Video Reviews
Great experience so far - looking forward to the road ahead.
NICE inContact Review
1,605 out of 1,606 Total Reviews for NICE CXone
Overall Review Sentiment for NICE CXone
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It never goes down. almost any time we have had any sort of an outage it was always due to circumstances that were outside of both Nice and our controll. The up time is amazing. I also spend a fair amount of time in the Interaction Analytics tool, mining call data for useful insights. There is always a new way to apply the information or a new tool that helps in displaying it. Review collected by and hosted on G2.com.
Because Nice has aquired so many smaller tools (companies) to build out its portfolio it can some times feel disconnected. They have been working diligently to fold everything in and give it a consistant look and feel but some tools are just not there yet. Review collected by and hosted on G2.com.
The platform is very user friendly. They are prompt with customer support when needed. It is very customizable to match to the CRM that you are using. Review collected by and hosted on G2.com.
Some of the backend programing is a bit harder to understand for most folks so you have to spend a lot of time learning it. The tech support is very good but sometimes hard to understand so things can be lost in translation. Review collected by and hosted on G2.com.
The versatility and customization. It is the only CCaaS platform that offers everything in one. Everything working through one platform is powerful. It is easy to learn and use. The difficulty is in the design aspect.
After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact).
Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design. Review collected by and hosted on G2.com.
Your experience with NICE CXone is completely dependent on the design and execution by the Professional Services implementation team. The team can vary from horrible to amazing. Depending on their experience and knowledge.
On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time.
And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team. Review collected by and hosted on G2.com.
Very Efficient, can be use to easy integration. Review collected by and hosted on G2.com.
Calls are filtered accordingly. The tool is very useful in terms of pulling up calls for the agent for review. Easy to learn. Useful for every day in providing customer support Review collected by and hosted on G2.com.
I can easily implement the platform based on the customers needs by using customization. The support we get from NICE engineers is amazing. There's also alot of features we can use within the platform Review collected by and hosted on G2.com.
Nothing at the moment. Sometimes its just frustrating when NICE makes changes on the backend that breaks something esle in the platform Review collected by and hosted on G2.com.
Listening options- Ease of use, User friendly, Stability, Lots of features Review collected by and hosted on G2.com.
Calls get put in storage after 60 days and it difficult to get back. Reporting doesn't come out share friendly. You have to clean up the data quite a bit to get it to a place it makes sense or can be shared. Review collected by and hosted on G2.com.
It is solid and easier to learn than some other platforms I have seen. Review collected by and hosted on G2.com.
I wish the platform was more flexible, and that patterns did not use FC allocations. Review collected by and hosted on G2.com.
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.
I like they have WFM features built into the system but would like the WFM process with intraday manager report to be able to select a date range for that report vs. one day at a time.
It would be nice to have the supervisor tool ability to stay connected to agents to follow call after call automated instead of having to click on one call at a time for each call. Review collected by and hosted on G2.com.
Thorough telephone system with modules/components to pick and choose products you want. Overall NICECXone is a complete telephony system. Fast customer support when needed, Review collected by and hosted on G2.com.
Difficulty sometimes with integrating with other software vendors who are not preferred partners of NICE. Review collected by and hosted on G2.com.
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.
At times, the system may be difficult to access but clearing cookies usually resolves these issues. On some tools, there is limited flexibility. For example, we cannot add unexcused absences as sometime different from any other time off in WFM. Review collected by and hosted on G2.com.
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.
Overall, the software's performance is amazing! I can't think of any reasons that I would dislike it. I have been working with NICE for 7 years now and still, it works perfectly. Review collected by and hosted on G2.com.
Scripting allows us to satisfy a lot of use cases for our business that is always experiementing. Quality Management, Analytics, Performance Management, Revamped Customer Community, and Dojo are some of the applications I like the most. Review collected by and hosted on G2.com.
The reporting application is useful and has a lot of information that is useful for managing contact centers: however, it does crashes often and it's slow during peak times. Review collected by and hosted on G2.com.
NICE CXone is extremely scaleable and customizable. This allows to scale up and new features as our operations needs change. Review collected by and hosted on G2.com.
The downside of CXone is ensuring that our remote workers have the proper network connectivity to decrease performance issues. Review collected by and hosted on G2.com.
InContact Cxone is great at managing an Omni Channel center. It's studio product is much more seasoned than competitors allowing you to do much more complex integrations with partners in easy-to-use UI. Review collected by and hosted on G2.com.
Just like most Telco providers, haveing a staging or UAT environment is difficult without isolating certain test agents, skills, and scripts to mimic a staging experience. Review collected by and hosted on G2.com.
Versatile IVR system. Pre-built reports make reporting easy, but you have access to vast amount of data if needed, The browser based Max agent is easy for the agents to use. Review collected by and hosted on G2.com.
Workforce management can be a bit confusing to setup and maintain and I would like a application based version of the max agent. Getting support for small issues can be difficult. Review collected by and hosted on G2.com.
It is pretty simple and streamlined. There isn't a lot of screen clutter which makes it easy to focus. Review collected by and hosted on G2.com.
I don't like how you can't use any of the extensions in Chrome on the MAX window (it is a locked pop-up) This means my headphones do not work with this software properly. Review collected by and hosted on G2.com.
The reporting can be nice when it works. Our TAM is great, but we literally are paying someone to be our advocate and squeaky wheel to a company we are paying money to for their service. There is so much potential with this product but it has not lived up to expectations. Review collected by and hosted on G2.com.
The support is lacking. It's never their fault. They pass the blame on to everything BUT their system. I wish their support would provide more details on how to troubleshoot and fix something. Review collected by and hosted on G2.com.
I like being able to have a support contact person assigned to us for bi-weekly meetings when we have questions. Review collected by and hosted on G2.com.
Submitting a ticket to support takes too long and generally is pretty unhelpful.
When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just al ink a link to one of the support pages. That's a slap in the face.
I need support, not a librarian. Review collected by and hosted on G2.com.
a wealth of features and functionality, new supporting products launched often to enhance to the base system Review collected by and hosted on G2.com.
Nothing so far, the product is very competative Review collected by and hosted on G2.com.
It is a very easy application to navigate. The response on any issues is always immediately addressed and they're always evolving and making the product better. Review collected by and hosted on G2.com.
It can be a little confusing if you're new to the application. I've been using it so long that this isnt much of an issue for me. But I can see where someone new might get lost. Review collected by and hosted on G2.com.
