NICE CXone
About NICE CXone
NICE CXone Pricing
Our flexible packages allow you to customize NICE CXone pricing to your unique business needs. Get everything you need to delight customers and scale operations with our all-in-one CCaaS platform.
Starting price:
$71.00 per month
Free trial:
Available
Free version:
Not Available
Most Helpful Reviews for NICE CXone
1 - 5 of 563 Reviews
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.