Nice Performance Management

(15)
4.2 out of 5 stars

Nice Performance Suite (formerly Merced) is an advanced frontline performance management application for sales and services.

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Showing 15 Nice reviews
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Nice review by andre h.
andre h.
Validated Reviewer
Review Source

"Nice Performance Management Review"

What do you like best?

Software is great for call analysis. You are able to record telephone calls and listen to them at a later time. It is great for a call center or customer service setting. You are able to leave comments and for the person you are monitoring the call for and also send that person specific packages for them to review your findings.

What do you dislike?

This software is not compatible with any browser. Is works best with internet Explorer. It takes a little time to figure out how to use the software so I would say that the interface is not too user friendly.

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

This makes coaching and training for representatives easier. Its also helps to keep the history of any conversation done over the phone.

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Nice review by User in Telecommunications
User in Telecommunications
Validated Reviewer
Verified Current User
Review Source

"Great set of tool options, yet information has to be requerried each time"

What do you like best?

Very granular details can be obtained along with analytics with customizable views. The goal settings and integration with other systems seems to be set up just right.

What do you dislike?

Getting a report takes time with a new query each session to regain the information I had the prior time. The user interface is not allows intuitive and would be more useful with up to date widgets.

Recommendations to others considering the product

Good product overall, just can be time consuming to run reports - but data is accurate and useful.

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

Visibility into performance management tracking and results. Able to use a variety of tools to obtain the information and create reports.

What Sales Performance Management solution do you use?

Thanks for letting us know!
Nice review by Kee💋 J.
Kee💋 J.
Validated Reviewer
Review Source

"Using NICE "

What do you like best?

Login and being able to see my schedule.

What do you dislike?

Sometimes the log in interface crashes and must screenshot on Mac (call center job) to send email to get fixed.

Recommendations to others considering the product

Good to use for big companies wanting to produce mass schedules and event calendars for the job.

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

Scheduling conflicts and being able to switch shift times with other users once approved. My managers can log in and see who has been active on the site Incase of any schedule changes due to weather or holidays, etc.

Nice review by Josh C.
Josh C.
Validated Reviewer
Verified Current User
Review Source

"Nice Systems"

What do you like best?

It is the best performance management solution on the market by far. I really like how it helps my me understand how my team is doing from a performance management standpoint.

What do you dislike?

It is also the most expensive solution on the market. It is even more expensive then Verints Solution.

Recommendations to others considering the product

If you are not worried about cost this is the best solution for you

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

Performance Management, emoplyee engagement, workforce management and a few others.

Nice review by Sarah G.
Sarah G.
Validated Reviewer
Review Source

"Excellent for monitoring call performances"

What do you like best?

This allows me to listen to customer call interactions with the associates and grade/ rate these calls for customer servicing experience.

What do you dislike?

I dislike how different versions give us different accesses to different call centers. Wish it was all accessible through one version.

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

We are able to improve the customer service experiences in the call center by reviewing past calls and grant incentives.

Nice review by User in Civil Engineering
User in Civil Engineering
Validated Reviewer
Verified Current User
Review Source

"Nice Performance Management"

What do you like best?

I like that you can review the work of others as well as your own

What do you dislike?

I don't like that everyone has access to all my phone calls

Recommendations to others considering the product

make sure you set the proper access so people cannot access everything

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

It does allow us to see where we can improve from a sales perspective with our phone interactions

Nice review by Administrator in Machinery
Administrator in Machinery
Validated Reviewer
Review Source

"Nice is great in many ways for both Managmement and Staff!"

What do you like best?

The ease in which staff can navigate through it's features and use them as additional tools to help with their daily task

What do you dislike?

Don't have much that I would dislike at the moment

Recommendations to others considering the product

Use on addition to other tools you may be currently using to enhance staff improvement and do it using a measurable tool.

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

Employees able to access their pay is a huge benefit as well as being able to track individual performance and having a tool to measure success comes in handy when creating goals for the month at hand.

Nice review by User in Security and Investigations
User in Security and Investigations
Validated Reviewer
Verified Current User
Review Source

"Great for recorded and retrieving calls"

What do you like best?

Easy to manage multiple groups, can customize roles, and easy to train new users.

What do you dislike?

No option to set future assignments in our current version - any changes must be on the effective date or later.

Recommendations to others considering the product

Easy to use and very straightforward. Great for recording and finding calls.

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

Call recording - great to finding and playing back phone calls.

Nice review by User
User
Validated Reviewer
Review Source

"Easy to use system for both administrator and employees "

What do you like best?

The best quality is the gps logging when employees clock in

What do you dislike?

The only thing that I would mention is that NICE does not work well on older devices unless they have the most recent software version downloaded.

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

It manages my employees clock in punches in one place. Nice can be downloaded on any up to date device so that clocking in and out can be done anywhere out in the real world work field.

Nice review by User
User
Validated Reviewer
Review Source

"NICE is very simple to use."

What do you like best?

I like that it is rather simple to use and the convenience of it.

What do you dislike?

There isn't anything that I dislike. It is such an easy system that you do not need much training to use it.

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

real time update capability. The benefits are it is very convenient.

Nice review by Consultant in Restaurants
Consultant in Restaurants
Validated Reviewer
Review Source

"Quality monitoring. Simple tool."

What do you like best?

Interactive and customizable with the right knowledge.

What do you dislike?

Many tools out of date or way too expensive.

Recommendations to others considering the product

Robotics, screen capture, and voice analytics amazing but expensive.

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

Quality check phone calls with data base at your fingertips. Keeps record of scores calls for reports.

Nice review by Administrator in Consumer Goods
Administrator in Consumer Goods
Validated Reviewer
Review Source

"Scheduling"

What do you like best?

Easy to see when someone was late, ability to track your employees attendance

What do you dislike?

Primitive. Reports were not user friendly

Recommendations to others considering the product

NICE is a good resource to have but report running was tedious and not user friendly.

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

Scheduled adherence. Able to identify prompt worker.

Nice review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Review Source

"Nice"

What do you like best?

I’m able to keep track of my calls easily

What do you dislike?

Sometimes it’s difficult to navigate and find what I need

Recommendations to others considering the product

Love this program one I got the hang of it

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

Able to view calls and stats

Nice review by Agency in Entertainment
Agency in Entertainment
Validated Reviewer
Review Source

"user friendly"

What do you like best?

it gives you overall scores for assessment. Mine is for an incoming call center.

What do you dislike?

not a lot of explanation for details missed.

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

quality of guest service.

Nice review by User in Financial Services
User in Financial Services
Validated Reviewer
Review Source

"Nice"

What do you like best?

Easy to use, allows me get information for acciunts

What do you dislike?

Doesn't always record, hard to find accounts sometimes

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

Call listening - great for finding accounts

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