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NICE CXone OverviewUNIXBusinessApplication

NICE CXone is #1 ranked solution in top Workforce Engagement Management tools, top IVR Systems, and top Contact Center as a Service (CCaaS) tools. IT Central Station users give NICE CXone an average rating of 10 out of 10. NICE CXone is most commonly compared to Genesys Cloud:NICE CXone vs Genesys Cloud. The top industry researching this solution are professionals from a computer software company, accounting for 27% of all views.
What is NICE CXone?

​NICE (formerly NICE inContact) works with organizations of all sizes to create customer experiences that build deeper brand loyalty and relationships that last. With NICE CXone, a complete cloud customer experience platform, the vendor combines Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, to enable an exceptional agent and customer experience—every time and on every channel.

NICE is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.

- Industry’s best-published SLA of 99.99%

- Industry’s only guaranteed voice SLA

- 390,000+ cloud contact center agents

- 150+ countries

- 85 of Fortune 100 customers

    Overall, NICE's platform and solutions combine contact center software with a national connectivity network of phone and Internet. Based in Salt Lake City, Utah, Nice inContact also operates an international headquarters in London, as well as the Philippines.

    NICE CXone is also known as NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy.

    NICE CXone Buyer's Guide

    Download the NICE CXone Buyer's Guide including reviews and more. Updated: November 2021

    NICE CXone Customers

    MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

    NICE CXone Video

    NICE CXone Reviews

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    reviewer1312371
    Customer Service Manager at a consumer goods company with 51-200 employees
    Real User
    Top 10Leaderboard
    Enables us to have full visualization on all metrics and to manage and staff our center as necessary

    Pros and Cons

    • "I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
    • "I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."

    What is our primary use case?

    Our primary use case is for ACD/IVR - we have five brands that we manage customer support for and the ACD allows us to separate out contacts for all of the different brands to provide a better customer experience for that brand but also allows us to have all of the reporting and metrics in one place. QM - prior to implementing this system, we had no way of doing quality management since we had no call recordings and no good way to generate/track QM.  WFM has also helped immensely. Previously, our team was taking scheduled breaks all at the same time with the rest of the organization, however, thanks to WFM, we have been able to change that and show the team the importance of staggering breaks and sticking to the schedule.

    How has it helped my organization?

    NICE CXone has had a HUGE impact on our contact center. It took us from a place where we had no visualize on contact volumes, handle times, ASA, etc. to a place where we have full visualization on all metrics and can manage and staff our center as necessary. It also enabled us to put in place efficiencies that led to more cost-effective staffing. We previously had no automated call routing, no accountability for agents on their KPIs or metrics. Now we have full view of all metrics, even the agents enjoy being able to know their metrics and track their progress.

    What is most valuable?

    I have found the ease of use of the ACD to be most valuable along with the inView dashboard. It is so easy to manage your own call routing without needing to be a developer, and great service resources on hand when you can't figure it out on your own. inView has been such a great tool and is used all day every day to track live data of everything happening in our call center. We have boards for the agents to view, supervisors, managers and even the executive team. Each group loves having the ability to check at a glance to see what they need to see to gauge where the day is at.

    What needs improvement?

    I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific. The ACD/QM reporting and the dashboards inside of CXOne are a little clunky and hard to navigate compared to the inView reports and dashboards. The inView dashboards have so many options and drilling methods, it would be great to combine that directly with CXone to be able to drill into actual contacts, which is the strength that the CXOne dashboards do have going for them.

    For how long have I used the solution?

    1.5 years

    What do I think about the stability of the solution?

    The system is very stable. We rarely have any glitches, but the service team communicates any services ASAP and then sends out notifications every 15 minutes with updates until the issue is resolved, but that is rarely needed and we are rarely impacted by the disruptions.

    What do I think about the scalability of the solution?

    This system is highly scalable. We have a small team, but I am very confident in the ability of the system to scale, no questions asked.

    How are customer service and technical support?

    I love the customer service/technical support that I receive! They are always available, quick to respond and quick to resolve any questions or concerns that I have.

    Which solution did I use previously and why did I switch?

    We previously used a very basic version of Mitel. It was not their CCaaS, just basically a phone hunt group. Calls would round-robin until somebody picked it up, sometimes leading to a 20 minute wait time before somebody answered. Emails were not tracked at all and were in a system that didn't tie into the phones and there was no chat support. By switching, we were able to tie all of these together and build in major efficiencies and an overall much better customer experience.

    How was the initial setup?

    It was very straightforward, we worked with a third party implementation group and they were fabulous and so easy to work with. They did great at dumbing down the developer and coding lingo to terms that we could understand and navigate through the setup.

    What about the implementation team?

    We used a vendor team, Customer Dynamics, and they were terrific! Great communication, easy to work with, and always on top of the workload. High level of expertise.

    What was our ROI?

    Our ROI for our small team has been over $200,000 in the first full year of using the system.

    What's my experience with pricing, setup cost, and licensing?

    Make a list of what you are looking for in a system. Pick 3 or 4 features that are an absolute must-have. Then build a comparison chart to fill out while you are having demos of the different products that you evaluating. Rate each line for each platform that you are seeing and at the end, consider the total score of the platform along with the recurring costs of the platform and setup costs to help determine what meets your needs and your budget.

    Which other solutions did I evaluate?

    Yes, we evaluated Mitel, Genesys, Aspect, Zentalk.

    What other advice do I have?

    We have absolutely loved this platform. The implementation team was awesome and the ongoing service and support is phenomenal. I can look in the knowledge base for answers to my questions, jump on a quick chat or reach out to the technical account managers, but I always get quick responses to any question that I have. They also communicate all updates or service disruptions in a quick and informative manner, I never feel like I am in the dark about what is going on with the system.

    Which deployment model are you using for this solution?

    Public Cloud
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    reviewer1314576
    Service Level Supervisor at a comms service provider with 51-200 employees
    Real User
    Top 10Leaderboard
    Keeps my opened programs down to a minimum which is a time saver

    Pros and Cons

    • "It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."
    • "I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."

    What is our primary use case?

    I use this everyday for my job. I am a supervisor so i need to be able to keep my eye on things and make sure everything is going according to schedule. With NICE inContact, I am able to watch all of my coworkers and direct each one to what task they need to be doing. Giving the okay to break or lunch and seeing who is on the phone, this is all simpler and possible thanks to the "Agent List" that we have set up on our NICE inContact dashboard. You can have as many dashboards as you need. Each person can have their own or you can all use the same one, whatever works best for your company.

    How has it helped my organization?

    It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum. 

    What is most valuable?

    The dashboard: It can keep an eye on more then one thing at once, which makes my job a little less stressful. I have many sections open everyday: Agent List, Call/Contact List, Service Level, and Queue Counter. The wonderful thing about this is that you can have as many or as few things on your dashboard as you want. You can adjust it to how you want and what makes it easier for you. I also like that there is a option to use an integrated Softphone. If you do not have a actual phone to use, this is very helpful. 

    What needs improvement?

    I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended. 

    For how long have I used the solution?

    Three years.

    What do I think about the stability of the solution?

    Stability-wise, it is a 10 out of 10. I have never in three years been unable to do my job because of NICE inContact not working.

    What do I think about the scalability of the solution?

    It is simple to change your settings to what you need/want them to be.

    How are customer service and technical support?

    I personally have never had to reach out to their customer service or technical support.

    Which solution did I use previously and why did I switch?

    I have not used another platform. 

    How was the initial setup?

    I did not do this part.

    What about the implementation team?

    I was not part of this process.

    What's my experience with pricing, setup cost, and licensing?

    This is not something that I take care of for my company.

    Which other solutions did I evaluate?

    I was not in charge of making the switch. My company started using NICE inContact before i started working here.

    What other advice do I have?

    If you are wondering if you or your company should use NICE inContact, I would suggest reaching out to them and asking for a demonstration. Totally worth it! It is super simple to use.

    Which deployment model are you using for this solution?

    Private Cloud

    If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

    Other
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: November 2021.
    552,695 professionals have used our research since 2012.
    reviewer1356090
    Donor Management Coordinator at Legacy Donor Services Foundation
    Real User
    Top 10Leaderboard
    Tags each call helping my company to keep better track of them

    Pros and Cons

    • "It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."
    • "It is a hassle, if you are busy and caught up with something, that it will log you out."

    What is our primary use case?

    I work remotely from home at night and use this system every single day that I am on shift. My company uses inContact for every incoming and outgoing call that comes through our call center as well as incoming emails and updates from our partner agencies.

    How has it helped my organization?

    inContact has improved my company by allowing for better tracking of incoming and outgoing calls. It also helps keep employees accountable for their work as each person is in the queue so it distributes the calls evenly. It provides good quality recordings of the incoming and outgoing calls, which are used for audits among other things.

    What is most valuable?

    I like that you can tag each call as this helps my company to better keep track of calls and the case that they are assigned to. 

    It is very user-friendly with minimal training. 

    It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with.                             

    What needs improvement?

    Occasionally, the system runs slow and will kick us out of Max, which then has to be restarted, and can cause issues as our call center deals with time sensitive phone calls. It is a hassle, if you are busy and caught up with something, that it will log you out.

    For how long have I used the solution?

    This has been my first time ever using inContact, and I have been using it continuously for about a year. 

    What do I think about the stability of the solution?

    For the most part, it is a pretty stable solution. It has its issues every once in a while just like everything else.

    What do I think about the scalability of the solution?

    It has a wide range of uses and is perfect for what my company needs.

    How are customer service and technical support?

    I have not had any interaction with customer service/technical support up to this point, which is refreshing. 

    Which solution did I use previously and why did I switch?

    At my previous employment, we used Call Parrot which was absolutely atrocious. I switched to inContact because I started employment with a new company that was already using it. 

    How was the initial setup?

    Unknown.

    What about the implementation team?

    Unknown.

    What was our ROI?

    Not my area.

    What's my experience with pricing, setup cost, and licensing?

    This is not my area. 

    Which other solutions did I evaluate?

    inContact was already in use when I began employment at my company. I did not have a say in which system was chosen. 

    What other advice do I have?

    So far, it is the best system I have worked with.

    Which deployment model are you using for this solution?

    Private Cloud

    If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

    Google
    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    reviewer1356081
    Donor Management Coordinator at Legacy Donor Services Foundation
    Real User
    Top 20Leaderboard
    The agent list is the most valuable feature because we are able to see what each person is doing

    What is our primary use case?

    Our use case is to:  receive and make calls receive and send out emails obtain phone recordings

    How has it helped my organization?

    We are able to see the calls in queue and able to see if someone is available or not.

    What is most valuable?

    The agent list is the most valuable feature because we are able to see what each person is doing.

    What needs improvement?

    There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release.

    For how long have I used the solution?

    I have been using inContact for one year.

    What is our primary use case?

    Our use case is to: 

    • receive and make calls
    • receive and send out emails
    • obtain phone recordings

    How has it helped my organization?

    We are able to see the calls in queue and able to see if someone is available or not.

    What is most valuable?

    The agent list is the most valuable feature because we are able to see what each person is doing.

    What needs improvement?

    There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release.

    For how long have I used the solution?

    I have been using inContact for one year.

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    Kimberly Stump, R.T. (R), CTBS
    Donor Center Manager at Wytheville Community College
    Real User
    Top 10Leaderboard
    Makes us more organized but there are issues with echoing in calls

    What is our primary use case?

    We operate in a call center and take a high volume of calls.

    How has it helped my organization?

    It is more organized, but it has had many issues with echoing and little minor hiccups along the way.

    What is most valuable?

    Being able to listen in on a call, which is exceptionally good with training. If a coordinator is in training someone needs to listen in on certain calls and give feedback. Incontact allows you to easily log in to someone else’s call and listen.

    What needs improvement?

    It could improve the quality of calls.

    For how long have I used the solution?

    One year.

    What is our primary use case?

    We operate in a call center and take a high volume of calls.

    How has it helped my organization?

    It is more organized, but it has had many issues with echoing and little minor hiccups along the way.

    What is most valuable?

    Being able to listen in on a call, which is exceptionally good with training. If a coordinator is in training someone needs to listen in on certain calls and give feedback. Incontact allows you to easily log in to someone else’s call and listen.

    What needs improvement?

    It could improve the quality of calls.

    For how long have I used the solution?

    One year.

    Disclosure: I am a real user, and this review is based on my own experience and opinions.
    reviewer1356096
    Donor Management Supervisor at a pharma/biotech company with 201-500 employees
    Real User
    Top 20Leaderboard
    Enables us to see at a glance which agents are available to receive calls and which are not

    What is our primary use case?

    Organ/Tissue/Eye donation call center.

    How has it helped my organization?

    inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not.

    What is most valuable?

    The ability to send texts to phone numbers via inContact is the most valuable feature. 

    What needs improvement?

    inContact should offer a way to send faxes.

    For how long have I used the solution?

    I have been using inContact for one year.

    What is our primary use case?

    Organ/Tissue/Eye donation call center.

    How has it helped my organization?

    inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not.

    What is most valuable?

    The ability to send texts to phone numbers via inContact is the most valuable feature. 

    What needs improvement?

    inContact should offer a way to send faxes.

    For how long have I used the solution?

    I have been using inContact for one year.

    Disclosure: I am a real user, and this review is based on my own experience and opinions.