NICE CXone

RATING:

4.2

(565)

About NICE CXone

Organizations around the world are striving to deliver the ultimate customer experience, strengthen brand value, and boost efficiency. NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with rich CX capabilities and an AI purpose-built for CX to deliver truly remarkable customer experiences. NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten,...

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

CXone Agent Dashboard

NICE CXone Reviews

Overall Rating

4.2

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 563 Reviews

Bernard

Retail, 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

Ryan

Verified reviewer

Information Technology and Services, 51-200 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by the software vendor to submit an honest review.

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.

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

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

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:

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

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.

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

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

Jomasel

Consumer Services, 5,001-10,000 employees

Used daily for less than 2 years

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

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.

PROS

Easier navigation, schedule plotting, updated attendance and adherance purposes.

CONS

None so far. Perfectly created for schedule keeping.