NICE offers the ability to integrate most communication channels in to a single agent interface.

When there is an outage it can be very difficult as the whole system typically fails at the same time. This has been very rare fortunately.

Ability to eliminate up to 10 other contact center platforms when fully leveraged reducing cost to manage by up to 50.

Nothing at this time that I dislike about this software.

Absolute worst implementation I have experienced. Ineffective account management.

The most important thing that I like about this software is that it is tracking everything you do.

This one is sleek looking, easy to use and the call/time tracking features are very useful. Probably the best software I've used for a helpdesk yet.

The software delivers on the promises. Easy to use, priced right and user friendly.

Also difficult to receive support...everything has to go through me (the admin) and it's been very disruptive to my day to day.

NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. There are times that customer could not hear agent on the other line yet or vv.

Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.

Sometimes the information is a little difficult to locate. Customer service is hit or miss depending on the situation you are calling about.

There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not.

I like the flexibility to work from anywhere that there is a computer and an internet connection. I am glad that I do not have to have specific hardware.

Overall this has been a pretty good software upgrade since it integrates with all the other NICE products and the support is amazing.

The technical support is awful. You have to submit examples every day because the examples expire.

The software is so easy to integrate and can withstand many employees. It helps manage the teams effectively.

Overall, the experience has been great. Especially on the analytics part, it helps me with identifying key areas I should be concentrating on so my team can be effective in their role.

Rejection of calls - it sometimes refuses your calls if your system doesn't pick up quick enough.

I use NICE in contact to receive calls from our client. I can say that the software is reliable and very easy to use.

Overall NICE inContact is a very user friendly software and I recommend it for any call centers.

We like incontact but we are a smaller company and everything cost money and I don't know if we are getting everything out of what we are currently paying.

I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.

It has excellent tools for order control, it is a great help for the company's logistic department, it is easy to use and very customizable.

I am part of a small IT team. We often have to coordinate with outside developers and vendors on projects and problems.

As Always i love issuetrack and how the system works, the system is extremely easy to use and the support team is always helpful with any issues we run across i would recommend this system to anyone.

It's super easy to use and extremely functional. Whenever we need assistance with something, the support team is super helpful and fast.

The ease of deployment and the licensing scheme.

The AD integration works well overall. Support has been great when it was needed, and the company seemed very interested in feedback for possible future improvement.

They are constantly listening and improving the software which is wonderful to keeping up with change.

It is extremely user friendly for our employees to use and a great tool we have implemented to both of our entities. We continue to expand our IssueTrak and continue to love it.

We use it for Help Desk, Asset Management, and issue tracking. The Active Directory integration works seamlessly once configured.

We use the product for a customer site to track system failures.

IssueTraks support team is super quick and super friendly. I would highly recommend this product.

Whenever I have a problem, which is rarely, the fix is quick. The only time I can't relax is when the site goes down, occasionally, usually a server problem.

It gives the management greater flexibility to pull the reports that worked on previous weeks and months.

Very good for getting customer service off of our website. Its very helpful for renting out suites in our building with a rotating clientele, with constantly different accounts being set up.

Occasional problems with KB articles not being editable after creation.

Great product with built in excellent tools that help manage service requests.

The guys are amazing, doesn't matter when you call or who you speak with, they are all very knowledgeable, Julian, Ryan, Chris and Patrick are all awesome.

Customer support is AMAZING. They answer everything quickly and efficiently and also give wonderful suggestions for ways to do things in the software that we couldn't have figured out ourselves.

It is very easy to learn - I had no experience with it in November, and became comfortable with it in just a few days. I especially like the Knowledge Base and Recurring Request features.

Absolutely fantastic issue tracking solution - works great for both staff and customers.

It is really easy to use and is good for auto-assigning and helping out our smaller sized IT team with solving and making workflow easy.

Multiple features and functions for great price. Updates consistently to resolve already existing issues while still improving the product.

I could go on and on, but suffice it to say for the price, this gem is amazing. I recommend it to anyone who will listen, and I look forward to the new ways Issuetrak will morph to support its users.

US Dollar

Organizations around the world are striving to deliver the ultimate customer experience, strengthen brand value, and boost efficiency. NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with rich CX capabilities and an AI purpose-built for CX to deliver truly remarkable customer experiences.

NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. 

With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX.

CXone is a highly composable and customizable platform with industry-leading CRM integrations, over 400 RESTful APIs, robust SDKs, a development center, DEVone partner program, and the CXexchange marketplace.

As a carrier, NICE offers native telephony services and is the only CCaaS provider to offer a MOS guarantee.

LongDescription

Support Ticket Management

Real-Time Analytics

Call Tagging

Employee Management

Call Transfer

Customer Surveys

Quality Management

Surveys & Feedback

Multi-Channel Management

Request Assignment

Performance Management

Email Alerts

Access Controls/Permissions

Activity Tracking

Leaderboards

SMS Messaging

Shift Swapping

Customer Service Analytics

Workflow Configuration

IVR/Voice Recognition

Automatic Call Distribution

Variable Workforce

Voice Mail

Timesheet Management

Rules-Based Workflow

Auto-Dialer

Blended Call Center

Categorization/Grouping

Communication Management

Customer Database

Call Recording

Call Logging

Automated Routing

Labor Forecasting

On-Demand Recording

Call Center Management

Call Disposition

Progressive Dialer

Template Management

VoIP

File Transfer

Call Routing

Process/Workflow Automation

Self Service Portal

Text to Speech

Recording

Contact Management

Customer Experience Management

VoIP Connection

Outbound Call Center

List Management

FCC Compliance

Skills Tracking

Survey/Poll Management

Recruitment Management

Call Scheduling

Performance Metrics

Inbound Call Center

Call Scripting

Phone Key Input

Multi-Channel Communication

Queue Management

Support Ticket Tracking

Social Media Integration

Time & Attendance

AI/Machine Learning

Multiple Scripts

Workflow Management

Predictive Dialer

Real-Time Updates

Email Management

Ticket Management

Campaign Specific Caller ID

Budgeting/Forecasting

Time Off Management

Event Triggered Actions

Activity Dashboard

Alerts/Notifications

Computer Telephony Integration

Reporting & Statistics

Knowledge Base Management

Network Monitoring

Telemarketing Management

Automated Scheduling

Real-Time Chat

Service Level Agreement (SLA) Management

Contractor Management

Chat/Messaging

Customizable Templates

Inbox Management

Macros/Templated Responses

Interaction Tracking

Manual Dialer

Multi-Language

Multiple Parties

Customer Journey Mapping

FTC Compliance

Alerts/Escalation

Mac OS

Web browser (OS agnostic)

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

2-10

11-50

51-200

201-500

501-1000

1000+

NICE CXone

In Person

Live Online

Webinars

Documentation

Videos

Issuetrak is a flexible issue tracking software solution that can be configured to suit the needs of a variety of industries and usages, including IT Help Desk, Customer Support, Project Management, and more.

Issuetrak can be deployed in the cloud or hosted on-premises and is suitable for departments and organizations of any size.

The product’s features include a Task Manager for task assignment and workflow creation, a suite of automation tools, round robin issue assignment, and intuitive reporting options. Issuetrak provides plenty of ways for users to customize their issue submission process, such as custom screens and user-defined fields. A number of add-on modules are available to supplement the base product with tools like Asset Management and Active Directory.

Users can also keep automatic audit records, organize their own Knowledge Base, edit their reporting dashboard to display their preferred metrics at a glance, and manage their issues via a centralized, customizable Issue Hub.

Issuetrak offers 24/7 support, as well as guided implementation and onboarding to assist users in configuring their site exactly how it’s needed.

Commenting/Notes

Case Management

Customizable Reports

Document Storage

Customer Segmentation

IT Asset Management

Real-Time Monitoring

Contract/License Management

Active Directory Integration

SSL Security

Change Management

Single Sign On

Project Management

Approval Process Control

Knowledge Management

Scheduled/Automated Reports

Change Planning

Customizable Fields

Collaboration Tools

Assignment Management

Customer Complaint Tracking

Problem Management

Help Desk Management

Audit Trail

Configurable Workflow

Mobile Access

Dashboard Creation

Service Reporting

Compliance Management

Routing

Service Catalog

Training Management

Issue Scheduling

Issuetrak is help desk and service desk software perfect for issue resolution and incident tracking of all kinds. We offer unlimited free users with up to 50 permissions controlled by your paid agents, including the ability to submit, edit, and close issues. And we make implementation easy - Cloud sites can be up in as little as 24 hours, and our top-rated, 100% U.S.-based 24/7 support is included! Both Cloud and On-Premise hosting options are available. No confusing tiers. No complicated math. Refreshing, don’t you think?

NICE CXone vs Issuetrak

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