Sobre NICE CXone

NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests and helps businesses connect with their customers via multiple channels such as inbound/outbound voice calls, email, voicemail, chat, social media and more. NICE inContact offers various call routing features, like IVR, CTI and ACD. The system also includes workforce optimization capabilities such as e-learning, hiring and workforce management. The blended predictive dialer tool offers call blending, message lay-down dialing, call suppression and auto dialer for blended call centers. The solution seamlessly integrates with popular CRM applications like Salesforce and Oracle Service Cloud. NICE InContact can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Customer service and support applications are also available as part of the integrated suite.
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Vídeo de NICE CXone
NICE CXone Software - 1 - miniatura
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Precios de NICE CXone

NICE CXone no tiene versión gratuita, pero ofrece una prueba gratis. La versión de pago de NICE CXone está disponible a partir de 100,00 US$/mes.

Precio inicial:
100,00 US$/mes
Versión gratuita:
No
Prueba gratuita:

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Opiniones de NICE CXone

Evaluación de función

Relación calidad-precio
4,0
Funcionalidad
4,1
Facilidad de uso
4,2
Asistencia al cliente
4,0
5 opinones sobre 518 Ver todas las opiniones
Shanice P.
  • Sector: Telecomunicaciones
  • Tamaño de la empresa: 5.001-10.000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la opinión
Relación calidad-precio
5
Funciones
5
Facilidad de uso
5
Asistencia al cliente
4

5
Publicado el 16/5/2022

Nice Interface

I loved the app it helped my agents perform their jobs more efficiently

Puntos a favor

I love how i was able to control the information uploaded into the software for employees to manage.

Desventajas

The setup process is not easy if your not knowledgeable of the content and or company your using the software for

Ryan C.
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
5
Funciones
5
Facilidad de uso
5
Asistencia al cliente
5

5
Publicado el 19/5/2020

Excellent VOIP Service

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.

Puntos a favor

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.

Desventajas

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.

Alternativas consideradas

Five9

Razones para elegir NICE CXone

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

Software anterior

Five9

Respuesta de NICE inContact

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

Respondido el 1/7/2020
Usuario verificado
  • Sector: Software informático
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
0
Funciones
4
Facilidad de uso
5
Asistencia al cliente
4

5
Publicado el 3/6/2022

User friendly support center platform

We've been using Nice CXone for last few years and the overall experience is generally positive. The software contains all the support center functionality that you need and can be administered easily. The team likes to use the platform because it's straightforward and user friendly. We are happy with the choice

Puntos a favor

User intuitive application with easy navigation experience for both agents and administrators
Length and breadth of reports - inbuilt reports are mostly sufficient. It's easy to create your own custom reports and it does not require any special skill
Can be used for inbound and outbound calls
Call recordings can be easily saved on the cloud
Excellent integration capabilities, we've integrated with Salesforce with good results

Desventajas

Call clarity when you configure cell phone to receive calls
Long drawn process of procuring toll free numbers for some regions
Occasional connectivity issues, however it's a thing of past and lot more reliable now

Usuario verificado
  • Sector: Hostelería
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
0
Funciones
3
Facilidad de uso
4
Asistencia al cliente
4

3
Publicado el 11/11/2019

Omnichannel, Multi-site, International Contact Center

InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).

Puntos a favor

InContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform.

Desventajas

We skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to.
Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication.
Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system.

Respuesta de NICE inContact

Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams.

Respondido el 25/11/2019
Emily M.
  • Sector: Hostelería
  • Tamaño de la empresa: 10.000+ empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
4
Funciones
4
Facilidad de uso
5
Asistencia al cliente
5

4
Publicado el 21/5/2020

InContact Review

Puntos a favor

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.

Desventajas

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.

Alternativas consideradas

Five9

Razones para elegir 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.

Software anterior

Five9

Razones para cambiar a NICE CXone

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

Respuesta de NICE inContact

Thanks for your detailed review, Emily!

Respondido el 1/7/2020

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