NICE inContact

Who Uses NICE inContact?

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?

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 Details

NICE inContact

https://www.niceincontact.com

Founded 1997

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NICE inContact pricing overview

NICE inContact does not have a free version. NICE inContact paid version starts at $100.00/month.


Starting Price

$100.00/month

Free Version

No

NICE inContact deployment and support

Support

  • Knowledge Base Software
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Windows (On-Premise)
  • Linux (On-Premise)

Training Software

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

NICE inContact Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Answering Machine Detection
  • Auto-Dialer
  • Automatic Call Distribution
  • CRM Software
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording Software
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tracking Software
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management Software
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management Software
  • Customer Database
  • Data Import/Export
  • IVR / Voice Recognition
  • Integrations Management
  • Interaction Tracking
  • Lead Capture Software
  • Lead Management Software
  • Live Chat Software
  • Local Caller ID
  • Monitoring
  • Multi-Channel Communication
  • Power Dialer
  • Predictive Dialer Software
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Text to Speech
  • Third Party Integrations
  • Voice Mail

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  • API
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  • Alerts / Escalation
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  • Automatic Call Distribution
  • Blended Call Center
  • CRM Software
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking Software
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management Software
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management Software
  • Customizable Reports
  • Email Management Software
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Live Chat Software
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Center
  • Performance Management
  • Predictive Dialer Software
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Third Party Integrations
  • Voice Mail
  • Workflow Management Software

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  • Call List Management
  • Call Monitoring
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  • Call Tagging
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  • Call Transcription
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  • Caller ID
  • Campaign Management Software
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  • Computer Telephony Integration
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  • Voice Mail

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NICE inContact Reviews

Read all reviews

Overall rating

4.2/5

Average score

Ease of Use 4.2
Customer Service Software 3.9
Features 4.1
Value for Money 4

Review software

Share your experiences with other software buyers.

Write a Review!
Travis G.
Senior Sales Engineer
Computer Software, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    4 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 27/10/2020

"Swiss Army Knife"

Comments: They are a fair and firm company that says what they will do, and they do what they say.

Pros: There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Cons: I wish that there were sentiment analysis for the SMS side of the omnichannel.

  • Reviewer Source 
  • Reviewed on 27/10/2020
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 Software
    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
Service Desk Analyst II
Information Technology & Services, 10,000+ Employees
Used the Software for: 6-12 months
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support Software
    3 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 25/02/2021

"How "Nice" of You to Read My "inContact" Review!!"

Comments: I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.

Pros: I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.

Cons: I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.

  • Reviewer Source 
  • Reviewed on 25/02/2021
Carlos C.
CEO
Computer Software, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    1 /5
  • Ease of Use
    1 /5
  • Features & Functionality
    2 /5
  • Customer Support Software
    1 /5
  • Value for Money
    1 /5
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 07/02/2017

"BUYER BEWARE: Make sure your read the fine print on contract and confirm 100% that the features you want do not have hidden costs"

Comments: I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie.
Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else.
After we signed our contract, everything turned into $$$$ for this, $$$ for that.
I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process.
While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had.
When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients.
It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it.
The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product.
Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.

Pros: Gives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.

Cons: Too long and complicated to set up
Too many random issues that we had to figure out ourselves
No mobile solution
SMS support is too pricey.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 07/02/2017
Joy R.
Dispatcher
Consumer Services, 5,001-10,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support Software
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 01/03/2021

"Nice works Nicely"

Pros: I like it keeps track of schedule including breaks, lunches, and any special meetings and the ease of use

Cons: It sometimes crashes without warning and sometimes calls come in with no intro warning

  • Reviewer Source 
  • Reviewed on 01/03/2021