What is NICE InContact CXone ?

NICE InContact CXone is a cloud-based workforce management solution which assists small to large-sized organizations with agent performance tracking and task scheduling. Its key features include call routing, workflow automation, request swapping and AI-based forecasting. 

The application includes a dashboard module that helps staff members receive real-time updates, request time-offs and manage work hours. The solution allows supervisors to conduct onboarding, record user details and synchronize data across multiple contact centers. Further, managers can use the system to evaluate future workload and align employee goals with business objectives.  

NICE InContact CXone integrates with third-party platforms such as Salesforce, Oracle, Z...


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Supported Operating System(s):

Web browser (OS agnostic)

417 Reviews of NICE InContact CXone

Average User Ratings

Overall

4.16 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

Ratings Snapshot

5 stars

(175)

175

4 stars

(167)

167

3 stars

(48)

48

2 stars

(17)

17

1 stars

(10)

10

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 417 results

October 2020

Travis from Ivinex

Verified Reviewer

Company Size: 51-200 employees

Industry: Computer Software

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

October 2020

Swiss Army Knife

They are a fair and firm company that says what they will do, and they do what they say.

Pros

There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Cons

I wish that there were sentiment analysis for the SMS side of the omnichannel.

Reasons for Choosing NICE InContact CXone

It had all of the products ready to go for omnichannel.

Reasons for Switching to NICE InContact CXone

I needed HIPAA compliance and a 99.99% SLA.

June 2020

Warren from FamilySearch

Company Size: 1,001-5,000 employees

Industry: Non-Profit Organization Management

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

Reasons for Choosing NICE InContact 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 InContact CXone

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

Response from NICE inContact

Replied July 2020

Thanks for your feedback, Warren!

March 2020

Miles from Peek.com

Company Size: 51-200 employees

Industry: Computer Software

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

2.0

Customer support

1.0

Functionality

2.0

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.

Pros

Up time is good, WFM integration with the basic telephony is nice.

Cons

The 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.

Reasons for Choosing NICE InContact CXone

More features and functionality

Reasons for Switching to NICE InContact CXone

More features and functionality.

Response from NICE inContact

Replied April 2020

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.

May 2020

Emily from Alterra Mountain Company

Company Size: 10,000+ employees

Industry: Hospitality

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

May 2020

InContact Review

Pros

Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Cons

Analytics are hard to use and are not accurate based on what I know. InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months. We need additional widgets in the dashboard but can't get them.

Reasons for Choosing NICE InContact CXone

We had already done our due diligence by the time we started evaluating Five9 and they seemed very comparable.

Reasons for Switching to NICE InContact CXone

InContact was more user friendly. Enghouse required IT support for us to make any changes, with additional cost associated for their support. Cloud based. Ability to add additional users easily, all over the country.

Response from NICE inContact

Replied July 2020

Thanks for your detailed review, Emily!

December 2019

Shelly from 3M Enterprise Operations

Company Size: 10,000+ employees

Industry: Telecommunications

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

December 2019

Dec.2019_3M_US_Admin_Support_inContact

Fast to learn Efficient to setup Good training documentation Wonderful tech support Great experience

Pros

The 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

Cons

Because 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.

Reasons for Choosing NICE InContact CXone

unknown

Reasons for Switching to NICE InContact CXone

We needed a company to help us go Global with the interfacing with SFDC for Customer Relationship Management

Response from NICE inContact

Replied January 2020

We're so happy to hear about your great experience! Thank you, Shelly!