NICE CXone

4.2 (579)
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Cloud Contact Center Software

Overall rating

4.2 /5
(579)
Value for Money
4.0/5
Features
4.1/5
Ease of Use
4.2/5
Customer Support
4.0/5

82%
recommended this app
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579 Reviews for UK Users

rakesh
rakesh
Overall rating
  • Industry: Insurance
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Perfect for IVR integration

Reviewed on 10/04/2021

Overall this has been a pretty good software upgrade since it integrates with all the other NICE...

Overall this has been a pretty good software upgrade since it integrates with all the other NICE products and the support is amazing.

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience. Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.

Cons

There are couple of features that might need some improvement like the reporting functionality and generating reports. It would be nice if there are some other features included in the price like SMS and chat.

Jim
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Gold standard of contact center software & management

Reviewed on 11/11/2019

Pros

Technical Customer Support manager is top-notch
ACD / IVR configuration was a snap. We were up and running in almost no time

Cons

Workforce Management module configuration is a bit tricky

Alternatives Considered

Five9 and RingEX

Reasons for Choosing NICE CXone

We decided to move to a cloud based solution to add levels of resiliency that we didn't have. Also, the benefits of flexibility were tremendous.

Switched From

Five9 and RingEX

Reasons for Switching to NICE CXone

CX One features were more comprehensive

Response from NICE

Thank you for your review!

Verified Reviewer
Overall rating
  • Industry: Hospitality
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Omnichannel, Multi-site, International Contact Center

Reviewed on 11/11/2019

InContact has allowed us to increase flexibility in handling contacts across multiple sites. We...

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

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.

Ashton
Overall rating
  • Industry: Luxury Goods & Jewelry
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Great product

Reviewed on 11/03/2020

Pros

I love the IVR system that they have. It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.

Cons

The call quality is high but if you have headsets that aren't very good it can create issues with audio.

Alternatives Considered

Five9

Reasons for Choosing NICE CXone

Overall CX one is a better product by far.

Reasons for Switching to NICE CXone

Nice Incontact is a local company to us and we wanted to focus on inbound calls not outbound.

Response from NICE

Thanks for your review, Ashton! Glad to know about your experience!

Erik
Overall rating
  • Industry: Renewables & Environment
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

It works great, with very few cons

Reviewed on 12/11/2019

Pros

We like it because it's solid VoIP product that uses a low bandwidth codec, without sacrificing quality.

Cons

A few of the settings aren't advertised that they're only configurable on the server-side. For example, the Auto-Answer doesn't always stick when the agent changes the setting themselves. We have to engage inContact's customer support to make that change on the Server config settings. That's annoying.

Response from NICE

Erik, we appreciate the specific feedback. We will pass it on to the our product teams. Thank you for the review.

Ron
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 3.0 /10

inContact Phone and Chat systems.

Reviewed on 17/09/2019

Overall it was a mediocre experience. Support and the Tams were great. The call system was great....

Overall it was a mediocre experience. Support and the Tams were great. The call system was great. The chat is garbage.

Pros

Multiple API's for SalesForce integration, data export, you name it. Phone system works great with good call audio. Caring Customer Support team that is knowledgeable and quick to take care of you. A WONDERFUL reporting system. You can create custom reports or use their canned reports which have almost all of the information you could ask for. Their TAMS are great to work with.

Cons

The chat system has had issue after issue. It has only recently started working correctly and our contract is almost up. Tech support is one of the worst I've dealt with. They are uncaring/unsympathetic. They are quick to point the finger elsewhere rather than address the actual issue and help get it resolved.

Response from NICE

Hi Ron, We're glad that you have had some positive experiences. We are working with our tech support staff to improve.

Lisa
Overall rating
  • Industry: Insurance
  • Company size: 1,001–5,000 Employees
  • Used for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

NICE InContact XCone feedback

Reviewed on 27/08/2019

Initial implementation issues have been resolved so now we're in more of a sustainment mode. ...

Initial implementation issues have been resolved so now we're in more of a sustainment mode. Issues have reduced and we're doing well.

Pros

SaaS and it's integration capabilities with the other NICE products such as WFM, RTAM and Analytics.

Cons

The vendor still operates like 3 separate companies.

Alternatives Considered

Aspect Unified IP

Reasons for Choosing NICE CXone

Move to SaaS platform.

Switched From

Aspect Unified IP

Reasons for Switching to NICE CXone

The experience of executive leadership plus having the benefit of synergy with Nice, inContact and Nexidia.

Response from NICE

Hi Lisa,
Thank you for your review. We're glad to hear that you are having a good experience. We will share your feedback with our teams.

Tarell
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Best Contact Software

Reviewed on 20/06/2022

I've been using this software for over 2 years taking inbound and making Outbound calls. The audio...

I've been using this software for over 2 years taking inbound and making Outbound calls. The audio quality is the best I've ever used. I'm glad we were able to switch from our previous contact resolution software.

Pros

What I enjoy most about Nice is that it's pretty easy to use. The distributing feature for multiple agents to use the software handling each call is unbelievable.

Cons

The biggest challenge I've faced is setting up a new profile w/dashboard etc. After over and hour we were able to have it set up.

Leonard
Overall rating
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Nice inContact CXone review

Reviewed on 07/11/2019

The overall experience with NICE has been a positive one. There are multiple items that we love,...

The overall experience with NICE has been a positive one. There are multiple items that we love, and then some that could use some work. A benefit is that their engineers actually take feedback and if it makes sense there is a good chance that it will be a future update/improvement to the platform.

Pros

We enjoy the multiple features available with CXOne, such as the forecasting tool, MAX agent.

Cons

The thing we like least about the software is the ability to update on a mass scale. Most areas are on a one agent edit scale. Would be beneficial for example if break schedules could be edited on a weekly level view instead of by day.

Response from NICE

Thanks for the review Leonard! We'll pass your feedback on to our team.

David
David
Overall rating
  • Industry: Sporting Goods
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

InContact it has it all

Reviewed on 19/05/2020

Pros

I really like the option to I can change the IVR on the fly which is important with our software if it goes down we can notify the customer very quickly which helps drive calls down. I also like the reporting that it can produce.

Cons

I think as a company they should give each of their customer 2 hours of technical time because I would like to switch up my IVR but there are some situations where it to technical for me. Also it is expensive for smaller companies to get all the option the InContact brings.

Response from NICE

David, thanks so much for your feedback. We encourage you to provide these suggestions on our customer community portal. They will be taken into consideration if other customers have a similar need as yours.

Ruth
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Great sales experience versus current support experience

Reviewed on 18/12/2019

We are currently trying to get a toll free number provisioned. I don't understand why our TAM...

We are currently trying to get a toll free number provisioned. I don't understand why our TAM didn't explain that we could get this set up through inContact. Instead she just let us run around without explaining. Also, she's not very proactive.

Pros

Ease of sales and installation
Linkage to SalesForce

Cons

Inconsistent support and follow up: I wish my support technical account manager would be more informative of turnaround timeframes to manage our expectations.

Alternatives Considered

Salesforce Marketing Cloud, Genesys Cloud CX and RingEX

Reasons for Switching to NICE CXone

Ease of use and installation Straightforward training setup Connectivity with Salesforce

Response from NICE

Hi Ruth, Thank you for your review. We will share your feedback on your experience with our leaders.

Rob
Overall rating
  • Industry: Retail
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Incontact has features but requires commitment of time and learning

Reviewed on 05/11/2019

We had a VERY rocky start. I believe that most of the issues were with our implementation manager....

We had a VERY rocky start. I believe that most of the issues were with our implementation manager. I have mostly re-written and fixed the studio scripts and eliminated most of the routing issues. I do very much like the universal availability of Soft phone to be used from anywhere and that you can use it with most browsers and operating systems. The auto dialer is definitely the best program in the product. List penetration and reporting make it easy to reach more patients/clients with no lag/delay between reaching the person and speaking with them.

Pros

The available features are great. Hands down, the best auto dialer I have experienced but the set up and testing will take several weeks to tweak to your preference. Logging in from anywhere is very beneficial. Always updated to make the product new and innovative. All-in-one products available. One stop shop for QR, WFM, softphone and Forecasting. Although the program requires a lot of troubleshooting and upkeep, I will admit that it does not go all the way down very often.

Cons

Implementation fees for anything you want to do. For something as simple as SMS response to advance chat. There are costs and fees for everything down to the nickel and dime. This caused us to develop our own server to store calls (due to storage costs), our QR program is 3rd party and our chat program now. We started with Uptivity which is being discontinued 12/31/2019. The new program they suggested was a very large increase in price. So we went with separate company for our QR needs. Turn around is very slow for add-ons and requested changes/features. I highly recommend a well versed main contact with knowledge in building programs, telephony/studio, and user access/security to be a go to person. This will save you time and money in the long run. A program that is always being tweaked requires several updates. The updates can take away from business and cause errors/issues for several users. I typically set my week aside whenever a new release is upcoming so that I can help troubleshoot.

Response from NICE

Thank you for the detailed review, Rob! We are always striving to improve and will make sure to pass along your comments to our development team. We are happy to hear the auto dialer is working well.

Shelli
Overall rating
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Review of NICE inContact May 2020

Reviewed on 20/05/2020

Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how...

Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how we can integrate with Salesforce and Service Now

Pros

Easy to get going in Studio and training for Agents to use MAX or the Salesforce AgentConsole. Basic scripting tasks are easy to do. Complex tasks have been achievable with the help of PSOD where most techs are amazingly helpful and brilliant! The help pages are ok, provide basic info.

Cons

1. API Documentation is terrible. Hitting F1 on a Studio action for an API returns 'file not found' - there is no documentation on the API. Going into the developer console and looking at the APIs, also lacking info. Date fields provide the ISO regulation, examples would be extremely helpful.
2. In Central, most of the UI is too small to see the full names. Sometimes hovering over each name shows the name, but when looking at a list of 20 per page of POCs or skills the name field is too short to show the full name. There is plenty of white space where the names could be given more spaces.
3. Reporting a defect to tech support (opening a case) requires three or four meetings where I share my screen and reproduce the error again and again. It would be nice if they could use the original video and data to investigate. If they need additional config info, it would be good to ask for it.
4. Reporting call quality issues also requires much going back and forth, even when I've provided data from a quality testing vendor (Spearline). Would be ideal to be able to work with inContact to create a streamlined process where I report the issue, backed with data, and inContact uses the data as leverage with the carrier as proof of quality issues.

Response from NICE

Shelli, thank you for your feedback. We want to help you with some of the issues you've outlined in your comments. Could you please reach out to us at corporatecommunications@niceincontact .com? Thank you.

Brittney
Overall rating
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

InContact Cloud Software

Reviewed on 04/10/2016

Overall the software gives us more functionality than what we had with our previous vendor. The...

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.

Pros

The 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.

Cons

The 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.

Stephanie
Overall rating
  • Industry: Hospitality
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 5.0 /10

Good for Agent usability

Reviewed on 20/11/2020

Pros

Great for agents to use. Central is great super easy to use. Can move around in that system quickly.

Cons

Engage is hard to use and the setup is time consumer. WFM needs to be upgraded to allow for better usability.

Alternatives Considered

Cerri Project

Reasons for Choosing NICE CXone

Needed a more reliable product

Switched From

Aspect Unified IP

Reasons for Switching to NICE CXone

The usability of the agent plateform.
Dolores
Overall rating
  • Industry: Telecommunications
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Service/Product Review

Reviewed on 13/12/2019

It has been a positive experience overall; however, if there is one area to improve upon, I'd say...

It has been a positive experience overall; however, if there is one area to improve upon, I'd say it's the Reporting tools. We used inTouch heavily up until it stopped working (End of Life)...and custom reports does not have anything to replace what we used within inTouch (close to real-time report data and snapshots in 30 min to hourly to daily increments).

Pros

1. Up-time,
2. Usability and
3. Cost.

Cons

Reporting! It feels like we took 2 steps backwards with the reporting suite that IC offers. We primarily used inTouch reporting/dashboards (instead of IC Central reporting) until it stopped working (end of life), and there isn't anything comparable within IC's reporting tools that comes close to replacing inTouch reports.

Response from NICE

Dolores, we value your feedback about reporting. Thanks for the positive review and we'll be sure to share your comments with the appropriate teams.

Jen
Overall rating
  • Industry: Biotechnology
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 2.0 /10

Feedback from a Manager perspective

Reviewed on 03/09/2019

Same as above -- it's been difficult to receive support and I appreciate solutions where I have a...

Same as above -- it's been difficult to receive support and I appreciate solutions where I have a singular point of contact (or even just a few points of contact) who know the account well and can make good recommendations. It's been very challenging to troubleshoot and Incontact tends to go "down" for unexplained reasons and my team often comes to me to troubleshoot. Typically, we just have to wait and give Incontact anywhere from 15-30 minutes and then the system will just start magically working again. It's been a bit frustrating from a manager perspective to not have good tools to troubleshoot, and have outdated "help" materials. Installation is always incredibly painful whenever we have a new employee.

Pros

Integrated with Salesforce, seemed like an easy plug and play solution

Cons

Difficult to receive support, there is no account manager, often given misleading or false instructions for upgrades which have been incredibly confusing for the team. Also difficult to receive support...everything has to go through me (the admin) and it's been very disruptive to my day to day.

Response from NICE

Hello Jen, Thank you for your feedback. We are working to improve our service experience. You may want to check out the knowlege base as part of our Customer Community. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at [email protected].

Jenny Naja
Jenny Naja
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

InContact

Reviewed on 20/09/2019

InContact helped us to improve reporting in the call center and data-driven decision making.

InContact helped us to improve reporting in the call center and data-driven decision making.

Pros

The implementation process was simple. Their data collection workbook is designed in a way the data requirements is mapped in a way that avoid the most common issues in implementations. Of course, there are always hiccups, but the Team was always ready to assist. We are a SMB and the executives assigned to us were actually from AnswerX, which was previously acquired by InContact. That required an additional cost, but offered closer guidance.

Cons

Modifying scripts and workflows in the IVR is doable, but most of the times they expect you to request assistance and get the Executive working on it. Other IVRs make it more intuitive and visually appaeling for the clients to manage themselves.

Response from NICE

Thank you so much for the review and productive feedback! We are glad we were able to help you improve upon reporting but are always looking to do better. We will pass along your commentary regarding the IVRs to our team.

Dawn
Overall rating
  • Industry: Consumer Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

Easy to use Platform

Reviewed on 05/11/2019

It's good as far as a platform goes. There were some rough patches in the past, they appeared to...

It's good as far as a platform goes. There were some rough patches in the past, they appeared to have learned from that and made improvements. They could make some adjustments to how they treat their customers and the customer service they provide.

Pros

Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging. There are so many functions and options that we haven't tapped into yet or been able to use.

Cons

There's little customization with the agent interface, agents do not have access to the dashboard. The customer service at NICE/InContact has taken a major dip in responsiveness and assistance to their customers since they've made some management changes. All the help you could get before is now referred to a professional team that comes with a cost. They definitely don't make you feel like a valued customer.

Response from NICE

Thank you Dawn! We are always striving to learn and do better and will pass along your comments to the appropriate teams.

Eileen
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

inContact Review

Reviewed on 06/11/2019

Pros

Ease of call routing
Capacity and Capability are endless

Cons

Not intuitive/need support if IT support is not on site

Alternatives Considered

Five9

Reasons for Choosing NICE CXone

Before my time

Switched From

Five9

Response from NICE

Thanks for your feedback, Eileen. We'll pass your comments on to our product team.

Andrew
Overall rating
  • Industry: Real Estate
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

A Mixed Review

Reviewed on 03/10/2019

Use of the CXone softphone has helped improve our agents call response time, and made it easier to...

Use of the CXone softphone has helped improve our agents call response time, and made it easier to troubleshoot problems communicating through InContact since we are all using the same system.

Pros

I really appreciate the ability to pull information for reports regarding agent calls, agent behaviors, and call/time use statistics. Being able to pull this information let's me find and address problems that occur at time when a supervisor is not able to actively watch what each agent is doing, and gives supervisors the flexibility to work on many tasks at once.

Cons

There are some significant stability concerns. Agents reporting that the server did not accept a saved password several times, then accepting it on the fifth try, the softphone credentials being given to a second agent causing neither to be able to take calls do to license revocation, outages lasting for several hours at a time (though they happen infrequently).

Response from NICE

Andrew, thanks so much for your feedback! We'll pass along your feedback to our team.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

User friendly support center platform

Reviewed on 03/06/2022

We've been using Nice CXone for last few years and the overall experience is generally positive....

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

Kelsie
Overall rating
  • Industry: Telecommunications
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Works well for growing businesses and WAH employees

Reviewed on 03/10/2019

Pros

The ability to work remotely from home, which allows greater flexibility for both the company and employees, as well as the ease of use of the system in learning to handle different contacts - emails/chats/phone calls. This is a simple and fairly straightforward system for a new user to learn, and allows users the ability to be more efficient in their work.

Cons

The occasional system glitches which leaves users "stuck" in after call wrap or inability to change codes; when this happens, an Administrator has to force log the user out of the system to allow the system to refresh and the user to log back in to continue their work. While these glitches are much less frequent than they used to be, it still is an ongoing platform issue.

Response from NICE

Thank you for the feedback. We are happy to hear that our software makes remote work straightforward and efficient. We are always striving to make improvements and our teams are working through software glitch issues.

Alexis
Overall rating
  • Industry: Consumer Services
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

It's so nice we got this tool Nice inContact

Reviewed on 19/02/2023

It has generally been successful since it enables us to complete our work on time and in accordance...

It has generally been successful since it enables us to complete our work on time and in accordance with the designated work schedule for the day. My work became much easier thanks to this software.

Pros

The ability to look up our audio files and the system logs of our activities during our shift appealed to me a lot. Keeping track of one another's schedules has another advantage. I enjoy having access to earlier calls in order to help a disappointed customer. The callback option keeps our customers happy, and they consistently provide us with positive feedback when we quickly return their calls. These are only a few of the many elements that contribute to the software's user-friendliness.

Cons

So far, I haven't discovered anything I dislike. I've always utilized it myself without need assistance from another person to make changes.

Justin
Overall rating
  • Industry: Consumer Goods
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

CXOne for Quality Service

Reviewed on 12/11/2019

NICE inContact CXone has taken time to develop, but will ultimately provide our company with the...

NICE inContact CXone has taken time to develop, but will ultimately provide our company with the ability to do greater dives into our data to offer better service to our customers.

Pros

CXone has allowed our company to capture a better picture of our overall service levels across our department. The use of new dashboards gives everyone easy access to the important information we need to have during our day.

Cons

Call recording software is a step behind other industry leaders, allowing for a more personalized and interactive experience for both the QA and user.

Alternatives Considered

Oracle PeopleSoft

Reasons for Switching to NICE CXone

Price

Response from NICE

Justin, we are always working to improve our products and appreciate your feedback. We are happy to see that CXone has helped give you visibility into the whole contact center.