NICE inContact CXone

Wie gebruikt NICE inContact CXone?

Contactcenters in kleine, middelgrote of grote ondernemingen en overheidsorganisaties gebruiken NICE inContact CXone om uitzonderlijke klantervaringen te bieden via alle kanalen (digitaal en spraak).

Wat is NICE inContact CXone?

NICE inContact is een populair cloudgebaseerd platform voor klantbeleving. CXone levert omnichannel routering, analyse, personeelsoptimalisatie, automatisering en AI, en ondersteunt organisaties van elke omvang om uitzonderlijke klantervaringen te bieden via meerdere kanalen.

NICE inContact CXone - Details

NICE inContact

https://www.niceincontact.com

Opgericht in 1997

NICE inContact CXone - Prijsoverzicht

NICE inContact CXone heeft geen gratis versie en biedt geen gratis proefperiode.

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Gratis versie

Nee

Gratis proef

Nee

Implementatie

Cloud, SaaS, Web

Training

Persoonlijk

Live online

Webinars

Documentatie

Ondersteuning

24/7 (contact met medewerker)

Kantooruren

Online

Functies van NICE inContact CXone

  • Automatisch nummers kiezen
  • CRM
  • Oproepen opnemen
  • Oproepscripts
  • Oproepverdeling
  • Predictief kiezen
  • Preview dialer
  • Progressief kiessysteem
  • Telefoongesprekken plannen

Bekijk de volledige lijst van Auto-dialer software

  • Archiveren
  • Bestandsoverdracht
  • Door gebeurtenissen geactiveerde opname
  • Geplande opname
  • On-demand opnamen
  • Opnemen en afspelen
  • Opnemen van gedistribueerde oproepen
  • Oproepen taggen

Bekijk de volledige lijst van Call recording software

  • Campagnebehee
  • Escalatiebeheer
  • Gemengd callcenter
  • Handmatig kiessysteem
  • Inbound callcenter
  • Interactive Voice Response (IVR)
  • Oproepen opnemen
  • Oproepregistratie
  • Oproepscripts
  • Outbound callcenter
  • Predictief kiezen
  • Progressief kiessysteem
  • Rapportage en analyse
  • Realtime chatten
  • Wachtrijbeheer

Bekijk de volledige lijst van Callcenter software

  • Aanpasbare branding
  • Beheer van IT-assets
  • Beheer van Service Level Agreements (SLA's)
  • Callcenterbeheer
  • Communicatie via meerdere kanalen
  • Documenten opslaan
  • E-mailintegratie
  • Geautomatiseerde routing
  • Integratie van sociale media
  • Interactie bijhouden
  • Kennisbankbeheer
  • Macro's/reacties via sjablonen
  • Netwerkcontrole
  • Rapportage en analyse
  • Realtime chatten
  • Ticketbeheer
  • Toegang en controle op afstand
  • Waarschuwingen / Escalatie
  • Workflowconfiguratie
  • Zelfserviceportal

Bekijk de volledige lijst van Helpdesk software

  • Callcenter
  • Enquêtebeheer
  • Invoer via telefoontoetsen
  • Meerdere scripts
  • Oproepen opnemen
  • Oproepen routeren
  • Oproepregistratie
  • Stemaanpassing
  • Tekst naar spraak
  • Voicemail

Bekijk de volledige lijst van IVR-software

  • Afsprakenbeheer
  • Callcenterbeheer
  • E-mailbeheer
  • Enquêtes en feedback
  • Integratie van sociale media
  • Kennisbank
  • Live chatten
  • Prestatiemeetwaarden
  • Virtuele assistent
  • Waarschuwingen / Escalatie
  • Wachtrijbeheer
  • Workflowbeheer
  • Zelfserviceportal

Bekijk de volledige lijst van Klantenservice software

  • Campagnebehee
  • Campagnespecifieke beller-ID
  • Controle van oproepen
  • Leads beheren
  • Lijstbeheer
  • Naleving van FCC-richtlijnen
  • Naleving van FTC-richtlijnen
  • Oproepen doorsturen
  • Oproepen opnemen
  • Telefoongesprekken plannen

Bekijk de volledige lijst van Predictive dialer software

  • Automatische nummerkiezer
  • Callcenterbeheer
  • Contactenbeheer
  • Controle van oproepen
  • IVR en spraakherkenning
  • Predictief kiezen
  • Rapportage en analyse
  • Telemarketingbeheer
  • VoIP

Bekijk de volledige lijst van Telefonie software

  • Beheer van onderaannemers
  • Budgettering/prognoses
  • Levenscyclusbeheer van personeel
  • Personeelsplanning
  • Prestatiemeetwaarden
  • Tijd- en aanwezigheidsbeheer
  • Vaardigheden bijhouden
  • Variabele werkkrachten
  • Werkprognoses
  • Wervingsbeheer

Bekijk de volledige lijst van Workforce management software

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Reviews van NICE inContact CXone

5 van 329 reviews worden weergegeven

In totaal
4,1/5
Gebruiksgemak
4,1/5
Klantenservice
3,8/5
Functies
4/5
Waar voor je geld
3,9/5
Ryan C.
IT Manager
Informatietechnologie en -diensten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 19/5/2020

"Excellent VOIP Service"

Opmerkingen: 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.

Pluspunten: 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.

Minpunten: 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.

Antwoord van de leverancier

van NICE inContact op 1/7/2020

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

  • Bron van de reviewer 
  • Beoordeeld op 19/5/2020
Warren J.
Telecom Product Engineer
Management non-profit organisaties, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 25/6/2020

"Have been using NICE inContact since 2009"

Opmerkingen: 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.

Pluspunten: 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.

Minpunten: 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.

Antwoord van de leverancier

van NICE inContact op 1/7/2020

Thanks for your feedback, Warren!

  • Bron van de reviewer 
  • Beoordeeld op 25/6/2020
Miles D.
Director of Support
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    3/5
  • Gebruiksgemak
    2/5
  • Functies en functionaliteit
    2/5
  • Klantenondersteuning
    1/5
  • Waar voor je geld
    2/5
  • Waarschijnlijkheid van aanbeveling
    4/10
  • Bron van de reviewer 
  • Beoordeeld op 11/3/2020

"Terrible Onboarding Experience"

Opmerkingen: 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.

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

Minpunten: 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.

Antwoord van de leverancier

van NICE inContact op 8/4/2020

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.

  • Bron van de reviewer 
  • Beoordeeld op 11/3/2020
Emily M.
VP Contct Centers
Horeca, 10.001+ werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    4/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    9/10
  • Bron van de reviewer 
  • Beoordeeld op 21/5/2020

"InContact Review"

Pluspunten: 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.

Minpunten: 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.

Antwoord van de leverancier

van NICE inContact op 1/7/2020

Thanks for your detailed review, Emily!

  • Bron van de reviewer 
  • Beoordeeld op 21/5/2020
Shelly W.
3M Global Admin
Telecommunicatie, 10.001+ werknemers
Heeft de software gebruikt voor: 1+ jaar
  • Totaalscore
    4/5
  • Gebruiksgemak
    3/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    5/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 12/12/2019

"Dec.2019_3M_US_Admin_Support_inContact"

Opmerkingen: Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience

Pluspunten: 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

Minpunten: 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.

Antwoord van de leverancier

van NICE inContact op 6/1/2020

We're so happy to hear about your great experience! Thank you, Shelly!

  • Bron van de reviewer 
  • Beoordeeld op 12/12/2019