3.8 out of 5 (5 Ratings)
Sep 13, 2016
Worked well: 1.) Pre-Sales engagements are impressive. 2.) Good partner to Metlife. Not so well: 1.) For the WFM upgrade to SaaS Postgres to Oracle, upgarde has been very slow and challenging for NICE & Metlife. 2.) The WFM cloud project planning did not contain the level of detail to convert the environment prem to a cloud. 3.) VOC implementation had many missed steps and defects that created rework and delayed implementation timeline. 4.) Escalation paths are not well defined for timely disposition especially because of offshore staff in Israel. 5.) The product suite is not well integrated or thoroughly and thoughtfully designed.
Sep 13, 2016
Excellent relationship, easy to speak to people when there's an issue which needs addressing. Proactive approach and drive to move forward. The main challenge has been with 2nd Line support which is improving following feedback which shows listening.
Sep 11, 2016
The overall experience was collaborative and focused on delivering a robust quality optimisation and workforce management solution. The NICE team was responsive during the evaluation, selection and requirements process. The products showed insight into the future of customer and agent engagement as well as a strong desire to integrate and grow into other contact centre technologies. Upon go-live, we had some issues working with our system integrator and given the arrangements and deployment strategy, it caused delays in our time to value. We overcame these through some strong collaboration and extra training, but it was business impacting.
Sep 7, 2016
I believe that the folks doing the work are knowledgeable, but the training is not up to par.
Sep 6, 2016
Implementation was well coordinated but needs to improve on customer service. We are still waiting for an answer to a technical question, which had been opened for last two months.