NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact)

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.4 out of 100
Top Rated
NICE CXone (formerly NICE inContact)

Overview

Recent Reviews

Perfect for you.

10
May 02, 2022
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 …
Read full review

Nice CXone Review

10
March 31, 2022
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 …
Read full review

Nice to Use!

6
March 23, 2022
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 …
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What a Nice move, NICE CXone!

9
March 23, 2022
NICE CXone is the best auto-dialer you can use for the business! I highly recommend you use it for doing follow-ups, scheduling …
Read full review

Excellent communication tool with clients

10
March 19, 2022
Excellent communication tools with end users where we can support them with a phone call or chat with an excellent interface and added …
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Kudos Nice CXone

10
March 17, 2022
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 …
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There is a reason they called it NICE

7
March 08, 2022
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 …
Read full review

System bites

1
January 13, 2022
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 …
Read full review

my experience with a new unified tool

8
December 13, 2021
NICE CXone (formerly NICE inContact) is being used throughout the organization as the telephone service, snack breaks, monitoring calls, …
Read full review

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Best of Award, Best Of Relationship 2022
TrustRadius Best of Award, Best Of Feature Set 2022
TrustRadius Award Top Rated 2021

Popular Features

View all 22 features

Warm 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

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Video Reviews

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Pricing

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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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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What is Nextiva Business Phone Service?

Nextiva is a business communications platform that includes a VoIP solution, CRM software, BI software, cloud storage, phone and device rentals, email marketing automation software, and a contact center solution. These products can be purchased individually or together.

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.


Key Features

Omnichannel
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Interaction Channels
Predictive Dialer

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

CXone MAX - Digital InboxCXone MAX - Native ChatCXone MAX - Facebook MessengerCXone MAX - Facebook MessengerCXone MAX - Customer ProfileCXone MAX - Agent SettingsChat ProfilesCXone MAX - Agent Skills & ProficienciesCXone MAX - Manager PermissionsConsolidated Administration

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 TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUSA, Canada, Mexico, UK, Brazil, Japan, India, Western Europe, Australia, South America
Supported LanguagesEnglish, Chinese, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish.

Comparisons

View all alternatives

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

(1-25 of 543)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
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 the area of our job is to assist our client to book for their Hotel to stay. Nice CXone is very convenient for us to use because once our client calls all their information is already provided on the screen. It is also very convenient for our end if we have a callback, we can create a schedule for the call on Nice CXone and in that case, we can not forget to call back our client in the future.
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.
I will give or rate Nice CXone 10, it's very helpful for every agent in our company. And it's not that hard to use even kids nowadays are even understand how Nice CXone will work or how to use it. Since we are already using Nice CXone for our inbound or outbound calls I always assist my clients concerns without any problem or issue.
May 02, 2022

Perfect for you.

Score 10 out of 10
Vetted Review
Verified User
Review Source
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 is very useful and very convenient to us users. Using this tool we can book reservations by receiving calls and making outgoing calls. Nice inContact helps our company a lot to increase its revenue. I highly recommend this tool and I have been using Nice inContact for almost five years now.
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.
Nice inContact is very convenient and easy to use. Everybody would be able to manage it easily, especially the beginners. In other words, Nice inContact is user friendly. The user can easily understand and learn its features and it is very simple. Everyone would love to use this tool for sure.
March 31, 2022

Nice CXone Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
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.
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.
We would highly recommend Nice CXone for its overall usability. It's easy to navigate, user-friendly, and has a simple interface. We were able to customize our software according to our needs of the business. Transferred call to the right department for further assistance. No interruptions and we were able to communicate with our clients effectively!
Tasha Avon Untalan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Nice CXone did its job in doing outbound calls and also in inbound calls. What I like as well is the option to schedule a call back to your client. I will never miss a follow-up anymore! What I don't like is that when you refresh it, the status from ready will turn into unavailable so the call will be disconnected.
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.
Overall, we are grateful that our company provides an excellent choice in getting an auto dialer software. This will help the business and also the employees.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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
Using Nice is well suited when your job includes you calling your clients to discuss your business. As a sales coordinator, it's important that we discuss the contract with our clients before we close our deal. Using Nice is helping us a lot in growing our business by getting requests through our clients who are calling us to make their reservations.
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
I give a rating of 9 because of all the phone softwares we used, Nice has been very efficient. We do not have to incorporate it with another tool so it's very accessible. It also has a feature to schedule outbound calls that we didn't have in our tools before
March 23, 2022

Nice to Use!

Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
It's good to use in an office that has a lot of employees. It's also good to use for people who are working from home. You get a lot of employees that clock in and go do morning business but the extra step ensures that people are working. I'm assuming this wouldn't be very productive for a retail environment.
It's really simple to use and pull up. It also is very consistent, so I like it.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Using NICE CXone every day at work helps us to be productive. The scheduler for callbacks always makes us alert because of the notifying tones and pop-ups! Very cool feature. Easy to operate by not-so-young agents so it's a plus too! I can't think of negative feedback because there's no major issue I have experienced my whole 2 years using NICE CXone at work.
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.
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
it's an excellent tool to communicate with clients for product support and take reviews from the end-users using chat and phone calls and smart responses are editable based on needs.
Was not an Admin or manager for the product
Best way of communicating and getting insights of end user's based on there ratings and reviews
March 17, 2022

Kudos Nice CXone

Score 10 out of 10
Vetted Review
Verified User
Review Source
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 can't think of anything. For me. Nice CXone do it's job appropriately. Good job!
I am not using it for now since I am an agent not in a work force or QA position
I gave this rating because Nice CXone is a reliable tools for the business. I can't think of a negative impact anymore.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Having the ability to queue E-mail and take them out of Outlook, so agents can not cherry pick their emails has been greatly received by our members. Their questions are answered much faster and the agents are learning more as a result. It's a win-win for everyone.
We implemented a after call survey that can be reported on almost live (few seconds) has been a great help to understanding member sentiment.
The end user interface is very easy to use and doesnt need much training.
Joseph Ragusi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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 compared to previous calling systems I've worked within the past (such as LiveVox), NICE CXone has kept me efficient with my minute-to-minute productivity. In a fast-paced environment like mine, it's important to have a system that keeps up with me.
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.
The simple design of the NICE CXone system of tools is a big reason why it works as efficiently for me and my coworkers as it does. Everything is laid out where you would expect and as such, the training process took me considerably less time to complete than previous systems I've worked with in past roles.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
One time when I had forgotten about clocking in and I only had like a minute left to clock in. I love the fact that the app is able to keep my password stored so that I wouldn't have to try and remember. so it made the login process easier and faster in those last min situations.
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.
Because it is easy to use and hope in the future that I will be able to get to use the call feature, as my position may be promoted. We will see as I get more involved in the organization.
January 13, 2022

System bites

Score 1 out of 10
Vetted Review
Verified User
Review Source
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
[In my experience,] can't call out to vendors or customers with an open email, can't have more than one person on hold at a time, can't dial out to more than one person at a time, static on the lines, robot sounding call complaints, system freezes constantly and drops service
n/a
it doesn't work for our department at all
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
For example, we receive and handle a very large amount of calls, chats, emails, and other forms of contact; this software is well suited since you are never overwhelmed by the things you see on your screen, is very simple to use, and to handle the contacts to provide world-class customer service.
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.
I give it a 9 since nothing is perfect in this life, however, NICE CXOne manages to be a good software for a daily basis job, and company like the one we share here; it's friendly and its software allows us to deliver a good product, service, and satisfaction to our customers, staff and co-workers.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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
NICE CXone (formerly NICE inContact) would be suitable for call center companies as it would have more than one functionality, in addition to the simplicity of its use. I don't believe that an administrative area takes advantage of 100% of what the tool has to offer, as they have different tasks than a call center area.
I'm not as knowledgeable about reporting, only my superiors, but they reported that it's simple to extract team results and unify them.
It's amazing the fact that I only have one user and I can see all my results, scales, and breaks in just one tool, it simplified my everyday activities
Donald Mascola | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Overall meets our business needs. It is a good system for a call center environment But I cannot speak to how well it scales beyond our relatively small operation (under 50 users).
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.
Able to use the product with little training. Somewhat intuitive. Meets our small size call center business needs.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Whether you're managing a sales team, customer service, booking services, or collections, NICE CXone is a great tool to measure agent productivity. It's a versatile product to manage pretty much any metrics that you're looking for in a contact center solution. With about 300 metrics, you can customize it based on how you want agents to be measured. These are all reportable and can be automated as well which is a good thing.
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.
I believe it's the best out there. With 99.99% uptime and has a build-in redundancy, this gives us the confidence that the platform is secure and reliable.
December 04, 2021

NICE CXone Review

James Nelson-Guillen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
NICE CXone is great for any organization that handles a lot of phone calls. The technology is super easy to use and it's hard to mess up things like transferring callers. From working in other call centers that had the old desk phones, NICE CXone was a breath of fresh air at the call center I'm at now. Their technology made call handling much easier.
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.
I give NICE CXone a high rating simply because of how easy their systems are to use. While I do have complaints or gripes about the call evaluation system (Engage), their products enable our call center to function efficiently. I also like that it provides a good experience for our representatives in the sense that it's not hard to use compared to systems that other call centers use.
December 04, 2021

All good!

Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
It is perfect to attend the contact that we received because it is easy to navigate through chats, emails, or calls and it is very clear how to change our status on inContact. However, the administration part is difficult to navigate, for example, to look for a user profile, station ID, or any user information.
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.
It is very usable. We have a lot of tasks, we can do multitask at the same time for that reason we have a better performance at our service level because can handle calls and e-mails or chats and e-mails. Also, we can decide how the queue is going and put on priority one to some technicians.
  • Online training
  • in-person training
December 03, 2021

User friendly auto dialer

Score 9 out of 10
Vetted Review
Verified User
Review Source
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+
It is perfect for call center or customer service-based jobs. I would say out of all the customer service jobs I have had, this is the most user-friendly to be able to take calls through. This gives the options to disposition into several different areas and gives the ability to have that many dispositions.
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.
It is super user-friendly, when it comes to business products if something is not user-friendly it makes it really hard to want to use long-term when no one can figure it out. NICE CXone is super user-friendly and all of the employees love how easy it is for us to get going and running for our day.
Score 9 out of 10
Vetted Review
Verified User
Review Source
[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.
Easy to use and very easy to understand how it works. Everything is clear, thanks to the different colors it shows. It has helped me several times when a customer wants to speak with a specific person, [and] I am able to see if they are available. Sometimes I would like to see the phone numbers of all who are on the call because I am only able to see the phone number of the one [who] called 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.
It is good in most cases, but I feel it has been having connection issues lately. I have felt that the connection issues [are] a big deal because sometimes I am not able to make calls, and that can be very unpleasant, but at least it is not very common to happen, and it does not last very much. But apart from that I really consider it to be very helpful in all other ways.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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 use NICE CXone at a call center for Dental Implants. This is well suited for my company to make sure that the call [queue] is taken care of. We can divide up work without the help of a manager. I think that this software would be great for any call center looking to give agents an easy way to know what they should be doing, and give the customer a more positive experience with less wait time. I do not know which scenario where this software would be less appropriate, seems great for any call center unless you have a tiny volume of calls.
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.
It does what it needs to do. I only wish that we had more specific organizing options and that I could choose the color of the page to reduce strain on my eyes or just for fun. Overall this product is really useful and I have never had any major issues or concerns with it.
November 11, 2021

NICE CXone Being Nice

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
It's well suited if you're looking for a streamlined system of logging into work and viewing your time without having the stress and confusion on where to go or where to look.
I haven't customized the platform.
It's easy to navigate and the layout makes everything easy to find.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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've worked in call center settings for 8 years now and the best one I've used has been NICE CXone. It's all-around great in displaying your calls, handling them as well as your schedule, and being easy to use.
I have not customized the platform any.
User friendly and clean display.
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
A very good solution for contact centers small, medium, and large. It's well-suited and its monitoring capabilities are powerful. Analytics and dashboard can be improved.
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.
Nice contact center solution overall, stands by its name.