NICE inContact CXone Reviews

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Real User
Customer Service Manager at a consumer goods company with 51-200 employees
Mar 19 2020

What is most valuable?

I have found the ease of use of the ACD to be most valuable along with the inView dashboard. It is so easy to manage your own call routing without needing to be a… more»

How has it helped my organization?

NICE CXone has had a HUGE impact on our contact center. It took us from a place where we had no visualize on contact volumes, handle times, ASA, etc. to a place where we… more»

What needs improvement?

I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific. The ACD/QM reporting and the dashboards inside… more»

What's my experience with pricing, setup cost, and licensing?

Make a list of what you are looking for in a system. Pick 3 or 4 features that are an absolute must-have. Then build a comparison chart to fill out while you are having… more»

Which solution did I use previously and why did I switch?

We previously used a very basic version of Mitel. It was not their CCaaS, just basically a phone hunt group. Calls would round-robin until somebody picked it up, sometimes… more»

What other advice do I have?

We have absolutely loved this platform. The implementation team was awesome and the ongoing service and support is phenomenal. I can look in the knowledge base for answers… more»

Which other solutions did I evaluate?

Yes, we evaluated Mitel, Genesys, Aspect, Zentalk.
Real User
Service Level Supervisor at a comms service provider with 51-200 employees
Mar 26 2020

What is most valuable?

The dashboard: It can keep an eye on more then one thing at once, which makes my job a little less stressful. I have many sections open everyday: Agent List, Call/Contact… more»

How has it helped my organization?

It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see… more»

What needs improvement?

I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are… more»

What's my experience with pricing, setup cost, and licensing?

This is not something that I take care of for my company.

Which solution did I use previously and why did I switch?

I have not used another platform.

What other advice do I have?

If you are wondering if you or your company should use NICE inContact, I would suggest reaching out to them and asking for a demonstration. Totally worth it! It is super… more»

Which other solutions did I evaluate?

I was not in charge of making the switch. My company started using NICE inContact before i started working here.
Learn what your peers think about NICE inContact CXone. Get advice and tips from experienced pros sharing their opinions. Updated: May 2020.
419,052 professionals have used our research since 2012.
Real User
Donor Management Coordinator at Legacy Donor Services Foundation
May 26 2020

What is most valuable?

I like that you can tag each call as this helps my company to better keep track of calls and the case that they are assigned to. It is very user-friendly with minimal… more»

How has it helped my organization?

inContact has improved my company by allowing for better tracking of incoming and outgoing calls. It also helps keep employees accountable for their work as each person is… more»

What needs improvement?

Occasionally, the system runs slow and will kick us out of Max, which then has to be restarted, and can cause issues as our call center deals with time sensitive phone… more»

What's my experience with pricing, setup cost, and licensing?

This is not my area.

Which solution did I use previously and why did I switch?

At my previous employment, we used Call Parrot which was absolutely atrocious. I switched to inContact because I started employment with a new company that was already… more»

What other advice do I have?

So far, it is the best system I have worked with.

Which other solutions did I evaluate?

inContact was already in use when I began employment at my company. I did not have a say in which system was chosen.
Kimberly Stump, R.T. (R), CTBS
Real User
Donor Center Manager at Wytheville Community College
May 27 2020

What do you think of NICE inContact CXone?

What is our primary use case?

We operate in a call center and take a high volume of calls.

How has it helped my organization?

It is more organized, but it has had many issues with echoing and little minor hiccups along the way.

What is most valuable?

Being able to listen in on a call, which is exceptionally good with training. If a coordinator is in training someone needs to listen in on certain calls and give feedback. Incontact allows you to easily log in to someone else’s call and listen.

What needs improvement?

It could improve the quality of calls.

For how long have I used the solution?

One year.

Articles

User Assessments By Topic About NICE inContact CXone

Learn what your peers think about NICE inContact CXone. Get advice and tips from experienced pros sharing their opinions. Updated: May 2020.
419,052 professionals have used our research since 2012.

NICE inContact CXone Questions

What is NICE inContact CXone?

NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. We work with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results.

NICE inContact is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.

- Industry’s best-published SLA of 99.99%

- Industry’s only guaranteed voice SLA

- 390,000+ cloud contact center agents

- 150+ countries

- 85 of Fortune 100 customers

    Overall, NICE inContact’s platform and solutions combine contact center software with a national connectivity network of phone and Internet. Based in Salt Lake City, Utah, Nice inContact also operates an international headquarters in London, as well as the Philippines.


    Also known as
    NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower
    NICE inContact CXone customers

    MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy