NICE CXone Erfahrungen

Overall this has been a pretty good software upgrade since it integrates with all the other NICE products and the support is amazing.

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.

Overall it was a mediocre experience. Support and the Tams were great. The call system was great. The chat is garbage.

Initial implementation issues have been resolved so now we're in more of a sustainment mode. Issues have reduced and we're doing well.

The overall experience with NICE has been a positive one. There are multiple items that we love, and then some that could use some work. A benefit is that their engineers actually take feedback and if it makes sense there is a good chance that it will be a future update/improvement to the platform.

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.

We are currently trying to get a toll free number provisioned. I don't understand why our TAM didn't explain that we could get this set up through inContact. Instead she just let us run around without explaining. Also, she's not very proactive.

We had a VERY rocky start. I believe that most of the issues were with our implementation manager. I have mostly re-written and fixed the studio scripts and eliminated most of the routing issues. I do very much like the universal availability of Soft phone to be used from anywhere and that you can use it with most browsers and operating systems. The auto dialer is definitely the best program in the product. List penetration and reporting make it easy to reach more patients/clients with no lag/delay between reaching the person and speaking with them.

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

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.

I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie.
Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else.
After we signed our contract, everything turned into $$$$ for this, $$$ for that.
I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process.
While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had.
When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients.
It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it.
The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product.
Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.

My experience with the Nice inContact call center software has been that it is a high quality, high availability solution that meets most call center operational requirements and can be implemented in a timely manner.

Use of the CXone softphone has helped improve our agents call response time, and made it easier to troubleshoot problems communicating through InContact since we are all using the same system.

We've been using Nice CXone for last few years and the overall experience is generally positive. The software contains all the support center functionality that you need and can be administered easily. The team likes to use the platform because it's straightforward and user friendly. We are happy with the choice

It has generally been successful since it enables us to complete our work on time and in accordance with the designated work schedule for the day. My work became much easier thanks to this software.

NICE inContact CXone has taken time to develop, but will ultimately provide our company with the ability to do greater dives into our data to offer better service to our customers.