Sobre NICE CXone

NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests and helps businesses connect with their customers via multiple channels such as inbound/outbound voice calls, email, voicemail, chat, social media and more. NICE inContact offers various call routing features, like IVR, CTI and ACD. The system also includes workforce optimization capabilities such as e-learning, hiring and workforce management. The blended predictive dialer tool offers call blending, message lay-down dialing, call suppression and auto dialer for blended call centers. The solution seamlessly integrates with popular CRM applications like Salesforce and Oracle Service Cloud. NICE InContact can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Customer service and support applications are also available as part of the integrated suite.
NICE CXone Software - 1
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Vídeo de NICE CXone
NICE CXone Software - 1 - miniatura
NICE CXone Software - 2 - miniatura
NICE CXone Software - 3 - miniatura

precios de NICE CXone

NICE CXone no tiene versión gratuita, pero ofrece una prueba gratis. La versión de pago de NICE CXone está disponible a partir de USD 100.00/mes.

Precio inicial:
USD 100.00/mes
Versión gratuita:
No
Prueba gratuita:

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Opiniones de NICE CXone

Evaluación de función

Relación calidad-precio
4
Funcionalidad
4
Facilidad de uso
4
Asistencia al cliente
4
5 opiniones sobre 509 Ver todas las opiniones
Ryan C. Ryan C.
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña
Relación calidad-precio
5
Funciones
5
Facilidad de uso
5
Asistencia al cliente
5

5
Publicado el 19/5/2020

Excellent VOIP Service

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.

Puntos a favor

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.

Puntos en contra

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.

Alternativas consideradas

Five9

Razones para elegir NICE CXone

We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in

Software anterior

Five9

Respuesta de NICE inContact

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

Respondido el 1/7/2020
Emily M. Emily M.
  • Sector: Hostelería
  • Tamaño de la empresa: 10,000+ empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña
Relación calidad-precio
4
Funciones
4
Facilidad de uso
5
Asistencia al cliente
5

4
Publicado el 21/5/2020

InContact Review

Puntos a favor

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.

Puntos en contra

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.

Alternativas consideradas

Five9

Razones para elegir NICE CXone

InContact was more user friendly. Enghouse required IT support for us to make any changes, with additional cost associated for their support. Cloud based. Ability to add additional users easily, all over the country.

Software anterior

Five9

Razones para cambiar a NICE CXone

We had already done our due diligence by the time we started evaluating Five9 and they seemed very comparable.

Respuesta de NICE inContact

Thanks for your detailed review, Emily!

Respondido el 1/7/2020
Renae R. Renae R.
  • Sector: Telecomunicaciones
  • Tamaño de la empresa: 5,001-10,000 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña
Relación calidad-precio
0
Funciones
4
Facilidad de uso
4
Asistencia al cliente
0

4
Publicado el 31/10/2021

Nice CXone is very user friendly for call taking

Puntos a favor

I like that this application is easy to use. The log in process is seemless depending on if you wish to use a usb headset or not. I also like that you have different log in options you can select from pertaining to the department you work in. You can track your log in and log out times. I like how you can coach an agent if needed while they are on a call, so there are alot of perks to this software.

Puntos en contra

There wasnt anything i found yet that i didnt like about the software.

Brittney P. Brittney P.
  • Sector: Servicios financieros
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña
Relación calidad-precio
3
Funciones
4
Facilidad de uso
3
Asistencia al cliente
2

3
Publicado el 4/10/2016

InContact Cloud Software

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.

Puntos a favor

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.

Puntos en contra

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.

Erica T. Erica T.
  • Sector: Administración gubernamental
  • Tamaño de la empresa: 10,000+ empleados
  • Software usado A diario durante 1-5 meses
  • Fuente de la reseña
Relación calidad-precio
0
Funciones
3
Facilidad de uso
5
Asistencia al cliente
5

5
Publicado el 27/8/2021

Out with the old, in with the new!

Puntos a favor

It is very easy to use and it allows time between calls to wrap up notes. When calls are in queue you can see the exact number. It has tons of features that I haven't even tapped into yet.

Puntos en contra

I cannot dial certain numbers, for example 800 numbers.

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