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It also provides good security and the ability for normal users to create simple applications without needing developers.
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.
It would be beneficial if Microsoft had more expert customer support staff.
We have had good support from Microsoft, with responsive and well-trained staff who are very polite.
I haven't needed any support from Microsoft with Microsoft 365 Business; in my three years, I haven't encountered any instances.
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.
The file-sharing feature in Microsoft 365, specifically using OneDrive, is unreliable.
The stability of Microsoft 365 Business is rated nine out of ten.
It works properly, and I have never needed to contact support.
We maintain a good working relationship with NICE CXone, and their technical support is effective.
While the system often operates without issues, there have been instances of reports involving VM resource congestion, WFM issues, and RT problems.
Once you start using this product, it becomes difficult to switch to alternatives.
The comprehensive nature of the solution justifies the cost.
Microsoft has very poor security, and Defender is ineffective.
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.
Microsoft 365 is cost-intensive, and alternate options like OpenOffice, LibreOffice, or Google Workspace are not as expensive.
The solution might be considered pricey for some, however, the comprehensiveness of the suite justifies its cost.
It could be more affordable.
Using Teams helps our team's productivity because rather than having to make a proper chart again, if I am reviewing someone else's work and I find a mistake, I'll just do it in Excel and it automatically gets updated in the PPT.
Whether users are in the office, outside, or at home, they remain connected which makes the work proceed efficiently.
Microsoft 365 Business integrates well and improves communication, cooperation, and security.
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 (%) |
|---|---|
| Microsoft 365 Business | 7.1% |
| Jamf Pro | 21.6% |
| NinjaOne | 8.1% |
| Other | 63.199999999999996% |
| 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 | 110 |
| Midsize Enterprise | 44 |
| Large Enterprise | 101 |
| Company Size | Count |
|---|---|
| Small Business | 10 |
| Midsize Enterprise | 5 |
| Large Enterprise | 3 |
Microsoft 365 Business offers a comprehensive suite of tools for communication, collaboration, and productivity, providing seamless integration and cloud accessibility across apps like Teams, Outlook, and SharePoint, ensuring businesses can operate efficiently and flexibly.
Designed for modern work environments, Microsoft 365 Business enhances productivity through apps like OneNote and Power BI. Its integration across Word, Excel, and PowerPoint enables efficient data management and communication across devices, boosting workflow and collaboration. Despite some limitations in platform integration and scalability, its user-friendly interface, high security, and automatic updates promote broad adoption. Issues with interface complexity, licensing, and responses from technical support require attention. Enhanced AI integration and reduced resource consumption could further improve user experience.
What are the key features of Microsoft 365 Business?Microsoft 365 Business is implemented in diverse industries, supporting sectors like education, finance, healthcare, and tech. It enhances collaboration in remote work environments, enabling secure data management in compliance-focused industries. Features like enhanced email management and cloud-based document storage are leveraged to improve operations and efficiency.
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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