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About NICE CXone

Cloud contact center platform with omnichannel routing, workforce management, digital experiences, and analytics and AI for CX.

Learn more about NICE CXone

Pros:

It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.

Cons:

Sometimes, calls get dropped automatically, which reflects as "refused," and negatively impacts employee efforts.

NICE CXone ratings

Average score

Ease of Use
4.2
Customer Service
4.0
Features
4.1
Value for Money
4.0

Likelihood to recommend

7.8/10

NICE CXone has an overall rating of 4.2 out 5 stars based on 577 user reviews on Capterra.

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Filter reviews (577)

Irv
Irv
Service Provider Manager in US
Verified LinkedIn User
Facilities Services, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great for a small call center

5.0 6 years ago

Comments: 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)

Warren
Telecom Product Engineer in US
Nonprofit Organization Management, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Have been using NICE inContact since 2009

5.0 4 years ago

Comments: My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

Pros:

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Cons:

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

NICE Response

4 years ago

Thanks for your feedback, Warren!

Jim
admin in US
Apparel & Fashion, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

It's Not Bad

3.0 2 weeks ago New

Comments: i would say it's ok but not great. Needs more flushing out

Pros:

nice interface easy to use and very straight forward.

Cons:

lacks features of other competitors. Needs to be more robust.

Emily
VP Contct Centers in US
Hospitality, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

InContact Review

4.0 4 years ago

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.

NICE Response

4 years ago

Thanks for your detailed review, Emily!

Shelly
3M Global Admin in US
Telecommunications, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Dec.2019_3M_US_Admin_Support_inContact

4.0 5 years ago

Comments: 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.

NICE Response

5 years ago

We're so happy to hear about your great experience! Thank you, Shelly!

Paul
Networks & IT Lead in Australia
Financial Services Software, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

NICE CXone, the complete solution

5.0 last year

Comments: We have had a positive experience, the solution works seamless and is integrated across all of the products on offer

Pros:

This is a complete cloud solution which enables us to have the latest and greatest solution available

Cons:

The licensing is too restrictive, it would be great to have a reporting tier, where no phone calls are able to be taken

Chris
Director in US
Health, Wellness & Fitness, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Great Product

5.0 last year

Pros:

Very easy to use, able to be deployed with little to no issues and it is always kept up to date

Cons:

Tech support can take a little longer to get a case worked when something does come up

Nathan
Director of IT in US
Computer Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Unsatisfied with the support

4.0 5 years ago

Comments: Very little though it is simple enough to get setup and having the agents use it when needed.

Pros:

The ease of use to setup and have an agent use the platform with very little training or other hand holding.

Cons:

The reporting is in need of some help. The reports are intuitive and at times seem to report data different than what we would see in real time.

NICE Response

5 years ago

Nathan, thanks for your feedback. We certainly want you to have a better experience with Support and we'll forward your feedback to the appropriate team members for attention. Please contact us at [email protected] if you have any additional feedback. Thank you.

Jonathan
Chief Infrastructure & Data Officer in US
Hospital & Health Care, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Constant issues - arguments with Support Teams on validity of issues

4.0 5 years ago

Pros:

When it works, it's smooth. Its highly customizable for call queues and trees.

Cons:

Support is atrocious; constant and large outages (anywhere from 5min to a couple of hours means that all call center staff cannot take/make calls which cripples us). We've had an open support ticket closed on us 6+ times because support says the issue is resolved even when we continue to present evidence it's not resolved. Ongoing issues for 2 months now, still no resolution.

NICE Response

5 years ago

Hi Jonathan. Your business if very important to us. We'll get in touch with your service team to find out about these issues to get them resolved.

Mike
Mike
Student Success Manager in US
Verified LinkedIn User
Higher Education Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

NICE inContact might be a great for you, but it isn't right for me

3.0 6 years ago

Comments: I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with a CRM. So tracking specific analytics of our communications are complicated. We can track by agent, but not by caller. As we have the same people calling in, this is an important feature inContact lacks. However, if you are purely looking for a call center platform that allows different levels of staffing to interact with clients or potential customers, inContact has a lot of great features that will work well. They even have an embedded chat option for customers who don't want to speak on the phone that integrates perfectly with the Agent.

Pros:

Calls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features.

Cons:

It's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market.

David
Customer Service Manager in US
Sports, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

I don't know all the options

5.0 5 years ago

Comments: We like incontact but we are a smaller company and everything cost money and I don't know if we are getting everything out of what we are currently paying.

Pros:

I like that I can use the stuido for the most part to better my call center with out a lot of extra work.

Cons:

I think I don't know all the features that come with incontact, can you drag email into the group, how does call back work.

NICE Response

5 years ago

David, thanks for your comments. We strongly suggest reaching out to your technical account manager for help and to understand all of the capabilities of the product. It will certainly help.

Eric
IT Analyst in US
Retail, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Decent solution with room for improvement

4.0 5 years ago

Comments: Using the platform gave us more flexibility for how we handle our calls and report on call center metrics. We are not sure though that it is worth the premium price we pay for this solution compared to what we could have had if we would have upgraded our premise-based ACD system that we replaced. We pay over $45k per month for fewer than 100 users and that's not even using all of the modules. We also have to pay that cost every month, forever or until we choose a different solution. Premise based might be a better value for our operation if we have a chance to choose again.

Pros:

The software has a lot of customizability and tons of features. Deployment and training for users is easy.

Cons:

There are definitely limitations for some features at standard and to get advanced modules and functions the solution becomes VERY expensive.

NICE Response

5 years ago

Eric, thanks for your review. Please reach out to your technical account manager if we can help make your experience better.We'd love to hear from you.

BRANDON
Manager, Telecommunications in US
Internet, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

USERHUB Review - RentPath

5.0 5 years ago

Pros:

I work with InContact very intimately from agent facing to back end routing. This software provides a very likable GUI, ease of use, and never fails to deliver quality and overall performance across the board. Being able to truly rely on a contact center solution to deliver as promised is non existent... unless you use InContact. Quality Plans within QM are a life saver! Having our QA team and Supervisors not have to go through calls manually will save us so much time, ultimately allowing us to spend time in other areas that are just as important. We love the Analytics of being able to see sentiment on calls! The accuracy is beyond impressive and is really going to set us ahead of the competition now that we are able to see specific keywords and/or phrases that our agents and our clients are saying. We'd love to be able to report on these key phrases and words to help us grow further! The biggest advantage we were able to gain as an organization was coming from Central with 18,000+ skills and reducing them within USERHUB to 14. This will help us immensely with WFM to be able to forecast accurately knowing that we aren't having to add new queues on a daily basis with the potential of huge error over time.

Cons:

As we have come from Central to USERHUB, there has been a lack in QM Reporting ( only 3 reports ) and we have been challenged with Quality Plans not being able to replace calls if they are not a fit for that form designated to that plan. There is an upcoming release that is slated for our cluster on Oct 10th that will give us that function which is great. There is also no Print function for completed QA's. If the Evaluator made a mistake and the agent acknowledges the QA, there is no way to delete a completed or acknowledged QA which creates headaches for our staff. It would make sense to be able to edit a completed QA outside of an agent challenging it. We have also noticed that same calls can be pulled across different Quality Plans - some may not see this as an issue but we like to QA unique phone calls vs ones that have been already scored by someone else. When doing evaluations through the quality plans, there is no call details to look up within a CRM as an example (disposition,callID,DNIS,ANI) Also in the Evaluation Report, if there is a Yes/No question that is score-able with N/A and N/A is selected on the QA form, the Maximum Score Possible column in that report does not remove the total points for that question, which provides inaccurate scores. Also, it seems that the QA Average that is shown in Performance Monitoring is taking an average of the QA's by the percentage when it should be total sum score column / total sum maximu etcm possible score column.

NICE Response

5 years ago

Thank you so much for the detailed feedback. We are happy to hear it is working for you and appreciate you bringing the challenges to our attention. We are always striving to make improvements and will pass along your comments to the appropriate teams.

Miles
Director of Support in US
Computer Software, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Alternatives Considered:

Terrible Onboarding Experience

3.0 5 years ago

Comments: It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.

Pros:

Up time is good, WFM integration with the basic telephony is nice.

Cons:

The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later. When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.

NICE Response

5 years ago

Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at [email protected]. Thanks so much for your feedback.

Adam
Workforce Manager in US
Consumer Goods, 201–500 Employees
Used the Software for: 6-12 months
Reviewer Source

I can't use this

1.0 last year

Comments: I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.

Pros:

Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).

Cons:

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.

Clinton
Contact Center Manager in US
Financial Services Software, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

CXOne reminds me of a shiny, sleek, sports car powered by a go-cart engine.

4.0 4 years ago

Comments: It was much better several years ago but with every recent "upgrade" it has gotten worse. Latency is extreme to the point that all managers within our Contact Center have pleaded with our technology department to be removed from Single Sign On which we were only granted several weeks. As of late, we are constantly being told to clear cache, delete temp internet files, shut down and restart our computers, etc. The ACD screen freezes consistently and we are DAILY reaching out to our WFM team and asking them to move agents in and out of skills due to our timeouts and latency. These are truly daily occurrences and not the ramblings of a disgruntled user that is inconvenienced on an occasional basis.

Pros:

The Dashboards are easy to configure and provide a nice view that you can tailor to both your department and/or individual needs.

Cons:

As mentioned above, the Dashboards are very nice but I am often 2-3 minutes behind from a "real-time" view. Additionally, the most basic enhancements seem near impossible to consider as I'm regularly told "the system wasn't built that way". The Real Time Adherence view is a great example of this as I'll be monitoring 50 agents with an additional 10-15 that aren't even in a working state (in some case, even employees that do NOT work within the Contact Center). Basically, I'm looking at a bunch of "white noise" on the RTA screen instead of agents solely within my department. The issues may very well be concerns with my employer's technology team but since they are the ones in direct discussion with inContact, I just have to go by what they are saying.

Anallyn
Quality Manager in Philippines
Banking, 10,000+ Employees
Used the Software for: 6-12 months
Reviewer Source

NICE inContact for Call Center Management

5.0 4 years ago

Comments: At first I was skeptical with NICE inContact since I am used to using the other NICE application. After several updates made with NICE inContact collaborating with our Voice Team, the experience has been better especially loved the web player option :).

Pros:

Since we started using NiC in March due to the global pandemic, we have since observed several upgrades in the functionalities/capabilities. 1. We have the option to remove download capabilities to certain users for InfoSec compliance since our company is a financial organization. 2. We no longer need 8x8 to play the call as it now has the web player functionality thus makes it easier to listen to calls. 3. We can now track the actual dead air and hold time which is critical to the call center as part of us monitoring the AHT and efficiency of our associates. 4. Clear definition of why a call was disconnected such as Agent Hung Up, Contact Hung Up, Agent Phone Disconnected, OB call interrupted and so on.

Cons:

Some of the thing s I least like with the software are. 1. NiC tends to run into an error when agent is on high avail then a call suddenly comes in, it gives an agent leg error. 2. There are times that customer could not hear agent on the other line yet or vv. We did a test in the past where we listen to the call live and listened to the call after being recorded.

Roy
Workforce Manager (WFM) in US
Nonprofit Organization Management, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Reliable Platform with Integration and Customization Capabilities

4.0 5 years ago

Pros:

The InContact platform is very reliable, customization, and can integrate with other services and CRMs like Salesforce. Besides the main ACD functionality, the platform incorporates options for real-time and historical reporting, integrated softphone options, and reporting tools for data and QM.

Cons:

Sometimes updates to the platform can cause minor glitches which are usually fixed by the next software release or major issues are addressed immediately. I would just suggest spending more time testing for glitches, prior to deploying updates.

NICE Response

5 years ago

Thanks very much, Roy! We'll pass your feedback on to the appropriate teams for consideration.

Dan
VP - Professional Services in US
Information Services, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Nice inContact Call Center

4.0 6 years ago

Comments: My experience with the Nice inContact call center software has been that it is a high quality, high availability solution that meets most call center operational requirements and can be implemented in a timely manner.

Pros:

The software, compared to legacy premise-based call center solutions, is considerably easier to configure and implement. Time to bring on new IVR and ACD solutions is a fraction of the time to do so in the traditional environment. Integration with CRM solutions for screen pop, IVR customer lookup, dialer list management, and other services can be easily configured and implemented in days vs. months. The software enables multiple media types (voice, chat, email, SMS, etc.) to be managed under a single platform and seamlessly routed to agents. Getting implementation staff proficient with the tool is another plus.

Cons:

Functionality of some services is not as deep as a point solution (i.e. compared to a full function chat or email management service) but is more tightly integrated for multi-channel routing.

Mohamed
Associate Payments in Jordan
Banking, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Improve call center operations to achieve lean management

5.0 2 years ago

Comments: NICE CXone helps us assess the volume of incoming calls and decide how many resources to convert into a process. We can also see what the team has been doing to keep things under control.

Pros:

NICE CXone helps us run our call center daily, reduce work, and increase capacity. User-friendly interface with everything displayed. Understanding our team members call productivity is critical, and I appreciate customizing tools to my preferences in the most efficient way possible. I like that NICE CXone stores calls in the cloud and offers various ways to quickly access and track calls, and NICE CXone dashboards provide fine detail, which I enjoy. I love the click-to-call feature.

Cons:

Not much, since NICE CXone is accurate and the user should have enough training to use it successfully, however, I sometimes find it challenging to set up all the tools on the watch page, which I understand, but I don't need it because I need to keep track of so many teams.

Mike
Senior Contact Center Manager in US
Financial Services Software, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Excellent cloud technology solutions for our contact center.

5.0 6 years ago

Comments: There was a time I felt I was losing some control by giving up all the physical equipment in our contact center and moving everything to the cloud. I got over that fairly quickly when we started improving quality, production and survey scores and eliminating down time.

Pros:

They have a solution for pretty much have a solution for any task or initiative you have in your contact center. You don't need to purchase every tool; you can purchase only what you need. Their engineers and technical manager are good at what they do and have helped us design solutions for a variety of challenges.

Cons:

If you are new to cloud technology for contact centers there is a lot to catch up on. You will have to do some studying and training. Most of these tools are easy to use, but in some cases you need time to get used to using the technology. You need to ask a lot of questions and make sure your technical account managers fully understand your business so they can partner with you on designing tools and solutions that work for you.

Amanda
Call Center Supervisor in US
Telecommunications, 501–1,000 Employees
Used the Software for: 2+ years
Reviewer Source

Clunky software that does the bare minimum.

3.0 4 years ago

Comments: Overall it could be a lot better from a user standpoint.

Pros:

It works most of the time. There is not much else to say about what I do like because it is few and far between. Maybe pay more for technological improvements and less for celebrity keynote speakers.

Cons:

Very buggy. We have had the software go down in the past quite a few times and the resolution is not always quick from support. Most of the time they blame our end or something on our end when it is not on our end at all. Just yesterday we had a GLOBAL outage and no way for our business to take calls when we rely on this system. There is no backup or failsafe when there is an outage. There are days that go by where people have continual issues logging in and clearing cache and cookies SHOULD fix, but does not. Sometimes people have to reboot their whole network in order for them to not have issues with incontact(they have no issues with ANY other programs but incontact when this occurs).

Brad
Senior Contact Center Load Manager in US
Education Management, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

InContact review

4.0 8 years ago

Comments: Overall positive experience. We've used InContact for over 5 years now and have been able to grow our business as a result. We were the first to launch the PC dialer and use it extensively every day to increase the amount of outbound call attempts we make on a daily basis. One thing that needs to happen is to find a way to reduce the amount of freezing that occurs within the platform. We experience this about once or twice a month, sometimes for short periods, but sometimes for longer periods of time which can negatively impact production. Also, continue to enhance the custom report tool. It's getting better with each release, but still has some room to improve.

Pros:

Ease of use when it comes to skill buildouts, edits. Priority blending works well and helps us prioritize calls to out agents. PC dialer works well and eliminates that "pause" when a call is launched to one of our students

Cons:

Freezing of the platform on occasion. Need ability to create agent profiles where you can add skills to a profile instead of adding skills to multiple agents. Too much time involved

Sharon
Telecom Analyst in US
Entertainment, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Great business partnership

4.0 4 years ago

Comments: Overall, it's been a very good experience. We hit a few bumps in the beginning of the relationship, but we were undergoing a major technology change - that's bound to happen. Those bumps were smoothed over by the wonderful account teams that we've had - I can honestly say that there are very few complaints I can think of about each and every employee I've interacted with at Nice inContact. Employees are highly responsive, quick to respond when called upon, and are generally extremely helpful and a pleasure to work with. Keep it up!

Pros:

I can honestly say that there are very few complaints I can think of about each and every employee I've interacted with at Nice inContact. Employees are highly responsive, quick to respond when called upon, and are generally extremely helpful and a pleasure to work with.

Cons:

The products we consume were described as all "point, click and drag". The scripting is not simple, and requires a certain skill level to maintain and support.

NICE Response

4 years ago

Thanks for your partnership and your feedback, Sharon!

Jonathan
OPS Manager in US
Food & Beverages, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Overall great software solution for IVR and autodialer

4.0 5 years ago

Comments: Overall good, solution is reliable with a few minor glitches that mostly impacted us when a system update was pushed.

Pros:

Enjoyed most the ability to access this solution remotely

Cons:

Inability to customize on the fly - most of our script changes required professional services

NICE Response

5 years ago

Hello Jonathan. We're glad to hear your comments. Thanks for reviewing us!