3CX Live Chat and NICE CXone compete in the contact center solutions category. 3CX Live Chat may have an edge in ease of deployment and cost-effectiveness, while NICE CXone offers a broader feature set suitable for complex operations.
Features: 3CX Live Chat is noted for its ease of deployment, scalability, and extensive features like VoIP integration, call recording, and mobile and desktop clients, making it versatile for various business sizes. NICE CXone excels with its advanced scripting tools, omnichannel capabilities, and consistent analytics across platforms, suited for complex call center needs.
Room for Improvement: 3CX Live Chat could expand Linux support, improve web conferencing, and enhance reporting options. Users request broader VoIP handset compatibility and better mobile app functionalities. NICE CXone users suggest better audio quality, a more intuitive interface, and simpler reporting features, along with improved external training and update communication.
Ease of Deployment and Customer Service: 3CX Live Chat provides flexible deployment options including Public, Private, On-premises, and Hybrid Clouds, appreciated for various environments. While users note an active community and responsive support, they recommend better 24/7 availability. NICE CXone supports Public and Private Clouds, with satisfactory technical support, but users see room for improvement in local support, especially in South Africa.
Pricing and ROI: 3CX Live Chat is valued for its straightforward pricing based on concurrent calls, deemed cost-effective without hidden fees. Users achieve fast ROI through cost savings and efficiency. NICE CXone’s pricing may appear complex due to its repository-based system, but users report substantial ROI, justifying higher upfront costs with efficient services and features.
NICE CXone saves time and resources due to its cloud-based nature, where infrastructure management is handled by AWS, reducing the need for me to manage it.
When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.
The switch from using Avaya, which required connecting to a hard or soft phone, to using WebRTC via a web browser has significantly improved customer service efficiency.
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NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.
NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.
What are the key features of NICE CXone?NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.
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