NICE inContact CXone Reviews

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Score 8.3 out of 100

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Reviews (1-9 of 9)

Justin Sarni | TrustRadius Reviewer
January 24, 2014

Attensity - so much potential, but fall short on providing value

Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

8
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
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Alan Bainbridge | TrustRadius Reviewer
November 16, 2013

Attensity (Flashback to 2011). Suggestions on structured & unstructured connection.

Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

5
In my current job we do not use Attensity. I work as an HR analyst we have all/most of the data we need as structured data. We have very little unstructured data. It would not be a good fit for our team.
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Anonymous | TrustRadius Reviewer
January 25, 2014

Attensity- Slow at the start, but has evolved into a good product

Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

9
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract.
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Anonymous | TrustRadius Reviewer
November 16, 2013

Is Attensity Respond Right for Your Brand?

Score 3 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

3
I gave this rating, because overall Attensity did not make the process of responding to a very engaged audience easier. The reason that we started using the tool was because we wanted to find a way to better manage the high volume of posts that were coming in, but in the end the tool actually ended up slowing us down. The biggest shortcoming for me was the fact that the tool was incredibly slow. The time that it would take to open a post, view the consumers ticket history, go look at the post natively, and finally respond or delete ended up taking longer than actually monitoring natively on Facebook or Twitter. Ultimately there were just too many issues with Attensity, and our team could not afford to waste the time it took to work with Attensity anymore.
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Feature Scorecard Summary

Agent dashboard (60)
8.3
Validate callers (47)
8.3
Outbound response (51)
7.1
Call forwarding (45)
8.1
Click-to-call (CTC) (37)
7.1
Warm transfer (61)
8.2
Predictive dialing (23)
7.9
Interactive voice response (42)
8.4
REST APIs (39)
8.6
Call scripts (45)
8.5
Call tracking (59)
8.6
Multichannel integration (35)
8.4
CRM software integration (40)
8.6
Inbound call routing (57)
9.0
Omnichannel inbound routing (32)
8.6
Recording (58)
8.3
Quality management (49)
8.1
Call analytics (51)
8.3
Historical reporting (55)
8.1
Live reporting (52)
7.6
Customer surveys (27)
8.8
Customer interaction analytics (25)
8.5

About NICE inContact CXone

​NICE inContact works with organizations of all sizes to create customer experiences that build deeper brand loyalty and relationships that last. With NICE inContact 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 inContact CXone 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 inContact CXone Screenshots

NICE inContact CXone Integrations

Oracle Service Cloud, ServiceNow, Zendesk, Bullhorn ATS & CRM, NetSuite, SAP CRM, Salesforce Lightning Platform (formerly Salesforce App Cloud), Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), Sugar Sell (SugarCRM)

NICE inContact CXone Competitors

Five9, Talkdesk, 8x8 Contact Center, Genesys PureConnect, Genesys Engage (formerly PureEngage), Avaya Call Center Elite (formerly Aura Call Center Elite), Genesys Cloud (formerly PureCloud)

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 inContact CXone Support Options

 Free VersionPaid Version
Email
Phone
Live Chat
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

NICE inContact CXone 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.