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Organizations of all sizes that need to deliver exceptional voice, digital, and self-service customer experiences across all interaction channels.
Contact centers with 200+ agents that want to easily manage their workforce across locations, channels and skills.
Mostly reliant software with great sound quality. Great call routing features and automation.
It sometimes crashes without warning and sometimes calls come in with no intro warning.
Ease of access - The ability to JUMP ON quickly is super important to grabbing those customer calls.
When you first log in and go available for service you can choose to connect but you have no choice after that and it is absolutely terrible.
The team likes to use the platform because it's straightforward and user friendly. We are happy with the choice.
I dislike some of the disposition status. I think there should be more of a difference between unavailable/ available status instead of sub- categories.
Is the first program I use to connect/call to other persons and it was really simple, friendly to use. I really like it and it was a good experience to start working with this tool.
Sometimes, calls get dropped automatically, which reflects as "refused," and negatively impacts employee efforts.
The ability to schedule and forecast real time great for our environment. Would like to see better forecasting model for omni-channel.
It is always loading or lagging and, combined with all of the drop downs and tabs, makes for a very frustrating experience even when trying to accomplish a simple task.
The agent dashboard is great. Agent experience is very nice, they enjoy the ability to see their schedules and flexibility to change their breaks.
Can be difficult to admin. Establishing new FG's and SG's or group allowances can be very confusing and is an overly complicated multi step process.
Easy use and the good performance, I'm happy to use the solution. Try this solution is make me feels more easy to staff our agents with a complex customers forcasts.
Sometimes my leave days are cancelled because system allows many people to overbook leave on same day.
Ability to schedule reports and download them later is a great feature. Ability to normalize for holidays is great.
The aplication sometimes has slow performance also this aplication has a problem, Automatic log outs.
Bernard: I'm Bernard, Contact Center as a Service Consultant, and I rate the CXone solution by NICE, a five out of five. For more reviews and information about the NICE CXone, click below. Before using the NICE CXone solution, we were using a Nortel PBX with manual processes and all on-premise type of infrastructure. And it was really time to go to an all cloud-based solution. NICE CXone was the perfect solution because it combined all of the power of the cloud with the contact center services and software that was needed along with integrated workforce management as well. The combination of the two really made it very simple to go from the world of the legacy to the world of the cloud with everything I needed, to have all of the solutions ready for clients and have it up and running very quickly. Getting started with NICE CXone is really quite easy. First of all, their team is terrific in terms of providing guidance and support during the process. By migrating the workflows in the legacy systems, you can replicate the overall call logic, and similarly, you can take the information and databases and import that into the CRM based capabilities, all resulting in a very fast transition to a cloud solution that allows agents to have immediate access to records and have the right number of agents available at all times. For anyone considering a cloud-based contact center solution, it's really quite an interesting way to evaluate the problem. The first thing you want to do is to look at how do you want to go to cloud for either a contact center only solution or a contact center and unified communication solution. Now, if you're looking for a combination of both, you may want to consider something like a RingCentral or 8x8 solution. But if you have your strategy for unified communications or unified communications as a service already in play and want to focus on the contact center world, then the NICE inContact solution provides a tremendous overlay and can definitely give you the best of both worlds, a UC solution, and in this case, a cloud-based contact center solution. If you're looking for something even larger, you might want to consider something from Five9, or maybe look at some of the solutions from Avaya as well. But for the most part, if you're a mid-size business, the NICE CXone is a tremendous solution, especially because of the integration with the workforce management. You'll have the right number of agents serving customers, and it'll ultimately lead to a tremendous service for your customers.
Bernard: Hi, I'm Bernard contact center as a service consultant. And I rate the Alvaria Workforce Management a four out of five. For more information about Alvaria and its solutions click below. Before using Alvaria, a solution involving a customized homegrown solution with Microsoft dynamics was being used without the power of a true workforce engagement management solution. And so Alvaria was by far more appealing for a larger enterprise in general. Alvaria is the most logical solution for an aspect, a branded contact center, which is where this essentially originated from many years ago. It's very tightly integrated into the workflows. And as a result, you can create the workforce engagement models for voice and for email and for chats and other forms of communications in a contact center. And it works extremely well. Alvaria's solutions are really designed to be used by professionals with experience in the workforce engagement environment. And so if you are a professional, who's worked in the workforce management field and know the lingo and the overall metrics. It's very easy to get started. I would say that this is a solution that's really more geared to the more sophisticated, larger enterprises and for a mid-size type business it may not be the best solution for you. And there's some other alternatives that may be suited to a business that wants very basic requirements. For those evaluating a workforce engagement solution or workforce management solution. I would suggest that you work with a workforce management consultant who can assist you in setting up the overall workflow, logic and business goals for the actual configuration. For most mid-sized companies, you might want to look for solutions from NICE and from Verint and a few others, or Calabrio that are more geared to the more cost effective cloud-based mid-market solutions. However, the Alvaria solution definitely is one of the leaders and will meet your requirements, especially for the larger enterprises.
CXone Mpower
Aspect Workforce
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