High 6 NICE CXOne Options for Your Contact Middle

NICE is a cloud-based contact middle firm that’s been within the sport for the reason that late 90s. Its fundamental providing, CXone, is well-priced and makes use of AI to assist personalize caller interactions and make brokers extra productive, making it a alternative price contemplating for companies on the lookout for a contact middle as a service (CCaaS) resolution.

Nevertheless, NICE is just not with out its drawbacks, so companies on the lookout for a hosted contact middle resolution will wish to weigh their choices and perceive one of the best options to NICE CXone.

With that in thoughts, we’ve examined NICE CXone’s strengths and weaknesses and in contrast it with a number of of its high rivals to find options and present which of them stand out.

Strengths of NICE CXone

To establish nice options to NICE CXone, we must always first see what it does properly to offer us a baseline for comparability. Then, we will see what different choices do in another way and whether or not their choices are higher or worse. 

The next are 4 of NICE CXone’s high promoting factors.

Customization and adaptability

NICE CXone presents intensive customization, permitting companies to tailor the product to their specs. 

Customers can design their very own name scripts, customise their dashboards, create customized studies, and design queue routing that meets their wants.

Omnichannel capabilities

As one of many trade’s oldest contact middle firms, they’ve had a headstart relating to integrations in a multichannel setting. 

NICE CXone helps over 30 digital channels, together with cellphone, e mail, dwell chat, social media, and cell apps. This gives a number of buyer help and communications choices, so contact facilities can join with clients by way of their channels of alternative. 

Superior options

Given the latest rise in recognition of AI-powered instruments and options, it’s unsurprising that NICE CXone contains AI-driven options, similar to digital assistants, interplay summaries, and AI-enabled copilots. 

The platform additionally contains digital attendants — to supply efficiency insights — and options designed to spice up productiveness, similar to predictive dialers and workforce administration instruments.

Aggressive pricing

Whereas not an affordable contact middle resolution, NICE CXone presents aggressive pricing, and reviewers state that it gives good worth for the value. This will make it an economical resolution for companies conscious of their budgets.

Anticipate to pay $71–209 per consumer month-to-month to make use of NICE CXone. Sometimes, voice-enabled contact middle brokers begin at $94 month-to-month. Beneath is a snapshot from the NICE pricing web page: 

Why Prospects Search for NICE CXone Options

Whereas NICE CXone has a number of sturdy promoting factors, it’s not excellent. There are various causes clients and companies may look elsewhere for his or her contact middle wants, and the next are 5 causes.

No native UCaaS

NICE CXone is a robust CCaaS resolution, however it doesn’t present unified communications as a service (UCaaS) and requires integration with a third-party UCaaS supplier. So, organizations on the lookout for an built-in UCaaS–CCaaS resolution might want to look elsewhere.

That is why Jordan talked about in his evaluate that transferring calls is a novel function:

Complicated configuration

An incredible contact middle resolution must be straightforward to arrange and handle. That is one space the place NICE CXone can fall quick, as some customers have reported that it requires complicated configurations, which might be time-consuming and resource-intensive.

Service points and buyer help

Downtime could be a main drawback for contact facilities, and NICE CXone typically struggles with service points and downtime. Some customers have expressed dissatisfaction with the standard of the client help they’ve obtained, with unresolved points.

Moreover, NICE’s help and help aren’t included of their plans. Customers have reported excessive charges for buyer help, which could be a problem for companies with restricted budgets and technical experience.

Restrictive licensing

As customers have identified, NICE CXone’s licensing might be considerably restrictive, limiting how the platform can be utilized inside a company. Corporations with particular or area of interest contact middle wants ought to be certain these use instances are allowed inside the license.

Studying curves for reporting and add-ons

The NICE CXone platform has a steep studying curve. The challenges with reporting and utilizing add-on software program are significantly noteworthy, with many shoppers pointing these out as main obstacles.

High 6 Options to NICE CXone

If NICE CXone contact middle isn’t best for you, don’t fear — a number of different CCaaS choices exist. We’ve compiled an inventory of the highest six options to NICE to your consideration.

1. Nextiva

Nextiva is an entire CCaaS and UCaaS platform providing a variety of communications options, together with full-featured inbound and outbound contact middle software program. 

Amongst Nextiva’s key options are:

• AI-powered options: These options embody voice and chatbots, clever digital brokers (IVAs), computerized transcripts, and post-call summaries.
• Omnichannel communications: This permits brokers to speak with clients by way of voice, e mail, chat, SMS, or social media on a single platform.
• Name recording: This function is crucial for compliance and coaching.
• Auto dialer and automated outbound campaigns: These built-in options make reaching out to clients quicker and simpler.
• Analytics: These present monitoring, reporting, real-time summaries, and actionable insights.
• Native workforce optimization capabilities: These capabilities embody multi-skill and multichannel staffing forecasts, high quality monitoring, and training instruments.
• CRM integrations: A number of integrations with common options similar to HubSpot, Salesforce, and Zoho.
• Cellular app: This helps customers work from anyplace.

Nextiva is famend for its sturdy name administration and name move customization, in addition to its integrations with CRM, assist desk, and productiveness apps and options. Moreover, its 24/7 buyer help is extensively thought to be best-in-class and is offered at no additional value.

Why Nextiva is a good CXone different: It presents a variety of communication instruments and channels, AI-powered options, and top-class buyer help. The platform’s array of options, ease of deployment, aggressive pricing, and buyer help make it stand out from the competitors.

2. CloudTalk

CloudTalk is a VoIP enterprise calling resolution utilized by customer support and gross sales groups. Its name middle software program is secure and dependable, with a user-friendly interface. It presents a number of options designed to make contact facilities extra environment friendly:

• Good dialer and energy dialer: These streamline calling processes by eliminating the necessity for guide dialing.
• AI-powered conversational intelligence: Enhances buyer interactions by offering real-time insights and suggestions to brokers.
• Click on to name: This permits brokers to name numbers immediately from their units.
• CRM integrations: These integrations embody apps similar to Pipedrive, Zendesk, and Salesforce.

CloudTalk contains complete analytics to supply organizations with insights into their calls, clients, and agent efficiency. Moreover, it gives responsive buyer help.

Why CloudTalk is an effective CXone different: It presents secure, dependable communications, intensive, seamless integration capabilities, and glorious buyer help.

3. Five9

Five9 is a CCaaS supplier incessantly acknowledged as a pacesetter within the subject. Its resolution makes use of superior AI capabilities to supply the next:

• Interplay analytics: These rework buyer information from all channels into structured, actionable info.
• Sentiment evaluation: This gives insights into how clients are feeling on every name.
• Journey mapping: This exhibits brokers a buyer’s total historical past and journey throughout all channels.
• IVA and Agent Help: These chatbot options present brokers with real-time help, boosting effectivity and buyer satisfaction.

Different Five9 options of notice embody omnichannel routing, real-time reporting, social media integration, predictive dialing, workforce engagement administration, and CRM integrations.

Why Five9 is an effective CXone different: It presents refined IVR with speech recognition and a predictive dialer powered by machine studying to enhance contact middle effectivity. Moreover, its detailed real-time reporting and analytics are helpful for contact middle supervisors, serving to them to make sure compliance and coaching are updated throughout their groups.

4. JustCall

JustCall is an AI-driven communications firm with a concentrate on cellphone and SMS/MMS communications. JustCall’s merchandise embody inbound and outbound contact middle options providing AI-powered options to reinforce buyer interactions.

JustCall is understood for its highly effective messaging instruments and suite of productiveness instruments:

• Name transcripts: JustCall converts calls and voice recordings into transcripts (obtainable as a part of the JustCall IQ suite).
• Agent administration instruments: These are helpful for managing workforce group, efficiency, and scheduling
• Efficiency analytics: These embody name scoring to supply insights into how properly contact middle brokers deal with calls.
• Sentiment evaluation: This gives insights into how clients really feel throughout every name. 
• Reside name monitoring: This helps supervisors monitor their contact facilities, permitting them to step in on a name if wanted.
• CRM integrations: These embody Pipedrive, ActiveCampaign, and HubSpot.

Why JustCall is an effective CXone different: Its AI capabilities assist enhance buyer interactions whereas saving brokers’ and callers’ time. It contains calling and SMS/MMS credit in all its plans, offering a number of channels for purchasers.

5. Genesys

Genesys is a stalwart within the contact middle house. Its omnichannel contact middle resolution presents a variety of contact middle options: 

• Omnichannel routing: This ensures clients attain the appropriate agent irrespective of which communications channel they like.
• Interplay analytics: These collect new information and insights from buyer interactions. 
• Actual-time reporting: This retains contact middle supervisors updated on ongoing calls.
• AI-powered options: These embody speech and textual content analytics, Agent Help, chatbots, and predictive engagement.
• CRM and unified communication and collaboration (UCC) integrations: These embody Zendesk, Microsoft Dynamics, Microsoft Groups, and Zoom.

Genesys has a number of strengths, together with its superior AI capabilities, personalization, workforce engagement administration, and cell buyer help. These have made it a well-liked alternative amongst enterprises, though its pricing might make it unaffordable for smaller companies.

Why Genesys is an effective CXone different: It makes use of superior AI and nuanced sentiment evaluation to foretell buyer wants, present deep insights via interplay analytics, and acquire a greater understanding of consumers.

6. Aircall

Aircall is a cloud-based cellphone system that’s identified for its user-friendly interface, ease of setup, and talent to seamlessly combine with different instruments. It presents an array of cloud communication options:

• Name middle analytics: It contains dwell and historic dashboards to optimize efficiency, staffing, and planning.
• Name recording: This is a vital function for coaching, efficiency monitoring, gathering suggestions, and creating playbooks.
• Click on to dial: This protects time on dialing.
• CRM integrations: These embody Klaviyo, ActiveCampaign, and HubSpot.

Aircall’s sturdy analytics show necessary metrics and KPIs, offering actionable insights to contact middle supervisors. It additionally presents a digital name middle function, permitting organizations to handle and preserve a single contact middle even with a remotely distributed workforce.

Why Aircall is an effective CXone different: Aircall’s simplicity and ease of use make it an ideal resolution for groups that want an easy and environment friendly contact middle system. Its sturdy integration capabilities enable organizations to make use of it alongside the apps, instruments, and CRM platforms they often use.

The Verdict: Nextiva Wins

Trying on the choices, it’s clear that one alternative stands out from the remainder. 

Nextiva’s user-friendly interface, glorious buyer help, aggressive pricing, and sturdy but easy-to-understand function set make it a high different to NICE CXone. It’s not only a good choice — it’s nicer than NICE.

Nextiva will not be as well-known as another options, however that’s really a degree in its favor and has contributed to its top-class customer support. Nextiva’s account managers preserve a private relationship with their clients to supply personalised assist based mostly on every consumer’s wants.

Whereas NICE CXone presents an in depth vary of superior options and AI capabilities, its complexity, occasional service points, restrictive licensing, and lack of buyer help might be detrimental. However, Nextiva is straightforward, dependable, and inexpensive, making it a beautiful choice.

Whereas there are numerous nice options to NICE available on the market, companies searching for an efficient and easy-to-use communications platform with nice buyer help want look no additional than Nextiva.