Brand Embassy (discontinued) vs. NiCE CXone Mpower

Though the strengths I listed in the prior question are really hopeful, the negatives outweigh the positives so much that at this time I could not in good conscience recommend this product. I really hope those issues improve - if they do, this would be a really strong tool for a customer service-based company like ours. Particularly one with so many people working remotely. For now, I'm honestly thankful I was able to take a different position here in which I never plan to touch NICE again.

Incentivized

NICE CXone Mpower offers a great suite of products and tools appropriate for contact centers. It is a one stop shop for all of the monitoring, scheduling, reporting, and quality tools a large or small contact center may need. It is very feature rich and has many components, some of which we haven't even grown to adopt yet but may in the near future.

Incentivized

• All information about customers in one place.
• Very transparent and easy to use. It helps us to track our results in a very efficient way, as well as to handle our day to day activities in the best way.
• Amazing client services team.

• Workforce management is very easy to use
• Quality management allows evaluations to be objective
• Real time adherence allows me to know what everyone on the team is doing at a glance
• Reports allow us to evaluate the performance and helps us improve

Incentivized

• Option to rank the comments as positive/neutral/negative could be more uselful
• Some tool to archive selected posts for future references would be useful
• That's probably due to lack of technical skills :-], but we were not able to differentiate between fans and real customers in the app

• There can be changes in interface of the app, however it's still very good
• I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
• Hardly to find any other :)

Incentivized

I still use the platform: - its use is customer friendly - improves and speed up customer care on SM - improves speed and quality of internal processes/communication - monitor/measure all valuable metrics

Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.

Incentivized

Please see all other details from previous answers in this survey.

Incentivized

NICE CXone offers a very intuitive interface that is easy for our customers to understand in a short period of time and easy for us to administrate. All tools like Admin, ACD, Reporting, and Analytics are very user-friendly, and with little training, customers can reap the benefits of the tools.

Incentivized

NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them

Incentivized

NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.

Incentivized

It is difficult to describe just how awesome the support guys and gals at Brand Embassy are. Ever-present and eager to help, with kind and helpful attitude and you can really feel they are doing this to help you make results

inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.

Incentivized

The In-person training was fine for a general overview. I think it would have been really helpful to have a review of pre-built reports and how to use them as tools.

Incentivized

The training was very brief, teaching how to use the features for my role. Over time, I discovered many other features that were not explained. I believe that if it were done more completely, it would know the features earlier. An example of this is the productivity page, where I needed to measure together with my colleagues, to know the real information that the screen brought and, to my surprise, it was very useful.

Incentivized

We love the use of our new tools. However, NICE staff turnover was frustrating. We lost ground each time a new team took over. Some people were good some were not as much. Some people did great training while others were not as helpful

Incentivized

Better organized, with more identifiable and easily accessible data, not to mention, these two offer the bare bones of functionality. Sure you can see raw data but you cannot actually do anything with them as a whole - you need to do all the comparison and analysis yourself which can take a long time

When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.

Incentivized

The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers

Incentivized

• The first year when we started to focus on social care, we received 736 mentions. 4 years later we are dealing with 725, 942 mentions per year without the necessity to hire more people into our social care team. The seven of them are still able to respond to our customers very quickly and with high quality. And we believe that Brand Embassy is the key to our success in social care. Thanks to this tool we can simply manage such a big amount of mentions and questions.

• WFM and net staffing bar have allowed us to see hour by hour if we are over or under-staffed. This keeps us on track with our SLAs.
• The ability to evaluate calls and have the reps review the evaluations has been a crucial part of keeping our KPI where it needs to be.

Incentivized