NICE CX Reviews

Tadao H.Mid-Market(51-1000 emp.)

5.0

This cloud based platform has a very user friendly interface, a lot of bells and whistles and love the prebuilt reports. It's nice to have the supervisor tools to listen in to calls and very easy to search and find recorded calls. Love the coaching and interaction options and schedule management tools built into the system. Review collected by and hosted on G2.com.

Jean P.Mid-Market(51-1000 emp.)

5.0

The tools in CXOne are very easy to use. If i don't understand something, I can access DOJO or NICE Support. Review collected by and hosted on G2.com.

Ciana F.Mid-Market(51-1000 emp.)

5.0

Its very easy to use. most of the contact centers I've worked with, used Nice. NICE CXone provides the advantage of easy scalability, reduced IT infrastructure costs, and accessibility from anywhere with an internet connection. Review collected by and hosted on G2.com.

Verified User in Computer SoftwareMid-Market(51-1000 emp.)

0.0

Not sure where to start on this one. Agents cannot capture caller name. Agents also cannot see past call notes without running reports. Admins cannot reset user passwords, the agent must use an automated password reset which can take time. Random bugs that prevent agents from logging in and taking calls are classified as a P4 and assigned to a release for over a month away. It seems like they do not take customer issues seriously. Review collected by and hosted on G2.com.

John W.National Program Director - Mopar MVP

0.0

Onboarding is complicated. The learning curve is not intuitive. Metric integration with Salesforce needs a lot of work. Review collected by and hosted on G2.com.

Verified User in Government AdministrationEnterprise(> 1000 emp.)

0.0

Not sure if this related to just the technology. But, I'm constantly getting logged off by a supervisor, especially when in the middle of a call. As well as when I am trying to enter notes in the system after getting hung up on by a claimant. Calls are constantly dropped, hard to do your job when this happens. Review collected by and hosted on G2.com.

Saskia M.Restaurants

5.0

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Chris B.Health, Wellness and Fitness

5.0

Very easy to use, able to be deployed with little to no issues and it is always kept up to date

Paul S.Financial Services

5.0

This is a complete cloud solution which enables us to have the latest and greatest solution available

Hans HongTechnical Support Manager

10.0

inContact is being used in all customer-facing support and sales teams. It allows us to easily manage in and outbound contacts with our customers, and also integrate call logging and contact metadata into Salesforce. Integration with Salesforce also allows us to make intelligent routing decisions real-time to provide that moment of "delight" for our customers.
The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops. Integration with 3rd party sources real-time is quite good. API interoperability is great. Integration with Salesforce is, though a bit clunky, very functional and works as intended.

Khristian Lois DiguangcoTechnical Helpdesk Executive

10.0

We use NICE inContact to take calls and support FIS Employees. NICE has the inContact Tool inside where you can take calls, call users back, and clock in and out. It is being used across the FIS organization. It addresses the problems of call taking and providing support for our users. It is the main tool that we use.

Verified UserEmployee

10.0

We use NICE inContact to speak to customers all over the nation. In fact, the entire organization uses this program. We have very little problems using NICE, and I would recommend it to other companies. It addresses communication issues. Without NICE inContact, I am unsure how our business could establish such a safe and reliable connection.

Verified UserTeam Lead

1.0

NICE inContact is used company-wide by Endurance Warranty; which is by nature an inbound call center. I suppose the business problem it addresses is "how will our call center employees answer the phones?"

Verified UserEmployee

1.0

[I believe] NICE CXone makes it difficult for me to do my job. It never works when I try to call out. It freezes when I try to log in which has made me late before. It should also notify you when it's time for a break and lunch. I don't think that would be difficult at all.

Veronica OddenCutomer Support Specialist

1.0

I take about 70 calls a day. We take calls from patients to assist them in their healthcare portals. We accept calls, chats, and emails through this system. MAX is the name of the browser-based interface that we use to accept calls, change our work status, view call reviews, etc.

Irv V.Verified LinkedIn UserService Provider Manager

5.0

Overall: 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.

Verified ReviewerVerified LinkedIn UserPartner Relationship Manager, Reservations and Customer Care

3.0

Overall: 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.).

Warren J.Telecom Product Engineer

5.0

Overall: 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.

Kianna H.Client Provider

5.0

Overall: My overall experience with NICE CXone has been smooth and I appreciate the ease of everything which allows me to have a great day of interacting with customers.

Paul S.Networks & IT Lead

5.0

Overall: We have had a positive experience, the solution works seamless and is integrated across all of the products on offer

Chris B.Director

5.0

"Great Product"