NICE CXone (formerly NICE inContact)
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Top Rated
751 Ratings
Watch Demo
When I Work
52 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
751 Ratings
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Score 8.4 out of 100

Based on 751 reviews and ratings

Watch Demo

When I Work

52 Ratings
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Score 8.8 out of 100

Based on 52 reviews and ratings

Feature Set Ratings

    Contact Center Software

    8.3

    NICE CXone (formerly NICE inContact)

    83%

    When I Work

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features

    Agent dashboard

    8.4
    84%
    507 Ratings
    N/A
    0 Ratings

    Validate callers

    8.5
    85%
    432 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    448 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.5
    85%
    405 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.7
    87%
    367 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.7
    87%
    480 Ratings
    N/A
    0 Ratings

    Predictive dialing

    7.8
    78%
    294 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.2
    82%
    338 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    270 Ratings
    N/A
    0 Ratings

    Call scripts

    8.1
    81%
    285 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    460 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    325 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.2
    82%
    329 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    NICE CXone (formerly NICE inContact)

    85%

    When I Work

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features

    Inbound call routing

    8.5
    85%
    465 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.4
    84%
    336 Ratings
    N/A
    0 Ratings

    Recording

    8.6
    86%
    448 Ratings
    N/A
    0 Ratings

    Quality management

    8.6
    86%
    435 Ratings
    N/A
    0 Ratings

    Call analytics

    8.5
    85%
    441 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.4
    84%
    433 Ratings
    N/A
    0 Ratings

    Live reporting

    8.5
    85%
    418 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.3
    83%
    271 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.3
    83%
    284 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • NICE CXone (formerly NICE inContact) is rated higher in 1 area: Implementation Rating
    • When I Work is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    8.4

    NICE CXone (formerly NICE inContact)

    84%
    543 Ratings
    9.0

    When I Work

    90%
    24 Ratings

    Likelihood to Renew

    6.9

    NICE CXone (formerly NICE inContact)

    69%
    21 Ratings
    10.0

    When I Work

    100%
    1 Rating

    Usability

    8.6

    NICE CXone (formerly NICE inContact)

    86%
    529 Ratings
    9.0

    When I Work

    90%
    1 Rating

    Availability

    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings

    When I Work

    N/A
    0 Ratings

    Performance

    8.2

    NICE CXone (formerly NICE inContact)

    82%
    7 Ratings

    When I Work

    N/A
    0 Ratings

    Support Rating

    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings
    8.7

    When I Work

    87%
    37 Ratings

    In-Person Training

    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings

    When I Work

    N/A
    0 Ratings

    Online Training

    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings

    When I Work

    N/A
    0 Ratings

    Implementation Rating

    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings
    8.0

    When I Work

    80%
    2 Ratings

    Product Scalability

    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings

    When I Work

    N/A
    0 Ratings

    Likelihood to Recommend

    NICE CXone (formerly NICE inContact)

    Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 543 answers on this topic

    When I Work

    I recommend When I Work to those companies that are looking for a way to manage work schedules and want to increase the productivity of all employees. This is an important platform that would bring excellent results to small, medium and large companies. This is a constant monitoring system which allows employees to complete their tasks in the indicated time, When I Work sends automated alerts when an employee is not complying with their tasks and this allows us to know exactly the productivity we are having in each one of the sectors. It is an excellent platform for planning and administration of working hours, it has a very easy-to-use UI that allows schedules to be easily managed. Without a doubt, When I Work would be a perfect implementation for any sector or company, since it has a lot of potential to collect exact data on compliance with working hours.

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    Sasha Brito | TrustRadius Reviewer
    Sasha Brito
    View all 24 answers on this topic

    Pros

    NICE CXone (formerly NICE inContact)

    • Made work from home easy - We just have to login and start calling - No landlines.
    • Easy to extract daily, monthly reports from NICE [CXone] web app.
    • Easy to monitor agents online - who is logged in and who is not.
    • Fast and reliable - Just need internet.

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    Charanjeet Singh | TrustRadius Reviewer
    Charanjeet Singh
    View all 543 answers on this topic

    When I Work

    • When I Work allowed me to color-code each employee's schedule.
    • When I Work allowed me to show who was "off" during what time of day. This was essential for morale, as our event included 16-18 hour days, and I wanted to show that everyone had down time each day.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 24 answers on this topic

    Cons

    NICE CXone (formerly NICE inContact)

    • Occasionally the server will disconnect and we lose phone functionality.
    • Calls get "stuck" in the queue when they don't exist.
    • Can't remove commitments very easily when they are made.
    • Kicks you out after 2 hours. Making it annoying how you have to log back in.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 543 answers on this topic

    When I Work

    • You cannot view inactive employees on the app.
    • When pulling up the schedule on the app, it defaults to Tuesday when the screen is done loading.
    • If you pull up an individual's schedule it removes your default settings. For example, I have mine set to just my store, but if I need to see an employee's schedule it resets those defaults. You're always looking at the last schedule you pulled up.

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    Jayelynn Willman | TrustRadius Reviewer
    Jayelynn Willman
    View all 24 answers on this topic

    Pricing Details

    NICE CXone (formerly NICE inContact)

    General

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

    Starting Price

    —

    NICE CXone (formerly NICE inContact) Editions & Modules

    —
    Additional Pricing Details
    —

    When I Work

    General

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

    Starting Price

    $4 per month per user

    When I Work Editions & Modules

    Edition
    Essentials$41
    Advanced$61
    Complete$81
    1. per month per user
    Additional Pricing Details
    —

    Likelihood to Renew

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.9
    Based on 21 answers
    Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.

    Read full review

    Vinicius Leite | TrustRadius Reviewer
    Vinicius Leite
    View all 21 answers on this topic

    When I Work

    When I Work 10.0
    Based on 1 answer
    It's a powerful tool for employee management and intuitive to use.

    Read full review

    AK Cyrway | TrustRadius Reviewer
    AK Cyrway
    View all 1 answers on this topic

    Usability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.6
    Based on 529 answers
    If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 529 answers on this topic

    When I Work

    When I Work 9.0
    Based on 1 answer
    While it's one of the better apps, my only complaint is the icon layout of the dash; mouseover sometimes doesn't work for my system.

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    AK Cyrway | TrustRadius Reviewer
    AK Cyrway
    View all 1 answers on this topic

    Reliability and Availability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 5.7
    Based on 7 answers
    NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 7 answers on this topic

    When I Work

    No score
    No answers yet
    No answers on this topic

    Performance

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.2
    Based on 7 answers
    NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 7 answers on this topic

    When I Work

    No score
    No answers yet
    No answers on this topic

    Support Rating

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.4
    Based on 6 answers
    inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.

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    Kevin Lintner | TrustRadius Reviewer
    Kevin Lintner
    View all 6 answers on this topic

    When I Work

    When I Work 8.7
    Based on 37 answers
    Every time I contact When I Work staff with an issue, someone is there with a quick solution to my problem. I love the chat feature. I can continue to work on other things while the When I Work representative assists me.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 37 answers on this topic

    In-Person Training

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.1
    Based on 4 answers
    It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    When I Work

    No score
    No answers yet
    No answers on this topic

    Online Training

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.9
    Based on 5 answers
    I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.

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    Dailson Laurentino | TrustRadius Reviewer
    Dailson Laurentino
    View all 5 answers on this topic

    When I Work

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.1
    Based on 9 answers
    In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.

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    Dailson Laurentino | TrustRadius Reviewer
    Dailson Laurentino
    View all 9 answers on this topic

    When I Work

    When I Work 8.0
    Based on 2 answers
    Make certain your team knows how to turn off alerts and utilise the system.

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    AK Cyrway | TrustRadius Reviewer
    AK Cyrway
    View all 2 answers on this topic

    Alternatives Considered

    NICE CXone (formerly NICE inContact)

    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 543 answers on this topic

    When I Work

    When I Work seemed a bit easier to implement for our team and employees. When I Work had all the things we needed without a lot of the bells and whistles that we wouldn't really utilize. When I Work was also a bit more affordable for our budget. Overall, it was the better choice.

    Read full review

    Emily Hammell | TrustRadius Reviewer
    Emily Hammell
    View all 24 answers on this topic

    Scalability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.5
    Based on 7 answers
    As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.

    Read full review

    Vinicius Leite | TrustRadius Reviewer
    Vinicius Leite
    View all 7 answers on this topic

    When I Work

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    NICE CXone (formerly NICE inContact)

    • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
    • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
    • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.

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    Gordon Ng | TrustRadius Reviewer
    Gordon Ng
    View all 543 answers on this topic

    When I Work

    • Has cut down on the time I spend scheduling.
    • Makes estimating payroll simple.
    • Is convenient for staff to use because they can utilize it on their own device.
    • Allows for messaging as well, which helps get the word out about numerous things, not just scheduling issues.

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    Amy Morgeson | TrustRadius Reviewer
    Amy Morgeson
    View all 24 answers on this topic

    Screenshots

    When I Work

    —

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