Opiniones de CXone Mpower

Es excelente

Puntos a favor:

Me encanta este programa porque me permite sacar llamadas en cualquier momento y de igual manera monitorearlas desde mi computador.

Contras:

es algo complejo de instalar pero nada del otro mundo.

Es preciso

Puntos a favor:

Me parecio muy util ya que ha la hora de solicitar infomes sonprecisos y consisos, cuenta con una interfas grafica agradable a la vista.

Contras:

Por otro lado cuano se esta generando un informe automatico es algo tedioso de completar.

Buena solución para mejorar el trato con el cliente

Comentarios: En general muy buena solución que aporta un plus al trato con el cliente y hace que sea un rasgo diferenciador.Lastima del precio que seguro que a más de uno echará para atras

Puntos a favor:

Este programa me ha sorprendido gratamente por la mejoría notoria que aporta al trato con el cliente mejorando las interacciones tanto por mail,teléfono,chat o sms.

Contras:

La introducción al programa y si implementación no es nada sencilla, sera bastante lioso al principio.También echa para atrás un poco el precio.

Una buena herramienta para mejorar la atencion al cliente

Comentarios: En general muy buena herramienta util y practica que hace que la empresa gane en compromiso, rendimiento y mejores el trato.con el cliente.Lastima de su precio.

Puntos a favor:

Es una herramienta muy util ya que la empresa gana mucho en su interaccion con el cliente mediante telefono, mail, chat o sms.El enrutamiento inteligente permite este salto de calidad que marca la diferencia y hace que la atencion sea mas personalizada.

Contras:

La implementacion del programa puede ser tediosa al principio y verse un poco complicada pero merecera la pena.El precio tambien es un poco elevado

Great client's and customer experience

Comentarios: implementing NICE CXone has been a game-changer for our operations. The comprehensive suite of features has brought all the tools we need under one platform, saving us time and streamlining our processes.

Puntos a favor:

wide range of features that cover various aspects of call center management, including call recording, monitoring, reporting, analytics, workforce optimization, and more. This comprehensive suite can streamline operations by providing all the tools needed in one platform.

Contras:

Hard to find any :) It's important to note that experiences with software can vary widely based on individual needs, preferences, and the specific version or configuration of the software being used. To obtain the most accurate and current insights, I recommend you to get in touch with NICE CXone.

One Stop Solution

Comentarios: Worth trying if you are looking for a contact center solution to manage your all needs.

Puntos a favor:

User friendly with advance features including planning, managing real times queues, quality management etc.

Contras:

having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background

Avaya CMS is better

Comentarios: RTA and reporting functions are so basic and universal that it’s unacceptable when they don’t work.

Puntos a favor:

The forecasting functionality was solid.

Contras:

The canned reports were very, very limited Avaya CMS is a much more robust reporting tool. There were also frequent to issues with the RTA functionality; CXOne would show agents in the incorrect agent state. We had a secondary RTA system that would show the agents in the correct state.

Great Product

Puntos a favor:

Easy management, set up, functionality and use

Contras:

RIng Central Support team was inept, some of the reporting is clunky

You CAN'T Go Wrong with NICE CXOne!!!

Comentarios: LIFE CHANGING! The ability to report on current trends, agent visibility, customer interactions, etc, has been nothing short of PHENOMINAL!

Puntos a favor:

EVERYTHING!!! We recently added many features to our suite of services, Feedback Management, RTIG, QM, WFM! We are also in the process of moving many of our teams into CXOne and the ROI we have already experienced is AMAZING!

Contras:

We LOVE it all!!! ZERO complaints!! HIGHLY RECOMMEND!!!

Stuff [sensitive content hidden] Thinks

Comentarios: Pretty darn good, there are dark spot also, but in general good.

Puntos a favor:

The ability to do whatever I think of, I can do

Contras:

Troubleshooting the "Carrier Services" is not what I would call "stellar"

Great Service

Puntos a favor:

Ease of use! Recording all calls after an easy login

Contras:

We don’t really have issues until a power outage occurs but that is no fault of NICE CXone

Needs more improvement

Comentarios: fix the overall bugs. i find it to be a good software tool but it should be able to differentiate whether it is a voicemail or an actual person picking up the phone and not disconnect right away.

Puntos a favor:

easy to use, user friendly interface. wish it had more options in terms of ringer tones and color features.

Contras:

laggy. sometimes i could hear the other person pick up the call and it would disconnect thinking it was a voicemail.

Makes life easier!

Comentarios: 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.

Puntos a favor:

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

Contras:

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

It's Not Bad

Comentarios: i would say it's ok but not great. Needs more flushing out

Puntos a favor:

nice interface easy to use and very straight forward.

Contras:

lacks features of other competitors. Needs to be more robust.

Do your customer care on social media with NICE CXone

Comentarios: We just seek for a tool for a social media management, so we chose Brand Embassy, after that NICE CXone. I believe that NICE CXone has a lot of addons we can use and could leverage our way of work. Maybe in the future, when we will seek complex omnichannel tool.

Puntos a favor:

Data analyticsUser ExperienceRoutingCustomer Management and information

Contras:

In social media customer care we do not see any cons.

Best Contact Software

Comentarios: I've been using this software for over 2 years taking inbound and making Outbound calls. The audio quality is the best I've ever used. I'm glad we were able to switch from our previous contact resolution software.

Puntos a favor:

What I enjoy most about Nice is that it's pretty easy to use. The distributing feature for multiple agents to use the software handling each call is unbelievable.

Contras:

The biggest challenge I've faced is setting up a new profile w/dashboard etc. After over and hour we were able to have it set up.

NICE for Me

Comentarios: 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.

Puntos a favor:

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.

Contras:

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

Cxone Omnichannel

Comentarios: Best.I am working on Cxone since last 5years.every year ,they are enhancing their services and upgrading.

Puntos a favor:

It is providing all services in a bundle at a plateform.

Contras:

Dependcies on other vendor for new requirement.

Nice CXone is the whole package.

Puntos a favor:

Everything is integrated and intuitive to use and the support from the community and staff is incredible.

Contras:

Quality Management had a bit of a learning curve,

Nice CXone useful for time keeping

Comentarios: Positive experience for being organized and easier to be followed.

Puntos a favor:

Easier navigation, schedule plotting, updated attendance and adherance purposes.

Contras:

None so far. Perfectly created for schedule keeping.

Manager

Comentarios: but overall been good

Puntos a favor:

Easy of user in the browser.. Management is eay

Contras:

The Browser interface does have some issue with the max agent

USERHUB Review - RentPath

Puntos a favor:

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.

Contras:

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.

Constant Service Issues, Terrible Customer Support

Comentarios: 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.

Puntos a favor:

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.

Contras:

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

Review of NICE inContact May 2020

Comentarios: Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how we can integrate with Salesforce and Service Now

Puntos a favor:

Easy to get going in Studio and training for Agents to use MAX or the Salesforce AgentConsole. Basic scripting tasks are easy to do. Complex tasks have been achievable with the help of PSOD where most techs are amazingly helpful and brilliant! The help pages are ok, provide basic info.

Contras:

1. API Documentation is terrible. Hitting F1 on a Studio action for an API returns 'file not found' - there is no documentation on the API. Going into the developer console and looking at the APIs, also lacking info. Date fields provide the ISO regulation, examples would be extremely helpful. 2. In Central, most of the UI is too small to see the full names. Sometimes hovering over each name shows the name, but when looking at a list of 20 per page of POCs or skills the name field is too short to show the full name. There is plenty of white space where the names could be given more spaces. 3. Reporting a defect to tech support (opening a case) requires three or four meetings where I share my screen and reproduce the error again and again. It would be nice if they could use the original video and data to investigate. If they need additional config info, it would be good to ask for it. 4. Reporting call quality issues also requires much going back and forth, even when I've provided data from a quality testing vendor (Spearline). Would be ideal to be able to work with inContact to create a streamlined process where I report the issue, backed with data, and inContact uses the data as leverage with the carrier as proof of quality issues.

Overall a good product

Comentarios: Overall, I'm happy with InContact. The only thing I wish is that support was more helpful when it comes to using the features, and why the glaring discrepancy in reporting numbers from 2 separate reports that seems like they should be reporting on the same metric. (See Cons response, above) Aside from that issue, I've been very happy.

Puntos a favor:

It's relatively simple to train my staff on how to use it. Most features are user friendly. The layout looks good and is functional. it's reliable and consistent. I cannot recall the software crashing or having issues that impacted our ability to help clients at any time. This is a lot more than I can say for other software programs we use. I feel like I'm kept informed of upcoming maintenance or issues and expected resolution time frames.

Contras:

When I think about what I dislike about InContact, only one thing comes to mind. I have tried to find a way to pull an accurate report on abandoned calls. There used to be an abandon rate compliance report, but that is gone. So, I used the Skill Performance report. But the numbers seemed wrong. So I pull Contact History, and select for abandons to show. And on the particular dates I was looking at, the numbers were so very different. Skill Performance showed something like 80 abandons, which would be grossly high. Contact History showed something like 5 abandons. This number seemed low. I still don't know which, if either, report is correct and why they would be so different. I called for help and the representative couldn't really tell me why the difference of which was correct. So I went to my internal IT person, who also didn't know. So this is only one issue, but it is SO frustrating. I also cannot figure out how to find pre-que abandons and nobody has been able to help me with that either.