NICE CXone

4.2 (580)
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Cloud Contact Center Software

Overall rating

4.2 /5
(580)
Value for Money
4.0/5
Features
4.1/5
Ease of Use
4.2/5
Customer Support Software
4.0/5

82%
recommended this app
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580 Reviews

Ryan
Ryan
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Excellent VOIP Service

Reviewed on 19/05/2020

We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over...

We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.

Pros

I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.

Cons

The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.

Alternatives Considered

Five9

Reasons for Choosing NICE CXone

We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in

Switched From

Five9

Response from NICE

We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.

Travis
Travis
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Swiss Army Knife

Reviewed on 27/10/2020

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

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.

Alternatives Considered

Twilio

Reasons for Choosing NICE CXone

I needed HIPAA compliance and a 99.99% SLA.

Switched From

Twilio

Reasons for Switching to NICE CXone

It had all of the products ready to go for omnichannel.
Adam
Overall rating
  • Industry: Consumer Goods
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

I can't use this

Reviewed on 31/08/2023

I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business...

I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.

Pros

Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).

Cons

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.

Amy
Overall rating
  • Industry: Information Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Nonprofit that Highly Recommends NICE InContact

Reviewed on 24/08/2023

Overall, NICE InContact has been great in providing the technology infrastructure to run a...

Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center. The team offers high-level customer service and support.

Pros

The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.

Cons

Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix.

Kenneth
Overall rating
  • Industry: Financial Services Software
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

NICE for Me

Reviewed on 24/08/2023

I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no...

I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and understanding.This is what gives me a pleasure to know that I can expect when I interact with the resources.

Pros

I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service.

Cons

Not much, but I would like to see additional training on areas like Studio.

Nathalie
Overall rating
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Good dialer system for small businesses

Reviewed on 15/04/2024

Pros

I like that it handles both incoming and outgoing calls for us.

Cons

It's annoying when it crashes, but if it does- their support team helps you get back up and running.

Juliana
Overall rating
  • Industry: Utilities
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Excellent Product

Reviewed on 06/06/2024

Pros

QMA - is used daily and very user friendly, record keeping, reporting.

Cons

Sound Quality- not very good sound quality when conducting calibrations virtually or playing calls during meetings.

Mikko Jerome
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

NICE CXone Review

Reviewed on 28/12/2023

My overall experience with NICE CXone is superb and I will recommend it.

My overall experience with NICE CXone is superb and I will recommend it.

Pros

The tools and how easy it is to explore and identify the well-organized procedure.

Cons

Everything is good since it was easy to use.

Akhil
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Cxone Omnichannel

Reviewed on 02/02/2024

Best.I am working on Cxone since last 5years.every year ,they are enhancing their services and...

Best.I am working on Cxone since last 5years.every year ,they are enhancing their services and upgrading.

Pros

It is providing all services in a bundle at a plateform.

Cons

Dependcies on other vendor for new requirement.

Ryan
Overall rating
  • Industry: Insurance Software
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Nice CXone is the whole package.

Reviewed on 31/01/2024

Pros

Everything is integrated and intuitive to use and the support from the community and staff is incredible.

Cons

Quality Management had a bit of a learning curve,

Robin
Overall rating
  • Industry: Food Production
  • Company size: 51–200 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

Invoicing Problematic

Reviewed on 04/06/2024

Pros

Customer service does reach out, but requests not followed through on

Cons

That every single month I have to email for an invoice. I have asked numerous times to automatically send us invoices monthly. You take our money every month on autopay but always fail to email the invoices. I always have to reach out to you. We constantly have problems with the portal saving passwords and not allowing us to log on. Customer service alleges they have assisted and set us up, but next month I try and can't log in again.

Response from NICE

Thank you for being a NICE CXone customer. We are very sorry to hear you've had issues with billing. If you'd like additional help navigating this issue, please reach out the email address provided in our response. Thank you for providing feedback to help us serve you better!

jonnnylou
Overall rating
  • Industry: Automotive
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Nice CXone Review

Reviewed on 17/11/2023

Overall is goods since, I used this application in everyday work

Overall is goods since, I used this application in everyday work

Pros

You can manage your call using this application.

Cons

Maybe the design of the application, IT is old unlike in other

Adebayo
Overall rating
  • Industry: Insurance Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Nice is the way to go!

Reviewed on 07/06/2023

Awesome.

Awesome.

Pros

Everything about NICE is on point. The ease of use, the digital platforms, the reportings to name a few. The Engineers are also very good at handling requests.

Cons

The Community needs to update most of the requests and push some of the votes/requests to production.

Keith
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 501–1,000 Employees
  • Used Monthly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Manager

Reviewed on 24/08/2023

but overall been good

but overall been good

Pros

Easy of user in the browser.. Management is eay

Cons

The Browser interface does have some issue with the max agent

Vinit
Overall rating
  • Industry: Computer Software
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

The cloud-based customer experience tool NICE CXone offers a complete answer.

Reviewed on 27/02/2023

In general, NICE CXone is a strong and complete tool that helps companies of all kinds increase...

In general, NICE CXone is a strong and complete tool that helps companies of all kinds increase client engagement and satisfaction. Businesses seeking to offer a seamless and customised client experience should consider it because of its omnichannel routing, labour management, and data capabilities.

Pros

businesses aiming to raise client happiness and involvement. In order to provide a smooth user experience, this platform provides a broad variety of features, including digital navigation, labour management, analytics, and automation.

Cons

To enhance the customer experience, this data can be used to pinpoint problem areas and inform data-driven choices.

Alberth
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

The best phone support tool

Reviewed on 18/01/2023

Great, I've been using it since 2 years ago and never had an issue with it.Calls run flawless.QA...

Great, I've been using it since 2 years ago and never had an issue with it.Calls run flawless.QA scores and interactions are submitted on time and updated with no issue.Simply love it!

Pros

It is easy to use.Easy call handling and I have never had an issue with calls using Nice In contact.Call management and recording are the best.

Cons

It's interface is a bit odd, it can be improved.Sometimes calls are not being video recorded and that has slowed down the QA process.

Rob
Overall rating
  • Industry: Retail
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Incontact has features but requires commitment of time and learning

Reviewed on 05/11/2019

We had a VERY rocky start. I believe that most of the issues were with our implementation manager....

We had a VERY rocky start. I believe that most of the issues were with our implementation manager. I have mostly re-written and fixed the studio scripts and eliminated most of the routing issues. I do very much like the universal availability of Soft phone to be used from anywhere and that you can use it with most browsers and operating systems. The auto dialer is definitely the best program in the product. List penetration and reporting make it easy to reach more patients/clients with no lag/delay between reaching the person and speaking with them.

Pros

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.

Cons

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 was a very large increase in price. So we went with separate company for our QR needs. Turn around is very slow for add-ons and requested changes/features. I highly recommend a well versed main contact with knowledge in building programs, telephony/studio, and user access/security to be a go to person. This will save you time and money in the long run. A program that is always being tweaked requires several updates. The updates can take away from business and cause errors/issues for several users. I typically set my week aside whenever a new release is upcoming so that I can help troubleshoot.

Response from NICE

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.

Steven
Overall rating
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

Constant Service Issues, Terrible Customer Support

Reviewed on 13/10/2016

While we like the reporting system much better than our last system (though it does have a bit of a...

While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes.

The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault.

For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility.

The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help.

Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid.

The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service.

As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal.

Pros

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.

Cons

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

Shelli
Overall rating
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Review of NICE inContact May 2020

Reviewed on 20/05/2020

Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how...

Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how we can integrate with Salesforce and Service Now

Pros

Easy to get going in Studio and training for Agents to use MAX or the Salesforce AgentConsole. Basic scripting tasks are easy to do. Complex tasks have been achievable with the help of PSOD where most techs are amazingly helpful and brilliant! The help pages are ok, provide basic info.

Cons

1. API Documentation is terrible. Hitting F1 on a Studio action for an API returns 'file not found' - there is no documentation on the API. Going into the developer console and looking at the APIs, also lacking info. Date fields provide the ISO regulation, examples would be extremely helpful.
2. In Central, most of the UI is too small to see the full names. Sometimes hovering over each name shows the name, but when looking at a list of 20 per page of POCs or skills the name field is too short to show the full name. There is plenty of white space where the names could be given more spaces.
3. Reporting a defect to tech support (opening a case) requires three or four meetings where I share my screen and reproduce the error again and again. It would be nice if they could use the original video and data to investigate. If they need additional config info, it would be good to ask for it.
4. Reporting call quality issues also requires much going back and forth, even when I've provided data from a quality testing vendor (Spearline). Would be ideal to be able to work with inContact to create a streamlined process where I report the issue, backed with data, and inContact uses the data as leverage with the carrier as proof of quality issues.

Response from NICE

Shelli, thank you for your feedback. We want to help you with some of the issues you've outlined in your comments. Could you please reach out to us at corporatecommunications@niceincontact .com? Thank you.

Lindsay
Overall rating
  • Industry: Civic & Social Organization
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Overall a good product

Reviewed on 12/12/2019

Overall, I'm happy with InContact. The only thing I wish is that support was more helpful when it...

Overall, I'm happy with InContact. The only thing I wish is that support was more helpful when it comes to using the features, and why the glaring discrepancy in reporting numbers from 2 separate reports that seems like they should be reporting on the same metric. (See Cons response, above)

Aside from that issue, I've been very happy.

Pros

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.

Cons

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, the numbers were so very different. Skill Performance showed something like 80 abandons, which would be grossly high. Contact History showed something like 5 abandons. This number seemed low. I still don't know which, if either, report is correct and why they would be so different. I called for help and the representative couldn't really tell me why the difference of which was correct. So I went to my internal IT person, who also didn't know. So this is only one issue, but it is SO frustrating. I also cannot figure out how to find pre-que abandons and nobody has been able to help me with that either.

Response from NICE

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.

Alfred
Alfred
Overall rating
  • Industry: Computer & Network Security
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

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

Reviewed on 25/11/2020

It is a day to day use tool, which definitely has a lot to offer and has suffered close to nothing...

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

- Easy to access, the UI is simple and limitive.
- Has categorized view access based on hierarchy.
- Can easily manage each and every employee's skills and categorize properly.
- Is able to give live stats and reports 24x7.

Cons

- If the reporting and live statuses can be modified or manipulated by users to generate a specific report.
- More interactive dashboards that show filtered data for each element that could be important.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

User friendly support center platform

Reviewed on 03/06/2022

We've been using Nice CXone for last few years and the overall experience is generally positive....

We've been using Nice CXone for last few years and the overall experience is generally positive. The software contains all the support center functionality that you need and can be administered easily. The team likes to use the platform because it's straightforward and user friendly. We are happy with the choice

Pros

User intuitive application with easy navigation experience for both agents and administrators
Length and breadth of reports - inbuilt reports are mostly sufficient. It's easy to create your own custom reports and it does not require any special skill
Can be used for inbound and outbound calls
Call recordings can be easily saved on the cloud
Excellent integration capabilities, we've integrated with Salesforce with good results

Cons

Call clarity when you configure cell phone to receive calls
Long drawn process of procuring toll free numbers for some regions
Occasional connectivity issues, however it's a thing of past and lot more reliable now

Joan
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Excellent solution for client engagement

Reviewed on 11/01/2022

The experience with CXone to date has been amazing. Our team is really satisfied with the way it...

The experience with CXone to date has been amazing. Our team is really satisfied with the way it works, the opportunities of extended configuration it offers, and the visibility in reporting and dashboards, that they can now use to make better decisions. This is a must have for businesses with high call volumes.

Pros

Our experience has been amazing to date. Our team now have visibility of what each one is working on, the system automation has helped them be far more efficient, and the client experience has been enhanced because of it.

Cons

We don't have negative feedback on CXone to date. Our call center didn't have a tool like this when they first started, and even the more experienced members of the team feel we've gone from 0 to 60 with this implementation.

Jenny Naja
Jenny Naja
Overall rating
  • Industry: Health, Wellness & Fitness
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

InContact

Reviewed on 20/09/2019

InContact helped us to improve reporting in the call center and data-driven decision making.

InContact helped us to improve reporting in the call center and data-driven decision making.

Pros

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.

Cons

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.

Response from NICE

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.

Mhatz
Overall rating
  • Industry: Financial Services Software
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

NICE in Contact a friendly user communication tool

Reviewed on 23/10/2020

I use NICE in contact to receive calls from our client. I can say that the software is reliable and...

I use NICE in contact to receive calls from our client. I can say that the software is reliable and very easy to use. I can hear my clients clearly and I can easily check our queue as well using the dashboard. We also use NICE to listen the recordings so I really love it.

Pros

What I like most about the software is that it is very accessible since there is no software that needs to be installed. Nice in Contact is accessible through a browser so no need to worry for installation. It is also compatible for any kind of headset. I can also pull up the reports I needed. I can also listen to my team's call recording.

Cons

Maybe if the MAX became idle, it automatically disconnect to agent leg and you need to log-out and log back in for you to reconnect.

Response from NICE

Mhatz, we appreciate you sharing your experience. Thanks!