Find out what your peers are saying about Microsoft, OpenText, IBM and others in Enterprise Content Management.
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.
There are Adobe engineers, sales representatives, and engineers assigned to Sephora North America.
They are attentive to big companies but tend to be negligent towards mid-sized companies.
They are always supportive.
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.
You cannot simply add more servers without purchasing the license.
The scalability of Adobe Experience Manager is pretty good because we have so many engineers that are knowledgeable about and have experience in altering the Adobe Experience Manager system.
I have migrated approximately 500 people to the system, and it can certainly support more users beyond this number.
Since they are enterprise and have significant digital business coming through the digital medium, the stability of the product is very important.
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.
Technical support could be improved, especially for smaller companies.
Many people complain about the price as it's one of the most expensive tools.
There should be a direct sync between the UAT lower environment to the production higher environment.
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.
Adobe Experience Manager is expensive compared to competitors.
For large enterprises, the cost is often comparable with other major CMSs.
Feature-wise, I believe the dispatcher module is the best aspect of Adobe Experience Manager.
The integration of customer behavior and website setup is impressive.
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 (%) |
|---|---|
| Adobe Experience Manager | 3.2% |
| SharePoint | 15.0% |
| OpenText Documentum Content Management | 10.2% |
| Other | 71.6% |
| Product | Market Share (%) |
|---|---|
| NICE CXone | 13.5% |
| Genesys Cloud CX | 20.7% |
| Verint Open CCaaS | 8.6% |
| Other | 57.199999999999996% |
| Company Size | Count |
|---|---|
| Small Business | 5 |
| Midsize Enterprise | 2 |
| Large Enterprise | 14 |
| Company Size | Count |
|---|---|
| Small Business | 10 |
| Midsize Enterprise | 5 |
| Large Enterprise | 3 |
Adobe Communique 5 (Adobe CQ5), currently manifested as Adobe Experience Manager (AEM), is a web-based content management system which is developed to help businesses in offering high-end digital experience to their customers.
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.
We monitor all Enterprise Content Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
