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.

Brittney P.Director, Customer Support

3.0

Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.

Thomas D.Systems Manager

5.0

NICE CXone is a very dependable and versatile customer experience solution. Our work involves a lot of support interactions with hotel guests, mainly written but some over th ephone as well, and NICE CXone has been a very solid tool to manage these all from one place. It's got all the modules you need to run a CX ship, it's got good performance, and an impressive number of integrations which made everything a lot easier for us.

Saskia M.Senior Director Sales Marketing

5.0

It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them.

Verified ReviewerService Desk Analyst II

4.0

I am using this platform as a call center management system. Our Service Desk employees all use this and it has made a world of difference on everyone being on the same page and being able to quickly adapt to changes.

Shelly W.3M Global Admin

4.0

Fast to learn Efficient to setup Good training documentation Wonderful tech support Great experience

Emily M.VP Contct Centers

4.0

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