About NICE CXone
NICE CXone pricing
NICE CXone does not have a free version but does offer a free trial. NICE CXone paid version starts at US$100.00/month.
Alternatives to NICE CXone
NICE CXone Reviews
Feature rating
- Industry: Facilities Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Great for a small call center
My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.
Pros
Mostly reliant software with great sound quality
Great call routing features and automation
Quality call recording options (useful for escalations or PIP)
Cost effective due to the entire company using the platform (may be expensive for smaller teams)
Cons
When system is down, missed calls are lost
System support can be slow at times
Reporting capabilities could be expanded (improved dashboards)
- Industry: Nonprofit Organisation Management
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Have been using NICE inContact since 2009
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.
Response from NICE inContact
Thanks for your feedback, Warren!
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
NICE for Me
I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and understanding.This is what gives me a pleasure to know that I can expect when I interact with the resources.
Pros
I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service.
Cons
Not much, but I would like to see additional training on areas like Studio.
- Industry: Hospitality
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Omnichannel, Multi-site, International Contact Center
InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).
Pros
InContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform.
Cons
We skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to.
Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication.
Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system.
Response from NICE inContact
Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams.
- Industry: Information Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Nonprofit that Highly Recommends NICE InContact
Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center. The team offers high-level customer service and support.
Pros
The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.
Cons
Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix.
