NICE inContact CXone Reviews

30 Ratings
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Score 7.8 out of 100

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Reviews (1-3 of 3)

Kevin Lintner | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

7
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.
Read Kevin Lintner's full review
Anonymous | TrustRadius Reviewer
October 28, 2019

Great Product

Score 9 out of 10
Vetted Review
Verified User
Review Source

Support

8
Customer service, for the most part, has been pretty helpful, but occasionally they jump to conclusions without letting you finish.
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Feature Scorecard Summary

Agent dashboard (5)
8.8
Validate callers (4)
8.3
Outbound response (3)
7.3
Call forwarding (3)
9.1
Click-to-call (CTC) (3)
8.0
Warm transfer (4)
7.9
Predictive dialing (3)
7.7
Interactive voice response (3)
9.7
REST APIs (3)
9.7
Call scripts (3)
9.0
Call tracking (5)
9.2
Multichannel integration (3)
8.4
CRM software integration (3)
9.4
Inbound call routing (5)
9.2
Omnichannel inbound routing (4)
8.8
Recording (5)
7.9
Quality management (5)
7.5
Call analytics (5)
8.0
Historical reporting (5)
8.0
Live reporting (5)
7.3
Customer surveys (4)
9.3
Customer interaction analytics (3)
8.4

About NICE inContact CXone

NICE inContact offers a complete cloud contact center solution in the NICE inContact CXone platform (formerly inContact Cloud Contact Center), designed to help organizations around the world improve their customer experience with a unified suite of omnichannel routing, workforce optimization, analytics, and voice as a service – delivered on an enterprise-grade open cloud platform. In addition to tools tailored specifically for enterprises, NICE inContact CXOnes offers a small-business-focused solution as well.

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

Has featureAutomatic Call Distribution (ACD)
Has featureInteractive Voice Response (IVR)
Has featureAnalytics & Reporting
Has featureOpen Cloud Platform
Has featureOmnichannel Routing
Has featureVoice as a Service
Has featurePredictive Dialer

NICE inContact CXone Competitors

NICE inContact CXone Technical Details

Operating Systems: Unspecified
Mobile Application:No