NICE CXoneのレビュー

Great for a small call center

製品を使ってみた感想： My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.

良いポイント:

Mostly reliant software with great sound quality Great call routing features and automation Quality call recording options (useful for escalations or PIP) Cost effective due to the entire company using the platform (may be expensive for smaller teams)

改善してほしい点:

When system is down, missed calls are lost System support can be slow at times Reporting capabilities could be expanded (improved dashboards)

Have been using NICE inContact since 2009

製品を使ってみた感想： My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

良いポイント:

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

改善してほしい点:

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

Omnichannel, Multi-site, International Contact Center

製品を使ってみた感想： 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.).

良いポイント:

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.

改善してほしい点:

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.

Makes life easier!

製品を使ってみた感想： My overall experience with NICE CXone has been smooth and I appreciate the ease of everything which allows me to have a great day of interacting with customers.

良いポイント:

I like that NICE CXone is always reliable. There are hardly any issues, and the functionality is simple and easy to navigate.

改善してほしい点:

There can be some minor connection issues every now and then, but nothing too intense.

NICE CXone, the complete solution

製品を使ってみた感想： We have had a positive experience, the solution works seamless and is integrated across all of the products on offer

良いポイント:

This is a complete cloud solution which enables us to have the latest and greatest solution available

改善してほしい点:

The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken

Great Product

良いポイント:

Very easy to use, able to be deployed with little to no issues and it is always kept up to date

改善してほしい点:

Tech support can take a little longer to get a case worked when something does come up

Unsatisfied with the support

製品を使ってみた感想： Very little though it is simple enough to get setup and having the agents use it when needed.

良いポイント:

The ease of use to setup and have an agent use the platform with very little training or other hand holding.

改善してほしい点:

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.

Constant issues - arguments with Support Teams on validity of issues

良いポイント:

When it works, it's smooth. Its highly customizable for call queues and trees.

改善してほしい点:

Support is atrocious; constant and large outages (anywhere from 5min to a couple of hours means that all call center staff cannot take/make calls which cripples us). We've had an open support ticket closed on us 6+ times because support says the issue is resolved even when we continue to present evidence it's not resolved. Ongoing issues for 2 months now, still no resolution.

NICE CXone to the rescue

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.

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

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.

I don't know all the options

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.

Decent solution with room for improvement

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.

USERHUB Review - RentPath

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.

Terrible Onboarding Experience

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.

I can't use this

製品を使ってみた感想： I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.

良いポイント:

Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).

改善してほしい点:

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.

Good for Agent usability

良いポイント:

Great for agents to use. Central is great super easy to use. Can move around in that system quickly.

改善してほしい点:

Engage is hard to use and the setup is time consumer. WFM needs to be upgraded to allow for better usability.

Service/Product Review

製品を使ってみた感想： It has been a positive experience overall; however, if there is one area to improve upon, I'd say it's the Reporting tools. We used inTouch heavily up until it stopped working (End of Life)...and custom reports does not have anything to replace what we used within inTouch (close to real-time report data and snapshots in 30 min to hourly to daily increments).

良いポイント:

1. Up-time, 2. Usability and 3. Cost.

改善してほしい点:

Reporting! It feels like we took 2 steps backwards with the reporting suite that IC offers. We primarily used inTouch reporting/dashboards (instead of IC Central reporting) until it stopped working (end of life), and there isn't anything comparable within IC's reporting tools that comes close to replacing inTouch reports.

Feedback from a Manager perspective

製品を使ってみた感想： Same as above -- it's been difficult to receive support and I appreciate solutions where I have a singular point of contact (or even just a few points of contact) who know the account well and can make good recommendations. It's been very challenging to troubleshoot and Incontact tends to go "down" for unexplained reasons and my team often comes to me to troubleshoot. Typically, we just have to wait and give Incontact anywhere from 15-30 minutes and then the system will just start magically working again. It's been a bit frustrating from a manager perspective to not have good tools to troubleshoot, and have outdated "help" materials. Installation is always incredibly painful whenever we have a new employee.

良いポイント:

Integrated with Salesforce, seemed like an easy plug and play solution

改善してほしい点:

Difficult to receive support, there is no account manager, often given misleading or false instructions for upgrades which have been incredibly confusing for the team. Also difficult to receive support...everything has to go through me (the admin) and it's been very disruptive to my day to day.

NICE for Me

製品を使ってみた感想： I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and understanding.This is what gives me a pleasure to know that I can expect when I interact with the resources.

良いポイント:

I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service.

改善してほしい点:

Not much, but I would like to see additional training on areas like Studio.

Improve call center operations to achieve lean management

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.

Excellent cloud technology solutions for our contact center.

製品を使ってみた感想： There was a time I felt I was losing some control by giving up all the physical equipment in our contact center and moving everything to the cloud. I got over that fairly quickly when we started improving quality, production and survey scores and eliminating down time.

良いポイント:

They have a solution for pretty much have a solution for any task or initiative you have in your contact center. You don't need to purchase every tool; you can purchase only what you need. Their engineers and technical manager are good at what they do and have helped us design solutions for a variety of challenges.

改善してほしい点:

If you are new to cloud technology for contact centers there is a lot to catch up on. You will have to do some studying and training. Most of these tools are easy to use, but in some cases you need time to get used to using the technology. You need to ask a lot of questions and make sure your technical account managers fully understand your business so they can partner with you on designing tools and solutions that work for you.

Clunky software that does the bare minimum.

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).

InContact review

製品を使ってみた感想： Overall positive experience. We've used InContact for over 5 years now and have been able to grow our business as a result. We were the first to launch the PC dialer and use it extensively every day to increase the amount of outbound call attempts we make on a daily basis. One thing that needs to happen is to find a way to reduce the amount of freezing that occurs within the platform. We experience this about once or twice a month, sometimes for short periods, but sometimes for longer periods of time which can negatively impact production. Also, continue to enhance the custom report tool. It's getting better with each release, but still has some room to improve.

良いポイント:

Ease of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that "pause" when a call is launched to one of our students

改善してほしい点:

Freezing of the platform on occasion. Need ability to create agent profiles where you can add skills to a profile instead of adding skills to multiple agents. Too much time involved

Great business partnership

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.

Overall great software solution for IVR and autodialer

製品を使ってみた感想： Overall good, solution is reliable with a few minor glitches that mostly impacted us when a system update was pushed.

良いポイント:

Enjoyed most the ability to access this solution remotely

改善してほしい点:

Inability to customize on the fly - most of our script changes required professional services