CXone Mpower
En savoir plus sur CXone Mpower
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
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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 : Services et technologies de l'information
- Taille de l'entreprise : 51–200 employés
- Logiciel utilisé tous les jours pendant plus de deux ans
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 10.0 /10
Excellent VOIP Service
Publié le 19/05/2020
We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over...
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.
Avantages
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.
Inconvénients
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.
Alternatives envisagées
Five9Pourquoi choisir CXone Mpower
We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested inLogiciel antérieur
Five9Réponse de NICE
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
- Secteur d'activité : Santé, bien-être et fitness
- 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 10.0 /10
Great Product
Publié le 30/08/2023
Avantages
Very easy to use, able to be deployed with little to no issues and it is always kept up to date
Inconvénients
Tech support can take a little longer to get a case worked when something does come up
Pourquoi choisir CXone Mpower
It was not able to integrate with our CRM very easily, required 3rd party customized solutions to make things work how we neededLogiciel antérieur
MiVoice Business SolutionPourquoi passer à CXone Mpower
The ability to intgrate with out using 3rd parties- Secteur d'activité : Biens de consommation
- Taille de l'entreprise : 201–500 employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
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Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 0.0 /10
I can't use this
Publié le 31/08/2023
I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business...
I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.
Avantages
Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).
Inconvénients
You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.
- Secteur d'activité : Services et technologies de l'information
- Taille de l'entreprise : 10 000+ employés
- Logiciel utilisé tous les jours pendant 6 à 12 mois
-
Provenance de l'avis
Note globale
- Rapport qualité-prix
- Simplicité d'utilisation
- Support client
- Probabilité de recommander le produit 6.0 /10
How "Nice" of You to Read My "inContact" Review!!
Publié le 25/02/2021
I am using this platform as a call center management system. Our Service Desk employees all use...
I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.
Avantages
I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.
Inconvénients
I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.
- Secteur d'activité : Logiciels
- Taille de l'entreprise : 51–200 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
Swiss Army Knife
Publié le 27/10/2020
They are a fair and firm company that says what they will do, and they do what they say.
They are a fair and firm company that says what they will do, and they do what they say.
Avantages
There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.
Inconvénients
I wish that there were sentiment analysis for the SMS side of the omnichannel.
Alternatives envisagées
TwilioPourquoi choisir CXone Mpower
I needed HIPAA compliance and a 99.99% SLA.Logiciel antérieur
TwilioPourquoi passer à CXone Mpower
It had all of the products ready to go for omnichannel.CXone Mpower - FAQ
Voici quelques-unes des questions fréquentes sur CXone Mpower.Q. Quels sont les types de licence disponibles pour CXone Mpower ?
Types de licences disponibles pour CXone Mpower :
- À partir de : 71,00 $US/mois
- Type de licence : Abonnement
- Version d’essai gratuite : Disponible
Q. Qui utilise CXone Mpower ?
Utilisateurs habituels du logiciel CXone Mpower :
2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000
Q. Dans quelles langues CXone Mpower est-il disponible ?
Langues dans lesquelles CXone Mpower est disponible :
allemand, anglais, arabe, bulgare, chinois, chinois traditionnel, coréen, croate, danois, espagnol, français, grec, italien, japonais, norvégien, néerlandais, polonais, portugais, roumain, russe, suédois, tchèque, thaï
Q. CXone Mpower prend-il en charge les appareils mobiles ?
Appareils pris en charge par CXone Mpower :
Q. Avec quelles applications CXone Mpower peut-il s'intégrer ?
Applications s'intégrant à CXone Mpower :
AnswerDash, Applango, Atos Suite, Bullhorn ATS & CRM, CallVU, Cyara, Dizzion, Dynamics 365, Firefly, Fuze, Haptik, Inbenta, Ivinex CRM, Lightico, Linc, LogMeIn Central, LogMeIn Pro, Microsoft Teams, NGNCloudComm, Oracle Service, ProcedureFlow, RemoteDesk, SAP Customer Experience, Salesforce Platform, ServiceNow, SmartAction Omni-bot, SpiceCSM, Streem, SugarCRM, Textel, VisualCue, Voxjar, Zendesk Suite, Zoom Workplace, livepro
Q. Quelles sont les ressources d'aide disponibles pour CXone Mpower ?
Ressources d'aide disponibles pour CXone Mpower :
Service client/e-mail, FAQ/forums, Base de connaissances, Support téléphonique, Support 24/7 (réponse directe), Chat
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