About NICE CXone
NICE CXone pricing
NICE CXone does not have a free version but does offer a free trial. NICE CXone paid version starts at US$100.00/month.
Alternatives to NICE CXone
NICE CXone Reviews
Feature rating
- Industry: Facilities Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Great for a small call center
My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.
Pros
Mostly reliant software with great sound quality
Great call routing features and automation
Quality call recording options (useful for escalations or PIP)
Cost effective due to the entire company using the platform (may be expensive for smaller teams)
Cons
When system is down, missed calls are lost
System support can be slow at times
Reporting capabilities could be expanded (improved dashboards)
- Industry: Hospitality
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
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.
Alternatives Considered
Five9Reasons for Choosing NICE 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.Switched From
Five9Reasons for Switching to NICE CXone
We had already done our due diligence by the time we started evaluating Five9 and they seemed very comparable.Response from NICE inContact
Thanks for your detailed review, Emily!
- Industry: Computer Software
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
The cloud-based customer experience tool NICE CXone offers a complete answer.
In general, NICE CXone is a strong and complete tool that helps companies of all kinds increase client engagement and satisfaction. Businesses seeking to offer a seamless and customised client experience should consider it because of its omnichannel routing, labour management, and data capabilities.
Pros
businesses aiming to raise client happiness and involvement. In order to provide a smooth user experience, this platform provides a broad variety of features, including digital navigation, labour management, analytics, and automation.
Cons
To enhance the customer experience, this data can be used to pinpoint problem areas and inform data-driven choices.
- Industry: Hospitality
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
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.
Response from NICE inContact
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.
- Industry: Health, Wellness & Fitness
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Connect with technology's best
This is an amazing arrangement and plugs in impeccably with other Decent items like IEX, QR WFM, and so on. It's so much simpler for the dev group to arrange, incorporate and alter the client experience. The screen is smooth and intuitive.
Pros
A great and powerful arrangement of telephony and organization when it's most needed in the work environment.
Cons
It would be great to add SMS features or instant messaging in the future because it doesn't have that right now.
