What users are saying about
27 Ratings
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Score 7.8 out of 101

Likelihood to Recommend

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.
Hans Hong profile photo

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.3
Agent dashboard
NICE inContact CXone
8.5
Validate callers
NICE inContact CXone
7.6
Outbound response
NICE inContact CXone
7.3
Call forwarding
NICE inContact CXone
9.0
Click-to-call (CTC)
NICE inContact CXone
7.0
Warm transfer
NICE inContact CXone
9.0
Predictive dialing
NICE inContact CXone
6.5
Interactive voice response
NICE inContact CXone
9.5
REST APIs
NICE inContact CXone
9.5
Call scripts
NICE inContact CXone
8.5
Call tracking
NICE inContact CXone
9.0
Multichannel integration
NICE inContact CXone
7.5
CRM software integration
NICE inContact CXone
9.0

Workforce Optimization (WFO)

NICE inContact CXone
7.8
Inbound call routing
NICE inContact CXone
9.0
Omnichannel inbound routing
NICE inContact CXone
8.3
Recording
NICE inContact CXone
7.1
Quality management
NICE inContact CXone
6.6
Call analytics
NICE inContact CXone
7.5
Historical reporting
NICE inContact CXone
7.5
Live reporting
NICE inContact CXone
7.3
Customer surveys
NICE inContact CXone
9.0
Customer interaction analytics
NICE inContact CXone
7.5

Pros

NICE inContact CXone

  • Attensity is able to get very precise with sentiment and can be tuned, which is important.
  • The theme discovery is very helpful for getting detailed insights. The "triples" help with understanding relationships.
  • The pricing structure is reasonable and easier to understand than other vendors.
No photo available

Cons

NICE inContact CXone

  • At times, it feels the software is running a bit slow. While it can depend on a lot of things, there are ways this can be solved.
  • AI chatbots are not as good as they should be.
  • Support for agent profiles or templates that can applied to any new and existing agents.
  • UI/UX controls doesn't look modern.
Bhargav Nanekalva profile photo

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract
No photo available

Usability

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Support

NICE inContact CXone

NICE inContact CXone 8.0
Based on 2 answers
Customer service, for the most part, has been pretty helpful, but occasionally they jump to conclusions without letting you finish.
No photo available

Implementation

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce profile photo

Alternatives Considered

NICE inContact CXone

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
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Return on Investment

NICE inContact CXone

  • It has improved call times and interactions over just a standard calling system.
  • During peak season, it has hindered our calls by freezing or crashing due to the volume. This costs us business from customers who do not call back, and we are unable to call back since the system crashed and we lost the call history (unless it is a supervisor).
Josh kimball profile photo

Pricing Details

NICE inContact CXone

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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