NICE CXone (formerly NICE inContact)

We use Nice CXone for our inbound and outbound calls. Before, we used Cisco Finesse is our tool, but then our client decided to use the NICE CXone. I was surprised because NICE CXone was already out or being used by another company I thought it was just a new tool. And now I can say that NICE CXone is better than other tool, less hassle, and it's not hard to use the tool.

Since I'm one of the Sales Employees, it's important on my end to use Nice CXone.I can assist my clients concerns and I can provide better service to satisfy my client as well. I recommend this tool and I have been using Nice CXone for more than 1 year already and it helps our account/company increase their revenue even in the future.

We use Nice inContact as the tool for incoming calls and outgoing calls. Nice inContact is a very important tool for us because here we can address customers' concerns and so we can provide better service and satisfy their needs using this Nice inContact. For me, it is very useful.

Nice inContact provides quality calls. This means this provides and attracts customers. The admins can easily determine the quality of the call because of its nice features such as the quality of the call, the line is very clear and you can easily determine the concern of the caller because of its high-quality sound.

I am currently a user of Nice CXone and I would say that all throughout we've used the system, it helped us a lot to call our clients without any interruptions. We were able to be as productive as we can by using Nice CXone. Its interface is simpler than any other tools that we've used.

Since we were given the capabilities to customize our software according to our business, we are taking advantage of using Nice CXone. It is much easier to know the agents inside of the organization. We were able to transfer calls that were misrouted to us to the right department specifically. Also, it's fun because we can change and customize its interface.

As a group sales coordinator, we need to have reliable software to use for doing outbound calls. And our company did a great job in choosing Nice CXone as the main software for auto-dialing. We are very satisfied with this product because it helps us to do our job easily and effectively.

Honestly, I will leave it with the other reviewers. I am just a regular employee taking in calls and receiving calls. That's the job of analysts, QA, and team leads.

We use Nice to take and receive calls from our clients. It helps us meet or increase our monthly sales targets by being able to get as many requests as possible and by calling our clients to follow up on their requests to make sure that we close the deal

We have different lines of business in our company that is why we need to ensure that our clients are routed to the correct department depending on what is the reason for their calls. With this being said, our workforce team has created different skills for different departments to avoid misrouted calls and this has worked well so far

It's being used to log in where we are at work. It's nice because we know whether employees are working after they clock in. It's used for everyone except leads and managers. Sometimes employees clock in but don't start working and this helps address those problems. For us, that's really important because we have a lot of employees who work from home.

NICE CXone is the best auto-dialer you can use for the business! I highly recommend you use it for doing follow-ups, scheduling follow-ups, and recording inbound or outbound calls. It is very efficient and easy to operate and not only that. You can actually modify the theme of your choice!

If you want to offer customers great phone support, you'll need effective call center software that allows your service team to do their best work. And I am confident to recommend NICE CXone as your main software for inbound and outbound calls. Worth your penny! Believe me cus I'm using it every day.

Excellent communication tools with end users where we can support them with a phone call or chat with an excellent interface and added templates which can be modified.

Was not an Admin or manager for the product

I've been using Nice CXone for two years now and I don't have any problem with it. We use it for doing follow-ups and inbound calls. Our company is a travel expert who helps different hotel chains and local airlines. All in all, Nice CXone is a go-to software for all business owners.

I am not using it for now since I am an agent not in a work force or QA position

Having recently moved to Nice in Contact, I am happy to say that it has met all of our needs for Inbound, Outbound Voice, Web Chat, and Email. Our Agents found it very simple and it has a user friendly interface that doesn't require much training to use.

We implemented a after call survey that can be reported on almost live (few seconds) has been a great help to understanding member sentiment.

NICE CXone is a system that I (and my coworkers) use for making calls in MAX for reaching out to our prospective donors for a variety of different fundraising campaigns. I find that the way MAX displays names during the dial-out process for outbound calling is quite brilliant, as it allows me to become familiar with the donors and allows me time to practice pronouncing their names before they pick up the phone.

I find that the customizability lends a large helping hand in the aspects of being able to toggle different client calling campaigns on the fly. This way, if my superior requests that I have my call queue switched, I can change it if necessary. This saves a lot of time on the floor, as this was once a role that technicians in the background would need to change but is now in the hands of the individual agent.

NICE CXone is a time tracking factor for our organization, to know when we clock in and out. If we do not keep track of our timesheets it will not be accurate when it is time to turn them in for payroll. I actually love the fact that they use this product because I am not trying to write my time on paper it's nice to have it kept in one place.

We don't really use the call app in this position that I am in the company. In the position that I am in we do more the background work trying to find information. We may receive some calls in the future but as of now I have not had the opportunity to use that part of the app.

It's supposed to be this all-encompassing product that replaced our other system. We use this every day to receive and make calls to assist our customers with breakdown emergencies.

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NICE CXOne is easy to figure out, the interface is friendly and easy to understand and it's also very simple, I love the fact it shows the exact number of calls that are waiting to be attended in the Queue. There are also many useful tools that this marvelous software brings to us for tracking calls, chats, and any other form of contact.

It's easy to personalize our call scripts for every campaign we handle. Since we handle a lot of accounts we have the need to customize opening call scripts or chats this has not been an inconvenience since is easy to set up using this software; our clients are happy and we are happy to use NICE CXOne.

NICE CXone (formerly NICE inContact) is being used throughout the organization as the telephone service, snack breaks, monitoring calls, and work schedules. We started using it about 1 month ago. NICE CXone (formerly NICE inContact) replaced other tools we used, such as aspect softphone, verisys, and Avaya.

I'm not as knowledgeable about reporting, only my superiors, but they reported that it's simple to extract team results and unify them.

NICE CXOne is used primarily in our customer success center for tracking inbound support requests from our user community. It is the single platform for omnichannel interactions. We use its reporting functionality to train and mentor support associates using the call recording features. Also, use it to track service level metrics.

We have not utilized the personalized call scripts. We have used the customized reporting functionality extensively to create reporting for our specific needs. I have found the reporting to be moderately difficult to work with but with the assistance of our super-users, have been able to get what I need. There has not been the desired piece of reportable data that I have not been able to track.

I currently use NICE [CXone] to manage the Sales Team that I'm managing. I pull up my dashboard on a daily basis to monitor their productivity, to barge and listen to their calls every now and then, and I pull up historical reports and recordings as part of 1:1 coaching conversations.

I like the real-time dashboard, seeing the activities of my team. That is our basis for their daily attendance and their dials and talk time as part of the outbound sales team. I set certain threshold/parameters for each disposition that I set for them as my guide to ensure that we're maximizing their productivity.

We use NICE CXone for our call center solutions provider. They provide us with solutions for call routing, handling, monitoring, and evaluation. Their products help us monitor everything from how many calls are currently [held] to how representatives in the call center are performing. Their products provide insights into key metrics to identify issues so we can resolve them.

Our organization has made great use of the customization features of NICE CXone. For instance, we use their IVR technology to greet callers according to which retirement plan or client they are calling about. We've also built our dashboards and skillsets (call routing queues) to fit our business needs. The customizability of CXone's product makes it stand out from any of the other cookie-cutter products out there.

It's being used for almost all the organizations to receive calls, chats, and emails. In my department, for example, is used to attend the person request through chat, email, and phone call. We provide IT support to all our company's employees and have not received any complaints about how the InContact works.

The IT department has created different tasks so the technician can be able to receive contacts and manage them. Also has implement scripts for the chat where it is easy for us to introduce our department and ask for the issue description so we can have a resolution faster than expected.

We use it to filter our inbound and outbound calls to our customers. It works quite efficiently and we have many functions that we can use for it. It will let us know how many people are logged on for calls as well as how many people are in the call queue. It is also nice because we can add filtering options for the lists so it makes it easier for customers to be sent where they to go so it ends up creating less movement and having a customer on hold less.

Managers are able to add and subtract lists based on business needs. Our managers can use it to track our productivity as well as be able to listen to make sure that our calls are meeting company standards and it makes it easy for them to do all of it with this system.

[NICE CXone] is used to manage our time with various ongoing calls. It has also helped me in knowing how much time I take for each task. Also, I have used it to know if any of my colleagues [are] available to help. It makes it very easy to use, especially when I have to contact another department or when someone has to call me.

It has helped a lot since [it] is easier to talk and help the customer. Since I have personalized scripts on it, I do not have to open a new window or program for them, so it helps on making the computer faster. Basically, it is very nice to have the scripts and the app that I use the most during work on the same web page.

My organization is a dental implant company. We have a call center to set up [a] patient's first visit to the center. We use NICE CXone to help divide up daily calling tasks at any given point of the day. It allows us to make sure that we are able to quickly answer inbound callers, and do outbound/other work or training on the side. It increases productivity among our team and makes for a better patient experience. I am unsure if NICE CXone is used outside of our cooperate office.

I have not personally customized it but my supervisor has. They have made various changes to it over the three years I have worked at my company and our call handling percentage went from 70 percent of calls handled at an appropriate time to 96 to 98 percent. I'm sure this has made our company a significant amount of money to optimize working times and improve customer experience.

The way that I use NICE [CXone] within my organization is to log in and keep track of time worked. It also allows for use with being able to see exactly what AUX codes were used when within a given shift so you can accurately see how your time was spent working. This comes in handy in the event that there is a discrepancy in the time entered compared to what our organization has tracked on their end. NICE [CXone] even goes so far as to display a pie chart with color coordination if you want a more visual representation of how your time is spent within the system. In the end, I can definitely recommend NICE [CXone] as the go-to system for any organization looking for a clean and intuitive design to use within their ranks.

I haven't customized the platform.

Use it daily for phone calls handling calls for the entire VA network and it works very well. It also keeps track of scheduling, adherence, call history. It also shows analytical data for the call volume and many other services that we just don't use as technicians but for just a softphone this has so many features.

I have not customized the platform any.

Have been using it primarily for customer contact, both inbound and outbound. NICE CXone has numerous options for creating categories that can be subdivided to skills that can be assigned and make easy landing for the customer for his addressing his specific queries.

Custom reports are very useful but have their fair share of complexity in NICE CXone The reports are really useful for data analytics, calls distribution, and Qu trends. Busiest hours of the day etc. All these have led us to manage our workforce and distribute loads evenly.