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Wat is NICE CXone?

NICE inContact is een populair cloudgebaseerd platform voor klantbeleving. CXone levert omnichannel routering, analyse, personeelsoptimalisatie, automatisering en AI, en ondersteunt organisaties van elke omvang om uitzonderlijke klantervaringen te bieden via meerdere kanalen.

Wie gebruikt NICE CXone?

Contactcenters in kleine, middelgrote of grote ondernemingen en overheidsorganisaties gebruiken NICE inContact CXone om uitzonderlijke klantervaringen te bieden via alle kanalen (digitaal en spraak).

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NICE CXone Software - 5

Twijfels over NICE CXone? Vergelijk met een populair alternatief

NICE CXone

NICE CXone

4,2 (565)
US$ 71,00
maand
Gratis versie
Gratis proefversie
127
38
4,2 (565)
4,1 (565)
4,0 (565)
VS.
Beginprijs
Prijsopties
Functies
Integraties
Gebruiksgemak
Prijs-kwaliteitverhouding
Klantenservice
Geen prijsinformatie gevonden
Gratis versie
Gratis proefversie
108
7
4,3 (185)
4,0 (185)
4,3 (185)
Groene beoordelingsbalken geven het winnende product aan, op basis van de gemiddelde beoordeling en het aantal reviews.

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Videovergaderen

Reviews over NICE CXone

Gemiddelde score

In totaal
4,2
Gebruiksgemak
4,2
Klantenservice
4,0
Functies
4,1
Prijs-kwaliteitverhouding
4,1

Reviews op basis van bedrijfsgrootte (werknemers)

  • <50
  • 51-200
  • 201-1.000
  • >1.001
Bernard
Bernard
Cloud Applications Consultant
Geverifieerde LinkedIn-gebruiker
Detailhandel, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Excellent CCaaS Leader

5,0 2 jaar geleden
Bijschriften in het Nederlands beschikbaar in de videospeler
Saskia
Saskia
Senior Director Sales Marketing in VS
Geverifieerde LinkedIn-gebruiker
Restaurants, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Excellent Resource; Future Versions Will Be Even Better

5,0 5 maanden geleden

Opmerkingen: It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them.

Pluspunten:

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Minpunten:

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time.

Emily
VP Contct Centers in VS
Horeca, 10.000+ werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

InContact Review

4,0 4 jaar geleden

Pluspunten:

Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Minpunten:

Analytics are hard to use and are not accurate based on what I know. InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months. We need additional widgets in the dashboard but can't get them.

Reactie NICE

4 jaar geleden

Thanks for your detailed review, Emily!

Amanda
Benefits Assistance Center Team Lead in VS
Verzekeringen, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

NICE CXone is a significant upgrade from our previous system!

4,0 3 weken geleden Nieuw

Opmerkingen: Overall, our experience with NICE CXone has been above and beyond what we were hoping for. The customer service is amazing, and any time we have questions or any type of issue, we can bring it to our dedicated account manager, and he is super knowledgeable and always goes to bat for us when necessary.

Pluspunten:

CXone has great call features. Very reliable, has all of the capabilities we need. Vast reporting options as well.

Minpunten:

The email capabilities are not nearly as advanced as the call features. We definitely are limited in some aspects of our email processes and would love for these features to be more developed in the future.

Brittney
Director, Customer Support in
Financiële dienstverlening, 51-200 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer
Bron: SoftwareAdvice

InContact Cloud Software

3,0 7 jaar geleden

Opmerkingen: 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.

Pluspunten:

The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.

Minpunten:

The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.

Anthony
Platform and Workforce Manager in Australië
Bankwezen, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great Platform

5,0 2 weken geleden Nieuw

Pluspunten:

Ease of use, reporting stack and the support from the TAMs

Minpunten:

I think QMA could be better regarding plans and reporting.