NICE is a cloud-based contact heart firm that’s been within the sport because the 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 value contemplating for companies in search of a contact heart as a service (CCaaS) resolution.
Nevertheless, NICE will not be with out its drawbacks, so companies in search of a hosted contact heart resolution will need to weigh their choices and perceive the most effective 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 opponents to find options and present which of them stand out.
Strengths of NICE CXone
To determine nice options to NICE CXone, we must always first see what it does effectively to provide 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 suppleness
NICE CXone gives in depth customization, permitting companies to tailor the product to their specs.
Customers can design their very own name scripts, customise their dashboards, create customized stories, and design queue routing that meets their wants.
As one of many trade’s oldest contact heart corporations, they’ve had a headstart concerning integrations in a multichannel surroundings.
NICE CXone helps over 30 digital channels, together with telephone, e-mail, reside chat, social media, and cellular apps. This gives a number of buyer assist and communications choices, so contact facilities can join with prospects through their channels of alternative.
Given the current rise in reputation of AI-powered instruments and options, it’s unsurprising that NICE CXone consists of AI-driven options, corresponding to digital assistants, interplay summaries, and AI-enabled copilots.
The platform additionally consists of digital attendants — to supply efficiency insights — and options designed to spice up productiveness, corresponding to predictive dialers and workforce administration instruments.
Whereas not an inexpensive contact heart resolution, NICE CXone gives aggressive pricing, and reviewers state that it gives good worth for the value. This will make it a cheap resolution for companies conscious of their budgets.
Anticipate to pay $71–209 per person month-to-month to make use of NICE CXone. Sometimes, voice-enabled contact heart brokers begin at $94 month-to-month. Beneath is a snapshot from the NICE pricing web page:
Why Prospects Search for NICE CXone Alternate options
Whereas NICE CXone has a number of robust promoting factors, it’s not excellent. There are lots of causes prospects and companies may look elsewhere for his or her contact heart wants, and the next are 5 causes.
No native UCaaS
NICE CXone is a robust CCaaS resolution, nevertheless it doesn’t present unified communications as a service (UCaaS) and requires integration with a third-party UCaaS supplier. So, organizations in search of an built-in UCaaS–CCaaS resolution might want to look elsewhere.
Because of this Jordan talked about in his overview that transferring calls is a novel function:
An excellent contact heart resolution must be straightforward to arrange and handle. That is one space the place NICE CXone can fall brief, as some customers have reported that it requires advanced configurations, which could be time-consuming and resource-intensive.
“[NICE] fees heavy charges for such assist (not included along with your recurring service charges) and as such there are lots of options we’re merely not leveraging. We’ve even deserted using some options as a result of the best way they current within the shopper software program is simply too cumbersome for finish customers to deal with reliably.”
Service points and buyer assist
Downtime is usually 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 assist they’ve obtained, with unresolved points.
Moreover, NICE’s assist and help aren’t included of their plans. Customers have reported excessive charges for buyer assist, which is usually a problem for companies with restricted budgets and technical experience.
As customers have identified, NICE CXone’s licensing could be considerably restrictive, limiting how the platform can be utilized inside a corporation. Firms with particular or area of interest contact heart wants ought to ensure that these use circumstances are allowed throughout 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 Alternate options to NICE CXone
If NICE CXone contact heart isn’t best for you, don’t fear — a number of different CCaaS choices exist. We’ve compiled a listing of the highest six options to NICE to your consideration.
Nextiva is a whole CCaaS and UCaaS platform providing a variety of communications options, together with full-featured inbound and outbound contact heart software program.
Amongst Nextiva’s key options are:
- AI-powered options: These options embody voice and chatbots, clever digital brokers (IVAs), automated transcripts, and post-call summaries.
- Omnichannel communications: This enables brokers to speak with prospects through 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 prospects sooner 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 well-liked options corresponding to HubSpot, Salesforce, and Zoho.
- Cell 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 assist is broadly considered best-in-class and is out there at no further price.
Why Nextiva is a superb CXone different: It gives a variety of communication instruments and channels, AI-powered options, and top-class buyer assist. The platform’s array of options, ease of deployment, aggressive pricing, and buyer assist make it stand out from the competitors.
CloudTalk is a VoIP enterprise calling resolution utilized by customer support and gross sales groups. Its name heart software program is steady and dependable, with a user-friendly interface. It gives 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 enables brokers to name numbers immediately from their units.
- CRM integrations: These integrations embody apps corresponding to Pipedrive, Zendesk, and Salesforce.
CloudTalk consists of complete analytics to supply organizations with insights into their calls, prospects, and agent efficiency. Moreover, it gives responsive buyer assist.
Why CloudTalk is an efficient CXone different: It gives steady, dependable communications, in depth, seamless integration capabilities, and wonderful buyer assist.
Five9 is a CCaaS supplier continuously acknowledged as a frontrunner within the discipline. 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 prospects are feeling on every name.
- Journey mapping: This reveals brokers a buyer’s total historical past and journey throughout all channels.
- IVA and Agent Help: These chatbot options present brokers with real-time assist, boosting effectivity and buyer satisfaction.
Different Five9 options of word embody omnichannel routing, real-time reporting, social media integration, predictive dialing, workforce engagement administration, and CRM integrations.
Why Five9 is an efficient CXone different: It gives subtle IVR with speech recognition and a predictive dialer powered by machine studying to enhance contact heart effectivity. Moreover, its detailed real-time reporting and analytics are helpful for contact heart supervisors, serving to them to make sure compliance and coaching are updated throughout their groups.
JustCall is an AI-driven communications firm with a deal with telephone and SMS/MMS communications. JustCall’s merchandise embody inbound and outbound contact heart 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 (out there as a part of the JustCall IQ suite).
- Agent administration instruments: These are helpful for managing crew group, efficiency, and scheduling
- Efficiency analytics: These embody name scoring to supply insights into how effectively contact heart brokers deal with calls.
- Sentiment evaluation: This gives insights into how prospects really feel throughout every name.
- Stay 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 efficient CXone different: Its AI capabilities assist enhance buyer interactions whereas saving brokers’ and callers’ time. It consists of calling and SMS/MMS credit in all its plans, offering a number of channels for purchasers.
Genesys is a stalwart within the contact heart area. Its omnichannel contact heart resolution gives a variety of contact heart options:
- Omnichannel routing: This ensures prospects 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 heart 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 cellular buyer assist. These have made it a preferred alternative amongst enterprises, though its pricing might make it unaffordable for smaller companies.
Why Genesys is an efficient CXone different: It makes use of superior AI and nuanced sentiment evaluation to foretell buyer wants, present deep insights by interplay analytics, and acquire a greater understanding of shoppers.
Aircall is a cloud-based telephone system that’s recognized for its user-friendly interface, ease of setup, and skill to seamlessly combine with different instruments. It gives an array of cloud communication options:
- Name heart analytics: It consists of reside and historic dashboards to optimize efficiency, staffing, and planning.
- Name recording: This is a crucial 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 essential metrics and KPIs, offering actionable insights to contact heart supervisors. It additionally gives a digital name heart function, permitting organizations to handle and preserve a single contact heart even with a remotely distributed workforce.
Why Aircall is an efficient CXone different: Aircall’s simplicity and ease of use make it an incredible resolution for groups that want an easy and environment friendly contact heart system. Its robust integration capabilities enable organizations to make use of it alongside the apps, instruments, and CRM platforms they frequently use.
The Verdict: Nextiva Wins
Wanting on the choices, it’s clear that one alternative stands out from the remainder.
Nextiva’s user-friendly interface, wonderful buyer assist, 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 might not be as well-known as another options, however that’s really some extent in its favor and has contributed to its top-class customer support. Nextiva’s account managers preserve a private relationship with their prospects to supply personalised assist primarily based on every person’s wants.
Whereas NICE CXone gives an intensive vary of superior options and AI capabilities, its complexity, occasional service points, restrictive licensing, and lack of buyer assist could be detrimental. Alternatively, Nextiva is straightforward, dependable, and reasonably priced, making it a horny choice.
Whereas there are various nice options to NICE in the marketplace, companies searching for an efficient and easy-to-use communications platform with nice buyer assist want look no additional than Nextiva.
Develop sooner with contact heart AI.
Serve prospects with fewer assets utilizing Nextiva’s AI-powered CCaaS.