NICE inContact

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Free Demo Visit Website

Who Uses NICE inContact?

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?

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 Details

NICE inContact

https://www.niceincontact.com

Founded 1997

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NICE inContact pricing overview

NICE inContact does not have a free version. NICE inContact paid version starts at US$100.00/month.

Starting Price

US$100.00/month

Free Version

No

NICE inContact deployment and support

Support

  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Windows (On-Premise)
  • Linux (On-Premise)

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation
  • Videos

NICE inContact Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Answering Machine Detection
  • Auto-Dialer
  • Automatic Call Distribution
  • CRM
  • Call Centre Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer Database
  • Data Import/Export
  • IVR / Voice Recognition
  • Integrations Management
  • Interaction Tracking
  • Lead Capture
  • Lead Management
  • Live Chat
  • Local Caller ID
  • Monitoring
  • Multi-Channel Communication
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Text to Speech
  • Third Party Integrations
  • Voice Mail

View full list of Auto Dialer Software

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Auto-Dialer
  • Automatic Call Distribution
  • Blended Call Centre
  • CRM
  • Call Centre Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Email Management
  • IVR / Voice Recognition
  • Inbound Call Centre
  • Interaction Tracking
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Centre
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Third Party Integrations
  • Voice Mail
  • Workflow Management

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  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Notifications
  • Archiving & Retention
  • Auto-Dialer
  • Automatic Call Distribution
  • CRM
  • Call Centre Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Tagging
  • Call Tracking
  • Call Transcription
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Event Triggered Actions
  • File Transfer
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • On-Demand Recording
  • Performance Management
  • Performance Metrics
  • Predictive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Recording
  • Reporting & Statistics
  • SMS Messaging
  • Scheduled Recording
  • Tagging
  • Third Party Integrations
  • Voice Mail

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  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Notifications
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  • Automated Routing
  • Automatic Call Distribution
  • CRM
  • Call Centre Management
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer History
  • Customisable Reports
  • Data Import/Export
  • Email Management
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Performance Management
  • Predictive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Third Party Integrations
  • Voice Mail
  • Workforce Management

View full list of Contact Centre Software

  • API
  • Activity Tracking
  • Alerts / Escalation
  • Appointment Management
  • Auto-Responders
  • Calendar Management
  • Call Centre Management
  • Call Routing
  • Communication Management
  • Contact Database
  • Contact Management
  • Customer Database
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customisable Forms
  • Customisable Templates
  • Data Import/Export
  • Drag & Drop
  • Email Management
  • Employee Management
  • Engagement Analytics
  • Event Triggered Actions
  • Inbox Management
  • Knowledge Base Management
  • Live Chat
  • Multi-Channel Communication
  • Multiple User Accounts
  • Performance Management
  • Performance Metrics
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Rules-Based Workflow
  • SMS Messaging
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Template Management
  • Third Party Integrations
  • Virtual Assistant
  • Voice Mail
  • Workflow Management

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  • Access Controls/Permissions
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  • Applicant Tracking
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  • Attendance Management
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  • Benefits Management
  • Calendar Management
  • Compensation Management
  • Compliance Management
  • Configurable Workflow
  • Customisable Branding
  • Customisable Reports
  • Customisable Templates
  • Data Import/Export
  • Document Management
  • Document Storage
  • Employee Database
  • Employee Management
  • Employee Onboarding
  • Employee Portal
  • Employee Profiles
  • Employee Self Service
  • HR Management
  • Job Application Management
  • Learning & Development
  • Leave Tracking
  • Onboarding
  • Payroll Management
  • Performance Appraisal
  • Performance Management
  • Real Time Reporting
  • Recruitment Management
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Self Service Portal
  • Sick Leave Tracking
  • Succession Planning
  • Third Party Integrations
  • Time & Attendance
  • Time Off Management
  • Time Off Requests
  • Timesheet Management
  • Training Management
  • Vacation/Leave Tracking
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  • Alerts / Escalation
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  • Chat/Messaging
  • Client Portal
  • Customer Database
  • Customer History
  • Customisable Branding
  • Customisable Forms
  • Customisable Reports
  • Customisable Templates
  • Customizable Fields
  • Data Import/Export
  • Document Storage
  • Email Management
  • Email Templates
  • Feedback Management
  • Help Desk Management
  • IT Asset Management
  • Interaction Tracking
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Macros/Templated Responses
  • Monitoring
  • Multi-Channel Communication
  • Network Monitoring
  • Performance Metrics
  • Prioritisation
  • Real Time Notifications
  • Real-Time Chat
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Social Media Integration
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Third Party Integrations
  • Ticket Management
  • Workflow Configuration
  • Workflow Management

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  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer History
  • Customisable Reports
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multiple Scripts
  • Phone Key Input
  • Predictive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Reporting & Statistics
  • SMS Messaging
  • Survey/Poll Management
  • Surveys & Feedback
  • Text to Speech
  • Third Party Integrations
  • Voice Customisation
  • Voice Mail

View full list of IVR Software

  • API
  • Activity Dashboard
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  • CRM
  • Call Centre Management
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  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Campaign Specific Caller ID
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Email Management
  • FCC Compliance
  • FTC Compliance
  • IVR / Voice Recognition
  • Interaction Tracking
  • Lead Capture
  • Lead Management
  • List Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Predictive Dialer
  • Progressive Dialer
  • Real Time Analytics
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  • Third Party Integrations
  • Voice Mail

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  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Campaign Management
  • Categorisation/Grouping
  • Chat/Messaging
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Customer Experience Management
  • Customer Service Analytics
  • Customisable Reports
  • Data Security
  • Email Alerts
  • HIPAA Compliant
  • IVR / Voice Recognition
  • Language Detection
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Natural Language Processing
  • Performance Management
  • Performance Metrics
  • Predictive Analytics
  • Predictive Dialer
  • Quality Assurance
  • Real Time Analytics
  • Reporting & Statistics
  • Request Assignment
  • Sales Trend Analysis
  • Search/Filter
  • Self Service Portal
  • Self-Service Search
  • Sentiment Analysis
  • Speech-to-Text Analysis
  • Surveys & Feedback
  • Tagging
  • Third Party Integrations
  • Visual Analytics

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  • Activity Dashboard
  • Activity Tracking
  • Auto-Dialer
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  • CRM
  • Call Centre Management
  • Call Disposition
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  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Chat/Messaging
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Customisable Reports
  • Help Desk Management
  • Hotkeys
  • IVR / Voice Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Multiple Parties
  • Open Database Design
  • Predictive Dialer
  • Purchasing & Receiving
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Reporting/Analytics
  • SMS Messaging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Video Conferencing
  • VoIP
  • VoIP Connection
  • Voice Mail

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  • Budgeting/Forecasting
  • Calendar Management
  • Clock In / Out
  • Compliance Management
  • Compliance Tracking
  • Contractor Management
  • Customisable Reports
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Employee Database
  • Employee Management
  • Employee Onboarding
  • Employee Scheduling
  • Employee Self Service
  • Employee Time Tracking
  • Labor Forecasting
  • Leave Tracking
  • Monitoring
  • Online Time Clock
  • Payroll Management
  • Performance Management
  • Performance Metrics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Recruitment Management
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Shift Swapping
  • Sick Leave Tracking
  • Skills Tracking
  • Third Party Integrations
  • Time & Attendance
  • Time Off Management
  • Time Off Requests
  • Timesheet Management
  • Vacation/Leave Tracking
  • Variable Workforce
  • Workflow Management

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NICE inContact Reviews for UK Users

Read all reviews

Overall rating

4.2/5
From 456 users reviews

Average score

Ease of Use 4.2
Customer Service 3.9
Features 4.1
Value for Money 4

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Travis G.
Senior Sales Engineer
Computer Software, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    4 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 27/10/2020

"Swiss Army Knife"

Comments: They are a fair and firm company that says what they will do, and they do what they say.

Pros: There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Cons: I wish that there were sentiment analysis for the SMS side of the omnichannel.

  • Reviewer Source 
  • Reviewed on 27/10/2020
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
Rakesh M.
Sr. Enterprise Architect
Insurance, 10,000+ 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 10/04/2021

"Perfect for IVR integration"

Comments: Overall this has been a pretty good software upgrade since it integrates with all the other NICE products and the support is amazing.

Pros: This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience. Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.

Cons: There are couple of features that might need some improvement like the reporting functionality and generating reports. It would be nice if there are some other features included in the price like SMS and chat.

  • Reviewer Source 
  • Reviewed on 10/04/2021
Carlos C.
CEO
Computer Software, 51-200 Employees
Used the Software for: 1-5 months
  • Overall Rating
    1 /5
  • Ease of Use
    1 /5
  • Features & Functionality
    2 /5
  • Customer Support
    1 /5
  • Value for Money
    1 /5
  • Likelihood to Recommend
    Unrated
  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 07/02/2017

"BUYER BEWARE: Make sure your read the fine print on contract and confirm 100% that the features you want do not have hidden costs"

Comments: I spent a long time researching software solutions in the industry to create a full integration with our software platform. During the sales process, the sales person made statements that were not accurate. I was led into believing my costs would be constant per user and it turned out to be a lie.
Upon our launch, we had scheduled to bring out their training staff to help train our employees. They sent someone who sat in our office for 2 days and was not able to help anyone. This person actually left early while he was there and every question that was asked, he did not have a response. He would have to call someone else.
After we signed our contract, everything turned into $$$$ for this, $$$ for that.
I have never felt so deceived in my life. The sales person even used the fact that he was having a child to coerce me to sign the contract with his relentless approach. I should have sniffed this out during the sales process.
While they have some features that are nice, everything has started to unravel. I lost a client because of the number of dropped calls that they have had.
When we were first launched, there were countless issues with the configuration that caused us to lose calls, voicemails and essentially tarnished our image to our clients.
It was very clear that no one understood what I was sold because I have been around nearly every department possible at that company. Reseller, Affiliate, you name it.
The most disturbing part of all of this was the convenient negligence from their sales team that I could get the same exact thing I was being sold by going through Ring Central directly. The sales person knew EXACTLY what I wanted. I was crystal clear because I knew this would be a problem. I am just warning you to make sure you are VERY careful with the purchase of this product.
Don't be fooled by 90% off discounts on their contracts. It just lures you in and then they will nickel and dime you for every little thing.

Pros: Gives the flexibility to write you own scripts, if you have the knowledge to do so. Otherwise, you are paying.

Cons: Too long and complicated to set up
Too many random issues that we had to figure out ourselves
No mobile solution
SMS support is too pricey.

  • Reviewer Source 
  • Source: SoftwareAdvice
  • Reviewed on 07/02/2017
Verified Reviewer
Service Desk Analyst II
Information Technology & Services, 10,000+ Employees
Used the Software for: 6-12 months
  • Overall Rating
    4 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    5 /5
  • Customer Support
    3 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    6/10
  • Reviewer Source 
  • Reviewed on 25/02/2021

"How "Nice" of You to Read My "inContact" Review!!"

Comments: I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.

Pros: I most enjoy the ability to utilize the platform how you best see fit. It's very easy to customize to your specific preference and that helps a lot with being organized.

Cons: I dislike the recurring instances of the platform 'dropping' and me having to restart my computer before being able to sign back in and start working again.

  • Reviewer Source 
  • Reviewed on 25/02/2021
Read all 456 reviews

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