NICE CXone Features

NICE CXone

Cloud Contact Center Software

4.15/5 (507 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Auto-Dialer
Auto-Responders
Automated Routing
Automated Scheduling
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
Budgeting/Forecasting
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tagging
Call Tracking
Call Transcription
Call Transfer
Callback Scheduling
Campaign Management
Categorization/Grouping
Chat/Messaging
Chatbot
Collaboration Tools
Communication Management
Computer Telephony Integration
Contact Database
Contact Management
Contractor Management
Customer Database
Customer History
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Distribution Management
Drag & Drop
Email Alerts
Email Management
Employee Management
Employee Scheduling
Event Triggered Actions
FCC Compliance
FTC Compliance
Feedback Management
File Transfer
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Knowledge Base Management
Labor Forecasting
Lead Distribution
List Management
Live Chat
Macros/Templated Responses
Manual Dialer
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multiple Parties
Multiple Scripts
Multiple User Accounts
Network Monitoring
On-Demand Recording
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Quality Management
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Recording
Recruitment Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Request Assignment
Rules-Based Workflow
SMS Messaging
Scheduled Recording
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Shift Swapping
Skills Tracking
Social Media Integration
Speech-to-Text Analysis
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Telemarketing Management
Template Management
Text to Speech
Third Party Integrations
Time Off Management
Timesheet Management
Variable Workforce
Video Conferencing
Virtual Assistant
VoIP
VoIP Connection
Voice Customization
Voice Mail
Workflow Configuration
Workflow Management
Workforce Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Auto-Dialer
Auto-Responders
Automated Routing
Automated Scheduling
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
Budgeting/Forecasting
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tagging
Call Tracking
Call Transcription
Call Transfer
Callback Scheduling
Campaign Management
Categorization/Grouping
Chat/Messaging
Chatbot
Collaboration Tools
Communication Management
Computer Telephony Integration
Contact Database
Contact Management
Contractor Management
Customer Database
Customer History
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Distribution Management
Drag & Drop
Email Alerts
Email Management
Employee Management
Employee Scheduling
Event Triggered Actions
FCC Compliance
FTC Compliance
Feedback Management
File Transfer
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Knowledge Base Management
Labor Forecasting
Lead Distribution
List Management
Live Chat
Macros/Templated Responses
Manual Dialer
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multiple Parties
Multiple Scripts
Multiple User Accounts
Network Monitoring
On-Demand Recording
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Quality Management
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Recording
Recruitment Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Request Assignment
Rules-Based Workflow
SMS Messaging
Scheduled Recording
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Shift Swapping
Skills Tracking
Social Media Integration
Speech-to-Text Analysis
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Telemarketing Management
Template Management
Text to Speech
Third Party Integrations
Time Off Management
Timesheet Management
Variable Workforce
Video Conferencing
Virtual Assistant
VoIP
VoIP Connection
Voice Customization
Voice Mail
Workflow Configuration
Workflow Management
Workforce Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Agent Interface
Alerts / Escalation
Alerts/Notifications
Appointment Management
Archiving & Retention
Auto-Dialer
Auto-Responders
Automated Routing
Automated Scheduling
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
Budgeting/Forecasting
CRM
Call Center Management
Call Disposition
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scheduling
Call Scripting
Call Tagging
Call Tracking
Call Transcription
Call Transfer
Callback Scheduling
Campaign Management
Categorization/Grouping
Chat/Messaging
Chatbot
Collaboration Tools
Communication Management
Computer Telephony Integration
Contact Database
Contact Management
Contractor Management
Customer Database
Customer History
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Distribution Management
Drag & Drop
Email Alerts
Email Management
Employee Management
Employee Scheduling
Event Triggered Actions
FCC Compliance
FTC Compliance
Feedback Management
File Transfer
IVR / Voice Recognition
Inbound Call Center
Inbox Management
Knowledge Base Management
Labor Forecasting
Lead Distribution
List Management
Live Chat
Macros/Templated Responses
Manual Dialer
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multiple Parties
Multiple Scripts
Multiple User Accounts
Network Monitoring
On-Demand Recording
Outbound Call Center
Performance Management
Performance Metrics
Phone Key Input
Power Dialer
Predictive Dialer
Preview Dialer
Progressive Dialer
Quality Management
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Reporting
Real-Time Chat
Real-time Updates
Recording
Recruitment Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Request Assignment
Rules-Based Workflow
SMS Messaging
Scheduled Recording
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Shift Swapping
Skills Tracking
Social Media Integration
Speech-to-Text Analysis
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Telemarketing Management
Template Management
Text to Speech
Third Party Integrations
Time Off Management
Timesheet Management
Variable Workforce
Video Conferencing
Virtual Assistant
VoIP
VoIP Connection
Voice Customization
Voice Mail
Workflow Configuration
Workflow Management
Workforce Management
Visit WebsiteCompare App

Mobile apps

iOS App


0 reviews

NICE CXone Feature Reviews

25 reviewers had the following to say about NICE CXone's features:

Shawn K.

Great ACD System

2019-11-07

Consolidated reporting makes analytics for our multiple contact centers a breeze.

Pros

Consolidated media - contact center uses one single software for email, chat, voicemail, live calls, work tasks, and more.

Cons

The MAX UI uses "hover to expand" gestures that are sometimes difficult to use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Glad to hear you like the reporting features, Shawn. We'll share your feedback on MAX UI with our team.

Read more
Dan D.

Nice inContact Call Center

2018-08-03

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 enables multiple media types (voice, chat, email, SMS, etc.) to be managed under a single platform and seamlessly routed to agents.

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.

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Sara M.

Trained and implemented. Easy to use, hard to troubleshoot.

2017-10-11

Better reporting and easy to setup new users with different access.

Pros

I liked the visibility available in real time and the ease of pulling reports.

Cons

Putting in tickets was time consuming and hard to prove errors received.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
SHERYL W.

NICE is a great Support Tool

2020-05-19

Great experience overall as we are able to connect to our live chat; our emails as well as offer call backs all from the inContact client.

Pros

We love the integrations it provides and the additional customization we have in place for our 300+ agents

Cons

The reporting feature is not the best and we were not able to retrieve it ourselves for quite some time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Thank you for your feedback, Sheryl!

Read more
Somveer S.

Nice to use one of the best tools

2020-10-23

Very Nice tool to work with little improvements needed

Pros

Everything, real-time management, reporting, learning is very nice to use.

Cons

could be more user friendly with real time skilling, reports and integrations

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Thanks very much for your comments, Somveer.

Read more
Angela C.

inContact WFO Solutions

2016-11-18

inContact WFO Solutions provide end users with completely customizable products that allow you to accurately monitor the most essential parts of your business.

Pros

WFO Solutions that allow you to customize and automate a great deal of quantifying metrics. My WFO Products allow me to spend more of my time with my staff rather than coming over reports.

Cons

I wish there were more ad hoc reports and customizable reports associated to schedule adherence.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Joshua B.

From Rocky to Rockin'

2017-02-13

Updates made to the Knowledge Base and technological updates have all helped to make inContact something I gladly recommend.

Pros

Technical Account Manager's support has been excellent.

Cons

Their interface needs to be responsive/mobile-friendly and reporting could be a little easier to use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering NICE CXone

Pay for the monthly Technical Account Manager. It's $ well spent.

Source: Software Advice
Helpful?   Yes   No
Read more
Ben B.

Simple Omnichannel Platform

2019-09-20

They seamlessly switch between phone calls, chats, and emails.

Pros

Easy interface Multi tasking Chat, Email, Inbound and Outbound calls

Cons

Requires a softphone program in some cases

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


We are so happy to hear that our software is helping you and your team work seamlessly in multiple channels. Thank you for your feedback!

Read more
Alfred X.

Best in class service in encryption, audit and workforce management !

2020-11-25

It is a day to day use tool, which definitely has a lot to offer and has suffered close to nothing as downtime. The UI is great to use and has a great level of encryption and live tracking to offer.

Pros

- Has categorized view access based on hierarchy

Cons

- If the reporting and live statuses can be modified or manipulated by users to generate a specific report

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anne-Marie M.

NICE inContact Review

2020-03-25

Pros

Allows for multi-office and multi-practice use with different brands and providers.

Cons

Wish there was more real time analytics for users and admin through the Dashboard and user screen.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Thank you, Anne-Marie!

Read more
Anonymous
(Hospitality company, 51-200 employees)

Omnichannel, Multi-site, International Contact Center

2019-11-11

It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).

Pros

The tool gives us access to data both real-time and historical needed to make decisions and operate effectively.

Cons

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.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


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.

Read more
Mike L.

Its good - but maybe we are using it too much

2019-12-17

Pros

Search functionality Search reporting dynamics Form creation / management

Cons

Reporting Analytics are lacking Some form customization is lacking (especially when managing multiple forms) Ticket field list gets REALLY long - no way to curate

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Thank you, Mike! We'll share your comments with the appropriate teams.

Read more
rakesh m.

Perfect for IVR integration

2021-04-10

Overall this has been a pretty good software upgrade since it integrates with all the other NICE products and the support is amazing.

Pros

Its so much easy for the dev team to configure, integrate and customize the user experience.

Cons

It would be nice if there are some other features included in the price like SMS and chat.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ron W.

inContact Phone and Chat systems.

2019-09-17

The call system was great. The chat is garbage.

Pros

A WONDERFUL reporting system.

Cons

The chat system has had issue after issue.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

3/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Hi Ron, We're glad that you have had some positive experiences. We are working with our tech support staff to improve.

Read more
Anonymous
(Financial Services company, 11-50 employees)

Great call center technology

2018-07-12

Great call / inquiry management service.

Pros

The services include calls, emails and chat (at least that I've used).

Cons

There were some challenges with the initial setup but the support was awesome.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Kris L.

Good, Fast, Cheap: Pick two. Too bad they are not cheap.

2019-11-11

We started with a not-well maintained UCCX solution and liked how many of the add-on, third party features we desired would be included with CXone.

Pros

Includes dashboards, and basic reporting.

Cons

Outages. In the year we have had them, there have been at least three times we suffered a complete outage. We obtain a large portion of our revenue from customer calls and thus the outages had a major impact. We have also seen numerous smaller software issues that could have been prevented. Lastly our rate outbound is not amazing as they simply bill-through any incumbent carrier fees depending on where called.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Hi Kris, thank you for taking the time to review CXone. We will pass on your feedback to the appropriate teams

Read more
Brice K.

Great platform

2020-05-26

Great platform. Wish new features were communicated better.

Pros

Great API integration options and allows for great integration with internal systems.

Cons

Reporting could be more robust - the interface for custom reports in particular.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Thank you, Brice!

Read more
Margaret T.

Complex software that's easy to use

2019-12-30

This has been helpful to monitor day to day operations as well as long term changes.

Pros

The navigation dashboard is straightforward yet customizable. Pulling reports is easy.

Cons

Some difficulties with various browsers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Thank you, Margaret!

Read more
Dennis S.

Nice system to keep inContact with user base

2020-10-26

The support staff is very helpful and the recent updates have made it even easier to use and design.

Pros

The interface for designing call/chat flows works well and is nicely designed.

Cons

- No dashboard options for agents.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Derek C.

Growing Call Center Implementation

2019-11-05

The reporting and live call actions are very convenient and useful daily.

Pros

The best feature of our inContact system is the reporting and live tracking that I use daily.

Cons

There are some integration issues that we have run into.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Great feedback, Derek! We are happy to hear the reporting is helping you in your day-to-day work and with engaging your agents. We will pass along your feedback on integration issues to our development team. Thank you!

Read more
Wenda H.

Not a good partner

2019-12-17

Ineffective account management. Very little transparency in the sales process.

Pros

Suite of capabilities presented as part of software during sales process.

Cons

Make sure you understand what company is providing which software/service and where they are located. Analytics is not provided by inContact.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Lesley T.

Cannot handle high volume of calls.

2016-09-22

Pros

The best feature of this product is the customized dashboard for real time management and historical trends.

Cons

As a real time analyst, I need to see several different views at one glance to make efficient changes.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Likelihood to recommend

1/10

Recommendations to others considering NICE CXone

Look for a complete package -- don't mix and match. Purchase all options of the program for full support and enhancements down the road. Call client, workforce, employee engagement, customer service, sales, etc.

Source: Software Advice
Helpful?   Yes   No
Read more
David F.

Excellent Cloud Based Platform

2020-10-26

Pros

Ease of use, self service, intuitive software.

Cons

Several tickets submitted with a 'known issue' resolution but no update on estimated resolution time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Warren J.

Have been using NICE inContact since 2009

2020-06-25

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

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from NICE inContact


Thanks for your feedback, Warren!

Read more
Meredith P.

Up to date features

2020-12-01

Overall good experience

Pros

I like all the ways my call center can communicate with our patients, via chat, incoming calls etc.

Cons

reporting feature hard, can be costly to make script changes.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more