NICE CXone (formerly NICE inContact)
Top Rated
NICE CXone (formerly NICE inContact)
Overview
Recent Reviews
Reviewer Sentiment
N/A
Positive ()
N/A
Negative ()
Awards




Popular Features
View all 22 featuresWarm transfer (480)
8.7
87%
Inbound call routing (465)
8.5
85%
Agent dashboard (507)
8.4
84%
Call tracking (460)
8.4
84%
Reviewer Pros & Cons
View all pros & consVideo Reviews
Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of NICE CXone (formerly NICE inContact), and make your voice heard!
Pricing
View all pricingEntry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
Would you like us to let the vendor know that you want pricing?
24 people want pricing too
Alternatives Pricing
Features Scorecard
Contact Center Software
8.3
83%
Workforce Optimization (WFO)
8.5
85%
Product Details
What is NICE CXone (formerly NICE inContact)?
NICE (formerly NICE inContact) works with organizations of all sizes to create customer experiences that build deeper brand loyalty and relationships that last. With NICE CXone, a complete cloud customer experience platform, the vendor combines Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, to enable an exceptional agent and customer experience—every time and on every channel.
Omnichannel
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Interaction Channels
Predictive Dialer
Analytics
Workforce Optimization
Analytics
Interaction Analytics
Reporting
Customer Surveys
Workforce Optimization
Workforce Management
Quality Management
Quality Management Analytics
Performance Management
Recording
Automation & AI
Workforce Intelligence
Open Cloud Foundation
CRM Integrations
UCaaS Integration
DEVone Ecosystem
RESTful APIs
Voice as a Service
FedRAMP
NICE CXone (formerly NICE inContact) Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
NICE CXone (formerly NICE inContact) Screenshots
NICE CXone (formerly NICE inContact) Video
What is NICE in Contact CXone?
NICE CXone (formerly NICE inContact) Integrations
NICE CXone (formerly NICE inContact) Competitors
NICE CXone (formerly NICE inContact) Technical Details
Deployment Types | SaaS |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Supported Countries | USA, Canada, Mexico, UK, Brazil, Japan, India, Western Europe, Australia, South America |
Supported Languages | English, Chinese, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish. |
Comparisons
View all alternativesCompare with
Frequently Asked Questions
What is NICE CXone (formerly NICE inContact)?
NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.
What are NICE CXone (formerly NICE inContact)'s top competitors?
Five9, Talkdesk, and 8x8 Contact Center are common alternatives for NICE CXone (formerly NICE inContact).
What is NICE CXone (formerly NICE inContact)'s best feature?
Reviewers rate Click-to-call (CTC) and Warm transfer highest, with a score of 8.7.
Who uses NICE CXone (formerly NICE inContact)?
The most common users of NICE CXone (formerly NICE inContact) are from Enterprises (1,001+ employees) and the Telecommunications industry.
Reviews and Ratings
(751)
Reviews
(1-25 of 543)- Popular Filters
Companies can't remove reviews or game the system. Here's why
May 04, 2022
Best Recommended Tool ( NICE CXone )
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.
- Auto masking once you click the Credit Card tab.
- There's an option to put your reminder or call back details.
- For our inbound, all the details are already provided once we accept or answer the call.
- More improvement under "Agent Reports" like, Performance.
- More features in the future to be added on Nice CXone.
- Nice CXone is not that hard to use anyway for our outbound and inbound calls.
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.
May 02, 2022
Perfect for you.
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.
- Incoming calls
- Outgoing calls
- History of the calls
- Make a schedule
- Make it more faster
- Add some more features like options or finding country codes when making an outbound call.
- Make it more personalize like changing the background color.
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.
March 31, 2022
Nice CXone Review
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.
- No bad connection in calling clients.
- Easy to use and navigate.
- Calls are easier to understand when using Nice CXone.
- Simple interface.
- They can add more features to customize the interface.
- Add options to change font style and color interface.
- Please add option to set a reminder for callback and meetings.
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.
March 24, 2022
The most honest review I can contribute
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.
- Auto dialer.
- Inbound call.
- Outbound call.
- Choice of color.
- Choice of tone.
- Realtime update of status.
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
- Friendly user
- Scheduling call backs to our clients
- Easy to navigate even during a call
- Alert or notification when a scheduled task is due
- More theme colors to choose from
- I've encounteted disconnected calls a few times even when I have good connection
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
March 23, 2022
Nice to Use!
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.
- Has different options for dispositions.
- Uses phone number so it's unique.
- Has small non-intrusive window.
- It's hard to remember it's there.
- Would be nice if it had its own label instead of being under the internet browser we use.
March 23, 2022
What a Nice move, NICE CXone!
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!
- Scheduling call backs.
- Follow up by outbound calling.
- Agent monitoring.
- Extra theme colors.
- Real time status.
- Extra cute ringing tones.
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.
March 19, 2022
Excellent communication tool with clients
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.
- communications with end user's of the product
- chatting with multiple user's at once
- calling them if required there is a inbuilt VOIP service.
- UI design can be improved as tabs are small vertical they should be adjustable to communicate multiple clients
Was not an Admin or manager for the product
March 17, 2022
Kudos Nice CXone
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.
- Outbound call
- Inbound Call
- Scheduling Follow ups
- Whisper call
- Lack of theme options
- Pop up feature is good but can be inside browser too
- Real time update if on break or if status is available already
I am not using it for now since I am an agent not in a work force or QA position
March 08, 2022
There is a reason they called it NICE
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.
- Inbound call management
- Being able to queue Emails is amazing. Agents don't get to cherry pick emails anymore. Our members have noticed their questions are answered quicker as a result.
- I have seen a few instances of calls drooping and its a bit hard to find the logs to troubleshoot.
We implemented a after call survey that can be reported on almost live (few seconds) has been a great help to understanding member sentiment.
February 23, 2022
The most efficient outbound calling experience I've used to date!
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.
- Name displaying
- Snappy design
- Answering machine recognition.
- Displaying titles (ex. Mr./Mrs.) before call is picked up.
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.
January 15, 2022
All the nice things about Nice!
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.
- Login is easy.
- Easy time keep.
- Simple to use.
- Password remembrance.
- Be able to have it on desktop.
- A place to set an alarm for breaks and things.
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.
January 13, 2022
System bites
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.
- nothing
- dropped calls
- robotic-sounding to customers
- static-laden phone call
- slow
- can't dial out when in e-mail
- can't put more than one person on hold at a time
n/a
January 11, 2022
NICE CXOne is all you need to grow up as a formidable company
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.
- Tracking your contacts.
- Keep you updated about your queues.
- Easy to use and friendly interface.
- Almost everyone can use it.
- Custumization.
- There are some bugs that can be fixed.
- Calls are coming laggy sometimes.
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.
December 13, 2021
my experience with a new unified tool
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.
- The tool is extremely dynamic as it replaced more than 5 tools
- The tool is extremely fast, never crashed or lost connection
- The tool is extremely simple to use, not requiring more complex training outside my desk
- The tool could improve the layout by putting more color options
- The tool could decrease its size to let it take up less space on the computer screen
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.
- Dashboard view for overall visibility of the situation.
- Call routing metrics.
- Call recording and playback for coaching.
- Reporting is somewhat clunky as I have found it difficult to develop custom reports.
- Call recording retrieval is a multi-step process.
- Salesforce connector has not been 100% reliable but has improved over time.
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.
December 04, 2021
Reliable. Innovation. Quality.
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.
- Real time reports
- Easy to setup your customized dashboard
- Robust reporting with about 300 metrics that you can utilize
- There's nothing that I can think of right now.
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.
December 04, 2021
NICE CXone Review
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.
- Provide software and technology that is easy to use
- Products are easy to use but also robust with lots of features
- Products also include analytical tools to identify trends
- The call evaluator tool (Engage) can be slow to respond. Would be nice to have this application housed in Chrome instead of Internet Explorer.
- Sometimes, not all call data is recorded, particularly screen captures.
- Adding spell check features to email/chat functions would also be an improvement.
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.
December 04, 2021
All good!
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.
- Shows inContact status and time as available or busy.
- Does not take to long to load.
- I like the colors.
- Shows a notification when a new contact is coming..
- It is easy to log in.
- We can monitor the agents status.
- We can do live monitoring.
- The way to navigate through inContact
- How we transfer the contacts.
- It should be easy for us if we can have a search option to look at a user directly.
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.
- Online training
- in-person training
December 03, 2021
User friendly auto dialer
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.
- Filtering calls
- Multiple list functions
- Can display the call queue
- Easy to use functionality
- We need a secondary auto dialer to use it
- Different colors as red and blue do not clash well
- The ability to customize things a bit more
- Have the exact number instead of showing 99+
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.
November 28, 2021
The Nice World of NICE CXone
[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.
- Manage time.
- Display if someone is available.
- Fast
- Sometimes it has connection issues.
- Personalize options, regarding the color or display.
- Conference call with 3+ phone numbers.
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.
November 14, 2021
Excellent Tool for Busy Call Centers
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.
- It is easy to read and user friendly.
- It updates within a few seconds so you can see up to date information.
- You can easily switch between dashboard views for different jobs or tasks.
- You can organize the data it gives you.
- The data updates pretty quickly but is not instant. That could be faster.
- They could allow the end-user to change the color of the webpage to reduce eye strain or just for fun.
- Add more detailed filtering options.
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.
November 11, 2021
NICE CXone Being Nice
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.
- Makes it easy to log in.
- Is easy to find what I'm looking for.
- The layout design is nice.
- Color coordinated visuals enhance ease of use.
- The design is fine the way it is.
I haven't customized the platform.
November 10, 2021
Great overall softphone software!
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.
- Providing analytical data for call volume.
- Keeps track of scheduling and adherence.
- Has a user friendly and clean display.
- Analytical data could be more real time unless this feature is blocked by sysadmin.
- No other update.
I have not customized the platform any.
November 10, 2021
A "Nice" CXone Contact center solution
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.
- Call Handling.
- Priority call landing.
- Load balancing with equal distribution of calls amongst available agents.
- Analytics
- Custom Reports.
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.