CXone Mpower

4,2 (584)
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Cloudgebaseerde software voor contactcenters

Totaalscore

4,2 /5
(584)
Prijs-kwaliteitverhouding
4,0/5
Functies
4,1/5
Gebruiksgemak
4,2/5
Klantenondersteuning
4,0/5

82%
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584 reviews

Ryan
Ryan
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Excellent VOIP Service

Beoordeeld op 19-5-2020

We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over...

We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.

Pluspunten

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.

Minpunten

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.

Overwogen alternatieven

Five9

Redenen om voor CXone Mpower te kiezen

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

Overgestapt van

Five9

Antwoord van NICE

We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.

Geverifieerde reviewer
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 10.000+ werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 6.0 /10

How "Nice" of You to Read My "inContact" Review!!

Beoordeeld op 25-2-2021

I am using this platform as a call center management system. Our Service Desk employees all use...

I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.

Pluspunten

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.

Minpunten

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.

Adam
Totaalscore
  • Sector: Consumentengoederen
  • Bedrijfsgrootte: 201-500 werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 0.0 /10

I can't use this

Beoordeeld op 31-8-2023

I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business...

I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.

Pluspunten

Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).

Minpunten

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.

Travis
Travis
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Swiss Army Knife

Beoordeeld op 27-10-2020

They are a fair and firm company that says what they will do, and they do what they say.

They are a fair and firm company that says what they will do, and they do what they say.

Pluspunten

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

Minpunten

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

Overwogen alternatieven

Twilio

Redenen om voor CXone Mpower te kiezen

I needed HIPAA compliance and a 99.99% SLA.

Overgestapt van

Twilio

Redenen om over te stappen op CXone Mpower

It had all of the products ready to go for omnichannel.
James
Totaalscore
  • Sector: Consumentendiensten
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

NICE CXone is Super Flexible

Beoordeeld op 8-2-2024

Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive...

Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive and provides options to our questions. Shout out to [sensitive content hidden]!

Pluspunten

Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance.

Minpunten

It's on the expensive side. However, you get what you pay for, so the value is certainly there.

Gary
Totaalscore
  • Sector: Verzekeringen
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

The pros and cons of Nice CXone

Beoordeeld op 6-2-2024

Pluspunten

The full suite of features and the constant innovation by Nice are incredible. The platform is very user friendly and I find the UX design to be very intuitive.

Minpunten

Tech Support lacks experience to address issues in a timely manner. Quite often they need to defer to back office, "non-customer facing" teams that slows response and resolution time, occasionally by weeks.

Anthony
Totaalscore
  • Sector: Bankwezen
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Great Platform

Beoordeeld op 5-2-2024

Pluspunten

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

Minpunten

I think QMA could be better regarding plans and reporting.

Juliana
Totaalscore
  • Sector: Nutsbedrijven
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Excellent Product

Beoordeeld op 6-6-2024

Pluspunten

QMA - is used daily and very user friendly, record keeping, reporting.

Minpunten

Sound Quality- not very good sound quality when conducting calibrations virtually or playing calls during meetings.

Kenneth
Totaalscore
  • Sector: Financiële dienstverlening
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

NICE for Me

Beoordeeld op 24-8-2023

I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no...

I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and understanding.This is what gives me a pleasure to know that I can expect when I interact with the resources.

Pluspunten

I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service.

Minpunten

Not much, but I would like to see additional training on areas like Studio.

Amy
Totaalscore
  • Sector: Informatiediensten
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Nonprofit that Highly Recommends NICE InContact

Beoordeeld op 24-8-2023

Overall, NICE InContact has been great in providing the technology infrastructure to run a...

Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center. The team offers high-level customer service and support.

Pluspunten

The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.

Minpunten

Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix.

Warren
Totaalscore
  • Sector: Management non-profit organisaties
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Have been using NICE inContact since 2009

Beoordeeld op 25-6-2020

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we...

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

Pluspunten

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Minpunten

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

Antwoord van NICE

Thanks for your feedback, Warren!

Mikko Jerome
Totaalscore
  • Sector: Outsourcing/Offshoring
  • Bedrijfsgrootte: 10.000+ werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

NICE CXone Review

Beoordeeld op 28-12-2023

My overall experience with NICE CXone is superb and I will recommend it.

My overall experience with NICE CXone is superb and I will recommend it.

Pluspunten

The tools and how easy it is to explore and identify the well-organized procedure.

Minpunten

Everything is good since it was easy to use.

Robin
Totaalscore
  • Sector: Voedselproductie
  • Bedrijfsgrootte: 51-200 werknemers
  • Maandelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 0.0 /10

Invoicing Problematic

Beoordeeld op 4-6-2024

Pluspunten

Customer service does reach out, but requests not followed through on

Minpunten

That every single month I have to email for an invoice. I have asked numerous times to automatically send us invoices monthly. You take our money every month on autopay but always fail to email the invoices. I always have to reach out to you. We constantly have problems with the portal saving passwords and not allowing us to log on. Customer service alleges they have assisted and set us up, but next month I try and can't log in again.

Antwoord van NICE

Thank you for being a NICE CXone customer. We are very sorry to hear you've had issues with billing. If you'd like additional help navigating this issue, please reach out the email address provided in our response. Thank you for providing feedback to help us serve you better!

Geverifieerde reviewer
Totaalscore
  • Sector: Telecommunicatie
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

My experiance as a team lead with NICE CXone

Beoordeeld op 18-5-2023

As a totally remote operation, It prove to be an invaluable tool and was easy to monitor and grade...

As a totally remote operation, It prove to be an invaluable tool and was easy to monitor and grade our representatives' performance.

Pluspunten

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.

Minpunten

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.

Overwogen alternatieven

RingCentral Contact Center en UJET

Redenen om over te stappen op CXone Mpower

Cost and personalization
jonnnylou
Totaalscore
  • Sector: Automotive
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Nice CXone Review

Beoordeeld op 17-11-2023

Overall is goods since, I used this application in everyday work

Overall is goods since, I used this application in everyday work

Pluspunten

You can manage your call using this application.

Minpunten

Maybe the design of the application, IT is old unlike in other

Kamal
Totaalscore
  • Sector: Financiële dienstverlening
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 5.0 /10

Interactions feedback

Beoordeeld op 7-6-2023

Pluspunten

It’s a neat product for building contact centers

Minpunten

Monitoring and lack of control on the backend systems

Alexis
Totaalscore
  • Sector: Consumentendiensten
  • Bedrijfsgrootte: 201-500 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

It's so nice we got this tool Nice inContact

Beoordeeld op 19-2-2023

It has generally been successful since it enables us to complete our work on time and in accordance...

It has generally been successful since it enables us to complete our work on time and in accordance with the designated work schedule for the day. My work became much easier thanks to this software.

Pluspunten

The ability to look up our audio files and the system logs of our activities during our shift appealed to me a lot. Keeping track of one another's schedules has another advantage. I enjoy having access to earlier calls in order to help a disappointed customer. The callback option keeps our customers happy, and they consistently provide us with positive feedback when we quickly return their calls. These are only a few of the many elements that contribute to the software's user-friendliness.

Minpunten

So far, I haven't discovered anything I dislike. I've always utilized it myself without need assistance from another person to make changes.

Mohamed
Totaalscore
  • Sector: Bankwezen
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Improve call center operations to achieve lean management

Beoordeeld op 22-1-2023

NICE CXone helps us assess the volume of incoming calls and decide how many resources to convert...

NICE CXone helps us assess the volume of incoming calls and decide how many resources to convert into a process. We can also see what the team has been doing to keep things under control.

Pluspunten

NICE CXone helps us run our call center daily, reduce work, and increase capacity. User-friendly interface with everything displayed. Understanding our team members call productivity is critical, and I appreciate customizing tools to my preferences in the most efficient way possible. I like that NICE CXone stores calls in the cloud and offers various ways to quickly access and track calls, and NICE CXone dashboards provide fine detail, which I enjoy. I love the click-to-call feature.

Minpunten

Not much, since NICE CXone is accurate and the user should have enough training to use it successfully, however, I sometimes find it challenging to set up all the tools on the watch page, which I understand, but I don't need it because I need to keep track of so many teams.

Shella
Totaalscore
  • Sector: Financiële dienstverlening
  • Bedrijfsgrootte: 5.001-10.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Accessible and convenient

Beoordeeld op 27-11-2022

Excellent, smooth and awesome

Excellent, smooth and awesome

Pluspunten

Provide accurate data, user friendly and very easy to use.

Minpunten

none so far, if there will be, will keep you updated.

Paul
Totaalscore
  • Sector: Medische apparatuur
  • Bedrijfsgrootte: 10.000+ werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Call Center software with great functionality

Beoordeeld op 11-12-2018

Before utilizing a call center software we provided our individual teams members phone numbers to...

Before utilizing a call center software we provided our individual teams members phone numbers to the customers. This created multiple issues that were unsustainable as the organization grew. Customer complaints started to rise that we were not reachable via phone, that voicemails were not returned in a timely fashion or at all, and there was no data available to evaluate staffing performance and additional resource requirements. InContact solved the majority of these issues and we are now able to not only evaluate the points above, but also categorize the calls through dispositions used to improve call routings. However, there is no report that actually includes all three disposition fields. Only the primary disposition and the disposition comments are available in canned or custom data reports, the secondary disposition can only be reviewed for each call individually in the contact history report.

Pluspunten

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.

Minpunten

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.

Amanda
Totaalscore
  • Sector: Telecommunicatie
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 0.0 /10

Clunky software that does the bare minimum.

Beoordeeld op 2-12-2020

Overall it could be a lot better from a user standpoint.

Overall it could be a lot better from a user standpoint.

Pluspunten

It works most of the time. There is not much else to say about what I do like because it is few and far between. Maybe pay more for technological improvements and less for celebrity keynote speakers.

Minpunten

Very buggy. We have had the software go down in the past quite a few times and the resolution is not always quick from support. Most of the time they blame our end or something on our end when it is not on our end at all. Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system. There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not. Sometimes people have to reboot their whole network in order for them to not have issues with incontact(they have no issues with ANY other programs but incontact when this occurs).

Adolfo
Totaalscore
  • Sector: Gezondheid, wellness en fitness
  • Bedrijfsgrootte: 501-1.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Connect with technology's best

Beoordeeld op 6-12-2022

This is an amazing arrangement and plugs in impeccably with other Decent items like IEX, QR WFM,...

This is an amazing arrangement and plugs in impeccably with other Decent items like IEX, QR WFM, and so on. It's so much simpler for the dev group to arrange, incorporate and alter the client experience. The screen is smooth and intuitive.

Pluspunten

A great and powerful arrangement of telephony and organization when it's most needed in the work environment.

Minpunten

It would be great to add SMS features or instant messaging in the future because it doesn't have that right now.

Oscar
Totaalscore
  • Sector: Consumentendiensten
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 5.0 /10

Good service, but needs improvements.

Beoordeeld op 9-9-2021

It's good overall, but as mentioned before, it can get better.

It's good overall, but as mentioned before, it can get better.

Pluspunten

It's easy to use and navigate. The most important features are there.

Minpunten

The software needs a face lift and more features for metrics will be good. Also, improving the services it already has will be nice.

Mark
Totaalscore
  • Sector: Bankwezen
  • Bedrijfsgrootte: 5.001-10.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Summary

Beoordeeld op 10-11-2020

I use Active Contacts on the Pre-Built Reports and it is very sloppy not very accurate shows many...

I use Active Contacts on the Pre-Built Reports and it is very sloppy not very accurate shows many call that are not there in reality and have to filter the usable information. the biggest thing I would love to see is a exemption to the timer on turning off. We sue the views in a Command Center on a view that when it times out is a pain to get back , have to log back in and go the to views and adjust them, I would love to be able to turn the timer off.

Pluspunten

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

Minpunten

Has glitches and slow to respond at time's ,

Miles
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 4.0 /10

Terrible Onboarding Experience

Beoordeeld op 11-3-2020

It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but...

It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.

Pluspunten

Up time is good, WFM integration with the basic telephony is nice.

Minpunten

The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later.

When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.

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Antwoord van NICE

Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at [email protected].

Thanks so much for your feedback.