NICE CXone

RATING:

4.19

(540)

About NICE CXone

NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests and helps businesses connect with their customers via multiple channels such as inbound/outbound voice calls, email, voicemail, chat, social media and more. NICE inContact offers various call routing features, like IVR, CTI and ACD. The system also includes workforce optimization capabilities such as e-learning, hiring and workforce management. The blended predictive dialer tool offers call blending, message lay-down dialing, call suppression and auto dialer for blended call centers. The solution seamlessly integrates with popular CRM a...

Awards and Recognition

FrontRunner 2023
Software Advice's FrontRunners report ranks top products based based on user reviews, which helps businesses find the right software.

NICE CXone Pricing

Starting price: 

$100.00 per month

Free trial: 

Available

Free version: 

Not Available

NICE InContact CXone intraday management
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NICE CXone Reviews

Overall Rating

4.19

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4

Value for money

4

Functionality

4

Most Helpful Reviews for NICE CXone

1 - 5 of 537 Reviews

Bernard

11 - 50 employees

Used more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

Reviewed December 2021

Excellent CCaaS Leader

User Profile

Irv

Verified reviewer

Facilities Services, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed November 2018

Great for a small call center

My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.

PROS

Mostly reliant software with great sound quality Great call routing features and automation Quality call recording options (useful for escalations or PIP) Cost effective due to the entire company using the platform (may be expensive for smaller teams)

CONS

When system is down, missed calls are lost System support can be slow at times Reporting capabilities could be expanded (improved dashboards)

Warren

Non-Profit Organization Management, 1,001-5,000 employees

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2020

Have been using NICE inContact since 2009

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

PROS

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

CONS

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

Reason for choosing NICE CXone

It was hands down a better solution than Siebel. Back then UCN then inContact and now NICE inContact was willing to help out in any way they could. When we first started we needed more languages than what they initially offered and they went out of their way to add those languages to their platform.

Reasons for switching to NICE CXone

Siebel was problematic and not user friendly. As an end user I hated it.

Vendor Response

Thanks for your feedback, Warren!

Replied July 2020

Anonymous

51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.).

PROS

InContact 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.

CONS

We 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

Alexis

Consumer Services, 201-500 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed February 2023

It's so nice we got this tool Nice inContact

It has generally been successful since it enables us to complete our work on time and in accordance with the designated work schedule for the day. My work became much easier thanks to this software.

PROS

The ability to look up our audio files and the system logs of our activities during our shift appealed to me a lot. Keeping track of one another's schedules has another advantage. I enjoy having access to earlier calls in order to help a disappointed customer. The callback option keeps our customers happy, and they consistently provide us with positive feedback when we quickly return their calls. These are only a few of the many elements that contribute to the software's user-friendliness.

CONS

So far, I haven't discovered anything I dislike. I've always utilized it myself without need assistance from another person to make changes.