NICE CXone (formerly NICE inContact) Reviews

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633 Ratings
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Score 8.3 out of 100

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October 15, 2020
Somveer Singh | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
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Exceptional Examples of NICE CXone (formerly NICE inContact) Support

There was a downtime happened at my organization and support team was there to help quickly and efficiently
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November 20, 2020
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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Exceptional Examples of NICE CXone (formerly NICE inContact) Support

For example, when we have a down in all our company, all the users were unable to login due to an error message so we proceeded to get your assistance and the issue was resolved and escalated as soon as you received it. We were trusted that you could resolve it.
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October 05, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Exceptional Examples of NICE CXone (formerly NICE inContact) Support

Well for the most part, when you are experiencing issues with NICE inContact, the best thing to do is to log out, clear the browser, relaunch the system, and log back in. Then, it works with no problem. The only issue is only having 41 seconds between calls.
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November 08, 2013
Onavie Boyce | TrustRadius Reviewer
Score 5 out of 10
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Verified User
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Exceptional Examples of NICE CXone (formerly NICE inContact) Support

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.
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Feature Scorecard Summary

Agent dashboard (373)
Validate callers (312)
Outbound response (322)
Call forwarding (292)
Click-to-call (CTC) (259)
Warm transfer (347)
Predictive dialing (201)
Interactive voice response (237)
REST APIs (194)
Call scripts (203)
Call tracking (336)
Multichannel integration (228)
CRM software integration (237)
Inbound call routing (339)
Omnichannel inbound routing (236)
Recording (331)
Quality management (313)
Call analytics (323)
Historical reporting (314)
Live reporting (294)
Customer surveys (182)
Customer interaction analytics (192)

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

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

Interaction Analytics
Customer Surveys

Workforce Optimization
Workforce Management
Quality Management
Quality Management Analytics
Performance Management

Automation & AI
Workforce Intelligence

Open Cloud Foundation
CRM Integrations
UCaaS Integration
DEVone Ecosystem
Voice as a Service

NICE CXone (formerly NICE inContact) Features

Contact Center Software Features

Has featureAgent dashboard
Has featureValidate callers
Has featureOutbound response
Has featureCall forwarding
Has featureClick-to-call (CTC)
Has featureWarm transfer
Has featurePredictive dialing
Has featureInteractive voice response
Has featureREST APIs
Has featureCall scripts
Has featureCall tracking
Has featureMultichannel integration
Has featureCRM software integration
Has featureAutomatic speech recognition (ASR)
Has featureNatural language processing for IVR
Has featureCommunications forecasting

Workforce Optimization (WFO) Features

Has featureInbound call routing
Has featureOmnichannel inbound routing
Has featureRecording
Has featureQuality management
Has featureCall analytics
Has featureHistorical reporting
Has featureLive reporting
Has featureCustomer surveys
Has featureCustomer interaction analytics

Omnichannel support Features

Has featureEmail
Has featureVoice (phone)
Has featureVoIP
Has featureSMS/Text
Has featureVideo channel
Has featureLive chat channel
Has featureCo-browse
Has featureScreen-share
Has featureSocial media channels
Has featureMobile applications

Predictive Analytics Features

Has featureIntelligent call routing
Has featureChatbots
Has featureAI 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) Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No

NICE CXone (formerly NICE inContact) Support Options

 Free VersionPaid Version
Live Chat
Social Media
Video Tutorials / Webinar

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.

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 and Inbound call routing highest, with a score of 8.5.

Who uses NICE CXone (formerly NICE inContact)?

The most common users of NICE CXone (formerly NICE inContact) are from Enterprises and the Telecommunications industry.