NICE CX Alternatives & ReviewsUsed by 84% Professionals

NICE CX Reviews

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4.2

/5

(Alternatives.Co rating)
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NICE CX is an advanced AI-powered customer experience tool that provides businesses with seamless engagement capabilities throughout the customer journey. The platform offers personalized interactions, real-time information, and guidance for efficient agent-assisted engagements. Leveraging AI technology, NICE CX ensures fast and tailored experiences, enhancing customer satisfaction and loyalty. The conversational AI and chatbot tool are particularly impressive, allowing users to deliver natural and personalized assistance. The AI routing feature also optimizes communication channels. Overall, NICE CX is a comprehensive solution that empowers businesses to deliver exceptional customer experiences

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Alternatives.Co has rated
NICE CX
4.2(2958 Ratings)
Select Application
  • 4.3
  • 4.2
  • 4
  • 4.2
G2
4.3
Top Comments by G2
Positive Comments
  • Tadao H.Mid-Market(51-1000 emp.)
    Review
    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.)
    Review
    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.)
    Review
    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.

Negative Comments
  • Verified User in Computer SoftwareMid-Market(51-1000 emp.)
    Review
    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
    Review
    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.)
    Review
    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.

GetApp
4.2
Top Comments by GetApp
Positive Comments
  • Saskia M.Restaurants
    Review
    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
    Review
    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
    Review
    5.0

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

Trustradius
4.0
Top Comments by Trustradius
Positive Comments
  • Hans HongTechnical Support Manager
    Review
    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
    Review
    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
    Review
    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.

Negative Comments
  • Verified UserTeam Lead
    Review
    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
    Review
    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
    Review
    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.

Capterra
4.2
Top Comments by Capterra
Comments
  • Saskia M.Verified LinkedIn UserSenior Director Sales Marketing
    Review
    5.0

    Overall: 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.

  • Paul S.Networks & IT Lead
    Review
    5.0

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

  • Robin G.Accountant
    Review
    2.0

    "Invoicing Problematic"

  • Emily M.VP Contct Centers
    Review
    4.0

    "InContact Review "

  • Audrey M.Registered Nurse
    Review
    5.0

    "Great Service "

  • Chris B.Director
    Review
    5.0

    "Great Product"