NICE CXone
About NICE CXone
Awards and Recognition
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
Brittney
Financial Services, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed October 2016
InContact Cloud Software
Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.
PROSThe call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.
CONSThe support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.
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.