NICE CXone (formerly NICE inContact) Reviews

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511 Ratings
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Score 8.3 out of 100

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TrustRadius Top Rated for 2021

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Reviews (1-15 of 15)

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May 28, 2021
Sara Sutton | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
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Likelihood to Renew

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.
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November 20, 2020
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Likelihood to Renew

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.
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January 24, 2014
Justin Sarni | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
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Likelihood to Renew

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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November 16, 2013
Alan Bainbridge | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

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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November 06, 2013
Pamela Fox | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

Our Company has been using the Attensity product for many years. While cost is always a factor in the renewal decision, we feel that this tool is one of the best on the market.
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January 25, 2014
Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

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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November 16, 2013
Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Review Source

Likelihood to Renew

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 (329)
Validate callers (273)
Outbound response (281)
Call forwarding (255)
Click-to-call (CTC) (222)
Warm transfer (308)
Predictive dialing (171)
Interactive voice response (207)
REST APIs (169)
Call scripts (175)
Call tracking (296)
Multichannel integration (195)
CRM software integration (205)
Inbound call routing (300)
Omnichannel inbound routing (206)
Recording (290)
Quality management (274)
Call analytics (284)
Historical reporting (278)
Live reporting (261)
Customer surveys (155)
Customer interaction analytics (166)

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.