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NICE inContact CXone Review

NICE inContact CXone
Our score: 8.8 User satisfaction: 91%

What is NICE inContact CXone?

NICE inContact CXone is a market-leading contact center software that enables businesses to transform customer and employee experiences. They offer a comprehensive suite of apps that lets you manage omnichannel routing, analytics workforce optimization, automation, and artificial intelligence tools all in one platform. NICE inContact gives call center teams a 360-degree view of customer interactions, enables them to be more productive, and realize the full potential of their operations.

NICE inContact provides contact centers with software that is reliable, affordable, and scalable according to their organization’s business needs. The company’s nationwide phone and internet network is available in over 150 countries and has carrier-grade connectivity with guaranteed voice quality. It also boasts of a 99.99% SLA which is considered the best in the industry. Pay-as-you-go pricing schemes make NICE inContact a cost-effective solution for scaling capacity on demand. Thus, you can add or subtract seats as needed and avoid paying hardware and maintenance fees.

Poor voice quality hinders your agents from performing their best. But with NICE inContact, clients can expect clear, crisp calls. If these standards are not met, they offer a money-back guarantee, a practice that makes them unique in the industry. As such, contact centers don’t have to deal with technological pains attendant to software solutions. Instead, they can focus on agent training, upskilling, and other high-value activities that will equip their workforce to deliver hyper-personal interactions.

NICE inContact helps small businesses modernize their systems for them to achieve growth, enhance performance, and drive down business costs. On the other hand, they enable enterprise customers to streamline their global operations and brace for the challenges ahead with future-proof technology. As such, CXone is the call center software of choice by 85 of Fortune 100 customers.

The software is primarily used by business process outsourcing (BPO) firms, whether they’re inbound or outbound contact centers or providing specialized functions like customer service or tech support. It can even be leveraged to start fundraising campaigns or automate collection calls. Aside from BPOs, NICE inContact can also be deployed for the needs of the government, education, finance, and healthcare industries. To date, over 390,000 contact center agents use the CXone platform.

Overview of NICE inContact CXone Benefits

Engage with customers from different platforms

Give customers the support they need wherever they are on the customer journey. NICE inContact CXone’s Omnichannel Routing solution lets you speedily deploy agents to over 30 channels. Skills-based routing ensures that the customer reaches the right agent, boosting your first-call resolution rates. On the other hand, inside sales teams can hit their quotas with proactive outbound dialer features.

When agents connect with customers, the omnichannel interface allows them to personalize interactions based on customer data and sentiment. It’s easy to add new channels as needed to outdo your competitors.

Make smarter data-driven decisions

Know where to drive improvements in your operations with inContact Analytics. You get a full view of each customer interaction, letting you understand what drives customer happiness and frustration. More in-depth interaction analysis is available with the AI-driven Interaction Analytics Pro, which helps you to proactively uncover customer issues and detect non-compliant behavior within your organization.

On the operations side, you can gain actionable insight on key business metrics from real-time or historical data. You can pull over 90 pre-built reports as well as create custom reports from the dashboard. This makes it easy to give tailored agent performance feedback.

Ensure an efficient and transparent staffing plan

Maintain operational efficiency and promote schedule adherence with the help of NICE inContact CXone Workforce Management software (WFM). The software uses AI, machine learning and proprietary algorithms to deliver accurate forecasting and optimal forecasting models. With hard data to back up your decisions, you can avoid the costs of being overstaffed or understaffed. 

From the agents’ end, they can take ownership of their time with a self-service platform where they can swap shifts or bid on preferred schedules. By keeping employees engaged, they can achieve a work-life balance which translates to lower attrition rates.

Whether you run a single site or multi-site contact center, CXone helps you support your customers while optimizing your workforce. There are also options for you to deploy home and remote agents so you can quickly respond to work disruptions and ensure business continuity.

Drive productivity through automation 

The CXone Automation and Artificial Intelligence component of the software allows you to add virtual manpower through bots and virtual agents.

You can fully or partially automate your workflow with conversational IVR that verify customer identity or with chatbots that can answer repetitive questions. When human intervention is needed, the software can smoothly transition the interaction to an agent.

Meanwhile, Workforce Intelligence ties data from the Automatic Call Distributor with your workforce optimization systems.  This means that customer personalities are matched with agents based on their performance, resulting in a productive workforce and improved call quality.

Stable, open cloud platform with guaranteed uptime

NICE inContact Open Cloud Foundation is an enterprise-ready software with 99.99% uptime, letting you avoid costly downtime. Calls are routed in a dedicated private network to help reduce dropped or abandoned calls. Full network redundancy assures contact centers that their customers can still reach them even if they switch to a standby server. And with automatic software updates rolled out at least twice a year, customers are ensured that they get the latest technology instantly.

Its open cloud platform gives you multiple customization options through RESTful APIs, a developer community, and an online marketplace featuring a wide variety of applications. These tools allow you to modify the software to suit your business needs and in turn achieve a good return for your investment.

Overview of NICE inContact CXone Features

  • Optimized Voice as a Service (Vaas)
  • Interaction Channels
  • Interaction Analytics
  • Automatic Call Distribution
  • Workforce Intelligence
  • AI chatbots
  • Real-time Reporting and Dashboards
  • Extensive customer satisfaction surveys
  • Intelligent Workforce Management 
  • Quality Management and Analytics
  • Performance Management
  • Call Recording
  • Automatic Call Distribution
  • Interactive Voice Response
  • Predictive Dialer

Awards & Quality Certificates

An award given to products our B2B experts find especially valuable for companies
This certificate is granted to products that offer especially good user experience. We evaluate how easy it is to start using the product and how well-designed its interface and features are to facilitate the work process.
This award is given only to top B2B products and represents the highest possible level of service. It highlights the vendor’s extensive knowledge of the industry they’re selling to and the needs of their customers.

NICE inContact CXone Position In Our Categories

Because companies have special business wants, it is rational they abstain from getting a one-size-fits-all, ideal software system. Regardless, it would be almost impossible to come across such an app even among popular software solutions. The best step to do would be to take note of the numerous essential functions which merit inspection like crucial features, price plans, technical skill capability of the users, business size, etc. The second step is, you must do your research fully. Read some of these NICE inContact CXone evaluations and scrutinize each of the software options in your list in detail. Such detailed research ascertain you steer clear of unsuitable apps and subscribe to the one which has all the aspects your business requires to be successful.

Position of NICE inContact CXone in our main categories:

TOP 20

NICE inContact CXone is one of the top 20 Customer Experience Management Software products

NICE inContact CXone is also listed in the following subcategories:

If you are considering NICE inContact CXone it may also be a good idea to check out other subcategories of Call Center Software gathered in our database of SaaS software reviews.

It is crucial to keep in mind that hardly any service in the Call Center Software category is going to be an ideal solution that can match all the needs of different company types, sizes and industries. It may be a good idea to read a few NICE inContact CXone Call Center Software reviews first as certain solutions might excel just in a very small set of applications or be designed with a very specific industry in mind. Others might operate with a goal of being simple and intuitive and therefore lack complicated elements welcomed by more experienced users. You can also find solutions that support a wide group of users and give you a complex feature set, however this frequently comes at a more significant cost of such a software. Ensure you're aware of your needs so that you buy a software that provides all the functionalities you search for.

How Much Does NICE inContact CXone Cost?

NICE inContact CXone Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

NICE inContact CXone’s pricing plans are available by request. You can call or chat with a sales representative for more details or fill out the quote request form on their website.

User Satisfaction

Positive Social Media Mentions 37
Negative Social Media Mentions 3

We realize that when you make a decision to buy Call Center Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and NICE inContact CXone reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with NICE inContact CXone. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Video

Technical details

Devices Supported

  • Windows
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • Open API

Language Support

  • English
  • Chinese
  • German
  • Spanish
  • French
  • Italian
  • Dutch
  • Portugese
  • Polish

Pricing Model

  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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NICE inContact CXone Comparisons

NICE inContact CXone user reviews

Great seamless experience!

Read full review >
Dennis Thompson
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 28.05.2020 Company Size: More than 100 Employees Industry: Consumer Services

NICE inContact

Read full review >
Mallory Ryel
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 28.05.2020 Company Size: More than 100 Employees Industry: Retail

Pretty poor system with endless limitations

Read full review >
Anonymous Reviewer
2/5

Overall impression

1/5

Customer Support

1/5

Value for Money

2/5

Ease of Use

Published on: 27.05.2020 Company Size: N/A Industry: N/A

Challenging to work with.

Read full review >
Anonymous Reviewer
4/5

Overall impression

3/5

Customer Support

1/5

Value for Money

3/5

Ease of Use

Published on: 27.05.2020 Company Size: More than 100 Employees Industry: Hospital & Health Care

The experience has been great.

Read full review >
Damion Simms
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.05.2020 Company Size: 51-100 Employees Industry: Logistics and Supply Chain

What are NICE inContact CXone pricing details?

NICE inContact CXone Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

NICE inContact CXone’s pricing plans are available by request. You can call or chat with a sales representative for more details or fill out the quote request form on their website.

What integrations are available for NICE inContact CXone?

NICE inContact has pre-built integrations with CRM applications like:

  • Salesforce
  • SAP
  • Oracle Service Cloud
  • Microsoft Dynamics
  • Zendesk
  • NetSuite
  • ServiceNow
  • Bullhorn
  • SugarCRM.

Other integrations can be done through a NICE inContact DevOne partner.

Integrations for unified communications as a service (UCaaS) allow formal and informal agents and subject matter experts to communicate through Skype or RingCentral.

Customers can also choose from more than 250 APIs in the DEVOne Ecosystem. These cover various areas from agent and admin functions to real-time data and reporting capabilities.

You can also quickly build and deploy a custom solution using RESTful APIs that allow you to integrate NICE inContact with just about any third-party system.

NICE inContact CXone average rating:

Average score
4.3/5 (21 user reviews)
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Lisa

PROS: InContact is an easy to use and reliable call center service. It is cloud-based and enables us to quickly route calls to the right people. The IVR system is great for self-service and for routing calls.

CONS: I have no complaints as the system fulfills all our needs and expectations. The call routing feature is a big boon for our company.

Reviewed 9 months ago

Read full review >

The least favorable review

Anonymous Reviewer

PROS: Visibility to agents working and IVR functionality is about the only consistent modules that have worked.

CONS: Calls being recorded consistently, less outages or compensation for the numerous outages that there are, timely responses from inContact team when there are urgent escalations, resolutions, etc.

Reviewed 6 days ago

Read full review >

More reviews from 21 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Great seamless experience!

Read full review >
Dennis Thompson
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 28.05.2020 Company Size: More than 100 Employees Industry: Consumer Services

PROS: Seamless experience and user friendly interface helps work easily. Loved the inTouch product which is no longer in use.

CONS: When using the Central page to make changes for agents/skill proficiency we are able to view only 10 agent names at a time. This should be increased. The dashboard used to view calls, agent names etc can be redesigned to change module size and font size - currently the font size is too small even if the module size is changed.

What do you think about this review? Great Poor

NICE inContact

Read full review >
Mallory Ryel
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

4/5

Ease of Use

Published on: 28.05.2020 Company Size: More than 100 Employees Industry: Retail

PROS: This product overall is very easy to use and is user friendly.

CONS: It can be very slow and have a delayed reaction. I feel I work faster than the system and it cannot keep up.

What do you think about this review? Great Poor

Pretty poor system with endless limitations

Read full review >
Anonymous Reviewer
2/5

Overall impression

1/5

Customer Support

1/5

Value for Money

2/5

Ease of Use

Published on: 27.05.2020 Company Size: N/A Industry: N/A

PROS: Visibility to agents working and IVR functionality is about the only consistent modules that have worked.

CONS: Calls being recorded consistently, less outages or compensation for the numerous outages that there are, timely responses from inContact team when there are urgent escalations, resolutions, etc.

What do you think about this review? Great Poor

Challenging to work with.

Read full review >
Anonymous Reviewer
4/5

Overall impression

3/5

Customer Support

1/5

Value for Money

3/5

Ease of Use

Published on: 27.05.2020 Company Size: More than 100 Employees Industry: Hospital & Health Care

PROS: There are a lot of features that are offered to us on a client level.

CONS: The product works fine, it is the service and communication level between the client and the company that needs improvement.

What do you think about this review? Great Poor

The experience has been great.

Read full review >
Damion Simms
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.05.2020 Company Size: 51-100 Employees Industry: Logistics and Supply Chain

PROS: The best aspects of the product is the RoboDialier, as we can automatically update our customers regarding any issues with their packages.

CONS: The issue of removing an agent is very problematic, also supervisory controls definitely need improvement.

What do you think about this review? Great Poor
Anonymous Reviewer
4/5

Overall impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 21.05.2020 Company Size: 51-100 Employees Industry: Hospital & Health Care

PROS: No on premise installations except a browser plugin for Salesforce.com connectivity. Robust IVR capabilities. Rock solid performance (three years no outage)

CONS: Report writing is a bit funky would rather use Power BI or other tools.

What do you think about this review? Great Poor

Useful and very feature rich but could always be better

Read full review >
Ryan Trombatore
4/5

Overall impression

5/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 20.05.2020 Company Size: More than 100 Employees Industry: Automotive

PROS: Easy to setup and install. Works well once it's on the PC

CONS: The licensing for the software could be easier to transfer between computers.

What do you think about this review? Great Poor

InContact more than useful

Read full review >
Kemon Commock
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.05.2020 Company Size: 1-10 Employees Industry: Package/Freight Delivery

PROS: There are quite a few things that I like about this product, there is the ease at which it integrates with other products. The product support and it is very user friendly.

CONS: The agent data does not seem accurate or it is properly explained. Based upon real activities the data provided is not reflecting what happened.

What do you think about this review? Great Poor

Highly Customizable Solution

Read full review >
Ryan Arnold
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.05.2020 Company Size: More than 100 Employees Industry: N/A

PROS: A great variety of customization - reports, studio to name a few. Able to tie in with just about any application that has API. Reliable up time.

CONS: Tier 1 customer support is hit or miss. Account TAM may not be anywhere near your timezone which makes scheduling meetings difficult. Studio can be overwhelming if you're not familiar with programming and orchestration.

What do you think about this review? Great Poor

Great Product, Easy to use.

Read full review >
Anonymous Reviewer
4/5

Overall impression

3/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 07.05.2020 Company Size: N/A Industry: N/A

PROS: The ease of use is the best part of the product. It is very simple to use, especially from an agent perspective, which allows training of the platform to be pretty quick.

CONS: There are times where the system has maintenance which disrupts the platform. There are also times (rarely) where the platform goes down.

What do you think about this review? Great Poor

NICE In-Contact User

Read full review >
Anonymous Reviewer
5/5

Overall impression

4/5

Customer Support

4/5

Value for Money

5/5

Ease of Use

Published on: 23.03.2020 Company Size: More than 100 Employees Industry: Outsourcing/Offshoring

PROS: This product was choosen due to it's scalbility. Once purchased we found a stable platform, our service deliver SLAs were restored, real-time visability (which we did not have prior), and an excellent call back feature. The WFM tool is simple yet the results are spot on.

CONS: We sometimes struggle on troubleshooting any problems that we come across. It can be frustrating to open up a ticket and have to wait on a reply. We are quickly learning internal versus external issues. The product is very stable so this does not occur often.

What do you think about this review? Great Poor

Easy to use!

Read full review >
Mark Sun
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 16.03.2020 Company Size: More than 100 Employees Industry: Luxury Goods & Jewelry

PROS: The platform is very easy to use for all groups (Operations, Quality, Training, WFM, etc).

CONS: Training is only offered in the US. Considering support is located offshore, we are hoping training should be made available to these locations as well.

What do you think about this review? Great Poor

Easy to use, Great Support!

Read full review >
Anonymous Reviewer
5/5

Overall impression

5/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 13.03.2020 Company Size: More than 100 Employees Industry: Insurance

PROS: CXOne is easy to deploy and maintain. The MAX Softphone agent is perfect and allowed our call center to move to an all remote situation quickly when we were forced to close parts of our office due to COVID-19.

CONS: The IEX WFM tool is hands down a winner when it comes to forecasting and scheduling, however the UI is dated and the reporting has a lot to be desired.

What do you think about this review? Great Poor

There are stability issues

Read full review >
Jackie
3/5

Overall impression

3/5

Customer Support

4/5

Value for Money

3/5

Ease of Use

Published on: 28.09.2019 Company Size: More than 100 Employees Industry: Information Technology

PROS: InContact offers a flexible developer console that enables you to do a lot with your telephony scripts. Plus, their API is quite powerful.

CONS: There are stability issues with the software. Plus, the customer support is not the best as they leave you to fend for yourself. The company is not keeping up the times and has not adopted innovation and new technologies.

What do you think about this review? Great Poor

Flexible and easy to use

Read full review >
Lawrence
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 14.09.2019 Company Size: More than 100 Employees Industry: Staffing and Recruiting

PROS: First of all, this is SaaS-based call center software that is perfect for increasing the quality of leads and to minimize the cost of client interaction. It has lot of features that allow us to connect with their customers through various channels like inbound/outbound voice, social media, email, voice mail and other.

CONS: They could make the reporting simple and they could improve the graphic design of the UI. In addition, sometimes the system runs slowly.

What do you think about this review? Great Poor

Dependable call center software

Read full review >
Lisa
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 13.09.2019 Company Size: More than 100 Employees Industry: Wholesale

PROS: InContact is an easy to use and reliable call center service. It is cloud-based and enables us to quickly route calls to the right people. The IVR system is great for self-service and for routing calls.

CONS: I have no complaints as the system fulfills all our needs and expectations. The call routing feature is a big boon for our company.

What do you think about this review? Great Poor

Simplifies your call process

Read full review >
Duane
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 11.10.2018 Company Size: More than 100 Employees Industry: Medical Devices

PROS: It is easy to route calls to the appropriate individuals and departments. You can use the software to rotate your inbound calls between your sales team members.

CONS: This is a minor issue but sometimes we receive calls meant for other organizations. This wrong number annoyance happened a few times last year. But it does not have any impact on the efficiency of the system.

What do you think about this review? Great Poor

Cloud Based solutoion that meets our needs

Read full review >
Andres
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 04.09.2018 Company Size: More than 100 Employees Industry: Telecommunications

PROS: I like that it doesn’t require maintaining own hardware and knowing that iNContact constantly upgrades the software and ensures lot of location redundancies. But the best thing about it is its care for the customers. I’m happy that I know to do lot of things with this tool like allowing the scripting platform to take a look at the incoming phone numbers and route them based on the place.

CONS: I cannot drag and drop a call from a dashboard. When we have call that is on hold and we don’t have specific agent available with specifc skill it takes few clicks away in order to get that skill assigned to someone else available.

What do you think about this review? Great Poor

Reliable and flexible solution suitable for all call centers companies

Read full review >
June
5/5

Overall impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 23.08.2018 Company Size: More than 100 Employees Industry: Wholesale

PROS: This is most reliable service and easy to use. I like that it’s cloud based call center and because this means that we can route calls quickly. Thanks to the IVR system we are able to route calls because it is self service.

CONS: The call routing is extremelly helpful for our company, I haven’t found something to dislike about it.

What do you think about this review? Great Poor

Effective and simple software

Read full review >
Jessica
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 20.04.2018 Company Size: More than 100 Employees Industry: Staffing and Recruiting

PROS: You can easily transfer calls to available colleagues. Plus, you can record the calls for training and management purposes.

CONS: The software develops glitches sometimes which make it sluggish and slow.

What do you think about this review? Great Poor

We are able to better organize our call processes

Read full review >
Luther
4/5

Overall impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 21.12.2017 Company Size: More than 100 Employees Industry: Medical Devices

PROS: All our departments can use this system, that’s how flexible this tool is. It allows us to rotate our inbound calls among sales team.

CONS: Sometimes an outside call that is not from our organization would come through the contact number. Unfortunatelly, its tech support team doesn’t believe us that this is possible and they don’t help us to solve this kind of issue.

What do you think about this review? Great Poor
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Reviewed By Jenny Chang
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