All NICE CXone Reviews
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Bernard
Retail, 11 - 50 employees
Used more than 2 years
OVERALL RATING:
5
Reviewed December 2021
Excellent CCaaS Leader
Ryan
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2020
Excellent VOIP Service
We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.
PROSI really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.
CONSThe biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.
Reasons for switching to NICE CXone
We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in
Vendor Response
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
Replied July 2020
Shelly
Telecommunications, 10,000+ employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2019
Dec.2019_3M_US_Admin_Support_inContact
Fast to learn Efficient to setup Good training documentation Wonderful tech support Great experience
PROSThe details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support. Our TAM is amazing & knows her stuff. Reports are capable of great detail
CONSBecause of the open structure to access so much detail, it takes time to analyze what everything means. The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem. We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.
Reason for choosing NICE CXone
unknown
Reasons for switching to NICE CXone
We needed a company to help us go Global with the interfacing with SFDC for Customer Relationship Management
Vendor Response
We're so happy to hear about your great experience! Thank you, Shelly!
Replied January 2020
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed November 2019
Omnichannel, Multi-site, International Contact Center
InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).
PROSInContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform.
CONSWe skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to. Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication. Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system.
Vendor Response
Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams.
Replied November 2019
Jomasel
Consumer Services, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2023
Nice CXone useful for time keeping
Positive experience for being organized and easier to be followed.
PROSEasier navigation, schedule plotting, updated attendance and adherance purposes.
CONSNone so far. Perfectly created for schedule keeping.
Paul
Financial Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
NICE CXone, the complete solution
We have had a positive experience, the solution works seamless and is integrated across all of the products on offer
PROSThis is a complete cloud solution which enables us to have the latest and greatest solution available
CONSThe licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken
Reasons for switching to NICE CXone
This was a traditional on premise solution, the cost for constant maintenance and support made this an expensive lack luster product
Chris
Health, Wellness and Fitness, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed August 2023
Great Product
Very easy to use, able to be deployed with little to no issues and it is always kept up to date
CONSTech support can take a little longer to get a case worked when something does come up
Reason for choosing NICE CXone
The ability to intgrate with out using 3rd parties
Reasons for switching to NICE CXone
It was not able to integrate with our CRM very easily, required 3rd party customized solutions to make things work how we needed
Nathan
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed March 2020
Unsatisfied with the support
Very little though it is simple enough to get setup and having the agents use it when needed.
PROSThe ease of use to setup and have an agent use the platform with very little training or other hand holding.
CONSThe reporting is in need of some help. The reports are intuitive and at times seem to report data different than what we would see in real time.
Reason for choosing NICE CXone
Decision was made by other business units. I would have preferred to extend our current Cisco CUCM to support the needs of the business.
Vendor Response
Nathan, thanks for your feedback. We certainly want you to have a better experience with Support and we'll forward your feedback to the appropriate team members for attention. Please contact us at corporatecommunications@niceincontact.com if you have any additional feedback. Thank you.
Replied April 2020
Nakeshia
Information Technology and Services, 10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed October 2020
CXOne the good and bad
This software provides large call centers the ability to watch agents on calls, easily transfer to coworkers, check calls holding and statuses. It also gives management the ability to monitor calls very effectively
CONSThe software loosing connection and sometimes just plain doesnt work. The software will drop calls in mid conversation making agents have to log out and back in during mid shift.
Reasons for switching to NICE CXone
This product didnt have the capabilities to assist with the type of work and functions needed by a large call center that was 24/7 265.
Dwana
Transportation/Trucking/Railroad, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed November 2022
NICE CXone to the rescue
With Nice, we were able to get members to transfer over to the right department and quicker service time. NICE made it easier to hear members because they came through clearer.
PROSThe features that impacted my job daily were transferring callings, making outbound callings, and being able to reach out to a supervisor when needing help. Integration with the existing call group and being able to reach out to help members was done with ease with NICE.
CONSThe system would freeze when we get a lot of calls and I can hear the member, but the member couldn't hear me on the call. I would have to sign out, and back into the system. Now, this was so unprofessional to have to do daily with this system.
Reasons for switching to NICE CXone
Too many problems with the Talkdesk freezing in the middle of helping a member on the phone.
Tomas
Banking, 5,001-10,000 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed August 2023
Do your customer care on social media with NICE CXone
We just seek for a tool for a social media management, so we chose Brand Embassy, after that NICE CXone. I believe that NICE CXone has a lot of addons we can use and could leverage our way of work. Maybe in the future, when we will seek complex omnichannel tool.
PROSData analyticsUser ExperienceRoutingCustomer Management and information
CONSIn social media customer care we do not see any cons.
Reason for choosing NICE CXone
More complex and easy to use tool made specific for customer care.
Erik
Renewables & Environment, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2019
It works great, with very few cons
We like it because it's solid VoIP product that uses a low bandwidth codec, without sacrificing quality.
CONSA few of the settings aren't advertised that they're only configurable on the server-side. For example, the Auto-Answer doesn't always stick when the agent changes the setting themselves. We have to engage inContact's customer support to make that change on the Server config settings. That's annoying.
Reasons for switching to NICE CXone
Ease of configuration. It's all Cloud-based, so we can fiddle with it with any device, and you don't have to be on-premise or on a VPN to get it working.
Vendor Response
Erik, we appreciate the specific feedback. We will pass it on to the our product teams. Thank you for the review.
Replied November 2019
Ruth
Health, Wellness and Fitness, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed December 2019
Great sales experience versus current support experience
We are currently trying to get a toll free number provisioned. I don't understand why our TAM didn't explain that we could get this set up through inContact. Instead she just let us run around without explaining. Also, she's not very proactive.
PROSEase of sales and installation Linkage to SalesForce
CONSInconsistent support and follow up: I wish my support technical account manager would be more informative of turnaround timeframes to manage our expectations.
Reason for choosing NICE CXone
Ease of use and installation Straightforward training setup Connectivity with Salesforce
Vendor Response
Hi Ruth, Thank you for your review. We will share your feedback on your experience with our leaders.
Replied January 2020
BRANDON
Internet, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2019
USERHUB Review - RentPath
I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time.
CONSAs we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column.
Vendor Response
Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams.
Replied October 2019
Miles
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed March 2020
Terrible Onboarding Experience
It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.
PROSUp time is good, WFM integration with the basic telephony is nice.
CONSThe onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later. When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.
Reason for choosing NICE CXone
More features and functionality
Reasons for switching to NICE CXone
More features and functionality.
Vendor Response
Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at corporatecommunications@niceincontact.com. Thanks so much for your feedback.
Replied April 2020
Steven
51-200 employees
Used daily for less than 6 months
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed October 2016
Constant Service Issues, Terrible Customer Support
While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes. The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault. For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility. The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help. Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid. The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service. As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal.
PROSReports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.
CONS- Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services
Mike
Verified reviewer
Higher Education, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed January 2019
NICE inContact might be a great for you, but it isn't right for me
I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the Agent.
PROSCalls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features.
CONSIt's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market.
Carlos
Computer Software, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed February 2017
BUYER BEWARE: Make sure your read the fine print on contract and confirm 100% that the features you want do not have hidden costs
I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie. Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else. After we signed our contract, everything turned into $$$$ for this, $$$ for that. I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process. While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had. When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients. It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it. The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product. Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.
PROSGives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.
CONSToo long and complicated to set up Too many random issues that we had to figure out ourselves No mobile solution SMS support is too pricey.
Jen
Biotechnology, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed September 2019
Feedback from a Manager perspective
Same as above -- it's been difficult to receive support and I appreciate solutions where I have a singular point of contact (or even just a few points of contact) who know the account well and can make good recommendations. It's been very challenging to troubleshoot and Incontact tends to go "down" for unexplained reasons and my team often comes to me to troubleshoot. Typically, we just have to wait and give Incontact anywhere from 15-30 minutes and then the system will just start magically working again. It's been a bit frustrating from a manager perspective to not have good tools to troubleshoot, and have outdated "help" materials. Installation is always incredibly painful whenever we have a new employee.
PROSIntegrated with Salesforce, seemed like an easy plug and play solution
CONSDifficult to receive support, there is no account manager, often given misleading or false instructions for upgrades which have been incredibly confusing for the team. Also difficult to receive support...everything has to go through me (the admin) and it's been very disruptive to my day to day.
Vendor Response
Hello Jen, Thank you for your feedback. We are working to improve our service experience. You may want to check out the knowlege base as part of our Customer Community. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at community@niceincontact.com.
Replied October 2019
JaLisa
Insurance, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
2
Reviewed May 2019
NICE Review
We use this to record all of our contact center calls. I also use this to run reports and look for trends. The analytics piece can be a helpful tool in identifying these trends.
CONSThis system is not user friendly. If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do. Also, the KPIs could be a useful tool but are very confusing. It is also really expensive.
Vendor Response
Hello JaLisa, Thank you for your comments. We're glad that the capabilities for real-time analytics and reports have been useful in helping identify trends for your contact center. You may also want to check out a new feature in our Customer Community that lets you submit product ideas that the entire community can vote on. We now have over 1,000 customers involved. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. If you need additional assistance with the registration, please email us at community@niceincontact.com. Again, thank you for providing your feedback. We look forward to innovating together!
Replied June 2019
Eileen
Non-Profit Organization Management, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed November 2019
inContact Review
Ease of call routing Capacity and Capability are endless
CONSNot intuitive/need support if IT support is not on site
Reasons for switching to NICE CXone
Before my time
Vendor Response
Thanks for your feedback, Eileen. We'll pass your comments on to our product team.
Replied December 2019
Mohamed
Banking, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
Improve call center operations to achieve lean management
NICE CXone helps us assess the volume of incoming calls and decide how many resources to convert into a process. We can also see what the team has been doing to keep things under control.
PROSNICE CXone helps us run our call center daily, reduce work, and increase capacity. User-friendly interface with everything displayed. Understanding our team members call productivity is critical, and I appreciate customizing tools to my preferences in the most efficient way possible. I like that NICE CXone stores calls in the cloud and offers various ways to quickly access and track calls, and NICE CXone dashboards provide fine detail, which I enjoy. I love the click-to-call feature.
CONSNot much, since NICE CXone is accurate and the user should have enough training to use it successfully, however, I sometimes find it challenging to set up all the tools on the watch page, which I understand, but I don't need it because I need to keep track of so many teams.
Falisha
Telecommunications, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
FUNCTIONALITY
4
Reviewed October 2019
Easy to Use but Some Features Need Improvement
InContact is easy to get logged in and take calls or change your state. It is also very versatile, lots of customization and a fair amount of reporting options. It allows the ability see the current state of every contact and agent that are logged into the platform. The ability to set up dispositions to see a summary of what every contact was about is very useful, as is the ability to easily pull the caller ID for calls in case a call is dropped
CONSThe Max console could use improvement - in a lot of ways it is better than it's predecessor (Thin Agent) but my biggest struggle with it is not being able to easily see what calls are in the queue at a glance. A few of the reporting options could be improved upon as well. Some features are a bit clunky and could use some fine tuning
Vendor Response
Thank you for the constructive feedback. We are happy to hear that the software is working for you and will pass along your feedback about needed improvements to the appropriate teams.
Replied October 2019
Elias Alirio
Verified reviewer
Telecommunications, 5,001-10,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed July 2019
Cannot complain
I like NICE because it continuously improves. I use it to access calls in the contact center I work at and audit employees interactions. There have been times when upgrades happened and it made it slow down, but it was corrected over time. I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time. The player is flexible and it will allow up to move in the interaction without having to start listening to the whole thing again. I like the speed of the call can be modified which can help auditing efficiency.
CONSSometimes it is slow, and when it times out, you may need to reload it as inputting your credentials will not always get the job to access it again done. Also I have found it troublesome that when we upload forms, the font of the form cannot be zoomed, so if the letters are small, they can be hard to read.
Vendor Response
Hi Elias. Thank you for the wonderful feedback! We're delighted to know that you're keeping up with our upgrades and latest features. We're always striving to get better at NICE inContact, so we'll share your comments with our team.
Replied August 2019
Brad
Education Management, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed February 2017
InContact review
Overall positive experience. We've used InContact for over 5 years now and have been able to grow our business as a result. We were the first to launch the PC dialer and use it extensively every day to increase the amount of outbound call attempts we make on a daily basis. One thing that needs to happen is to find a way to reduce the amount of freezing that occurs within the platform. We experience this about once or twice a month, sometimes for short periods, but sometimes for longer periods of time which can negatively impact production. Also, continue to enhance the custom report tool. It's getting better with each release, but still has some room to improve.
PROSEase of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that "pause" when a call is launched to one of our students
CONSFreezing of the platform on occasion. Need ability to create agent profiles where you can add skills to a profile instead of adding skills to multiple agents. Too much time involved