キャプテラ - 日本企業の最適な
ソフトウェア選びをサポートし17年
NICE CXoneとは?
NICE inContactは、トップクラスのクラウド顧客体験プラットフォームです。CXoneはオムニチャネル・ルーティング、分析、ワークフォース最適化、自動化、およびAIを提供し、あらゆる規模の組織が優れた顧客体験を提供できるようにします。
NICE CXoneの対象ユーザー
多くの中小企業、エンタープライズ、政府機関のコンタクトセンターがNICE inContact CXoneを使用して、デジタルおよび音声のあらゆるチャネルで優れた顧客体験を提供しています。
NICE CXoneをご存知でしょうか?
別の人気製品との比較
NICE CXone
NICE CXoneの評判・レビュー
Excellent CCaaS Leader
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.
NICEからの返信
4 年前
Thanks for your feedback, Warren!
It's Not Bad
製品を使ってみた感想: i would say it's ok but not great. Needs more flushing out
良いポイント:
nice interface easy to use and very straight forward.
改善してほしい点:
lacks features of other competitors. Needs to be more robust.
InContact Review
良いポイント:
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.
改善してほしい点:
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.
NICEからの返信
4 年前
Thanks for your detailed review, Emily!
Dec.2019_3M_US_Admin_Support_inContact
製品を使ってみた感想:
Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience
良いポイント:
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
改善してほしい点:
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.
NICEからの返信
5 年前
We're so happy to hear about your great experience! Thank you, Shelly!