NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) Reviews

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Reviews
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Kevin Lintner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
October 28, 2019

Great Product

Score 9 out of 10
Vetted Review
Verified User
Review Source
Customer service, for the most part, has been pretty helpful, but occasionally they jump to conclusions without letting you finish.

NICE CXone (formerly NICE inContact) Scorecard Summary

Feature Scorecard Summary

Contact Center Software (13)
81%
8.1
Agent dashboard (373)
83%
8.3
Validate callers (312)
83%
8.3
Outbound response (322)
82%
8.2
Call forwarding (292)
84%
8.4
Click-to-call (CTC) (259)
85%
8.5
Warm transfer (347)
85%
8.5
Predictive dialing (201)
74%
7.4
Interactive voice response (237)
80%
8.0
REST APIs (194)
78%
7.8
Call scripts (203)
80%
8.0
Call tracking (336)
83%
8.3
Multichannel integration (228)
79%
7.9
CRM software integration (237)
79%
7.9
Workforce Optimization (WFO) (9)
83%
8.3
Inbound call routing (339)
85%
8.5
Omnichannel inbound routing (236)
82%
8.2
Recording (331)
85%
8.5
Quality management (313)
85%
8.5
Call analytics (323)
84%
8.4
Historical reporting (314)
83%
8.3
Live reporting (294)
84%
8.4
Customer surveys (182)
79%
7.9
Customer interaction analytics (192)
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.