The customer service is above and beyond with this team. If there is an issues that we can not figure out they are on it, helping us find a solution

NICE has been pushing hard for innovation in recent years, which is positive, however there are a number of issues that I believe have stemmed out of this rapid innovation. The professional services team has not been able to maintain pace, implementing configurations that require any level of customization or aren't "out of the box" has been very challenging, and there appears to be a severe disconnect among the internal product teams at NICE. We are currently undergoing an implementation of the AI AutoSummary product and have witnessed this firsthand. Multiple times throughout the project conflicting information has been provided to us depending on which product team is engaged. There has also been a lack of support from the technical implementation team, refusing to assign a technical resource to standing project calls, requiring all questions to be funneled through our PM and ultimately slowing the progress of the project. These issues have become a theme during a few of the most recent implementations. In addition, NICE has encountered issues with other new product rollouts, specifically related to Dashboards. Multiple versions have been rolled out and decommissioned, causing confusion among the teams at our organization. The newest version is also riddled with various issues and although we have been informed this has been escalated to the President, there still appears to be a lack of urgency with regards to resolution. Although NICE is deemed a leader in the CCaaS space, our recent experience has been poor. I believe the drive to innovate without ensuring product teams are aligned and resources are available has been the main reason for this. NICE needs to focus on building their internal teams and support for customers before releasing any new offerings.