3CX Live Chat and NICE CXone compete in the communication platform category. While both are robust solutions, NICE CXone has an edge in providing comprehensive reporting and control, making it more suitable for large-scale operations.
Features: 3CX Live Chat offers a versatile Windows-based VoIP PBX with easy deployment and integration capabilities with SIP gateways. It supports both on-premises and cloud environments, suited for various business sizes due to its scalability. NICE CXone provides omnichannel engagement with real-time analytics, featuring CXone Studio for easy call flow scripting and seamless WebRTC integration for enhanced customization.
Room for Improvement: 3CX Live Chat needs improved integration with third-party solutions and broader auto-provisioning options. It could also strengthen its Linux support and CRM integrations. NICE CXone could enhance its interface and real-time analytics, as well as social media integration. Flexible pricing and better cost management are also areas for improvement.
Ease of Deployment and Customer Service: 3CX Live Chat is easy to set up across various cloud environments, though customer service can sometimes be delayed. Its technical support is efficient but not always 24/7. NICE CXone is primarily cloud-based, offering generally satisfactory customer service with well-rated technical support. Simplified global support procedures could enhance its service.
Pricing and ROI: 3CX Live Chat is cost-effective with no per-user fees, offering significant ROI and scalable licensing suitable for small to mid-sized businesses. NICE CXone, while feature-rich, requires careful cost management as additional services can increase expenses. Both platforms provide cost savings, but 3CX Live Chat is often seen as more economical.
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.
We have our own technical account manager which provides us with substantial visibility.
When I faced an issue with reaching a Poland DID that was ported to NICE CXone, their support team resolved the problem immediately.
If the issue is network-related or involves configuration, or maybe implementing a new tool, it might take north of 24 hours to identify the right resource to assist you.
I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
In general, the stability is good.
While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.
Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.
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.
Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents.
| Product | Market Share (%) |
|---|---|
| NICE CXone | 8.6% |
| 3CX Live Chat | 7.1% |
| Other | 84.3% |
| Company Size | Count |
|---|---|
| Small Business | 40 |
| Midsize Enterprise | 6 |
| Large Enterprise | 2 |
| Company Size | Count |
|---|---|
| Small Business | 10 |
| Midsize Enterprise | 5 |
| Large Enterprise | 3 |
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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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