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NICE CXone

NICE CXone

Starting at $71 per month per user
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Overview

What is NICE CXone?

NICE 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), interactive voice response (IVR) system, feedback management, and interaction analytics.

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Recent Reviews

NICE CXone.

10 out of 10
March 01, 2024
Incentivized
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, …
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Glitches galore

3 out of 10
August 23, 2023
Incentivized
We use Nice Cxone as our webbased telephony system to answer calls for our suicide Hotline. Using this system helped us upgrade from using …
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NICE CXone Review

9 out of 10
August 23, 2023
Incentivized
We use the service to handling incoming patients, follow up with our patients and address appointment scheduling, questions or concerns. …
Continue reading
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Agent dashboard (527)
    8.7
    87%
  • Warm transfer (500)
    8.5
    85%
  • Call tracking (481)
    8.4
    84%
  • Inbound call routing (485)
    8.0
    80%

Reviewer Pros & Cons

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Pricing

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Digital Agent

$71

Cloud
per month per user

Voice Agent

$94

Cloud
per month per user

Omnichannel Agent

$110

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.nice.com/websites/pricing/

Offerings

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

Starting price (does not include set up fee)

  • $71 per month per user
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Product Demos

NICE | Show Me the Demo

www.nice.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.9
Avg 8.3
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Product Details

What is NICE CXone?

NICE CXone empowers brands to deliver the ultimate customer experience on one interaction-centric platform with rich CX capabilities and an AI purpose-built for CX.

NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement.

With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX.

NICE CXone 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 Screenshots

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives  agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.

NICE CXone Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesNorth America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa
Supported LanguagesBulgarian, Chinese Simplified, Chinese Traditional, Croatian, Czech, Danish, Dutch, English, Egyptian Arabic, French, German, Greek, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Saudi Arabic, Spanish, Swedish, Thai

Frequently Asked Questions

NICE 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), interactive voice response (IVR) system, feedback management, and interaction analytics.

NICE CXone starts at $71.

Five9, Talkdesk, and Genesys Cloud CX are common alternatives for NICE CXone.

Reviewers rate CRM software integration highest, with a score of 9.2.

The most common users of NICE CXone are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(831)

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
December 04, 2021

All good!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Contact Center Software (3)
100%
10.0
Agent dashboard
100%
10.0
Warm transfer
100%
10.0
Call scripts
100%
10.0
Workforce Optimization (WFO) (3)
93.33333333333334%
9.3
Inbound call routing
100%
10.0
Customer surveys
80%
8.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • It has an improvement on the time to receive the contacts.
  • It's easier to navigate to the agents.
  • It does not complicate.
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.
No
1000
It represents customer service, collections projects, sales projects, administration staff, and IT staff. Almost all departments use inContact. Almost all the agents for all the projects KM2 handles use inContact to take calls, chats, e-mails, reports, view and handle the campaign queue, and comparative reports.
10
The only one who has the access to manage the inContact support are the higher technicians and also the Workforce team. The higher technician takes care of troubleshooting any InContact issues when it is presented and the Workforce team handles any account creations for new people in the company to join the inContact features. This makes a better communication between all of us.
  • Reporting
  • Calls
  • Chats
  • E-mails
  • Manage the skills
  • Manage the queue
  • ETC
  • Creating scripts for the users.
  • Making the task bar easy access.
  • Creating different colors.
  • Future reporting
  • Call recordings
  • Manage more skills
  • Elevate permissions
  • Account administrator
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Positive Sales Experience with the Vendor
  • Analyst Reports
The most important factor in my decision was the easy way to manage the Nice InContact Cxone, I will highly purchase this product again no matter what's the price and the main reason is that I can manage all of the usable features in one only software and will be easy for me to navigate through it.
  • Don't know
Change management was a big part of the implementation and was well-handled
It has a lot of changes but the ones that I like were that users can be monitored easily. I never asked for assistance to use it because it is easy to learn by myself and in case I do not have the answer I ask a coworker and they know about it.
  • The login issues
  • Accommodate to how find the reports
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
  • Online training
  • in-person training
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
No
No
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.
  • End a contact
  • Find users account
  • Password reset
  • Unlock accounts
  • Updates account profiles
  • Find a users account
  • Find a station ID
Vinicius Leite | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are using NICE CXone for communication purposes. Our organization is a call center for high-income customers and NICE CXone has provided a platform for us to communicate with the public. It is being used by our department. For me personally, it has helped to solve my contact problem in the home office. In addition, the ability to make international contacts.
  • It's easy to find available and working collaborators.
  • Various status options for employees to choose from.
  • External connections made easy.
  • The phone that appears to the caller is sometimes confusing. Personalizing this phone can bring many benefits.
  • If the employee spends too much time away, the platform shuts down. [I feel] It should stay active.
  • The reports that the employee has access to could show the team's detailed working contacts.
In our call center, telemarketing, and customer relations departments, NICE CXone is very well used. In addition, for managers, the report that it produces makes it possible to see many numbers in relation to the employees. In addition, with the new working conditions due to the pandemic, it is possible to carry out call center work in the home office remotely.
Contact Center Software (13)
83.84615384615385%
8.4
Agent dashboard
80%
8.0
Validate callers
60%
6.0
Outbound response
70%
7.0
Call forwarding
80%
8.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
20%
2.0
Multichannel integration
80%
8.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
95.55555555555556%
9.6
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
90%
9.0
Live reporting
80%
8.0
Customer surveys
90%
9.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • The company managed to maintain our operation during the pandemic at home while maintaining its service numbers.
  • The level of service in my department went to an average of 90% (85% target).
  • The level of quality has increased and the reach of customers in countries as well.
Customized the reports to display the number of calls that employees make per day compared to the hours worked. With this, we were able to measure the productivity of employees, even when at home. This brought a very broad view of how the operation was going because employees are paid by the number of customers contacted on the day they were worked.
The platform is very simple to handle. In addition, information is organized in an easy-to-find way. I discovered tools over time that we didn't have before. The menu, as soon as we enter the tool, is very direct and leaves no doubts on how to enter the platform and start working
Nice CXone provides a very large amount of information such as outgoing calls, contact number, call time, and duration of contact. In addition, the panel shows the number of SLA and non-SLA calls. In the case of my department, as we must monitor in real-time the number of contacts for the level of service, [I feel] the platform is lacking in the delay between updates. Many times to get the update, [in my experience] you would need to attempt the following day.
Yes
Avaya
150
Customer relationship, interaction with teams, external and international contacts. The teams are part of answering the company's incoming calls. Getting contact from customers about their plans and insurance. Customers often make requests or open complaints that need more thorough service. The quality team listens to calls for the company's quality indicators, to assess the service and performance of the call.
7
The team that performs nice support for the teams is made up of 7 people who are skilled in data processing and monitoring. The team usually monitors all calls, signals all teams and monitors the level of service, that is, the speed at which the customer is on hold to be served.
  • Customer contact
  • Call monitoring
  • Track call performance
  • Home office employee monitoring
  • Contact customers abroad
  • Dashboard with the performance of operations
  • monitoring teams while working at home office
  • nice works as an electronic point form these days
  • Make contact between employees
  • The Dashboard helps with the monitoring of indicators
  • The configuration is fully customized
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
  • Product Features
  • Product Usability
  • Product Reputation
Nice CXone's reputation was essential for the company's contracting of the service. Because, it's known as the world's #1 cloud customer experience platform. In addition, the agility that agents have an integrated workspace for quick and easy access to the tools and information needed to handle more interactions in less time.
Further investigate points such as Improving the scope, quality and accuracy of your customer data by eliminating updates, manual errors so agents have the most current customer context and Improve customer experiences by empowering agents with the most comprehensive and current customer insights. Eliminate costs in the construction and maintenance of tool customization.
  • Implemented in-house
Yes
It was divided into the testing phase with specific agents, where testing contacts and explanations of the tool's usability were made. After that, explanations were made to the managers who follow the numbers. After the tool explanations, the operation migration was done in phases, with 25% working on nice, then 50% and 100%.
  • The divergence in quality indicators
  • Failure to understand how the reports were made
  • Lack of information regarding the delay in updating information
  • Lack of knowledge of the terms used by the tool
I believe that training that is somehow recorded in the tool can help in handling the monitoring team and the entire operation. Articles and pages that seek to explain some of the tool's features would be interesting. We get the feeling of having a lot of features that we don't use, but for lack of understanding.
  • Online training
  • in-person training
  • no training
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
The training was very brief, teaching how to use the features for my role. Over time, I discovered many other features that were not explained. I believe that if it were done more completely, it would know the features earlier. An example of this is the productivity page, where I needed to measure together with my colleagues, to know the real information that the screen brought and, to my surprise, it was very useful.
The product was very easy to learn without training. It wasn't difficult to discover the features and know how to change the settings. In this regard, the product is differentiated from the market. Very fluid usability and understandable information.
The app's configurability is very good. I can find information easily, I can change options very simply too. A few moments I didn't hear the noises when calls came in or out and for a long time I needed to change the sound configuration and this was done in a simple way. Clicking and changing the setting from on to off is very practical.
I can't suggest a best practice for setting up the app. On the contrary, I find it very practical to be easy to configure. I can change the sound and picture features and change the color very easily. Also, I can change the information I need for very easy reporting too.
Yes - we have customized the interface extensively
It was very easy as it is very clear how the change should be made. The application has a very fluid navigation, the information of changing the interface is very objective. I can change color very simply. Clicking and activating or deactivating the app was very well done and it was very easy to understand that I am activating and deactivating.
No - we have not done any custom code
I think it would be nice to have the autonomy to change where the fields to use the application were made. Also, increasing the last calls made on the panel would be interesting. Today we can only see the last 2 calls, besides, as I make many contacts a day, I always need to click on new to enter the customer's number, it would be very easy to leave the field to call out. Also, I always need to put the DDI, but I make 99% of the calls to the same country this is a very big unnecessary job. Putting something like the country's flag, followed by the DDI would be very good, besides leaving it fixed.
We do not purchase premium support because we have a structured team to try to solve everyday problems. Where we would follow up on orders and charge when necessary. We try to do everything possible to help teams with the demands. We managed to concentrate problems with nice and possible conflicts with the tool in a small team.
Yes
The problem was that agents seemed to be disconnected from the tool, where contacts were entering as refused. After signaling, the problem was solved in months, where we needed to take several evidences several times. The bug was fixed, but it took a long time to fix. Procurar evidências sempre foi um trabalho muito cansativo.
At a certain point, we needed nice's support to customize the agents' visualization panel and issue reports with the necessary indicators. The explanations were clear and succinct, in addition to being provided very quickly. The demand was sent and it was answered how we could customize it. The understanding exceeded the objective, as we learned at once how to carry out such customization.
  • Monitor the quality levels of everyday life
  • Monitor when employees are at work
  • Track time in connection
  • Google Chrome browser often grumpy and uncooperative
  • On some calls, it makes a loud noise when the phone is ringing, like a machine gun
  • Contacts appear anonymous to customers
Yes, but I don't use it
As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.
In the beginning, we had many platform errors that were even impacting the area's results. After several meetings, it was possible to find the errors and nice fixed them, but for a period of a few short months. In the beginning, we need to be clicking on the "Connect" option since the agent is constantly inactively impacting the connection entries.
I never had any problems with performance at nice. None of my systems or computer are heavy with nice, I can work perfectly with it open and I never worried about it making my desktop heavy. The pages are changed very quickly, a single point that presents an error is when I make a call and the page doesn't move, showing the options that appear when I'm in contact. As a result, I can't disconnect the connection and I often need to close the application and reopen it.
  • Excel
We don't have a lot of systems built into nice. We only use the excel tool for data analysis and reporting. It's very easy to extract the information, the report is very complete, at first we were very surprised by the amount of information extracted, we just have everything about the day-to-day contacts.
  • I can't define any system that can be integrated with nice.
I can't define any system that can be integrated with nice.
  • File import/export
No.
It is very simple to integrate report information with the Excel tool. We have no difficulties and extraction brings incredible data that we never had. We were able to provide more robust management reports and identify possible improvements in employee performance.
No advice.
I didn't participate in the sales process directly, but I realized that this entire process was done very quickly. Because my company needed to adapt the entire relationship center in one week. It was something surprising, I wondered how I could work from home, making contacts with clients and serving them. This was surprising, one day I was in the office with a telephone, a week later, serving clients from home through nice.
All issues raised were studied by nice for resolution. We needed to adapt the business format, the business lines and they were all very well attended. In addition, unavailability events were rare, so the relationship was not so sought after.
As previously stated, I did not participate in the negotiation.
I suggest, as answered in the training tab, that the supplier could explain and explain more about the availability of the tool. As our company decided to opt for the home office, an event that brought nice to us, I understand that it was all very urgent, however, the partnership has lasted more than a year and I believe that materials explaining features or training in videos can be interesting.
No
  • The use of API
  • connect with your customers through more digital channels
  • O monitoramento em tempo real para canais digitais
  • Faster real-time update
  • More intuitive and faster dashboard
  • Inclusion of DDI in calls
No
No
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It helps the whole business operate.
  • Streamlined.
  • Clear quality.
  • It glitches too much when answering a call.
It is well suited for answering calls.
Contact Center Software (13)
56.153846153846146%
5.6
Agent dashboard
90%
9.0
Validate callers
80%
8.0
Outbound response
70%
7.0
Call forwarding
70%
7.0
Click-to-call (CTC)
70%
7.0
Warm transfer
90%
9.0
Predictive dialing
40%
4.0
Interactive voice response
50%
5.0
REST APIs
50%
5.0
Call scripts
10%
1.0
Call tracking
30%
3.0
Multichannel integration
40%
4.0
CRM software integration
40%
4.0
Workforce Optimization (WFO) (9)
27.77777777777778%
2.8
Inbound call routing
40%
4.0
Omnichannel inbound routing
40%
4.0
Recording
20%
2.0
Quality management
30%
3.0
Call analytics
30%
3.0
Historical reporting
30%
3.0
Live reporting
30%
3.0
Customer surveys
20%
2.0
Customer interaction analytics
10%
1.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Helped complete sales calls.
My dashboard helps a lot with tracking.
Sometimes glitchy.
Slow to update.
No
400
Support, supervisors, front line, all use this. I am unsure how many use it exactly. It does not give me many issues, things run a little smoother than they have in the past. There are however too many non specific skills that are easily confused for new agents and this causes unnecessary escalations and stress.
1
  • Call other agents.
  • Confirm policy with supervisor.
  • Contact airline for policy.
  • Contact support for penalties.
  • Saving some outbound numbers as contacts.
  • Using the email system.
  • The tracking.
  • Additional tracking.
  • The stats need to be cleaned up.
  • Easier company communication for support.
The quality is pretty clear despite who I am speaking with, I have very few errors with this site. I like the tracking that the dashboard has to offer me. I can watch the call counts and manage my own time better depending on the volume of calls to agents.
  • Implemented in-house
Yes
Change management was a big part of the implementation and was well-handled
  • Everyone getting on the same page.
  • Online training
  • in-person training
  • no training
No
Yes
No, I cannot because it is hard to reach the tech support team.
  • Call transfer.
  • Dashboard.
  • Muting and holding cars.
  • Calling out of system.
  • Calling internationally.
  • Disposition freezing.
CALLS DROP SOMETIMES
  • Javascript widgets
No
No
No
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use NICE inContact CXone for call center workforce optimization. This tool is being used by the call center group in our organization. The business problems that are solved by this tool include call/chat routing and managing all queues. NICE inContact CXone helps us to manage all queues efficiently and effectively.
  • This tool is very handy and useful for quick skill changes and managing a high number of skills in business.
  • You can use it from an open network and it's web-based.
  • It's easy to use for anyone.
  • Its help section is easy to access and works accordingly.
  • It is very user friendly.
  • It should allow real-time skill changes at the campaign level.
  • Supervisor dashboard could be more user friendly.
  • It should have easy to use scripts for real-time skill changes.
As it is a web-based workforce management tool, it helps us to adjust the required changes on the go. We could use some customized reporting options that match with other tools in the market, such as CMS AVAYA, etc. It should have an integration option to move existing data from tools like NICE IEX, etc. This would help in forecasting and scheduling.
Contact Center Software (13)
75.38461538461539%
7.5
Agent dashboard
70%
7.0
Validate callers
80%
8.0
Outbound response
80%
8.0
Call forwarding
80%
8.0
Click-to-call (CTC)
80%
8.0
Warm transfer
80%
8.0
Predictive dialing
60%
6.0
Interactive voice response
80%
8.0
REST APIs
70%
7.0
Call scripts
80%
8.0
Call tracking
80%
8.0
Multichannel integration
70%
7.0
CRM software integration
70%
7.0
Workforce Optimization (WFO) (9)
76.66666666666667%
7.7
Inbound call routing
90%
9.0
Omnichannel inbound routing
80%
8.0
Recording
80%
8.0
Quality management
80%
8.0
Call analytics
70%
7.0
Historical reporting
70%
7.0
Live reporting
70%
7.0
Customer surveys
80%
8.0
Customer interaction analytics
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • So far, positive impact
  • Easy to use
We have created customized reports and dashboards. We have created skills, campaigns, and IVR structure with NICE inContact CXone.
NICE inContact CXone is easy to use, with a nice help section. It is a web-based tool, which helps us use it on the go and across all systems.
Some of the dashboards and reports are excellent, but there is a lot of scope to improve on the reporting side of this tool. It should have a real-time refresh rate for almost all reports, whereas 40% of the reports work with a lag of 2-6 hours which defeats the purpose of real-time actions that could be taken.
Yes
We used to use "interactive intelligence" for WFM needs. NICE inContact CXone offers a lot of capabilities that were lacking in ININ.
Adobe Acrobat DC, Oracle CX Service (formerly Oracle Service Cloud), SAP Business ByDesign
Workforce management team
10
NIC trained resources which can help all users
  • WFM realtime
  • Quality
  • reporting
  • call/chat routing
  • IVR management
  • using it for IVR management
  • screen capturing
  • quality control
  • we want to use it for other channels like chat
  • Social media
  • emails
we like the tool very much and have most of the capabilities to meet our organization requirements
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Analyst Reports
will review all the used cases and do market research again
  • Implemented in-house
Yes
Change management was a small part of the implementation and was well-handled
  • Nothing much
It was easy to implement and intigrate
  • Online training
  • in-person training
Nice trainer from NIC
good stuff available online help section
yes it can be learnt withouth training with the help of online stuff available
easy to configure
Nothing much
Some - we have done small customizations to the interface
Some - we have added small pieces of custom code
basis our company requirement we made the changes
There was a downtime happened at my organization and support team was there to help quickly and efficiently
  • Some reports are excellent
  • Web based tool help to use it on go
  • creating customized reports little tricky
  • nice iex
  • quality tool
  • oracle service cloud
  • File import/export
  • Single Signon
nothing much, its easy
NA
NA
No
  • optimal use of resources
  • suggested reporting and dashboard changes
No
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