

NICE CXone Software
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About NICE CXone
NICE CXone Pricing
Starting price:
$100.00 per month
Free trial:
Available
Free version:
Not Available
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NICE InContact CXone intraday management
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NICE CXone User Reviews
OVERALL RATING
Showing 1 - 5 of 518 reviews
Bernard
Company size: 11 - 50 employees
Time used: More than 2 years
Review Source: Capterra
December 2021
Excellent CCaaS Leader

Shanice
Verified reviewer
Company size: 5,001-10,000 employees
Industry: Telecommunications
Time used: Less than 2 years
Review Source: Capterra
May 2022
Nice Interface
I loved the app it helped my agents perform their jobs more efficiently
Pros
I love how i was able to control the information uploaded into the software for employees to manage.
Cons
The setup process is not easy if your not knowledgeable of the content and or company your using the software for

Ryan
Verified reviewer
Company size: 51-200 employees
Industry: Information Technology and Services
Time used: More than 2 years
Review Source: Capterra
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.
Pros
I 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.
Cons
The 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

Response from NICE inContact
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
Replied July 2020
Anonymous
Company size: 1,001-5,000 employees
Time used: More than 2 years
Review Source: Capterra
June 2022
User friendly support center platform
We've been using Nice CXone for last few years and the overall experience is generally positive. The software contains all the support center functionality that you need and can be administered easily. The team likes to use the platform because it's straightforward and user friendly. We are happy with the choice
Pros
User intuitive application with easy navigation experience for both agents and administrators Length and breadth of reports - inbuilt reports are mostly sufficient. It's easy to create your own custom reports and it does not require any special skill Can be used for inbound and outbound calls Call recordings can be easily saved on the cloud Excellent integration capabilities, we've integrated with Salesforce with good results
Cons
Call clarity when you configure cell phone to receive calls Long drawn process of procuring toll free numbers for some regions Occasional connectivity issues, however it's a thing of past and lot more reliable now
Anonymous
Company size: 51-200 employees
Time used: More than 2 years
Review Source: Capterra
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.

Response from NICE inContact
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