NICE inContact CXone

NICE inContact CXone

by NICE inContact

Who Uses NICE inContact CXone?

Contact centers in small, medium, enterprise and government organizations use NICE inContact CXone to deliver exceptional customer experiences across all channels digital and voice.

What Is NICE inContact CXone?

Move Your Contact Center Agents Home in 48 Hours! As companies and governments are increasingly asking employees to work from home due to the COVID-19 (Coronavirus) outbreak, NICE inContact is here to help, free of charge for the first 45 days.

NICE inContact is the world's #1 cloud customer experience platform. Delivering omnichannel routing, analytics, workforce optimization, automation, and AI, CXone empowers organizations of all sizes to provide exceptional customer experiences.

NICE inContact CXone Details

NICE inContact

https://www.niceincontact.com

Founded 1997

NICE inContact CXone Pricing, Cost & Reviews - Capterra UAE 2020

NICE inContact CXone does not have a free version and does not offer a free trial.

Free Version

No

Free Trial

No

Deployment

Cloud, SaaS, Web

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

NICE inContact CXone Features

Auto Dialer Software
CRM
Call Disposition
Call Recording
Call Scheduling
Call Scripting
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Escalation Management
Inbound Call Center
Interactive Voice Response (IVR)
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Archiving
Call Tagging
Distributed Call Recording
Event Triggered Recording
File Transfer
On-Demand Recording
Record & Playback ability
Scheduled Recording
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Alerts / Escalation
Automated Routing
Customizable Branding
Document Storage
Email Integration
IT Asset Management
Interaction Tracking
Knowledge Base Management
Multi-Channel Communication
Network Monitoring
Real-time Chat
Self Service Portal
Service Level Agreement (SLA) Management
Ticket Management
Call Center
Call Logging
Call Recording
Call Routing
Multiple Scripts
Phone Key Input
Survey Management
Text to Speech
Voice Customization
Voice Mail
Call Monitoring
Call Recording
Call Scheduling
Call Transfer
Campaign Management
Campaign Specific Caller ID
FCC Compliance
FTC Compliance
Lead Management
List Management
Auto Dialer
Call Center Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Predictive Dialer
Reporting/Analytics
Telemarketing Management
VoIP
Budgeting/Forecasting
Contractor Management
Employee Lifecycle Management
Employee Scheduling
Labor Forecasting
Performance Metrics
Recruitment Management
Skills Tracking
Time & Attendance Management
Variable Workforce

NICE inContact CXone Reviews

Showing 5 of 327 reviews

Overall
4.1/5
Ease of Use
4.1/5
Customer Service
3.8/5
Features
4/5
Value for Money
3.8/5
Ryan C.
IT Manager
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 19/05/2020

"Excellent VOIP Service"

Comments: 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.

Vendor Response

by NICE inContact on 01/07/2020

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

  • Reviewer Source 
  • Reviewed on 19/05/2020
Warren J.
Telecom Product Engineer
Nonprofit Organization Management, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 25/06/2020

"Have been using NICE inContact since 2009"

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.

Vendor Response

by NICE inContact on 01/07/2020

Thanks for your feedback, Warren!

  • Reviewer Source 
  • Reviewed on 25/06/2020
Verified Reviewer
Partner Relationship Manager, Reservations and Customer Care
Hospitality, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    3/5
  • Ease of Use
    4/5
  • Features & Functionality
    3/5
  • Customer Support
    4/5
  • Value for Money
    Unrated
  • Likelihood to Recommend
    7/10
  • Reviewer Source 
  • Reviewed on 11/11/2019

"Omnichannel, Multi-site, International Contact Center"

Comments: 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.

Vendor Response

by NICE inContact on 25/11/2019

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.

  • Reviewer Source 
  • Reviewed on 11/11/2019
Emily M.
VP Contct Centers
Hospitality, 10,001+ Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • 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.

Vendor Response

by NICE inContact on 01/07/2020

Thanks for your detailed review, Emily!

  • Reviewer Source 
  • Reviewed on 21/05/2020
Shelly W.
3M Global Admin
Telecommunications, 10,001+ Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 12/12/2019

"Dec.2019_3M_US_Admin_Support_inContact"

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.

Vendor Response

by NICE inContact on 06/01/2020

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

  • Reviewer Source 
  • Reviewed on 12/12/2019