NiCE CXone

Pros: Unified agent interface. It significantly simplifies handling multichannel interactions—voice, chat, email—within a single dashboard. The real-time analytics and customizable reporting tools make it easy for supervisors to monitor performance and optimize operations efficiently. It also integrates well with our existing CRM, improving both agent productivity and customer satisfaction.

Cons: Honestly zero Dislike for this product, I love this product, Adding More AI Capabilities in reporting using AI will be more helpful

Pros: I like that it is user friendly. reliable and that the platform is easily scalable.

Cons: It seems to be a bit hard for people to understand how it works in the beginning since it has a lot of features.

Pros: Really like that it's an integrated platform that's easily scalable. We're in the process of adding more applications and the team at NICE has been incredible. They listened to our needs and didn't try to over-sell. They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel.

Cons: Some of the reporting sometimes seems "off" or makes supervisors question if we're understanding how the parameters are defined. Better training on reporting for supervisors would be great.

Pros: Reliable for IT Service Desk Supervisor monitoring and actioning features Setting proficiency for analysts

Cons: Forbidden error must clear cache to be able to reach the site Rare glitches that you have to refresh the page

Pros: I am not familiar with what appears to be the new branding of Mpower, however I like overall the ease of workflow, you guys thought of everything.

Cons: I seem to have the most issues with reporting, I think it's inconsistant and hard to get to. The automated reports don't match custom reports when I run the same data.

Pros: Ease of use. Integrates well with our systems.

Cons: No Dark mode. I find my eye strain increases looking at the 'bright' screen all day long.

Pros: The breakdown of how long I’ve been in each que

Cons: The weird echo noise when on a call. Not much training available on how it works

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

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

Pros: Easy management, set up, functionality and use

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

Pros: Leading edge of contact center technology

Cons: Lack of support and training and downtime due to issues.

Pros: The product is flexible in its support of the various contact center workflows, from scripting in Studio, CXone WFM, Quality Management, and Analytics. Our TAM's have provided exceptional service and do a great job following up on open items.

Cons: The technical support team. They sometimes fail to understand the issues, and I find myself repeating myself to several points of contact. Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented.

Pros: nice interface easy to use and very straight forward.

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

Pros: It's easy to skill agents and build dashboards.

Cons: Time it takes to build things out like teams.

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

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

Pros: 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!

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

Pros: Real-time monitoring, BI Reporting, and easy phone skill changes.

Cons: We experience sync issues in real-time dashboards from time to time and we have agents getting logged out of CXone after being idle well before our timeout threshold.

Pros: The forecasting functionality was solid.

Cons: 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.

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

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

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

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

Pros: QMA - is used daily and very user friendly, record keeping, reporting.

Cons: Sound Quality- not very good sound quality when conducting calibrations virtually or playing calls during meetings.

Pros: Ease of use! Recording all calls after an easy login

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

Pros: Customer service does reach out, but requests not followed through on

Cons: That every single month I have to email for an invoice. I have asked numerous times to automatically send us invoices monthly. You take our money every month on autopay but always fail to email the invoices. I always have to reach out to you. We constantly have problems with the portal saving passwords and not allowing us to log on. Customer service alleges they have assisted and set us up, but next month I try and can't log in again.