Who Uses NICE inContact CXone?

Contact centers in small, medium, enterprise and government organizations use NICE inContact CXone to deliver exceptional customer experiences across all channels digital and voice.

What Is NICE inContact CXone?

NICE inContact is the world's #1 cloud customer experience platform. Delivering omnichannel routing, analytics, workforce optimization, automation, and AI, CXone empowers organizations of all sizes to provide exceptional customer experiences.

NICE inContact CXone Details

NICE inContact

https://www.niceincontact.com

Founded 1997

NICE inContact CXone Pricing Overview

NICE inContact CXone does not have a free version and does not offer a free trial.

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Free Version

No

Free Trial

No

Deployment

Cloud, SaaS, Web

Training

In Person

Live Online

Webinars

Documentation

Support

24/7 (Live Rep)

Business Hours

Online

NICE inContact CXone Features

  • CRM
  • Call Disposition
  • Call Recording
  • Call Scheduling
  • Call Scripting
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer

View full list of Auto Dialer Software

  • Blended Call Centre
  • Call Logging
  • Call Recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Centre
  • Interactive Voice Response (IVR)
  • Manual Dialer
  • Outbound Call Centre
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

View full list of Call Centre Software

  • Archiving
  • Call Tagging
  • Distributed Call Recording
  • Event Triggered Recording
  • File Transfer
  • On-Demand Recording
  • Record & Playback ability
  • Scheduled Recording

View full list of Call Recording Software

  • Alerts / Escalation
  • Appointment Management
  • Call Centre Management
  • Email Management
  • Knowledge Base
  • Live Chat
  • Performance Metrics
  • Queue Management
  • Self Service Portal
  • Social Media Integration
  • Surveys & Feedback
  • Virtual Assistant
  • Workflow Management

View full list of Customer Service Software

  • Alerts / Escalation
  • Automated Routing
  • Call Centre Management
  • Customisable Branding
  • Document Storage
  • Email Integration
  • IT Asset Management
  • Interaction Tracking
  • Knowledge Base Management
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Ticket Management
  • Workflow Configuration

View full list of Help Desk Software

  • Call Centre
  • Call Logging
  • Call Recording
  • Call Routing
  • Multiple Scripts
  • Phone Key Input
  • Survey Management
  • Text to Speech
  • Voice Customisation
  • Voice Mail

View full list of IVR Software

  • Call Monitoring
  • Call Recording
  • Call Scheduling
  • Call Transfer
  • Campaign Management
  • Campaign Specific Caller ID
  • FCC Compliance
  • FTC Compliance
  • Lead Management
  • List Management

View full list of Predictive Dialer Software

  • Auto Dialer
  • Call Centre Management
  • Call Monitoring
  • Contact Management
  • IVR / Voice Recognition
  • Predictive Dialer
  • Reporting/Analytics
  • Telemarketing Management
  • VoIP

View full list of Telephony Software

  • Budgeting/Forecasting
  • Contractor Management
  • Employee Lifecycle Management
  • Employee Scheduling
  • Labor Forecasting
  • Performance Metrics
  • Recruitment Management
  • Skills Tracking
  • Time & Attendance Management
  • Variable Workforce

View full list of Workforce Management Software

NICE inContact CXone Alternatives

More NICE inContact CXone alternatives

NICE inContact CXone Reviews for UK Users

Showing 5 of 329 reviews

Overall
4.1/5
Ease of Use
4.1/5
Customer Service
3.8/5
Features
4/5
Value for Money
3.9/5
Ryan C.
IT Manager
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    5/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 19/05/2020

"Excellent VOIP Service"

Comments: We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.

Pros: I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.

Cons: The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.

Vendor Response

by NICE inContact on 01/07/2020

We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.

  • Reviewer Source 
  • Reviewed on 19/05/2020
Warren J.
Telecom Product Engineer
Nonprofit Organization Management, 1,001-5,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    5/5
  • Ease of Use
    4/5
  • Features & Functionality
    5/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 25/06/2020

"Have been using NICE inContact since 2009"

Comments: My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

Pros: I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Cons: In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

Vendor Response

by NICE inContact on 01/07/2020

Thanks for your feedback, Warren!

  • Reviewer Source 
  • Reviewed on 25/06/2020
Miles D.
Director of Support
Computer Software, 51-200 Employees
Used the Software for: 1+ year
  • Overall Rating
    3/5
  • Ease of Use
    2/5
  • Features & Functionality
    2/5
  • Customer Support
    1/5
  • Value for Money
    2/5
  • Likelihood to Recommend
    4/10
  • Reviewer Source 
  • Reviewed on 11/03/2020

"Terrible Onboarding Experience"

Comments: It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.

Pros: Up time is good, WFM integration with the basic telephony is nice.

Cons: The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later. When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.

Vendor Response

by NICE inContact on 08/04/2020

Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at [email protected]

Thanks so much for your feedback.

  • Reviewer Source 
  • Reviewed on 11/03/2020
Emily M.
VP Contct Centers
Hospitality, 10,000+ Employees
Used the Software for: 2+ years
  • Overall Rating
    4/5
  • Ease of Use
    5/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    4/5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 21/05/2020

"InContact Review"

Pros: Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Cons: Analytics are hard to use and are not accurate based on what I know.
InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months.
We need additional widgets in the dashboard but can't get them.

Vendor Response

by NICE inContact on 01/07/2020

Thanks for your detailed review, Emily!

  • Reviewer Source 
  • Reviewed on 21/05/2020
Shelly W.
3M Global Admin
Telecommunications, 10,000+ Employees
Used the Software for: 1+ year
  • Overall Rating
    4/5
  • Ease of Use
    3/5
  • Features & Functionality
    4/5
  • Customer Support
    5/5
  • Value for Money
    5/5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 12/12/2019

"Dec.2019_3M_US_Admin_Support_inContact"

Comments: Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience

Pros: The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support. Our TAM is amazing & knows her stuff. Reports are capable of great detail

Cons: Because of the open structure to access so much detail, it takes time to analyze what everything means. The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem. We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.

Vendor Response

by NICE inContact on 06/01/2020

We're so happy to hear about your great experience! Thank you, Shelly!

  • Reviewer Source 
  • Reviewed on 12/12/2019