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NICE IEX

3.8
(13)

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NICE IEX Reviews

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Showing 13 NICE IEX reviews
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NICE IEX review by Sarah D.
Sarah D.
Validated Reviewer
Review Source

"IEX for Scheduling Call Center Workforce"

What do you like best?

Keeps me organized and on task to help me remember what I did during the day. I'm able to put in different exceptions to hold myself accountable for the work and delegation of work throughout the day.

What do you dislike?

This could be the way my company uses the tool but it's very cumbersome to add exceptions to the workday and takes what I feel like too much time. The system has to be manually updated each week vs having someone's 'normal' schedule be inputted automatically and just adjusted from there. Seems time consuming to be entered in manually each week when schedules don't always change.

Recommendations to others considering the product

Definitely a good product to keep workforce accountable with tangible data to refer back to

What business problems are you solving with the product? What benefits have you realized?

Scheduling for a call center and keeping everyone accountable for what they should be doing vs what they did during the workday. It also allows the data to become tangible so depts can be held accountable and everyone can refer back year over year to see what kind of labor is needed based on previous scheduling.

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NICE IEX review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Excellent tool for "

What do you like best?

Effective way of protraying adherance to schedule on behalf of all employees. Easy way to manage schedule changes and see some potential for oppertunities with various employees. ie, Changing schedule to accomondate them needing to take thier children to school before getting to work.

What do you dislike?

I believe their should be an analysis section where I, as manager, can assess certain statistics such as IDLE time, leakage, etc. Very cut and dry software.

Recommendations to others considering the product

More features; The top performer in _______ category, Ranking employees, etc. I could do it all but have to export to excel first.

What business problems are you solving with the product? What benefits have you realized?

Agents must adhere to schedule in order to meet their queue. An effective way of scheduling people across the department and examine how well they are adhering to thier schedules.

What Workforce Management solution do you use?

Thanks for letting us know!
NICE IEX review by Brandon S.
Brandon S.
Validated Reviewer
Verified Current User
Review Source

"A NICE Application"

What do you like best?

I like being able to support an entire timezone worth of employees by opening one MU set then I'm off to the races.

What do you dislike?

Different servers are slower than others. For DTV the server we use goes at a snails pace and can really delay work.

Recommendations to others considering the product

A great platform if your business supports multiple sites.

What business problems are you solving with the product? What benefits have you realized?

We use this for scheduling purposes. Where agents can check their schedules and where y team can audit and maintain as needed.

NICE IEX review by User in Pharmaceuticals
User in Pharmaceuticals
Validated Reviewer
Verified Current User
Review Source

"Decent to use, some hiccups"

What do you like best?

I like that the schedules on this program automatically update.

What do you dislike?

My issue with the program is that I get constant updates throughout the day stating that my schedule has updated when nothing has updated at all.

Recommendations to others considering the product

Just be prepared for it to update alot even if there's nothing to update!

What business problems are you solving with the product? What benefits have you realized?

It's easy to put in for PTO,VTO when using this program.

NICE IEX review by Gary E.
Gary E.
Validated Reviewer
Review Source

"IEX is great Overall"

What do you like best?

IEX does a great job implementing forecasting with scheduling and RTA tools. A great suite for all roles to sync together.

What do you dislike?

Schedule Patterns (instead of availability based schedules with rules) and the lack of intraday staffing in schedule management and optimization.

Recommendations to others considering the product

Great all in one package from NICE.

What business problems are you solving with the product? What benefits have you realized?

Schedule adherence, forecasting, shift and PTO bid, schedule change ticket system, etc

NICE IEX review by Arianne R.
Arianne R.
Validated Reviewer
Review Source

"Effective Time Management"

What do you like best?

Easier user interface for employers and employees alike.

What do you dislike?

Slight lag in updating information and refreshing schedules.

What business problems are you solving with the product? What benefits have you realized?

Independent time management for employees with easy access for managers to review and monitor for complaince. It's a very hands off approach to managing schedules while still allowing a level of independence.

NICE IEX review by User
User
Validated Reviewer
Review Source

"It's up and down"

What do you like best?

I like that the program givens alerts of changes and upcoming happenings to help keep you on track

What do you dislike?

The timeboard goes down frequently and can delay when coming back up.

What business problems are you solving with the product? What benefits have you realized?

It helps to keep everyone on schedule and the 5 minute reminder helps to keep everyone on track. It helps cutting down with missed or late breaks. It also gives a reminder 5 minutes before over which helps with coming back on time

NICE IEX review by Nicole H.
Nicole H.
Validated Reviewer
Review Source

"Great for call center"

What do you like best?

Easy to view schedule , and understand what calls employees are on, ability to see weeks of schedules

What do you dislike?

Cost as we are limited to licenses and adding more areas into the system

What business problems are you solving with the product? What benefits have you realized?

Forecasting and knowing where employees are logged in

NICE IEX review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"Everyday use"

What do you like best?

Easy to use and also request time off and schedule changes

What do you dislike?

At this time, we have not had any issues to document

What business problems are you solving with the product? What benefits have you realized?

We are using it for schedules so that we always have coverage

NICE IEX review by User in Banking
User in Banking
Validated Reviewer
Verified Current User
Review Source

"Very good for call center environment "

What do you like best?

So many options and features you can use, easy to use and it doesn't take long at all to understand how it works

What do you dislike?

You should be able to personalize more the appearance (not only colors or languages), and maybe have more stability

What business problems are you solving with the product? What benefits have you realized?

Easy and fast software to manage hours and performances of employees in a call center environment

NICE IEX review by Richard R.
Richard R.
Validated Reviewer
Review Source

"IEx "

What do you like best?

Easy to navigate , also user friendly. Easy to learn

What do you dislike?

Reports are difficult to create. Doesn’t have some advanced features of other software

What business problems are you solving with the product? What benefits have you realized?

Run schedules, forecasting

NICE IEX review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Does not reflect actual time"

What do you like best?

Main dashboard display; my shifts for the next two weeks are listed clearly.

What do you dislike?

It frequently adjusts breaks to be more than an hour past their designated time, and its system for requesting any section of time or shifts off is incredibly counter intuitive.

What business problems are you solving with the product? What benefits have you realized?

None; we already have 2 systems that we use to keep track of workers' time uses, this is just extra nannying.

NICE IEX review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Review Source

"Nice IEX"

What do you like best?

The amount of data I can access with one piece of software.

What do you dislike?

It's sometimes not the most user friendly, but that could just be because I haven't used the new version much yet, and I'm not used to it.

Recommendations to others considering the product

It's a robust suite, and will do what is needed.

What business problems are you solving with the product? What benefits have you realized?

Call center scheduling, reporting, payroll with an automated feed into PeopleSoft

Kate from G2 Crowd

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* We monitor all NICE IEX reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.