs and potential cost savings.
How was the initial setup?
The initial setup of NICE CXone was straightforward. While the installation itself was easy, the actual implementation, particularly when building call flows that demand coding, proved more complex.
What about the implementation team?
I managed the deployment of NICE CXone single-handedly. Although I required some information from the business—such as user names and required skills—I carried out the implementation myself.
What was our ROI?
NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by
AWS, reducing the need for me to manage it. This ease applies to all cloud technologies, including
Genesys.
Which other solutions did I evaluate?
Before choosing NICE CXone, I evaluated solutions like
Five9 and Genesys, but ultimately, the business opted for NICE CXone.
What other advice do I have?
Overall, I rate NICE CXone as an eight out of ten. I would recommend this tool to others in similar roles. There are areas for improvement, like the simplification of certain tools and the enhancement of communication from NICE CXone about new features. Despite some room for improvement, it's a robust tool.
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?
great product and support
What do you like best about the product?
the phone system is easy to use and navigate
What do you dislike about the product?
I am old school and would like to be able to pick up the phone and receive support when I need it
What problems is the product solving and how is that benefiting you?
the only problems we have are connectivity issues or finding solutions to other issues that may occur.
Great tool to use
What do you like best about the product?
What I like best is it’s very easy to navigate. It’s easy to look at different things as you can pull up multiple tabs. It’s easy to get around. It’s easy to add tabs or to add different things add different widgets so that’s the main thing that I like.
What do you dislike about the product?
I think the only thing I do not like is that sometimes it times out even though I’m on it times out, but other than it timing out, it is actually a great tool to use and to have
What problems is the product solving and how is that benefiting you?
It is solving the way I listen to the phone calls because it’s a lot easier than doing recorded calls. I can just click on someone’s name in live monitoring and actually listen to that called in and they are so if they are having problems, I can actually join the call and help them and assist them
Stable, feature rich platform
What do you like best about the product?
We've found the CXone platform to be a good choice for our business. The cloud-based infrastructure is reliable, and it has a plethora of powerful features that help us enhance customer, agent and manager experiences. We appreciate the unified suite of tools, including integrated workforce management, omnichannel capabilities, capable IVR, easy access to call recordings, and fairly robust reporting. The platform is easy to use (intuitive UI), provides several tools for real-time monitoring, agent performance, and our Technical Account Manager is educated and helpful.
What do you dislike about the product?
Custom reports are difficult to configure and the learning curve for IVR Studio scripting is steeper than anticipated.
What problems is the product solving and how is that benefiting you?
NICE CXone is a powerful platform that is helping us provide exceptional customer experiences to our members.
Smooth but not Perfect
What do you like best about the product?
The NICE CXone Mpower is fast, responsive, and easy to use program. The interface is clean, and it makes handling customer interactions smooth. It also integrates well with other tools, which helps keep everything in one place which is I love.
What do you dislike about the product?
It can feel a bit complex at first, especially with all the features. Some areas could be more intuitive, and occasional glitches can be frustrating. The pricing is also on the higher side in my opinion
What problems is the product solving and how is that benefiting you?
helps streamline customer interactions by combining multiple communication channels into one platform. It improves efficiency by automating workflows and reducing wait times.
Great product!
What do you like best about the product?
The ability to contact more clients due to speed of calls being fed to my agents, time saved by the auto features such as auto voicemail.
What do you dislike about the product?
Sometime when receiving inbound calls there is no hang up button to click and have to wait for the client to hang up!
What problems is the product solving and how is that benefiting you?
It is helping identify possible issues with the quality management portion. Helping my agents achieve daily targets.
Great tool, unsurpassed support
What do you like best about the product?
The quality and speed of the support I receive.
What do you dislike about the product?
The reports are a little difficult to navigate. I"ve tried to match the predesigned reports against a custom report with the same data, but it doesn't come up the same. (I think there's a timeframe issue.)
What problems is the product solving and how is that benefiting you?
The inbound contact tools are exactly what we need given we offer various types of support, from sales and warranty to troubleshooting and parts. We also offer Spanish language assistance.
Excellent Platform, Many Add-Ons
What do you like best about the product?
NICE CXone is a complete orchestration package. Technically you could use CXone to replace many backend business processing across multiple tech stacks, especially in hybridized networked/VPN and non-network integrated entities since CXone is a compliant system with state/federal regulations. There are many ways to integrate SOAP/RESTful APIs to extend functionality, and the actions allowing for SIP header activity/transfers are particularly helpful in hybridized cloud environments. CXone is a very rare telephony platform that is able to integrate with COBOL IBM Mainframes if you are able to code a web service yourself to integrate via Service Bus.
The best parts of NICE are that they are genuinely interested in pursuing true CI/CD integration as part of scripting. This will massively enable CXone at scale across enterprises larger than 40k seats at the drop of a hat. The other key upside is CXone is a holistic platform solution for any large businesses, including ones doing DoD or Federal work. While it means switching BUs/clusters, it is easier being on the same platform instead of multiple telephony platforms.
CXone is also a full responsible organization, so you can have cloud-originated phone numbers via CXone. They also support bring your own carrier connectivity solutions as well. There are numerous other upsides to CXone, but basically it's a powerful solution you could use to automate letter writing and OCR to generate tasks via work items, use a bot to intelligently assign them to someone, and then the screen pop integrates with EPIC and starts a dialer to call customers back who missed a prescription pickup for example, or who wrote negative letters. This is just the tiniest use case we've seen for CXone as a full business process orchestration and omnichannel communications and integration platform.
We use CXone every day, it is easy to implement for basic builds, but advanced enough to handle complicated use cases if you have the technical expertise.
What do you dislike about the product?
CXone TAMs are very hit or miss. Two businesses can pay for the same TAM package, and the TAMs will completely change whether or not the value is being delivered. My experience of CXone TAMs is they are either very smart, helpful, and able to get things done to drive forward platform adoption, or they know very little, talk very "executively" and try to force you to buy add-ons or services you don't need, and technically aren't required to pay for anyways. Basically if you get a bad TAM you may want to cancel your package. TAMs at NICE should emphasize the T in TAM for "Technical." If I cannot ask a technical question without being billed for it, then why pay for the package?
The other downside of CXone is the add-ons. If you are a small business and don't have internal expertise in telephony, you may want to pay for a contractor. While NICE will recommend CIPs, these are very hit or miss. I've had bad experiences with CIPs and they constantly ask for CRs and additional billing for the tiniest fixes for something they messed up. If you pay for your own contractor you may see better results. If your business is particularly small, then you may be better served by a more limited platform. If you have very highly technically proficient individuals you may prefer Twilio or 8x8 where you can build most of what you want yourself.
What problems is the product solving and how is that benefiting you?
NICE CXone is helping us solve the problems of today and tomorrow revolving around privacy, PHI, PCI, PII, and automations/AI. We are partnering with NICE to also implement full CI/CD and partitioned administration of platform, allowing for shared service teams to minimize labor investment required to enable business functionality at scale.
