Over NICE CXone

NICE inContact is toonaangevend in cloudsoftware voor contactcenters met een zeer populair cloudplatform voor klantervaringen. NICE inContact CXone™ combineert omnichannel-routering, analyse, personeelsoptimalisatie, automatisering en kunstmatige intelligentie op een open cloudbasis. De oplossing van NICE inContact stelt organisaties in staat om uitzonderlijke klantervaringen te bieden door slimmer te handelen en sneller te reageren op de verwachtingen van de consument. Het DEVone-ontwikkelaarsprogramma van NICE inContact is een uitgebreid partnersysteem dat op de CXexchange-marktplaats toepassingen van partnerbedrijven biedt die zijn ontworpen om te integreren met CXone.

NICE inContact wordt erkend als marktleider door Gartner, IDC, Frost en Sullivan, Ovum en DMG.

• de best gepubliceerde SLA (Service Level Agreement) in de sector van 99,99%;
• de enige gegarandeerde spraak-SLA in de sector;
• meer dan 275.000 medewerkers van cloudcontactcenters;
• meer dan 150 landen;
• 85 van de Fortune 100-klanten.

Prijzen vanaf:

US$ 100,00/maand

  • Gratis versie
  • Gratis proef
  • Abonnement

Klanten

  • Freelancers
  • Kleine bedrijven (2-50)
  • Middelgrote bedrijven (51-500)
  • Grote ondernemingen (500 en meer)

Implementatie

  • Cloudgebaseerd
  • On-premise

Markten

Australië, Brazilië, Canada, Duitsland, Verenigd Koninkrijk , India, Japan, Mexico, Verenigde Staten

Ondersteunde talen

Chinees, Chinees (traditioneel), Duits, Engels, Frans , Italiaans, Japans, Koreaans, Portugees, Russisch, Spaans

Prijzen vanaf:

US$ 100,00/maand

  • Gratis versie
  • Gratis proef
  • Abonnement

Afbeeldingen

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Functies

Totaal aantal functies van NICE CXone: 129

  • AI/machine learning
  • API
  • Aanpasbare branding
  • Aanpasbare formulieren
  • Aanpasbare sjablonen
  • Aanvraagtoewijzing
  • Activiteiten volgen
  • Activiteitendashboard
  • Afsprakenbeheer
  • Analyse van klantenservices
  • Archiveren en retentie
  • Automatic call distribution (ACD)
  • Automatisch nummers kiezen
  • Automatische leaddistributie
  • Automatische nummerkiezer
  • Automatische outbound dialer
  • Autoresponders
  • Beheer van Service Level Agreements (SLA's)
  • Beheer van enquêtes/peilingen
  • Beheer van klantervaringen
  • Beheer van meerdere kanalen
  • Beheer van onderaannemers
  • Beheer van verlofuren
  • Bestandsoverdracht
  • Budgettering/prognoses
  • CRM
  • Callcenterbeheer
  • Campagnebeheer
  • Campagnespecifieke beller-ID
  • Categoriseren/Groeperen
  • Chatten/messaging
  • Coachingtools voor medewerkers
  • Communicatie via meerdere kanalen
  • Communicatiebeheer
  • Contactenbeheer
  • Contactendatabase
  • Controle van oproepen
  • Customer journey mapping
  • Door gebeurtenissen geactiveerde acties
  • E-mailbeheer
  • E-mailwaarschuwingen
  • Enquêtes en feedback
  • Feedbackbeheer
  • Geautomatiseerde planning
  • Geautomatiseerde routing
  • Gemengd callcenter
  • Geplande opname
  • Handmatig kiessysteem
  • IVR en spraakherkenning
  • Inbound callcenter
  • Inboxbeheer
  • Integratie van computertelefonie
  • Integratie van sociale media
  • Integraties van derden
  • Interactie bijhouden
  • Invoer via telefoontoetsen
  • Kennisbankbeheer
  • Klantendatabase
  • Klantenonderzoeken
  • Klantgeschiedenis
  • Kwaliteitsbeheer
  • Leaderboards
  • Lijstbeheer
  • Live chatten
  • Macro's/reacties via sjablonen
  • Markeren
  • Meerdere gebruikersaccounts
  • Meerdere partijen
  • Meerdere scripts
  • Naleving van FCC-richtlijnen
  • Naleving van FTC-richtlijnen
  • On-demand opnamen
  • Ondersteuningstickets bijhouden
  • Op regels gebaseerde workflow
  • Opnemen
  • Oproepen bijhouden
  • Oproepen doorsturen
  • Oproepen opnemen
  • Oproepen routeren
  • Oproepen taggen
  • Oproepregistratie
  • Oproepscripts
  • Oproepverdeling
  • Outbound callcenter
  • Personeelsbeheer
  • Personeelsbeheer
  • Personeelsplanning
  • Planning voor terugbellen
  • Predictief kiezen
  • Prestatiebeheer
  • Prestatiemeetwaarden
  • Preview dialer
  • Proces- en workflowautomatisering
  • Progressief kiessysteem
  • Rapportage en analyse
  • Rapportage en statistieken
  • Realtime analyse
  • Realtime chatten
  • Realtime rapportage
  • Realtime updates
  • Roosterbeheer
  • Sjabloonbeheer
  • Slepen en neerzetten
  • Sms-berichten
  • Spraak-naar-tekstanalyse
  • Stemaanpassing
  • Tekst naar spraak
  • Telefoongesprekken plannen
  • Telemarketingbeheer
  • Tijd en aanwezigheid
  • Toegang en controle op afstand
  • Toegangsopties/machtigingen
  • Vaardigheden bijhouden
  • Variabele werkkrachten
  • Virtuele assistent
  • VoIP
  • VoIP-verbinding
  • Voicemail
  • Voor meerdere talen
  • Waarschuwingen/Escalatie
  • Waarschuwingen/Meldingen
  • Wachtrijbeheer
  • Werknemersdatabase
  • Werkprognoses
  • Wervingsbeheer
  • Wisselen van dienst
  • Workflowbeheer
  • Workflowconfiguratie
  • Zelfserviceportal

Alternatieven

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Cisco Jabber

4,3
#1 alternatief voor NICE CXone
Cisco Jabber is een tool voor unified communications waarmee bedrijven instant messaging, spraak- en video-oproepen,...

NextGen Office

4,0
#2 alternatief voor NICE CXone
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Microsoft Teams

4,5
#3 alternatief voor NICE CXone
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Reviews

Totaalscore

4,2 /5
(532)
Prijs-kwaliteitverhouding
4,0/5
Functies
4,1/5
Gebruiksgemak
4,2/5
Klantenondersteuning
4,0/5

Heb je NICE CXone al?

Softwarekopers hebben je hulp nodig! Productreviews helpen anderen om goede beslissingen te nemen.

5 van 532 reviews worden weergegeven
rakesh
Totaalscore
  • Sector: Verzekeringen
  • Bedrijfsgrootte: 10.000+ werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Perfect for IVR integration

Beoordeeld op 10/4/2021

Overall this has been a pretty good software upgrade since it integrates with all the other NICE...

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

Pluspunten

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience. Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.

Minpunten

There are couple of features that might need some improvement like the reporting functionality and generating reports. It would be nice if there are some other features included in the price like SMS and chat.

Warren
Totaalscore
  • Sector: Management non-profit organisaties
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 9.0 /10

Have been using NICE inContact since 2009

Beoordeeld op 25/6/2020

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we...

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 NICE inContact

Thanks for your feedback, Warren!

Steven
Totaalscore
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 1-5 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 0.0 /10

Constant Service Issues, Terrible Customer Support

Beoordeeld op 13/10/2016

While we like the reporting system much better than our last system (though it does have a bit of a...

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.

Pluspunten

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.

Minpunten

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

Jim
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: 201-500 werknemers
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Gold standard of contact center software & management

Beoordeeld op 11/11/2019

Pluspunten

Technical Customer Support manager is top-notch
ACD / IVR configuration was a snap. We were up and running in almost no time

Minpunten

Workforce Management module configuration is a bit tricky

Overwogen alternatieven

Five9 en RingCentral MVP

Redenen om voor NICE CXone te kiezen

We decided to move to a cloud based solution to add levels of resiliency that we didn't have. Also, the benefits of flexibility were tremendous.

Overgestapt van

Five9 en RingCentral MVP

Redenen om over te stappen op NICE CXone

CX One features were more comprehensive

Antwoord van NICE inContact

Thank you for your review!

Ashton
Totaalscore
  • Sector: Luxeartikelen en sieraden
  • Bedrijfsgrootte: 1.001-5.000 werknemers
  • Dagelijks 6-12 maanden lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 8.0 /10

Great product

Beoordeeld op 11/3/2020

Pluspunten

I love the IVR system that they have. It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.

Minpunten

The call quality is high but if you have headsets that aren't very good it can create issues with audio.

Overwogen alternatieven

Five9

Redenen om voor NICE CXone te kiezen

Overall CX one is a better product by far.

Redenen om over te stappen op NICE CXone

Nice Incontact is a local company to us and we wanted to focus on inbound calls not outbound.

Antwoord van NICE inContact

Thanks for your review, Ashton! Glad to know about your experience!

5 van 532 worden weergegeven Lees alle reviews

NICE CXone - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over NICE CXone.

NICE CXone kent de volgende prijsmodellen:

  • Vanaf: US$ 100,00/maand
  • Prijsmodel: Abonnement
  • Gratis proef: Beschikbaar

NICE CXone heeft de volgende typische klanten:

2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001-5.000

NICE CXone ondersteunt de volgende talen:

Chinees, Chinees (traditioneel), Duits, Engels, Frans, Italiaans, Japans, Koreaans, Portugees, Russisch, Spaans

NICE CXone ondersteunt de volgende apparaten:

NICE CXone kan worden geïntegreerd met de volgende toepassingen:

AnswerDash, Applango, Atos Suite, Bullhorn ATS & CRM, CallVU, Central, Cyara, Dizzion, Dynamics 365, Firefly, Fuze, Haptik, Inbenta, Ivinex CRM, Lightico, Linc, Microsoft Teams, NGNCloudComm, NetSuite CRM, Oracle Service, Pro, ProcedureFlow, RemoteDesk, RingCentral Meetings, SAP Customer Experience, Salesforce Platform, ServiceNow, SmartAction Omni-bot, Solvvy, SpiceCSM, Streem, SugarCRM, Textel, VisualCue, Voxjar, Zendesk Suite, Zoom Meetings, livepro

NICE CXone biedt de volgende ondersteuningsopties:

Kennisbank, Telefonische ondersteuning, 24/7 (contact met medewerker), Chatten

Gerelateerde categorieën

Bekijk alle softwarecategorieën die gevonden zijn voor NICE CXone.