About NICE CXone

NICE inContact is cloud-based call center software that helps businesses to maximize the quality of leads and minimize the cost of client interaction. The solution comprises many features required to process inbound support requests and helps businesses connect with their customers via multiple channels such as inbound/outbound voice calls, email, voicemail, chat, social media and more. NICE inContact offers various call routing features, like IVR, CTI and ACD. The system also includes workforce optimization capabilities such as e-learning, hiring and workforce management. The blended predictive dialer tool offers call blending, message lay-down dialing, call suppression and auto dialer for blended call centers. The solution seamlessly integrates with popular CRM applications like Salesforce and Oracle Service Cloud. NICE InContact can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Customer service and support applications are also available as part of the integrated suite.
NICE CXone Software - NICE InContact CXone intraday management
NICE CXone Software - NICE InContact CXone forecasting
NICE CXone Software - NICE InContact CXone time-off request
NICE CXone video
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NICE CXone Software - NICE InContact CXone forecasting - thumbnail
NICE CXone Software - NICE InContact CXone time-off request - thumbnail

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.

Starting Price:
US$100.00/month
Free Version:
No
Free trial:
Yes

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NICE CXone Reviews

Feature rating

Value for Money
4
Functionality
4
Ease of Use
4
Customer Support
4
5 reviews of 219,888 View all reviews
Ryan C.
  • Industry: Information Technology & Services
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/05/2020

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.

Alternatives Considered

Five9

Reasons for Choosing NICE CXone

We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in

Switched From

Five9

Response from NICE inContact

We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.

Replied 01/07/2020
Emily M.
  • Industry: Hospitality
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 21/05/2020

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

Five9

Reasons 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

Five9

Reasons 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!

Replied 01/07/2020
Erica T.
  • Industry: Government Administration
  • Company size: 10,000+ Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
0
Features
3
Ease of Use
5
Customer Support
5

5
Reviewed on 27/08/2021

Out with the old, in with the new!

Pros

It is very easy to use and it allows time between calls to wrap up notes. When calls are in queue you can see the exact number. It has tons of features that I haven't even tapped into yet.

Cons

I cannot dial certain numbers, for example 800 numbers.

Brittney P.
  • Industry: Financial Services
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Features
4
Ease of Use
3
Customer Support
2

3
Reviewed on 04/10/2016

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.

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.

Vinicius L.
  • Industry: Insurance
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
4

4
Reviewed on 31/08/2021

telephony revolution

After the pandemic, my company needed to adapt to the Home Office. As we worked at a central, we didn't know what would be done with telephony. Thanks to Nice, we were able to work safely from home. Not only that, but today we can consider having a hybrid work. To use the software, you only need an internet and a computer.
What I like most about Nice is knowing that I can work from anywhere.

Pros

The convenience of using the software from anywhere made my job much easier. The design that the reports are issued is incredibly understanding.

Cons

Every time I need to make a call, I need to put the "+DDI". As I make many calls in Brazil, I need to be constantly adding the "+55", which is Brazil's DDD.

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