Was ist NICE 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.
Wer verwendet NICE CXone?
Kontaktcenter in kleinen, mittleren, großen und Regierungsorganisationen verwenden NICE inContact CXone, um außergewöhnliche Kundenerlebnisse über alle Kanäle, ob digital oder telefonisch, zu bieten.
Wo kann NICE CXone bereitgestellt werden?
Cloud, SaaS, webbasiert, Windows (On-Premise), Linux (On-Premise)
Über den Anbieter
- NICE inContact
- Ansässig in Salt Lake City, USA
- 1997 gegründet
- Telefon-Support
- 24/7 Live-Support
- Chat
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Über den Anbieter
- NICE inContact
- Ansässig in Salt Lake City, USA
- 1997 gegründet
- Telefon-Support
- 24/7 Live-Support
- Chat
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Bewertungen über NICE CXone

Shanice P.
Nice Interface
Kommentare: I loved the app it helped my agents perform their jobs more efficiently
Vorteile:
I love how i was able to control the information uploaded into the software for employees to manage.
Nachteile:
The setup process is not easy if your not knowledgeable of the content and or company your using the software for
Emily M.
In Betracht gezogene Alternativen:
InContact Review
Vorteile:
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.
Nachteile:
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.
Antwort von NICE inContact
vor 2 Jahren
Thanks for your detailed review, Emily!
Verifizierter Rezensent
Omnichannel, Multi-site, International Contact Center
Kommentare: 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.).
Vorteile:
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.
Nachteile:
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.
Antwort von NICE inContact
vor 2 Jahren
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.
Shelly W.
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 von NICE inContact
vor 2 Jahren
We're so happy to hear about your great experience! Thank you, Shelly!
Nathan V.
In Betracht gezogene Alternativen:
Unsatisfied with the support
Kommentare: Very little though it is simple enough to get setup and having the agents use it when needed.
Vorteile:
The ease of use to setup and have an agent use the platform with very little training or other hand holding.
Nachteile:
The reporting is in need of some help. The reports are intuitive and at times seem to report data different than what we would see in real time.
Antwort von NICE inContact
vor 2 Jahren
Nathan, thanks for your feedback. We certainly want you to have a better experience with Support and we'll forward your feedback to the appropriate team members for attention. Please contact us at corporatecommunications@niceincontact.com if you have any additional feedback. Thank you.