Intouch Insight offers a portfolio of customer experience management (CEM) products and services that promise to help global brands delight their customers, strengthen brand reputation and improve financial performance. Intouch was founded in 1992 and works with over 300 brands in North America, offering its CEM software and services which include: customer experience management software survey software mobile forms software mystery shopping…
N/A
NiCE CXone Mpower
Score8.9 out of 10
N/A
NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.
Intouch Insights is great for companies needing to a deeper look at their customer base without the need to pay for a consultant to do it. Intouch does enable you to reach people on all platforms (desktop, mobile, tablet) and lets you create a decent experience too. If you're a small marketing team, make sure you allow the appropriate time span to set up and use the software as it can eat into time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Compatible with most smartphones: Our forms can be viewed and used on almost every smartphone. Some outliers may be phones that are not up-to-date on software.
Variety: We can make an array of form types enabling us to really update our mobile experience. We also have a good selection of question types to use to build out engaging forms rather than stale ones.
Simple to use: The builder interface is really simple to use. You can drag your questions to shake up the order, add images if needed, and you can even provide a question description to give users more detail.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Data can be "collected" offline: If the person uses the form offline, it's supposed to sync with our software after they come online. We've found that it doesn't always sync well and we have to use incomplete data or trash the form fill as a whole.
Set up is a little challenging: We had to work with a customer rep along with reading the help forum to get this set up the way we wanted it to be, causing us to use up time we didn't originally allot to it.
Issue alerts: While it does work most of the time, we have had a few hiccups with the issue alert functionality. We would actually find the issue or be informed of the issue before the software alerted us.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The lack of written SOPs makes some features (WFM / Performance management) very difficult to use. The training provided by NICE is extensive, but it's hard to remember everything shared in the hour. We spend so much time on the platform just trying to figure out how to use the features; it would be much easier with written instructions and screenshots.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Compared to InTouch, these three look like amateurs. They are far too simple and do not have the mobile capability and mobile display appearance as InTouch. While they are cheaper alternatives, you'd be losing out on a lot of key benefits, especially with analytics, that InTouch delivers to its users.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
