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High 6 NICE CXOne Alternate options for Your Contact Heart


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

Nonetheless, NICE is just not with out its drawbacks, so companies on the lookout for a hosted contact heart resolution will wish 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 properly to offer us a baseline for comparability. Then, we will see what different choices do otherwise 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 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 reviews, and design queue routing that meets their wants.

Omnichannel capabilities

As one of many business’s oldest contact heart firms, they’ve had a headstart relating to integrations in a multichannel atmosphere. 

NICE CXone helps over 30 digital channels, together with cellphone, e-mail, reside chat, social media, and cell apps. This gives a number of buyer help and communications choices, so contact facilities can join with prospects through their channels of selection. 

Omnichannel vs. Multichannel Contact CenterOmnichannel vs. Multichannel Contact Center

Superior options

Given the current rise in recognition of AI-powered instruments and options, it’s unsurprising that NICE CXone consists of AI-driven options, equivalent 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, equivalent to predictive dialers and workforce administration instruments.

Aggressive pricing

Whereas not an inexpensive contact heart resolution, NICE CXone gives aggressive pricing, and reviewers state that it gives good worth for the worth. This may make it a cheap 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 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 sturdy promoting factors, it’s not good. 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 strong CCaaS resolution, nevertheless 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.

This is the reason Jordan talked about in his evaluation that transferring calls is a novel function:

Possible reason for exploring NICE CXone alternatives - missed calls. (G2 review)Possible reason for exploring NICE CXone alternatives - missed calls. (G2 review)

Advanced configuration

An excellent contact heart 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 advanced configurations, which will be time-consuming and resource-intensive.

“[NICE] fees heavy charges for such help (not included together with your recurring service charges) and as such there are numerous options we’re merely not leveraging. We’ve even deserted the usage of some options as a result of the way in which they current within the shopper software program is simply too cumbersome for finish customers to deal with reliably.”

Paul Jebe

IT Supervisor (51–200 workers)

Service points and buyer help

Downtime is usually a main drawback for contact facilities, and NICE CXone usually struggles with service points and downtime. Some customers have expressed dissatisfaction with the standard of the shopper 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 is usually a problem for companies with restricted budgets and technical experience.

Restrictive licensing

As customers have identified, NICE CXone’s licensing will 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 be sure 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 notably 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 an inventory of the highest six options to NICE to your consideration.

1. Nextiva

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. 

Nextiva Contact Center - Top NICE CXone alternativeNextiva Contact Center - Top NICE CXone alternative

Amongst Nextiva’s key options are:

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

Why Nextiva is a good CXone various: It gives 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 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:

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

Why CloudTalk is an effective CXone various: It gives steady, dependable communications, in depth, seamless integration capabilities, and glorious buyer help.

3. Five9

Five9 is a CCaaS supplier steadily acknowledged as a frontrunner within the area. Its resolution makes use of superior AI capabilities to supply the next:

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

Why Five9 is an effective CXone various: It gives refined 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.

4. JustCall

JustCall is an AI-driven communications firm with a give attention to cellphone 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:

Why JustCall is an effective CXone various: 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.

5. Genesys

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

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 preferred selection amongst enterprises, though its pricing might make it unaffordable for smaller companies.

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

brand-sentiment-dashboard-nextivabrand-sentiment-dashboard-nextiva

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 gives an array of cloud communication options:

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

Why Aircall is an effective CXone various: Aircall’s simplicity and ease of use make it an incredible resolution for groups that want a simple and environment friendly contact heart system. Its sturdy integration capabilities enable organizations to make use of it alongside the apps, instruments, and CRM platforms they recurrently use.

The Verdict: Nextiva Wins

Trying on the choices, it’s clear that one selection 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 various to NICE CXone. It’s not only a good choice — it’s nicer than NICE.

Nextiva is the best contact center for small and medium-sized businesses. Nextiva is the best contact center for small and medium-sized businesses.

Nextiva is probably not as well-known as another options, however that’s truly some extent in its favor and has contributed to its top-class customer support. Nextiva’s account managers keep a private relationship with their prospects to supply customized assist primarily based on every consumer’s wants.

Whereas NICE CXone gives an in depth vary of superior options and AI capabilities, its complexity, occasional service points, restrictive licensing, and lack of buyer help will be detrimental. Then again, Nextiva is easy, dependable, and reasonably priced, making it a gorgeous 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 help want look no additional than Nextiva.

Develop quicker with contact heart AI.

Serve prospects with fewer sources utilizing Nextiva’s AI-powered CCaaS.

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