NICE CXone
¿Qué es NICE CXone?
NICE inContact es una plataforma de experiencia del cliente en la nube de excelente valoración. Al ofrecer enrutamiento omnicanal, analíticas, optimización de la fuerza laboral, automatización e inteligencia artificial (IA), CXone permite a las organizaciones de todos los tamaños brindar experiencias excepcionales a los clientes a través de múltiples canales.
¿Quién usa NICE CXone?
Los centros de contacto de organizaciones pequeñas, medianas, grandes y gubernamentales utilizan NICE inContact CXone para ofrecer experiencias excepcionales a los clientes en todos los canales digitales y de voz.
¿Tienes dudas sobre NICE CXone? Compara con una alternativa popular
NICE CXone
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Opiniones de NICE CXone
Bernard
Excellent CCaaS Leader
Usuario verificado
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.
Puntos en contra:
La introducción al programa y si implementación no es nada sencilla, sera bastante lioso al principio.También echa para atrás un poco el precio.
Usuario verificado
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.
Puntos en contra:
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
Ryan
Alternativas consideradas:
Excellent VOIP Service
Comentarios: 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.
Respuesta de NICE inContact
hace 3 años
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
Annie
All-in-One Contact Center Solution for Every Business Need
Comentarios: Overall, NICE CXone is an excellent contact center solution for businesses of all sizes. It is feature-rich, customizable, and user-friendly, making it a great choice for businesses looking for an all-in-one contact center solution.
Puntos a favor:
NICE CXone has been an invaluable asset to our business. It is a powerful, all-in-one contact center solution that has streamlined our customer service operations and allowed us to provide superior service to our customers. The features are highly customizable and the user-friendly dashboard makes it easy to manage and monitor our customer service performance.
Puntos en contra:
The only downside to NICE CXone is that the initial setup and implementation can be complicated and time-consuming. The software is also quite expensive when compared to other similar solutions on the market.
Miles
Alternativas consideradas:
Terrible Onboarding Experience
Comentarios: 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.
Puntos a favor:
Up time is good, WFM integration with the basic telephony is nice.
Puntos en contra:
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.
Respuesta de NICE inContact
hace 3 años
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 corporatecommunications@niceincontact.com. Thanks so much for your feedback.
