NICE CXone Reviews

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience. Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.

There are couple of features that might need some improvement like the reporting functionality and generating reports. It would be nice if there are some other features included in the price like SMS and chat.

I love the IVR system that they have. It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.

The call quality is high but if you have headsets that aren't very good it can create issues with audio.

Thanks for your review, Ashton! Glad to know about your experience!

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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I really liked the feature where we can find our call recordings and timestamps of our activities throughout our shift. It helps agents to keep track of their individual schedules.

It's the call toggling for me. Since all agents are queued according to who was available first, agents can toggle to have their queue go down and be at the bottom.

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.

Multiple API's for SalesForce integration, data export, you name it. Phone system works great with good call audio. Caring Customer Support team that is knowledgeable and quick to take care of you. A WONDERFUL reporting system. You can create custom reports or use their canned reports which have almost all of the information you could ask for. Their TAMS are great to work with.

The chat system has had issue after issue. It has only recently started working correctly and our contract is almost up. Tech support is one of the worst I've dealt with. They are uncaring/unsympathetic. They are quick to point the finger elsewhere rather than address the actual issue and help get it resolved.

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

What I enjoy most about Nice is that it's pretty easy to use. The distributing feature for multiple agents to use the software handling each call is unbelievable.

The biggest challenge I've faced is setting up a new profile w/dashboard etc. After over and hour we were able to have it set up.

We enjoy the multiple features available with CXOne, such as the forecasting tool, MAX agent.

The thing we like least about the software is the ability to update on a mass scale. Most areas are on a one agent edit scale. Would be beneficial for example if break schedules could be edited on a weekly level view instead of by day.

Thanks for the review Leonard! We'll pass your feedback on to our team.

Ease of sales and installation Linkage to SalesForce

Inconsistent support and follow up: I wish my support technical account manager would be more informative of turnaround timeframes to manage our expectations.

Hi Ruth, Thank you for your review. We will share your feedback on your experience with our leaders.

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.

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.

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.

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.

Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization.

For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way...

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It is so easy to set up new users, make adjustments to hours of operations, add users to skills, change proficiency, and access call recordings. The reporting capabilities are endless. The support site is very helpful and provides a resource to find solutions in lieu of calling the support center. When I need to contact the support center, all calls are answered quickly and are almost always resolved during the first call.

The integrated softphone does not have an option to ring through the computer speakers. Unless you have a wireless headset, you cannot hear the phone ringing if you are just a few feet away from your desk.

Thanks for the detailed review, Dana.

The InContact platform is very reliable, customization, and can integrate with other services and CRMs like Salesforce. Besides the main ACD functionality, the platform incorporates options for real-time and historical reporting, integrated softphone options, and reporting tools for data and QM.

Sometimes updates to the platform can cause minor glitches which are usually fixed by the next software release or major issues are addressed immediately. I would just suggest spending more time testing for glitches, prior to deploying updates.

Thanks very much, Roy! We'll pass your feedback on to the appropriate teams for consideration.

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.

Ease of call routing Capacity and Capability are endless

Not intuitive/need support if IT support is not on site

Thanks for your feedback, Eileen. We'll pass your comments on to our product team.

NICE CXone helps us run our call center daily, reduce work, and increase capacity. User-friendly interface with everything displayed. Understanding our team members call productivity is critical, and I appreciate customizing tools to my preferences in the most efficient way possible. I like that NICE CXone stores calls in the cloud and offers various ways to quickly access and track calls, and NICE CXone dashboards provide fine detail, which I enjoy. I love the click-to-call feature.

Not much, since NICE CXone is accurate and the user should have enough training to use it successfully, however, I sometimes find it challenging to set up all the tools on the watch page, which I understand, but I don't need it because I need to keep track of so many teams.

They have a solution for pretty much have a solution for any task or initiative you have in your contact center. You don't need to purchase every tool; you can purchase only what you need. Their engineers and technical manager are good at what they do and have helped us design solutions for a variety of challenges.

If you are new to cloud technology for contact centers there is a lot to catch up on. You will have to do some studying and training. Most of these tools are easy to use, but in some cases you need time to get used to using the technology. You need to ask a lot of questions and make sure your technical account managers fully understand your business so they can partner with you on designing tools and solutions that work for you.

The ability to work remotely from home, which allows greater flexibility for both the company and employees, as well as the ease of use of the system in learning to handle different contacts - emails/chats/phone calls. This is a simple and fairly straightforward system for a new user to learn, and allows users the ability to be more efficient in their work.

The occasional system glitches which leaves users "stuck" in after call wrap or inability to change codes; when this happens, an Administrator has to force log the user out of the system to allow the system to refresh and the user to log back in to continue their work. While these glitches are much less frequent than they used to be, it still is an ongoing platform issue.

Thank you for the feedback. We are happy to hear that our software makes remote work straightforward and efficient. We are always striving to make improvements and our teams are working through software glitch issues.

I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business.

I'd love to be able to house our communications with agents in the software.

Hello and thank you for taking time to post your review and for sharing the good results you are getting to support your business goals. We¿ll pass your suggestion along to our product development team. You may also want to check out a new feature in our Customer Community to submit product ideas that the entire community can vote on. We now have over 850 customers involved. If you haven't joined, you'll want to get started. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at community@niceincontact.com. Again, thank you for taking the time to give us your feedback. We look forward to innovating together!

At the start of the COVID-19 pandemic, the inContact CxOne software allowed us to quickly maneuver our agents (who normally work onsite at one of our contact centers locations) to taking calls remotely from home. We experienced very little downtime which is important since we are an essential business. Although we are not a new customer, this very event proves we made the right choice years ago. Thank you, NICE inContact!

For someone like me with very little experience, it took some time to understand the workings of the software. And especially with Studio scripting. I am in a better place now with having a dedicated TAM and Professional Services on Demand for assistance!

Thanks for your excellent review, LB!

This software is easy to use and straightforward. The way our IT department has it set up is with a extension/addon/plugin that makes it available from within Salesforce. This is great because it means we do not have to switch to another tab or window in order to control the call (i.e hold, answer, hang up, and transfer.) which means less hassle and we are able to help customers much more efficiently.

There is this strange issue were my inContact window would give alerts about being disconnected from the internet. I sent it to IT who were unable to resolve it and they received word back from inContact that it was not there issue either so it still happens to this day. This was not a huge issue until a recent update removed the OKAY button from these alerts so now I cannot dismiss them and have to wait for them to disappear on their own. This usually only takes under a minute. However while it is on the screen I am unable to do anything in my call which is frustrating.

The CXone platform provides us with everything we need to manage our Patient Support Center

If there was one improvement I would suggest, it would be with their Real Time Dashboards.

Thanks for a great review, Joe!