NICE CXone

What differentiates NICE CXone from other similar products?

NICE has excellent scripting capabilities and makes routing calls and playing messages a breeze. I really like how simple it is to use CXone on the computers of the agents. It's really simple to add new users, change operating hours, add users to skills, update proficiency, and access call records.

What is your favorite aspect of this product?

It's incredibly simple to handle our own call routing without having to be a coder, and there are excellent customer support resources available if we can't figure it out on our own. NICE has been a fantastic tool that we use all day, every day to track real-time data from our call center. We have bulletin boards for agents, supervisors, managers, and even the executive team to view. Each group enjoys being able to check at a glance to see what they need to know about the day's progress.

What do you dislike most about this product?

The most difficult problem we've encountered was establishing supervisor dashboards; anyone with permissions can do so, and the menus become cluttered after a while. However, we are periodically able to cut down the views and get things looking reasonable again.

What recommendations would you give to someone considering this product?

This platform has been fantastic for us. The implementation staff was fantastic, and the after-sales service and support have been outstanding. I can search for solutions to my issues in the knowledge base, join a fast chat, or contact the technical account managers, but I always get prompt responses to whatever questions I have. They also convey all updates or service disruptions in a timely and informative manner.

What differentiates NICE CXone from other similar products?

NICE is more powerful than others in that it helped our company rise to the top of competitive industries by allowing us to create exceptional customer and employee experiences. This amazingly streamlined the way we used to work by creating an automated help desk that accelerated service delivery and gave our customers the comfort of mind that they were receiving services from the right brand.

What is your favorite aspect of this product?

I am impressed by its comprehensiveness; it creates an automated workplace where our customers receive services quickly, accelerating service delivery and providing an amazing experience to our customers. On the other hand, its automated capabilities free us from monotonous activities, allowing us to focus on vital business operations that will generate additional revenues for our company.

What do you dislike most about this product?

Because NICE considers chat in a digital content category, it will handle simultaneous texts and calls at the same time, which makes it difficult for us to use the omnichannel functionality as effectively as we would like. So we have to train agents to be proficient in both speech and text communication.

What recommendations would you give to someone considering this product?

Customers will choose you first, you'll be the first to innovate and advance, and you'll be the first to hire when you use NICE to serve your customers. NICE is more than just an automated contact center platform; it is a value driver for four organizations. It offers a single unified experience to customers, delivered by a central authority.

What differentiates NICE CXone from other similar products?

Our management team found it to be extremely advantageous, and they enjoy being able to remotely monitor productivity and oversee people's timetables, especially currently that everyone prefers to work remotely. It keeps a record of my progress and indicates how I stack up against my coworkers.

What is your favorite aspect of this product?

Overall, I like it a lot. I adore all of its aspects, but the greatest of them is the most wonderful and effective at making my job easier and more enjoyable for me. The best part is that I can see the complete squad, including their current availability. It's easy to gain a handle on things, and we can communicate with our consumers quickly.

What do you dislike most about this product?

There isn't much I don't like about it. I've only had one problem with it, and it was due to some internal issues that sometimes make audio calls choppy. Moreover, when calling a mobile phone while signing in, we rarely suffer a delay. Quite apart from that, I don't believe I've had any problems.

What recommendations would you give to someone considering this product?

NICE inContact is pretty simple to use after you've figured out where all the buttons are and have a full hang on its capabilities which is why I usually recommend doing some research before diving in. I also advise users to go through their documentation thoroughly because you need it when you are going to navigate it for the first time.