NICE CXone Reviews

Pros

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Cons

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time.

Pros

I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.

Cons

The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.

Alternatives Considered

Five9

Reasons for Choosing NICE CXone

We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in

Switched From

Five9

Pros

The forecasting functionality was solid.

Cons

The canned reports were very, very limited Avaya CMS is a much more robust reporting tool. There were also frequent to issues with the RTA functionality; CXOne would show agents in the incorrect agent state. We had a secondary RTA system that would show the agents in the correct state.

Pros

The ability to do whatever I think of, I can do

Cons

Troubleshooting the "Carrier Services" is not what I would call "stellar"

Pros

Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Cons

Analytics are hard to use and are not accurate based on what I know.
InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months.
We need additional widgets in the dashboard but can't get them.

Alternatives Considered

Five9

Reasons for Choosing NICE CXone

InContact was more user friendly. Enghouse required IT support for us to make any changes, with additional cost associated for their support. Cloud based. Ability to add additional users easily, all over the country.

Switched From

Five9

Reasons for Switching to NICE CXone

We had already done our due diligence by the time we started evaluating Five9 and they seemed very comparable.

Pros

The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support.

Our TAM is amazing & knows her stuff.

Reports are capable of great detail

Cons

Because of the open structure to access so much detail, it takes time to analyze what everything means.

The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem.

We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.

Pros

There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Cons

I wish that there were sentiment analysis for the SMS side of the omnichannel.

Alternatives Considered

Twilio

Reasons for Choosing NICE CXone

I needed HIPAA compliance and a 99.99% SLA.

Switched From

Twilio

Reasons for Switching to NICE CXone

It had all of the products ready to go for omnichannel.

Pros

CXone has great call features. Very reliable, has all of the capabilities we need. Vast reporting options as well.

Cons

The email capabilities are not nearly as advanced as the call features. We definitely are limited in some aspects of our email processes and would love for these features to be more developed in the future.

Pros

I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.

Cons

I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.

Pros

This software provides large call centers the ability to watch agents on calls, easily transfer to coworkers, check calls holding and statuses. It also gives management the ability to monitor calls very effectively

Cons

The software loosing connection and sometimes just plain doesnt work. The software will drop calls in mid conversation making agents have to log out and back in during mid shift.

Pros

Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization.

Cons

For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way around some time zone issues when setting hours of operations for our local units. When I try to override our normal hours of operations to close the queues for lets say one hour between 2 pm and 3 pm CST, I have to set the end time to 4 pm EST. This would be less confusing if the override wouldn't display the close time incorrectly on my end then, as the notification and countdown will say that it is currently 2 pm and that the business unit is closed for 2 hours until 4 pm.

Pros

It's relatively simple to train my staff on how to use it. Most features are user friendly. The layout looks good and is functional. it's reliable and consistent. I cannot recall the software crashing or having issues that impacted our ability to help clients at any time. This is a lot more than I can say for other software programs we use. I feel like I'm kept informed of upcoming maintenance or issues and expected resolution time frames.

Cons

When I think about what I dislike about InContact, only one thing comes to mind. I have tried to find a way to pull an accurate report on abandoned calls. There used to be an abandon rate compliance report, but that is gone. So, I used the Skill Performance report. But the numbers seemed wrong. So I pull Contact History, and select for abandons to show. And on the particular dates I was looking at, the numbers were so very different. Skill Performance showed something like 80 abandons, which would be grossly high. Contact History showed something like 5 abandons. This number seemed low. I still don't know which, if either, report is correct and why they would be so different. I called for help and the representative couldn't really tell me why the difference of which was correct. So I went to my internal IT person, who also didn't know. So this is only one issue, but it is SO frustrating. I also cannot figure out how to find pre-que abandons and nobody has been able to help me with that either.

Pros

My personal experience is on the pros:Comprehensive features: CXone offers a wide range of tools, such as routing, workforce management, and analytics, which have improved our team's productivity and efficiency.Scalability: CXone can easily accommodate our growing business needs, allowing us to expand our operations without worrying about infrastructure limitations.Cloud-based accessibility: The platform's cloud-based nature enables us to manage our contact center remotely and allows agents to work from anywhere, providing flexibility and uninterrupted customer support.

Cons

Learning curve: Due to its extensive feature set, CXone may require some time and training for new users to fully grasp its capabilities. Proper onboarding and support are important for a smooth transition.Cost considerations: CXone's pricing may be a concern for businesses with limited budgets. It's crucial to carefully evaluate the costs and benefits to ensure it aligns with our financial goals.Customization limitations: While CXone offers a solid foundation, there may be limitations in terms of customizing the platform to fit our specific business requirements. We should assess whether it can meet our unique needs.Also it wort to mention that we presented some failures on a daily basis and the support was not the best.

Alternatives Considered

RingCentral Contact Center and UJET

Reasons for Switching to NICE CXone

Cost and personalization

Pros

The Dashboards are easy to configure and provide a nice view that you can tailor to both your department and/or individual needs.

Cons

As mentioned above, the Dashboards are very nice but I am often 2-3 minutes behind from a "real-time" view. Additionally, the most basic enhancements seem near impossible to consider as I'm regularly told "the system wasn't built that way". The Real Time Adherence view is a great example of this as I'll be monitoring 50 agents with an additional 10-15 that aren't even in a working state (in some case, even employees that do NOT work within the Contact Center). Basically, I'm looking at a bunch of "white noise" on the RTA screen instead of agents solely within my department. The issues may very well be concerns with my employer's technology team but since they are the ones in direct discussion with inContact, I just have to go by what they are saying.

Pros

Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities.

1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization.
2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls.
3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates.
4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on.

Cons

Some of the thing s I least like with the software are.

1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error.
2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded.

Pros

The InContact platform is very reliable, customization, and can integrate with other services and CRMs like Salesforce. Besides the main ACD functionality, the platform incorporates options for real-time and historical reporting, integrated softphone options, and reporting tools for data and QM.

Cons

Sometimes updates to the platform can cause minor glitches which are usually fixed by the next software release or major issues are addressed immediately. I would just suggest spending more time testing for glitches, prior to deploying updates.

Alternatives Considered

Genesys Cloud CX

Pros

Agents are able to work remotely and the IVRs work as intended.

Cons

There are some bugs with routing and call wrap-up. The support offered by NICE is not good. It can takes weeks for NICE to contact you about trouble tickets you opened. The are understaffed and it doesn't seem that they are taken the necessary hiring actions to take control of this.

Alternatives Considered

8x8 Work

Switched From

8x8 Work

Pros

The implementation process was simple. Their data collection workbook is designed in a way the data requirements is mapped in a way that avoid the most common issues in implementations. Of course, there are always hiccups, but the Team was always ready to assist. We are a SMB and the executives assigned to us were actually from AnswerX, which was previously acquired by InContact. That required an additional cost, but offered closer guidance.

Cons

Modifying scripts and workflows in the IVR is doable, but most of the times they expect you to request assistance and get the Executive working on it. Other IVRs make it more intuitive and visually appaeling for the clients to manage themselves.

Pros

Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging. There are so many functions and options that we haven't tapped into yet or been able to use.

Cons

There's little customization with the agent interface, agents do not have access to the dashboard. The customer service at NICE/InContact has taken a major dip in responsiveness and assistance to their customers since they've made some management changes. All the help you could get before is now referred to a professional team that comes with a cost. They definitely don't make you feel like a valued customer.

Pros

Ease of use once you get used to it navigation is fairly easy.

Cons

Has glitches and slow to respond at time's ,

Pros

I like NICE because it continuously improves. I use it to access calls in the contact center I work at and audit employees interactions. There have been times when upgrades happened and it made it slow down, but it was corrected over time. I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time. The player is flexible and it will allow up to move in the interaction without having to start listening to the whole thing again. I like the speed of the call can be modified which can help auditing efficiency.

Cons

Sometimes it is slow, and when it times out, you may need to reload it as inputting your credentials will not always get the job to access it again done. Also I have found it troublesome that when we upload forms, the font of the form cannot be zoomed, so if the letters are small, they can be hard to read.

Pros

InContact is easy to get logged in and take calls or change your state. It is also very versatile, lots of customization and a fair amount of reporting options. It allows the ability see the current state of every contact and agent that are logged into the platform. The ability to set up dispositions to see a summary of what every contact was about is very useful, as is the ability to easily pull the caller ID for calls in case a call is dropped

Cons

The Max console could use improvement - in a lot of ways it is better than it's predecessor (Thin Agent) but my biggest struggle with it is not being able to easily see what calls are in the queue at a glance. A few of the reporting options could be improved upon as well. Some features are a bit clunky and could use some fine tuning

Pros

NICE inContact is easy to use and has a wide variety of configuration possibilities. The interface for designing call/chat flows works well and is nicely designed.
It's easy to use from an agent perspective

Cons

The MAX client is a little clumsy to use and has a few drawbacks because it is a browser page. Among them are:
- Messages clear once viewed until there is a new message (all of them showing again is helpful.
- Notifications are saved cookies that get cleared at times when the browser is not even set to clear cookies.
- No dashboard options for agents.

Pros

I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business.

Cons

I'd love to be able to house our communications with agents in the software.

Pros

Ease of use, reporting stack and the support from the TAMs

Cons

I think QMA could be better regarding plans and reporting.