NICE CXoneとは

VR、スキルベースのルーティング、AI、コール・ブレンディング、分析を提供するクラウド・コンタクトセンター・ソフトウェア。

NICE CXoneの詳細

良いポイント:

It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.

改善してほしい点:

Sometimes, calls get dropped automatically, which reflects as "refused," and negatively impacts employee efforts.

NICE CXoneの評価

評価ポイント

使いやすさ
4.2
カスタマーサービス
4.0
機能
4.1
価格の妥当性
4.0

おすすめ度

7.7/10

NICE CXoneの総合評価は4.2/5星です。 (キャプテラに寄せられた539件のレビューより集計)。

NICE CXoneを使用したことがありますか?

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レビューを絞り込む (539件)

Bernard
Bernard
Cloud Applications Consultant
認証済みLinkedInユーザー
小売, 11~50の従業員数
ツール使用期間: 2年以上
投稿者のソース

Excellent CCaaS Leader

5.0 昨年
動画プレイヤーで日本語字幕を表示できます
Ryan
Ryan
アメリカのIT Manager
認証済みLinkedInユーザー
情報技術、情報サービス, 51~200の従業員数
ツール使用期間: 2年以上
投稿者のソース

Excellent VOIP Service

5.0 3 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.

NICE inContactからの返信

3 年前

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

Annie
チリのTeam Lead, Customer Success
通信, 51~200の従業員数
ツール使用期間: 6~12か月
投稿者のソース

All-in-One Contact Center Solution for Every Business Need

5.0 2 か月前 新着

製品を使ってみた感想: Overall, NICE CXone is an excellent contact center solution for businesses of all sizes. It is feature-rich, customizable, and user-friendly, making it a great choice for businesses looking for an all-in-one contact center solution.

良いポイント:

NICE CXone has been an invaluable asset to our business. It is a powerful, all-in-one contact center solution that has streamlined our customer service operations and allowed us to provide superior service to our customers. The features are highly customizable and the user-friendly dashboard makes it easy to manage and monitor our customer service performance.

改善してほしい点:

The only downside to NICE CXone is that the initial setup and implementation can be complicated and time-consuming. The software is also quite expensive when compared to other similar solutions on the market.

Miles
アメリカのDirector of Support
コンピュータ・ソフトウェア, 51~200の従業員数
ツール使用期間: 1年以上
投稿者のソース

検討した類似製品:

Terrible Onboarding Experience

3.0 3 年前

製品を使ってみた感想: 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.

良いポイント:

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

改善してほしい点:

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.

NICE inContactからの返信

3 年前

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.

Zeynel
カナダのSocial Media Manager
メディア制作, 11~50の従業員数
ツール使用期間: 6~12か月
投稿者のソース

Highly Impressed by the All-in-One Service of NICE CXone

5.0 2 か月前

製品を使ってみた感想: I have been using NICE CXone for a few months now and I have been very pleased with the results. The user interface is highly intuitive and I have been able to customize it to meet my specific needs. It is also a great value for money and I would highly recommend it to any business looking for an all-in-one contact center solution.

良いポイント:

I am very impressed by the all-in-one service that NICE CXone offers. It has an efficient and easy-to-use user interface, and provides a comprehensive set of features for contact centers. It is also well-integrated with popular CRM and helpdesk software, which makes it convenient to manage customer interactions.

改善してほしい点:

The only issue I have faced with NICE CXone is that it is not the most cost-effective solution. However, considering the features it offers, it is worth the price.

Mohamed
ヨルダンのAssociate Payments
銀行, 1,001~5,000の従業員数
ツール使用期間: 2年以上
投稿者のソース

Improve call center operations to achieve lean management

5.0 2 か月前 新着

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.

Nakeshia
アメリカのService Desk
情報技術、情報サービス, 10,000+の従業員数
ツール使用期間: 6~12か月
投稿者のソース

CXOne the good and bad

3.0 2 年前

良いポイント:

This software provides large call centers the ability to watch agents on calls, easily transfer to coworkers, check calls holding and statuses. It also gives management the ability to monitor calls very effectively

改善してほしい点:

The software loosing connection and sometimes just plain doesnt work. The software will drop calls in mid conversation making agents have to log out and back in during mid shift.

Dwana
アメリカのCustomer Service Representative
運輸、トラック、鉄道, 501~1,000の従業員数
ツール使用期間: 1~5か月
投稿者のソース

NICE CXone to the rescue

3.0 4 か月前

製品を使ってみた感想: With Nice, we were able to get members to transfer over to the right department and quicker service time. NICE made it easier to hear members because they came through clearer.

良いポイント:

The features that impacted my job daily were transferring callings, making outbound callings, and being able to reach out to a supervisor when needing help. Integration with the existing call group and being able to reach out to help members was done with ease with NICE.

改善してほしい点:

The system would freeze when we get a lot of calls and I can hear the member, but the member couldn't hear me on the call. I would have to sign out, and back into the system. Now, this was so unprofessional to have to do daily with this system.

Mike
Mike
アメリカのStudent Success Manager
認証済みLinkedInユーザー
高等教育, 201~500の従業員数
ツール使用期間: 2年以上
投稿者のソース

NICE inContact might be a great for you, but it isn't right for me

3.0 4 年前

製品を使ってみた感想: I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the Agent.

良いポイント:

Calls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features.

改善してほしい点:

It's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market.

Alexis
フィリピンのCSR
消費者サービス, 201~500の従業員数
ツール使用期間: 2年以上
投稿者のソース

It's so nice we got this tool Nice inContact

5.0 先月 新着

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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

Heather
フィリピンのCustomer Service Representative
認証済みLinkedInユーザー
消費者サービス, 51~200の従業員数
ツール使用期間: 6~12か月
投稿者のソース

Precise Call Management

5.0 2 か月前 新着

製品を使ってみた感想: My overall experience was great. They have great call recordings, great audio, and most of all you can manage your schedule by yourself.

良いポイント:

I really liked the feature where we can find our call recordings and timestamps of our activities throughout our shift. It helps agents to keep track of their individual schedules.

改善してほしい点:

It's the call toggling for me. Since all agents are queued according to who was available first, agents can toggle to have their queue go down and be at the bottom.

Ashton
アメリカのTelecommunication administrator
高級品、ジュエリー, 1,001~5,000の従業員数
ツール使用期間: 6~12か月
投稿者のソース

Great product

5.0 3 年前

良いポイント:

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.

改善してほしい点:

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

NICE inContactからの返信

3 年前

Thanks for your review, Ashton! Glad to know about your experience!

Lisa
アメリカのSupplier Performance & Relationship Mgr
保険, 1,001~5,000の従業員数
ツール使用期間: 2年以上
投稿者のソース

検討した類似製品:

NICE InContact XCone feedback

4.0 4 年前

製品を使ってみた感想: Initial implementation issues have been resolved so now we're in more of a sustainment mode. Issues have reduced and we're doing well.

良いポイント:

SaaS and it's integration capabilities with the other NICE products such as WFM, RTAM and Analytics.

改善してほしい点:

The vendor still operates like 3 separate companies.

NICE inContactからの返信

4 年前

Hi Lisa, Thank you for your review. We're glad to hear that you are having a good experience. We will share your feedback with our teams.

David
アメリカのCustomer Service Manager
スポーツ, 51~200の従業員数
ツール使用期間: 2年以上
投稿者のソース

検討した類似製品:

I don't know all the options

5.0 3 年前

製品を使ってみた感想: We like incontact but we are a smaller company and everything cost money and I don't know if we are getting everything out of what we are currently paying.

良いポイント:

I like that I can use the stuido for the most part to better my call center with out a lot of extra work.

改善してほしい点:

I think I don't know all the features that come with incontact, can you drag email into the group, how does call back work.

NICE inContactからの返信

3 年前

David, thanks for your comments. We strongly suggest reaching out to your technical account manager for help and to understand all of the capabilities of the product. It will certainly help.

Eric
アメリカのIT Analyst
小売, 10,000+の従業員数
ツール使用期間: 1年以上
投稿者のソース

Decent solution with room for improvement

4.0 3 年前

製品を使ってみた感想: Using the platform gave us more flexibility for how we handle our calls and report on call center metrics. We are not sure though that it is worth the premium price we pay for this solution compared to what we could have had if we would have upgraded our premise-based ACD system that we replaced. We pay over $45k per month for fewer than 100 users and that's not even using all of the modules. We also have to pay that cost every month, forever or until we choose a different solution. Premise based might be a better value for our operation if we have a chance to choose again.

良いポイント:

The software has a lot of customizability and tons of features. Deployment and training for users is easy.

改善してほしい点:

There are definitely limitations for some features at standard and to get advanced modules and functions the solution becomes VERY expensive.

NICE inContactからの返信

3 年前

Eric, thanks for your review. Please reach out to your technical account manager if we can help make your experience better.We'd love to hear from you.

Steven
のWorkforce Manager
, 51~200の従業員数
ツール使用期間: 1~5か月
投稿者のソース
ソース:SoftwareAdvice

Constant Service Issues, Terrible Customer Support

2.0 6 年前

製品を使ってみた感想: While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes. The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault. For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility. The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help. Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid. The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service. As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal.

良いポイント:

Reports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.

改善してほしい点:

- Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services

BRANDON
アメリカのManager, Telecommunications
インターネット, 1,001~5,000の従業員数
ツール使用期間: 2年以上
投稿者のソース

USERHUB Review - RentPath

5.0 3 年前

良いポイント:

I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time.

改善してほしい点:

As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column.

NICE inContactからの返信

3 年前

Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams.

Clinton
アメリカのContact Center Manager
金融サービス, 5,001~10,000の従業員数
ツール使用期間: 2年以上
投稿者のソース

CXOne reminds me of a shiny, sleek, sports car powered by a go-cart engine.

4.0 2 年前

製品を使ってみた感想: It was much better several years ago but with every recent "upgrade" it has gotten worse. Latency is extreme to the point that all managers within our Contact Center have pleaded with our technology department to be removed from Single Sign On which we were only granted several weeks. As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart our computers, etc. The ACD screen freezes consistently and we are DAILY reaching out to our WFM team and asking them to move agents in and out of skills due to our timeouts and latency. These are truly daily occurrences and not the ramblings of a disgruntled user that is inconvenienced on an occasional basis.

良いポイント:

The Dashboards are easy to configure and provide a nice view that you can tailor to both your department and/or individual needs.

改善してほしい点:

As mentioned above, the Dashboards are very nice but I am often 2-3 minutes behind from a "real-time" view. Additionally, the most basic enhancements seem near impossible to consider as I'm regularly told "the system wasn't built that way". The Real Time Adherence view is a great example of this as I'll be monitoring 50 agents with an additional 10-15 that aren't even in a working state (in some case, even employees that do NOT work within the Contact Center). Basically, I'm looking at a bunch of "white noise" on the RTA screen instead of agents solely within my department. The issues may very well be concerns with my employer's technology team but since they are the ones in direct discussion with inContact, I just have to go by what they are saying.

Anallyn
フィリピンのQuality Manager
銀行, 10,000+の従業員数
ツール使用期間: 6~12か月
投稿者のソース

NICE inContact for Call Center Management

5.0 2 年前

製品を使ってみた感想: At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :).

良いポイント:

Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities. 1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization. 2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls. 3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates. 4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on.

改善してほしい点:

Some of the thing s I least like with the software are. 1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. 2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded.

JaLisa
アメリカのSenior Learning & Development Specialist
保険, 201~500の従業員数
ツール使用期間: 2年以上
投稿者のソース

NICE Review

3.0 4 年前

良いポイント:

We use this to record all of our contact center calls. I also use this to run reports and look for trends. The analytics piece can be a helpful tool in identifying these trends.

改善してほしい点:

This system is not user friendly. If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do. Also, the KPIs could be a useful tool but are very confusing. It is also really expensive.

NICE inContactからの返信

4 年前

Hello JaLisa, Thank you for your comments. We're glad that the capabilities for real-time analytics and reports have been useful in helping identify trends for your contact center. You may also want to check out a new feature in our Customer Community that lets you submit product ideas that the entire community can vote on. We now have over 1,000 customers involved. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. If you need additional assistance with the registration, please email us at [email protected] Again, thank you for providing your feedback. We look forward to innovating together!

Mark
アメリカのSr. Analyst III
銀行, 5,001~10,000の従業員数
ツール使用期間: 2年以上
投稿者のソース

Summary

4.0 2 年前

製品を使ってみた感想: 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.

良いポイント:

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

改善してほしい点:

Has glitches and slow to respond at time's ,

Elias Alirio
エルサルバドルのFacilitator
認証済みLinkedInユーザー
通信, 5,001~10,000の従業員数
ツール使用期間: 1年以上
投稿者のソース

Cannot complain

5.0 4 年前

良いポイント:

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.

改善してほしい点:

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.

NICE inContactからの返信

4 年前

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.

Amanda
アメリカのCall Center Supervisor
通信, 501~1,000の従業員数
ツール使用期間: 2年以上
投稿者のソース

Clunky software that does the bare minimum.

3.0 2 年前

製品を使ってみた感想: Overall it could be a lot better from a user standpoint.

良いポイント:

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.

改善してほしい点:

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).

Sharon
アメリカのTelecom Analyst
エンタテインメント, 5,001~10,000の従業員数
ツール使用期間: 2年以上
投稿者のソース

Great business partnership

4.0 3 年前

製品を使ってみた感想: Overall, it's been a very good experience. We hit a few bumps in the beginning of the relationship, but we were undergoing a major technology change - that's bound to happen. Those bumps were smoothed over by the wonderful account teams that we've had - I can honestly say that there are very few complaints I can think of about each and every employee I've interacted with at Nice inContact. Employees are highly responsive, quick to respond when called upon, and are generally extremely helpful and a pleasure to work with. Keep it up!

良いポイント:

I can honestly say that there are very few complaints I can think of about each and every employee I've interacted with at Nice inContact. Employees are highly responsive, quick to respond when called upon, and are generally extremely helpful and a pleasure to work with.

改善してほしい点:

The products we consume were described as all "point, click and drag". The scripting is not simple, and requires a certain skill level to maintain and support.

NICE inContactからの返信

3 年前

Thanks for your partnership and your feedback, Sharon!

認証済みレビュアー
認証済みLinkedInユーザー
マーケティング、広告, 1,001~5,000の従業員数
ツール使用期間: 2年以上
投稿者のソース

Incontact is innovation

4.0 4 年前

良いポイント:

I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business.

改善してほしい点:

I'd love to be able to house our communications with agents in the software.

NICE inContactからの返信

4 年前

Hello and thank you for taking time to post your review and for sharing the good results you are getting to support your business goals. We¿ll pass your suggestion along to our product development team. You may also want to check out a new feature in our Customer Community to submit product ideas that the entire community can vote on. We now have over 850 customers involved. If you haven't joined, you'll want to get started. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at [email protected] Again, thank you for taking the time to give us your feedback. We look forward to innovating together!

LB
アメリカのIVR Admin
健康、ウェルネス、フィットネス, 201~500の従業員数
ツール使用期間: 2年以上
投稿者のソース

A Contact Center MUST!

5.0 3 年前

製品を使ってみた感想: We wanted a better way to manage our agent/customer experience. NICE inContact CXone is a powerhouse!

良いポイント:

At the start of the COVID-19 pandemic, the inContact CxOne software allowed us to quickly maneuver our agents (who normally work onsite at one of our contact centers locations) to taking calls remotely from home. We experienced very little downtime which is important since we are an essential business. Although we are not a new customer, this very event proves we made the right choice years ago. Thank you, NICE inContact!

改善してほしい点:

For someone like me with very little experience, it took some time to understand the workings of the software. And especially with Studio scripting. I am in a better place now with having a dedicated TAM and Professional Services on Demand for assistance!

NICE inContactからの返信

3 年前

Thanks for your excellent review, LB!