NICE CXone Pricing

The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.

The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting...

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The implementation process was simple. Their data collection workbook is designed in a way the data requirements is mapped in a way that avoid the most common issues in implementations. Of course, there are always hiccups, but the Team was always ready to assist. We are a SMB and the executives assigned to us were actually from AnswerX, which was previously acquired by InContact. That required an additional cost, but offered closer guidance.

Modifying scripts and workflows in the IVR is doable, but most of the times they expect you to request assistance and get the Executive working on it. Other IVRs make it more intuitive and visually appaeling for the clients to manage themselves.

Thank you so much for the review and productive feedback! We are glad we were able to help you improve upon reporting but are always looking to do better. We will pass along your commentary regarding the IVRs to our team.

The available features are great. Hands down, the best auto dialer I have experienced but the set up and testing will take several weeks to tweak to your preference. Logging in from anywhere is very beneficial. Always updated to make the product new and innovative. All-in-one products available. One stop shop for QR, WFM, softphone and Forecasting. Although the program requires a lot of troubleshooting and upkeep, I will admit that it does not go all the way down very often.

Implementation fees for anything you want to do. For something as simple as SMS response to advance chat. There are costs and fees for everything down to the nickel and dime. This caused us to develop our own server to store calls (due to storage costs), our QR program is 3rd party and our chat program now. We started with Uptivity which is being discontinued 12/31/2019. The new program they suggested...

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Thank you for the detailed review, Rob! We are always striving to improve and will make sure to pass along your comments to our development team. We are happy to hear the auto dialer is working well.

Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging. There are so many functions and options that we haven't tapped into yet or been able to use.

There's little customization with the agent interface, agents do not have access to the dashboard. The customer service at NICE/InContact has taken a major dip in responsiveness and assistance to their customers since they've made some management changes. All the help you could get before is now referred to a professional team that comes with a cost. They definitely don't make you feel like a valued customer.

Thank you Dawn! We are always striving to learn and do better and will pass along your comments to the appropriate teams.

The best feature of our inContact system is the reporting and live tracking that I use daily. The dashboard provides a lot of customizable information that allows us to track all of our employees. One of these dashboard items is the Agent List that allows us to actively listen to calls, coach, or take over calls as they are happening. This is a very useful feature for a growing call center that is training new employees.

There are some integration issues that we have run into. They are relatively easy fixes when they do happen but it is a persistent issue that we have run into.

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!

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

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.

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 corporatecommunications@niceincontact.com. Thanks so much for your feedback.

It's relatively simple to train my staff on how to use it. Most features are user friendly. The layout looks good and is functional. it's reliable and consistent. I cannot recall the software crashing or having issues that impacted our ability to help clients at any time. This is a lot more than I can say for other software programs we use. I feel like I'm kept informed of upcoming maintenance or issues and expected resolution time frames.

When I think about what I dislike about InContact, only one thing comes to mind. I have tried to find a way to pull an accurate report on abandoned calls. There used to be an abandon rate compliance report, but that is gone. So, I used the Skill Performance report. But the numbers seemed wrong. So I pull Contact History, and select for abandons to show. And on the particular dates I was looking at,...

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Thank you Lindsay. We're glad to hear about your positive experiences as well as your challenges with reporting. We will pass your comments along to the support team.

Reports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.

- Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services

NICE CXone has been an invaluable asset to our business. It is a powerful, all-in-one contact center solution that has streamlined our customer service operations and allowed us to provide superior service to our customers. The features are highly customizable and the user-friendly dashboard makes it easy to manage and monitor our customer service performance.

The only downside to NICE CXone is that the initial setup and implementation can be complicated and time-consuming. The software is also quite expensive when compared to other similar solutions on the market.

I am very impressed by the all-in-one service that NICE CXone offers. It has an efficient and easy-to-use user interface, and provides a comprehensive set of features for contact centers. It is also well-integrated with popular CRM and helpdesk software, which makes it convenient to manage customer interactions.

The only issue I have faced with NICE CXone is that it is not the most cost-effective solution. However, considering the features it offers, it is worth the price.

I really like the option to I can change the IVR on the fly which is important with our software if it goes down we can notify the customer very quickly which helps drive calls down. I also like the reporting that it can produce.

I think as a company they should give each of their customer 2 hours of technical time because I would like to switch up my IVR but there are some situations where it to technical for me. Also it is expensive for smaller companies to get all the option the InContact brings.

David, thanks so much for your feedback. We encourage you to provide these suggestions on our customer community portal. They will be taken into consideration if other customers have a similar need as yours.

We like it because it's solid VoIP product that uses a low bandwidth codec, without sacrificing quality.

A few of the settings aren't advertised that they're only configurable on the server-side. For example, the Auto-Answer doesn't always stick when the agent changes the setting themselves. We have to engage inContact's customer support to make that change on the Server config settings. That's annoying.

Erik, we appreciate the specific feedback. We will pass it on to the our product teams. Thank you for the review.

1. Up-time, 2. Usability and 3. Cost.

Reporting! It feels like we took 2 steps backwards with the reporting suite that IC offers. We primarily used inTouch reporting/dashboards (instead of IC Central reporting) until it stopped working (end of life), and there isn't anything comparable within IC's reporting tools that comes close to replacing inTouch reports.

Dolores, we value your feedback about reporting. Thanks for the positive review and we'll be sure to share your comments with the appropriate teams.

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

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.

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.

Agents are able to work remotely and the IVRs work as intended.

There are some bugs with routing and call wrap-up. The support offered by NICE is not good. It can takes weeks for NICE to contact you about trouble tickets you opened. The are understaffed and it doesn't seem that they are taken the necessary hiring actions to take control of this.

Thank you, Jace. We'll pass your comments on to the product team.

We use this to record all of our contact center calls. I also use this to run reports and look for trends. The analytics piece can be a helpful tool in identifying these trends.

This system is not user friendly. If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do. Also, the KPIs could be a useful tool but are very confusing. It is also really expensive.

Hello JaLisa, Thank you for your comments. We're glad that the capabilities for real-time analytics and reports have been useful in helping identify trends for your contact center. You may also want to check out a new feature in our Customer Community that lets you submit product ideas that the entire community can vote on. We now have over 1,000 customers involved. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. If you need additional assistance with the registration, please email us at community@niceincontact.com. Again, thank you for providing your feedback. We look forward to innovating together!

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

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

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.

Rock solid infrastructure and up-time delivery. Robust feature set with endless customization options. Seamless scalability both up and down in the cloud. Speed of implementation. Community driven learning centers. Overall flexibility of the platform. Full redundancy to ensure no call drops even during outages and upgrades. No in-house experts or external consultants required for administration. Free updates and upgrades. APIs for everything!

Upfront costs for implementation. Not the cheapest solution. No premise offering or solution. Options can be overwhelming.

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)

When system is down, missed calls are lost System support can be slow at times Reporting capabilities could be expanded (improved dashboards)

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

Requires a softphone program in some cases

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!

The product and interfaces are easy to use and understand. The amount of options and tasks that can be done are vast and it allows for major changes to made quickly. It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.

With so many closely tied systems and being cloud based it can be very difficult when there are outages or issues. It isn't as simple as restarting the servers and getting back online. At times outages can be vast and occur for quite some time as the right parties are engaged to resolve the issues.

This CCaaS solution is as easy to use as it gets to create seamless, end to end omni-channel customer experiences. You get one record for all customer interactions which makes reporting easy. Can eliminate all complex integrations across platforms and have all capabilities in one place. No need to ever worry about an upgrade again!

The call routing programming can be made easier and not a punch out to another local piece of software.

Tons of features, web-based agent software. Includes dashboards, and basic reporting.

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.

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

Easy scripting and functionality built in and easy to change in the event the business changes. To Administer the inContact platform you must have IT and Telephony experience. The system is designed to put more control directly in the hands of the Managers and Supervisors. With very little training the Management staff can manage the business and get detailed reports in a matter of minutes.

No cons were added to this review