
En savoir plus sur NICE CXone
NICE inContact est le leader des logiciels de centre de contact cloud avec la plateforme numéro 1 d'expérience client en cloud dans le monde. NICE inContact CXone™ associe le meilleur du trafic en matière de routage omnicanal, d'analytique, d'optimisation des effectifs, d'automatisation et d'intelligence artificielle sur une base Open Cloud. La solution de NICE inContact permet aux organisations de fournir une expérience client exceptionnelle en agissant plus intelligemment et en répondant plus rapidement aux attentes des consommateurs. Le programme de développement DEVone de NICE inContact constitue un vaste écosystème de partenaires, fournissant des applications d'entreprises partenaires du marché CXexchange conçues pour s'intégrer à CXone. NICE inContact est reconnu comme un leader du marché par Gartner, Ovum, IDC, Frost et Sullivan, DMG et Ventana. www.niceincontact.com
NICE inContact est reconnu comme un leader du marché par Gartner, IDC, Frost et Sullivan, Ovum et DMG.
• Le SLA le mieux publié du secteur, à 99,99 %
• Le seul SLA vocal garanti du secteur
• 275 000 agents de centre de contact cloud
• Plus de 150 pays
• 85 des clients Fortune 100
Options de tarification dès :
100,00 $US/mois
- Version gratuite
- Essai gratuit
- Abonnement
Les 5 meilleurs logiciels similaires à NICE CXone
Clients types
- Auto-entrepreneurs
- Petites entreprises (de 2 à 50 employés)
- Moyennes entreprises (de 51 à 500 employés)
- Grandes entreprises (500 employés minimum)
Déploiement
- Basé sur le cloud
- Sur site
Disponible dans les pays suivants
Australie, Brésil, Canada, Allemagne, Royaume-Uni , Inde, Japon, Mexique, États-Unis et 4 autres
Langues
allemand, anglais, chinois, chinois traditionnel, coréen , espagnol, français, italien, japonais, portugais, russe et 6 autres
Options de tarification dès :
100,00 $US/mois
- Version gratuite
- Essai gratuit
- Abonnement
Les 5 meilleurs logiciels similaires à NICE CXone
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Fonctionnalités
Nombre total de fonctionnalités pour NICE CXone : 129
Alternatives
Aspect Unified IP

Genesys Cloud CX

Salesforce Sales Cloud

The Service Program

Avis
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Les acheteurs de logiciels ont besoin de vous ! Les avis utilisateurs nous aident tous à prendre de meilleures décisions.

- Secteur d'activité: Assurance
- Taille de l'entreprise: 10 000+ employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Perfect for IVR integration
Publié le 10/04/2021
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.
Avantages
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.
Inconvénients
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.
- Secteur d'activité: Services et technologies de l'information
- Taille de l'entreprise: 201-500 employés
- Logiciel utilisé tous les jours pendant plus d'un an
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Gold standard of contact center software & management
Publié le 11/11/2019
Avantages
Technical Customer Support manager is top-notch
ACD / IVR configuration was a snap. We were up and running in almost no time
Inconvénients
Workforce Management module configuration is a bit tricky
Pourquoi choisir NICE CXone
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.Pourquoi passer à NICE CXone
CX One features were more comprehensiveRéponse de NICE inContact
Thank you for your review!
- Taille de l'entreprise: 51-200 employés
- Logiciel utilisé tous les jours pendant 1 à 5 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
Constant Service Issues, Terrible Customer Support
Publié le 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.
Avantages
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.
Inconvénients
- Poor Customer Service
- Buggy/Non-user friendly add-on products
- Constant Service Issues
- Complicated Script
- Expensive Professional Services
- Secteur d'activité: Bijoux et produits de luxe
- Taille de l'entreprise: 1 001-5 000 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 8.0 /10
Great product
Publié le 11/03/2020
Avantages
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.
Inconvénients
The call quality is high but if you have headsets that aren't very good it can create issues with audio.
Alternatives envisagées
Five9Pourquoi choisir NICE CXone
Overall CX one is a better product by far.Pourquoi passer à NICE CXone
Nice Incontact is a local company to us and we wanted to focus on inbound calls not outbound.Réponse de NICE inContact
Thanks for your review, Ashton! Glad to know about your experience!
- Secteur d'activité: Énergies renouvelables et environnement
- Taille de l'entreprise: 1 001-5 000 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 9.0 /10
It works great, with very few cons
Publié le 12/11/2019
Avantages
We like it because it's solid VoIP product that uses a low bandwidth codec, without sacrificing quality.
Inconvénients
A few of the settings aren't advertised that they're only configurable on the server-side. For example, the Auto-Answer doesn't always stick when the agent changes the setting themselves. We have to engage inContact's customer support to make that change on the Server config settings. That's annoying.
Réponse de NICE inContact
Erik, we appreciate the specific feedback. We will pass it on to the our product teams. Thank you for the review.
NICE CXone - FAQ
Voici quelques-unes des questions fréquentes sur NICE CXone.Q. Quels sont les types de licence disponibles pour NICE CXone ?
Types de licences disponibles pour NICE CXone :
- À partir de: 100,00 $US/mois
- Type de licence: Abonnement
- Essai gratuit: Disponible
Q. Qui utilise NICE CXone ?
Utilisateurs habituels du logiciel NICE CXone :
2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001-5 000
Q. Dans quelles langues NICE CXone est-il disponible ?
Langues dans lesquelles NICE CXone est disponible :
allemand, anglais, chinois, chinois traditionnel, coréen, espagnol, français, italien, japonais, portugais, russe
Q. NICE CXone prend-il en charge les appareils mobiles ?
Appareils pris en charge par NICE CXone :
Q. Avec quelles applications NICE CXone peut-il s'intégrer ?
Applications s'intégrant à NICE CXone :
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
Q. Quelles sont les ressources d'aide disponibles pour NICE CXone ?
Ressources d'aide disponibles pour NICE CXone :
Base de connaissances, Support téléphonique, Support 24/7 (réponse directe), Chat
Catégories connexes
Consultez toutes les catégories de logiciels trouvées pour NICE CXone.
- Logiciels de service client
- Logiciels de gestion du personnel
- Logiciels pour call center
- Logiciels helpdesk
- Logiciels de SVI (serveur vocal interactif)
- Logiciels de téléphonie
- Logiciels de contact client
- Logiciels de predictive dialer
- Logiciels d'enregistrement des appels
- Logiciels de numérotation automatique
- Logiciels de statistiques d'appels
- Logiciels de gestion des plaintes
- Logiciels pour support client
- Logiciels d'assurance qualité pour centre de contact