--- description: Review of NiCE CXone Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: NiCE CXone | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Customer Satisfaction Software](/directory/4627/customer-satisfaction/software) > [NiCE CXone](/software/20067/nice-incontact-cxone-workforce) # NiCE CXone Canonical: https://www.softwareadvice.ie/software/20067/nice-incontact-cxone-workforce Page: 1 / 25\ Next: [Next page](https://www.softwareadvice.ie/software/20067/nice-incontact-cxone-workforce?page=2) > NiCE is a cloud-based platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement. With CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—all on one enterprise-scale platform. > > Verdict: Rated **4.2/5** by 582 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.2/5** | 582 Reviews | | Ease of Use | 4.2/5 | Based on overall reviews | | Customer Support | 4.0/5 | Based on overall reviews | | Value for Money | 4.1/5 | Based on overall reviews | | Features | 4.1/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: NiCE ## Commercial Context - **Starting Price**: US$110.00 - **Pricing model**: Per User (Free Trial) - **Target Audience**: 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Windows (On-Premise), Linux (On-Premise) - **Supported Languages**: Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, French, German, Greek, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Traditional Chinese - **Available Countries**: Anguilla, Argentina, Australia, Austria, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Bermuda, Bolivia, Brazil, Brunei, Bulgaria, Cambodia, Canada, Cayman Islands, Chile, China and 89 more ## Features - AI Copilot - AI/Machine Learning - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Archiving & Retention - Auto-Dialer - Automated Routing - Automated Scheduling - Automatic Call Distribution - Automatic Outbound Dialer - Autoresponders - Blended Call Centre - Budgeting/Forecasting - CRM - Call Centre Management - Call Disposition ## Integrations (36 total) - AnswerDash - Applango - Atos Suite - Bullhorn - CallVU - Cyara - DaaS - Dynamics 365 - Firefly - Haptik - HubSpot Content Hub - Inbenta - Ivinex CRM - Kustomer - Lightico ... and 21 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Customer Satisfaction Software](https://www.softwareadvice.ie/directory/4627/customer-satisfaction/software) ## Related Categories - [Customer Satisfaction Software](https://www.softwareadvice.ie/directory/4627/customer-satisfaction/software) - [Customer Engagement Software](https://www.softwareadvice.ie/directory/508/customer-engagement/software) - [Customer Communications Management Software](https://www.softwareadvice.ie/directory/4742/customer-communications-mngt/software) - [IT Ticketing Systems](https://www.softwareadvice.ie/directory/1630/it-ticketing/software) - [Telephony Software](https://www.softwareadvice.ie/directory/1710/computer-telephony-integration/software) ## Alternatives 1. [Sobot Nexus](https://www.softwareadvice.ie/software/524506/Sobot) — 4.9/5 (118 reviews) 2. [Ringover](https://www.softwareadvice.ie/software/120988/ringover) — 4.7/5 (890 reviews) 3. [LiveAgent](https://www.softwareadvice.ie/software/109980/liveagent) — 4.7/5 (1789 reviews) 4. [Amazon Connect](https://www.softwareadvice.ie/software/352892/amazon-connect) — 4.5/5 (96 reviews) 5. [HoduCC](https://www.softwareadvice.ie/software/95921/hoducc) — 4.6/5 (99 reviews) ## Reviews ### "Still a fan" — 4.0/5 > **DeSean** | *30 June 2025* | Design | Recommendation rating: 9.0/10 > > **Pros**: Ease of use, makes daily task easier. The ability to navigate systems, decreases work time. Ability to finish task in a timely manner > > **Cons**: Some times it seems complex. Would prefer multiple screen acces. Give the ability to work on several projects at once > > I still believe its a bonus for any company. Despite a few challenges, this system is still an all around win ----- ### "NICE CXone Product Review" — 4.0/5 > **Sergio** | *30 October 2024* | Telecommunications | Recommendation rating: 9.0/10 > > **Pros**: The product is flexible in its support of the various contact center workflows, from scripting in Studio, CXone WFM, Quality Management, and Analytics. Our TAM's have provided exceptional service and do a great job following up on open items. > > **Cons**: The technical support team. They sometimes fail to understand the issues, and I find myself repeating myself to several points of contact. Some features that we require are not available and can sometimes take a long time to implement or even assess whether or not it can be implemented. ----- ### "Have been using NICE inContact since 2009" — 5.0/5 > **Warren** | *25 June 2020* | Nonprofit Organisation Management | Recommendation rating: 9.0/10 > > **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. > > 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. ----- ### "Great organization" — 5.0/5 > **Amy** | *9 November 2016* | Nonprofit Organisation Management | Recommendation rating: 10.0/10 > > **Pros**: Stability and ability to integrate with our CRM software seamlessly. They have evolved over time and regularly release new features that enhance how we do business. > > **Cons**: Some of the software/products feel patched together from different partners. > > Products, service, and stability make inContact a unique and special telecom provider and business partner. We require 24 X 7 (365 days a year) support, and they do not let us down. They are in a constant state of evolution to keep your business relevant and current. ----- ### "Constant Service Issues, Terrible Customer Support" — 2.0/5 > **Steven** | *13 October 2016* | Recommendation rating: 0.0/10 > > **Pros**: Reports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting. > > **Cons**: - Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services > > While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes. The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault. For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility. The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help. Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid. The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service. As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal. ----- Page: 1 / 25\ Next: [Next page](https://www.softwareadvice.ie/software/20067/nice-incontact-cxone-workforce?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/20067/nice-incontact-cxone-workforce) ## This page is available in the following languages | Locale | URL | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | ----- ## Structured Data