TrustRadius
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.https://media.trustradius.com/product-logos/eW/qd/JB3V8JCKA3MP.JPEGPowerful and scalable call center solutionOne of my clients I was working with needed a VoIP solution to support their customers for general product support and issues they run into. They needed automatic call distribution based on certain criteria like language and skill-based routing. CXone is a fantastic call center solution for the enterprise since it scaled extremely well for our client. CXone setup is primarily used by their support team and operations who receive and solve customer issues. This in turn has increased customer retention and improved the brand name.,Efficient call distribution based on multiple criteria like language, skills and issue type. Call priority based on issue severity and user type. Scales really well with zero downtime. Simple and fast adoption which requires less than a day to setup. A fully rounded enterprise CRM. Great product documentation and vendor support.,At times, it feels the software is running a bit slow. While it can depend on a lot of things, there are ways this can be solved. AI chatbots are not as good as they should be. Support for agent profiles or templates that can applied to any new and existing agents. UI/UX controls doesn't look modern.,10,Improved customer retention and satisfaction. Improved sales and revenues by new customer acquisitions. Saved money and time by not needing to investing in buying hardware and setup.,CxEngage, Five9 Virtual Contact Center and Genesys PureCloudAn innovative company with a solid platform, just needs to improve in certain legacy areas.It is being used by some departments and we are over time rolling it out to the whole company. It definitely resolves our scalability problem for our growing company. It also adds reliability in comparison to an in-house solution.,Availability due to them being public cloud is nice to have. As they function of AWS it assures you that they have regional backups of their platform. Scalability of the platform is good. You can increase ports and decrease them on demand and cater to your high and low volume seasons. The management web interface and Studio software are neat features of the platform.,The built-in softphone option is expensive and does not support 911 dialing out which puts call centers in a legal pickle. The voice platform is not on AWS and is resilient for most the part but not fully fault tolerant. Have seen media server issues affect voice quality sometimes. The screen recording software Engage is something straight out of the 90s. The interface, crystal reports, the delays. Engage side of the company is bad in products and support. The recording software does not provide 100% recording and they always have an excuse for why Engage does not work but never a solution. I have a missing screens problem open with them for longer than 3 months.,8,Positive return on investment due to ease of training and use by the customer service representatives. Negative returns because missing audio and screens on our calls where our clients hold us accountable for the quality of calls and reliance with monetary means. Pay per use ends up being a good deal for a growing company.,,Genesys PureConnect, Cisco Unified Contact Center, Calabrio ONEAmazing integration options and configurabilityinContact is being used in all customer-facing support and sales teams. It allows us to easily manage in and outbound contacts with our customers, and also integrate call logging and contact metadata into Salesforce. Integration with Salesforce also allows us to make intelligent routing decisions real-time to provide that moment of "delight" for our customers.,The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops. Integration with 3rd party sources real-time is quite good. API interoperability is great. Integration with Salesforce is, though a bit clunky, very functional and works as intended.,The UI for the agent is a bit dated, especially with the Salesforce agent. They don't seem to have enough UX testing done before releases and have great opportunity to improve and listen to user feedback. User feedback opportunity is limited. There is nowhere visible really to submit feedback that gets tracked. The process is opaque.,10,1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers. We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.,interactive intelligence,Salesforce Service Cloud, Asana, BoxinContact supporterThis is the overlay on top of our softphone Fuze - we use this to mask outbound calls, record calls, and monitor KPIs.,Great dashboards Great functionality and reporting Great support,Better communication with TAM Better weekly conference and update communication,7,Allowed for quick growth and expansion,Cosmo,Fuze, Skype, DataGravityAttensity reviewAttensity is very useful for Text Analytics programs and we used it for our survey analysis. The primary use of the technology/tool is for sentiment analysis of open ended questions we ask our customers in surveys. It helps us in improving our business processes by understanding customer pain points.,70 to 80% accuracy in triple categorization.,If we can reduce the training time for knowledge engineering, then it will be really useful.,Increased customer insights,7,,5Attensity - so much potential, but fall short on providing valueAttensity is currently used in our Customer Retention department in an effort to gain insight into what our customers are saying. We bring in data from three points of the customers lifecycle: when they join one of our brands, while they are a current customer, and if they leave the brand. It helps us address all kinds of problems, everything from operational/technical issues, strategic issues, and issues that may just be an anomaly. It also helps us gain insight into what our competitors are doing.,Makes the process of feeding data into the system seamless Can crawl the web and collect data from thousands of websites, essentially anywhere your brand is being talked about Does a great job of collecting social media data User friendly in terms of creating dashboards,Needs to reduce noise (ie advertisements) from data collected from around the web Categorization is tedious and takes an extremely long time, especially with high volumes of data Overall, the system runs slowly. Some days it's better than others.,Increased employee efficiency Increase in number of opportunities identified Helps understand our customer voice,7,,8Attensity Review: Text at its bestCounting the text data to make it quantifiable. Reporting. Client focused.,Normalization of data. Too difficult to tune the tool. Natural language can go too far - left can be a direction and the past tense of the verb leave - The tool assumed it was a verb.,We found a quality problem that was emerging. Since the issue sounded like normal use of the product, we were not sensitive to the rapid increase in what our consumers were reporting. The tool made us curious as to why the use issue was growing. We had a problem. Engineers were able to gather point of use details from our end users with out the large effort of reading comments,5,SAS DataFlux,300,2,Quantify what the consumer wants. Qualify usage and failure data.,Use the questions coming to customer service to help prioritize training content.,Part inspection ticket analysis. Blog or social media monitoring.,6,No,Product Usability,I was not part of the selection team. Just the implementer.,Vendor implemented,Yes,Change management was a major issue with the implementation,Our internal language was not full sentences. We had abbreviations, terms that were not well managed by the engine, we also had not used full sentences and the tool was looking for verbs that did not exist.,7,No,7,Yes,We had a truncated data set transfer over. When we realized it, it was already afternoon. We prepared a replacement data set , and Attensity made unique jobs & schedules to receive, process and report on the data by the next morning.,The reporting for the masses is visual. The export detail is a nice feature. The ability to link similar findings in multiple data sets was elegant.,Tuning - training the text engine on the industry specific language was laborious - so, so, laborious. Attempting to expand the solution to be more analytical - Normalized incidence.,7Attensity- Slow at the start, but has evolved into a good productWe leverage Attensity as a big crutch in our organization to understand customer sentiment from our email survey data and call detail record data. It is used most heavily between our Customer Retention and Marketing departments, mostly to understand the current customer base better and trend sentiment over time to have a good understanding of open-ended feedback. Attensity's biggest strong-point is that it helps structure open-ended text to trend customer sentiment over time. Departments rely heavily on custoemr sentiment, and finally there is a way to wrap your hands around countless fields of data. Attensity does have it's limitations, but overall it does provide valuable insights to most organizations.,Text analytics- trending open-ended feedback. Marrying structured and unstructured data. Centralizing customer sentiment into one tool.,Filtering out bad data. Response time from customer support. Lack of account management and concern.,Increase Net Promoter Score. Decrease Churn. Increase Revenue.,7,,9
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NICE inContact CXone
23 Ratings
Score 8.3 out of 101
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NICE inContact CXone Reviews

NICE inContact CXone
23 Ratings
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Score 8.3 out of 101
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December 18, 2018

NICE inContact CXone Review: "An innovative company with a solid platform, just needs to improve in certain legacy areas."

Score 8 out of 10
Vetted Review
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Alternatives Considered

Interactive Intelligence
Cisco 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.
Read this authenticated review
Hans Hong profile photo
January 24, 2018

NICE inContact CXone Review: "Amazing integration options and configurability"

Score 10 out of 10
Vetted Review
Verified User
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  • interactive intelligence
inContact blows ININ away (now bought by Genesys systems). ININ requires a lot of money to upgrade, wouldn't do any customization for free, and would not be able to integrate as nice with Salesforce.
Read Hans Hong's full review
Onavie Boyce profile photo
November 08, 2013

NICE inContact CXone: "Attensity Review: Text at its best"

Score 5 out of 10
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We looked at several tools for turning text into data.
The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.
Attensity had taken the approach of including reporting and alerting with their text engine.
Read Onavie Boyce's full review
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January 25, 2014

NICE inContact CXone Review: "Attensity- Slow at the start, but has evolved into a good product"

Score 7 out of 10
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I have used numerous amounts of text analytics, including: Clarabridge, Polyvista, SPSS, and other tools in the past. Attensity was by far the best of the lot. It was a bit pricier than some of the other solutions out there, but if you need a positive return on understanding customer sentiment, then this tool will work wonders.
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Feature Scorecard Summary

Agent dashboard (3)
8.7
Validate callers (3)
7.7
Outbound response (3)
7.3
Call forwarding (3)
9.0
Click-to-call (CTC) (2)
7.0
Warm transfer (3)
9.0
Predictive dialing (2)
6.5
Interactive voice response (2)
9.5
REST APIs (2)
9.5
Call scripts (2)
8.5
Call tracking (3)
9.3
Multichannel integration (2)
7.5
CRM software integration (2)
9.0
Inbound call routing (3)
9.0
Omnichannel inbound routing (3)
8.3
Recording (3)
6.4
Quality management (3)
6.0
Call analytics (3)
7.7
Historical reporting (3)
7.7
Live reporting (3)
7.0
Customer surveys (3)
9.0
Customer interaction analytics (2)
7.5

About NICE inContact CXone

NICE inContact offers a complete cloud contact center solution in the NICE inContact CXone platform (formerly inContact Cloud Contact Center), designed to help organizations around the world improve their customer experience with a unified suite of omnichannel routing, workforce optimization, analytics, and voice as a service – delivered on an enterprise-grade open cloud platform.

NICE inContact CXone Features

Has featureAutomatic Call Distribution (ACD)
Has featureInteractive Voice Response (IVR)
Has featureAnalytics & Reporting
Has featureOpen Cloud Platform
Has featureOmnichannel Routing
Has featureVoice as a Service
Has featurePredictive Dialer

NICE inContact CXone Competitors

NICE inContact CXone Technical Details

Operating Systems: Unspecified
Mobile Application:No