NICE inContact CXone

NICE inContact CXone

von NICE inContact

Wer verwendet NICE inContact CXone?

Kontaktcenter in kleinen, mittleren, großen und Regierungsorganisationen verwenden NICE inContact CXone, um außergewöhnliche Kundenerlebnisse über alle Kanäle, ob digital oder telefonisch, zu bieten.

Was ist NICE inContact CXone?

NICE inContact ist eine führende Cloud-Plattform für Kundenerlebnisse. CXone bietet Omnichannel-Routing, Analyse, Personaloptimierung, Automatisierung und KI und ermöglicht Unternehmen jeder Größe, außergewöhnliche Kundenerlebnisse über mehrere Kanäle hinweg zu bieten.

NICE inContact CXone – Details

NICE inContact

https://www.niceincontact.com

Gegründet 1997

NICE inContact CXone – Preisübersicht

NICE inContact CXone bietet keine Gratisversion und keine kostenlose Testversion. Weitere Preisinformationen für NICE inContact CXone findest du unten.

Kostenlose Version

Nein

Gratis Testen

Nein

Einsatz

Cloud, SaaS, Web

Training

Persönlich

Live Online

Webinare

Dokumentation

Kundenbetreuung

24/7 (Live Vertreter)

Support während der Geschäftszeiten

Online

NICE inContact CXone Funktionen

Call Center Software
Anrufaufzeichnung
Anrufprotokoll
Anruftext-Aufzeichnung
Berichterstattung / Analyse
Echtzeit-Chat
Eskalationsmanagement
Gemischtes Call-Center
Inbound Callcenter
Kampagnenmanagement
Manuelles Wahlsystem
Outbound-Callcenter
Progressives Wählersystem
Prädiktive Wähler
Sprachdialogsystem (IVR)
Warteschlangenmanagement
Anrufaufzeichnung
Anruftext-Aufzeichnung
Anrufverteilung
CRM
Call Scheduling
Power Dialer
Preview Dialer
Progressives Wählersystem
Prädiktive Wähler
Automatisiertes Routing
Dokumentenspeicher
E-Mail-Integration
Echtzeit-Chat
IT-Asset-Management
Kundenspezifisches Branding
Management von Dienstgütevereinbarungen (SLA)
Multi-Channel-Kommunikation
Netzwerküberwachung
Self-Service Portal
Ticket-Management
Verfolgung von Interaktionen
Warnungen / Eskalation
Wissensbasis-Management
Anrufaufzeichnung
Anrufprotokoll
Call Center
Mehrfache Skripts
Stimmenanpassung
Telefon-Tasteneingabe
Text in Sprache (verwandeln)
Umfrage-Management
Voice-Mail
Weiterleitung von Anrufen (Call Routing)
Call-Center-Management
E-Mail-Management
Leistungskennzahlen
Live-Chat
Self-Service Portal
Social-Media-Integration
Terminverwaltung
Umfragen & Feedback
Virtueller Assistent
Warnungen / Eskalation
Warteschlangenmanagement
Wissensdatenbank
Workflow-Management
Auftragnehmer-Management
Bedarfsplanung
Budgetierung/Prognosen
Fähigkeiten-Nachverfolgung
Lebenszyklus-Management für Mitarbeiter
Leistungskennzahlen
Mitarbeitereinsatzplanung
Personalbeschaffungs-Management
Variable Mitarbeiter
Zeit- und Anwesenheitsmanagement
Anrufaufzeichnung
Anrufergebnisse
Anrufüberwachung
FCC-Compliance
FTC-Compliance
Kampagnen-spezifische Anrufer-ID
Kontaktmanagement
Lead-Erfassung
Leadmanagement
Rückruf-Terminplanung
Umleitung der Anrufe
Archivierung
Aufzeichnung bei Bedarf
Aufzeichnung der Bildschirmaktivität
Bookmarking-Aufzeichnung
Dateitransfer
Ereignisgesteuerte Berichtserstattung
Programmierte Aufnahme
Sofortiger Abruf
Teilen von Anrufen
Verteilte Anrufaufzeichnung
Videoanruf-Aufzeichnung
Anrufüberwachung
Automatisches Telefonwählgerät
Berichterstattung / Analyse
Call-Center-Management
IVR / Spracherkennung
Kontaktmanagement
Prädiktive Wähler
Telemarketing-Management
VoIP (IP-Telefonie)

NICE inContact CXone – Nutzerbewertungen

Zeigt 5 von 265 Nutzerbewertungen

Gesamt
4.1/5
Benutzerfreundlichkeit
4.1/5
Kundenservice
3.8/5
Funktionen
4/5
Preis-Leistungs-Verhältnis
3.8/5
Elias alirio M.
Facilitator
Telekommunikation, 5.001-10.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    5/5
  • Kundenbetreuung
    Nicht bewertet
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 29.7.2019

"Cannot complain"

Vorteile: 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.

Nachteile: 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.

Antwort des Softwareanbieters

von NICE inContact an 6.8.2019

Hi Elias. Thank you for the wonderful feedback! We're delighted to know that you're keeping up with our upgrades and latest features. We're always striving to get better at NICE inContact, so we'll share your comments with our team.

  • Quelle des Nutzers 
  • Bewertet am 29.7.2019
Shelly W.
3M Global Admin
Telekommunikation, 10.001+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    3/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    5/5
  • Wahrscheinlichkeit der Weiterempfehlung
    10/10
  • Quelle des Nutzers 
  • Bewertet am 12.12.2019

"Dec.2019_3M_US_Admin_Support_inContact"

Kommentare: Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience

Vorteile: 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

Nachteile: 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.

Antwort des Softwareanbieters

von NICE inContact an 6.1.2020

We're so happy to hear about your great experience! Thank you, Shelly!

  • Quelle des Nutzers 
  • Bewertet am 12.12.2019
Ashton M.
Telecommunication administrator
Luxusgüter & Schmuck, 1.001-5.000 Mitarbeiter
Verwendete die Software für: 6-12 Monate
  • Gesamtbewertung
    5/5
  • Benutzerfreundlichkeit
    5/5
  • Eigenschaften & Funktionalitäten
    4/5
  • Kundenbetreuung
    5/5
  • Preis-Leistungs-Verhältnis
    Nicht bewertet
  • Wahrscheinlichkeit der Weiterempfehlung
    8/10
  • Quelle des Nutzers 
  • Bewertet am 11.3.2020

"Great product"

Vorteile: I love the IVR system that they have. It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.

Nachteile: The call quality is high but if you have headsets that aren't very good it can create issues with audio.

  • Quelle des Nutzers 
  • Bewertet am 11.3.2020
Lindsay G.
2-1-1 Services Manager
Bürgerliche & soziale Einrichtungen, 13-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    4/5
  • Benutzerfreundlichkeit
    3/5
  • Eigenschaften & Funktionalitäten
    3/5
  • Kundenbetreuung
    4/5
  • Preis-Leistungs-Verhältnis
    4/5
  • Wahrscheinlichkeit der Weiterempfehlung
    7/10
  • Quelle des Nutzers 
  • Bewertet am 12.12.2019

"Overall a good product"

Kommentare: Overall, I'm happy with InContact. The only thing I wish is that support was more helpful when it comes to using the features, and why the glaring discrepancy in reporting numbers from 2 separate reports that seems like they should be reporting on the same metric. (See Cons response, above) Aside from that issue, I've been very happy.

Vorteile: 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.

Nachteile: 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.

Antwort des Softwareanbieters

von NICE inContact an 17.1.2020

Thank you Lindsay. We're glad to hear about your positive experiences as well as your challenges with reporting. We will pass your comments along to the support team.

  • Quelle des Nutzers 
  • Bewertet am 12.12.2019
Miles D.
Director of Support
Computer-Software, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
  • Gesamtbewertung
    3/5
  • Benutzerfreundlichkeit
    2/5
  • Eigenschaften & Funktionalitäten
    2/5
  • Kundenbetreuung
    1/5
  • Preis-Leistungs-Verhältnis
    2/5
  • Wahrscheinlichkeit der Weiterempfehlung
    4/10
  • Quelle des Nutzers 
  • Bewertet am 11.3.2020

"Terrible Onboarding Experience"

Kommentare: 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.

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

Nachteile: 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.

  • Quelle des Nutzers 
  • Bewertet am 11.3.2020