NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) Reviews

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October 19, 2021

Laurentino's review

Dailson Laurentino | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I believe that NICE CXone (formerly inContact) is very usable because it fulfills many different necessities which are essential in the work environment. It is very versatile in the offerings and functionalities it provides to all users who get to work using NICE CXone. Also, NICE CXone is very easy to use, requiring little training to use effectively.
Score 10 out of 10
Vetted Review
Verified User
Review Source
There are a few options that are really hard to find if you do not know the jargon or what exactly you are looking for. The first week using [NICE CXone (formerly NICE inContact)] I had to look for some options in every single menu in order to find what I was looking for, but after a few days I was able to familiarize with it.
October 21, 2021

NICE CXone Review

Don Destura | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It satisfies our need for softphone. while working remotely, I don't need to configure my home phone to integrate with Nice. It serves its purpose of real time talk with customer and Sales team, when something urgent is needed. It also saves time the need to wait for response when you can get the answer right away.
Vinicius Leite | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Score 10 out of 10
Vetted Review
Verified User
Review Source
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
Score 10 out of 10
Vetted Review
Verified User
Review Source
NICE [CXone (formerly NICE inContact)] is a great and safe tool for the entire company, but it still needs some adjustments like not needing to put the country code before every call, but putting everything together, NICE [CXone] surpassed expectations.
June 17, 2021

How nice NICE IS!

Score 9 out of 10
Vetted Review
Verified User
Review Source
I give [NICE CXone (formerly NICE inContact)] a nine out of ten because it is super fast, very reliable and very organized. With NICE i am able to easily contact my clients and help them with applications or any questions they have. NICE [CXone] also lets you know how many callers are in the queue so you can be prepared.
Score 9 out of 10
Vetted Review
Verified User
Review Source
In general, it is very useful for our job performance, however, I feel it needs more features such as a mobile-first design. [In my experience] If you try to log into a mobile device it the user interface is not pretty at all and impossible to work with.
Score 10 out of 10
Vetted Review
Verified User
Review Source
NICE CXone (formerly NICE inContact) is being used on a daily basis, we have a lot of customization options, is a very flexible, easy to use this program literally in all the places inside our company[.] This is our production softphone and manager to analyze data from our collaborators. It's very satisfying to work with this website as this makes your life easier.
Martin Lara | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Having a cloud based platform to work with, like NICE CXone, adds a ton of flexibility to our technical staff. We can build almost anything we want. Our call centers are not only enjoying the flexibility but are now getting creative with how they want to manage the call center.
June 11, 2021

Excellent Program!

Score 10 out of 10
Vetted Review
Verified User
Review Source
It is incredibly easy to use, I was able to navigate through the system effectively on my first day. Its very user friendly in allowing easy contact of different agents, giving us a specific call log, and helping us keep track of our daily schedules.
June 08, 2021

Practicality

Score 10 out of 10
Vetted Review
Verified User
Review Source
NICE is very practical [and] easy to use, but as not everything is perfect, I believe that some adjustments are needed on the platform as it leaves the links muted and drops links.
Score 10 out of 10
Vetted Review
Verified User
Review Source
NICE is very fast, practical and agile. I really like NICE because we who work with the call center are always getting in touch with the customer and NICE makes this a lot easier, as calls do not drop or fail, making our work much more efficient and effective.
Score 8 out of 10
Vetted Review
Verified User
Review Source
NICE CXone (formerly NICE inContact) is clear to understand and see what is happening in one general spot. It would benefit if there was a reporting option with the callers being transcribed instead of just hearing. But overall this is very helpful in day-to-day use. It is very user-friendly.

NICE CXone (formerly NICE inContact) Scorecard Summary

Feature Scorecard Summary

Contact Center Software (13)
81%
8.1
Agent dashboard (379)
83%
8.3
Validate callers (317)
83%
8.3
Outbound response (328)
82%
8.2
Call forwarding (295)
84%
8.4
Click-to-call (CTC) (264)
85%
8.5
Warm transfer (354)
85%
8.5
Predictive dialing (204)
74%
7.4
Interactive voice response (242)
80%
8.0
REST APIs (195)
78%
7.8
Call scripts (204)
80%
8.0
Call tracking (341)
83%
8.3
Multichannel integration (229)
79%
7.9
CRM software integration (238)
79%
7.9
Workforce Optimization (WFO) (9)
83%
8.3
Inbound call routing (345)
85%
8.5
Omnichannel inbound routing (241)
82%
8.2
Recording (336)
85%
8.5
Quality management (319)
85%
8.5
Call analytics (329)
84%
8.4
Historical reporting (319)
83%
8.3
Live reporting (301)
84%
8.4
Customer surveys (187)
79%
7.9
Customer interaction analytics (196)
80%
8.0

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

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 CXone (formerly NICE inContact) 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 (formerly NICE inContact) Screenshots

CXone MAX - Digital InboxCXone MAX - Native ChatCXone MAX - Facebook MessengerCXone MAX - Facebook MessengerCXone MAX - Customer ProfileCXone MAX - Agent SettingsChat ProfilesCXone MAX - Agent Skills & ProficienciesCXone MAX - Manager PermissionsConsolidated Administration

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

NICE CXone (formerly NICE inContact) Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUSA, Canada, Mexico, UK, Brazil, Japan, India, Western Europe, Australia, South America
Supported LanguagesEnglish, 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.