Wir helfen Unternehmen in Deutschland
seit 15 Jahren bei der Softwareauswahl

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.

NICE CXone Software - 1
NICE CXone Software - 2
NICE CXone Software - 3
NICE CXone Software - 4
NICE CXone Software - 5

Du bist nicht sicher, ob NICE CXone das Richtige ist? Mit einer beliebten Alternative vergleichen

NICE CXone

NICE CXone

4,2 (566)
71,00 $
Monat
Kostenlose Version
Kostenlose Testversion
128
38
4,2 (566)
4,1 (566)
4,0 (566)
VS.
Startpreis
Preisoptionen
Funktionen
Integrationen
Benutzerfreundlichkeit
Preis-Leistungs-Verhältnis
Kundenservice
1.250,00 €
Monat
Kostenlose Version
Kostenlose Testversion
161
8
3,8 (489)
3,8 (489)
3,9 (489)
Die grünen Bewertungsbalken geben an, welches Produkt gemessen an der Durchschnittsbewertung und der Zahl der Bewertungen am besten abschneidet.

Weitere gute Alternativen zu NICE CXone

Salesforce Marketing Cloud
Am besten bewertete Funktionen
Berichterstattung / Analyse
Kampagnenmanagement
Leadmanagement
RingCentral Contact Center
Am besten bewertete Funktionen
Anrufaufzeichnung
Anrufprotokoll
Weiterleitung von Anrufen (Call Routing)
Five9
Am besten bewertete Funktionen
Anrufaufzeichnung
Anrufprotokoll
Anrufüberwachung
UJET
Am besten bewertete Funktionen
Anrufaufzeichnung
Anrufüberwachung
Call-Center-Management
Zendesk Suite
Am besten bewertete Funktionen
Echtzeit-Chat für Kunden
Supportticket-Management
Ticket-Management
Genesys Cloud CX
Am besten bewertete Funktionen
Automatische Anrufverteilung
Call-Center-Management
VoIP-Verbindung
MiVoice Business Solution
Am besten bewertete Funktionen
Anrufüberwachung
Chat / Messaging
Konferenzschaltung
NextGen Office
Am besten bewertete Funktionen
Abrechnung & Rechnungsstellung
Reklamationsabwicklung
Verwaltung von Patientenakten
Cisco Jabber
Am besten bewertete Funktionen
Bildschirm teilen
Mobiler Zugriff
Zwei-Wege-Audio und -Video

Bewertungen über NICE CXone

Durchschnittliche Bewertung

Gesamt
4,2
Benutzerfreundlichkeit
4,2
Kundenservice
4,0
Funktionen
4,1
Preis-Leistungs-Verhältnis
4,1

Nutzerbewertungen nach Unternehmensgröße (Angestellte)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Bewertungen nach Punktzahl finden

5
46%
4
36%
3
11%
2
3%
1
3%
Bernard
Bernard
Cloud consultant
Verifizierter Nutzer auf LinkedIn
Telekommunikation, 2–10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Excellent CCaaS Leader

5,0 vor 2 Jahren
Untertitel auf Deutsch sind im Videoplayer verfügbar
Saskia
Saskia
Senior Director Sales Marketing in USA
Verifizierter Nutzer auf LinkedIn
Restaurants, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Excellent Resource; Future Versions Will Be Even Better

5,0 vor 8 Monaten

Kommentare: It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them.

Vorteile:

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Nachteile:

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time.

Emily
VP Contct Centers in USA
Gastgewerbe, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

InContact Review

4,0 vor 4 Jahren

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

vor 4 Jahren

Thanks for your detailed review, Emily!

Brittney
Director, Customer Support
Finanzdienstleistungen, 51–200 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung
Quelle: SoftwareAdvice

InContact Cloud Software

3,0 vor 8 Jahren

Kommentare: Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.

Vorteile:

The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.

Nachteile:

The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.

Amanda
Benefits Assistance Center Team Lead in USA
Versicherung, 501–1.000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

NICE CXone is a significant upgrade from our previous system!

4,0 vor 4 Monaten

Kommentare: Overall, our experience with NICE CXone has been above and beyond what we were hoping for. The customer service is amazing, and any time we have questions or any type of issue, we can bring it to our dedicated account manager, and he is super knowledgeable and always goes to bat for us when necessary.

Vorteile:

CXone has great call features. Very reliable, has all of the capabilities we need. Vast reporting options as well.

Nachteile:

The email capabilities are not nearly as advanced as the call features. We definitely are limited in some aspects of our email processes and would love for these features to be more developed in the future.

Shelly
3M Global Admin in USA
Telekommunikation, 10.000+ Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Dec.2019_3M_US_Admin_Support_inContact

4,0 vor 4 Jahren

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

vor 4 Jahren

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