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NICE CXone

NICE | 1

Reviews from AWS Marketplace

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External reviews

1,590 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Tarunesh S.

Great platform for support executives.

  • September 21, 2020
  • Review provided by G2

What do you like best about the product?
Different aux options such as (Break, Meeting, Lunch, Outbound etc.). Integration with zoom phone etc.
What do you dislike about the product?
If you guys have desktop app. I might be wrong but i couldn't find an app to use incontact. I always use browser.
What problems is the product solving and how is that benefiting you?
Helping our clients on call. Sometimes conference call to other team to resolve different issues.
Recommendations to others considering the product:
Highly recommended.

    Information Technology and Services

I won't recommend it

  • September 21, 2020
  • Review provided by G2

What do you like best about the product?
The good things about incontact is alll the report available
What do you dislike about the product?
It has calls delayed and take time to connect to the leg since the call was launch
What problems is the product solving and how is that benefiting you?
Splits calls over different markets

    Lukasz R.

Well the experience is mixed, the one thing that's lacking is the connection with other software.

  • September 21, 2020
  • Review verified by G2

What do you like best about the product?
The simplest functionality for incoming calls, although what it's lacking is the call back option.
What do you dislike about the product?
The UI design of the software, and the launch max
What problems is the product solving and how is that benefiting you?
Call connections.

    Jamie C.

An Useful Dialer Platform

  • September 21, 2020
  • Review verified by G2

What do you like best about the product?
The options are well streamlined and straightforward.
The dialer works well over VOIP.
The program can be securely used from a non-work computer in case of emergency.
The pop-ups integrate very easily with Sales Force; which is vital.
What do you dislike about the product?
This software does not share notes well with other software programs.
There's no option to set up a floor call back for inbound calls.
There's no option to set up a dialing profile for certain sensitive claims.
There are too few options available to reach back out to clients.
What problems is the product solving and how is that benefiting you?
The auto-dialer allows me to contact 3 times as many potential clients per shift.
I have the ability to get clients signed up in one call.
Recommendations to others considering the product:
Use it. It's very straightforward and easy to work with when you've been well trained on it.

    Aviation & Aerospace

NICE inContact Reporting UI and Reporting API review

  • September 21, 2020
  • Review provided by G2

What do you like best about the product?
The customer reporting UI of NICE Incontact is very user friendly. It is useful to manage daily, weekly reports seamlessly. The parameters of the reports can be fine tune very easily and intuitively. Also Nice Incontact provides a scheduler that regularly sends out emails with attached reports. This helps use to manage the performance of Aerospace technical call center very well with improve customer experience daily.

Also the report API provided is very fantastic. We us this API in third party ETL and BI tools to seamlessly get desired reports.
What do you dislike about the product?
The tables and customers reports UI is not as good as those of Salesforce. The UI provides check box to select fields without any visualization of the report which is very painful. As we build the reports a visualization needs to be tied with it. For instance look at Salesforce reporting UI, building reports is so easy and intuitive as visualization of the reports is tied in.
What problems is the product solving and how is that benefiting you?
We are managing the call center performance of Aerospace technical call center. We are not only able to take customer calls with speed but also able to improve the customer touch points and experience daily. Metrics like long abandon, speed of answer, service level and average abandon time are created, managed and improved daily.
Recommendations to others considering the product:
Nice Incontact is a growing contact center software and support organization. The dashboards and reports are of good quality which helps to improve call center experience. You can go for this to manage your call center operations .

    Rebecca J.

Makes communicating with customer easy and hassle free

  • September 21, 2020
  • Review verified by G2

What do you like best about the product?
I like the fact that InContact is intuitive to use. All the button placements make sense. It makes me be able to focus solely on the customer and not on technology
What do you dislike about the product?
What I dislike the most would be that we have technical issues more than what I would like. Audio issues or connection issues.
What problems is the product solving and how is that benefiting you?
I like the mute option, that helps me keep integrity and secrecy when it is necessary.

    rey oneal g.

NICE is so great after all!

  • September 21, 2020
  • Review verified by G2

What do you like best about the product?
Quality of sound, User interface - friendly.
What do you dislike about the product?
None at the moment everything is ok for now
What problems is the product solving and how is that benefiting you?
Customer connection. Working from ain't that difficult because I am able to call my customer via phone or mobile phone.
Recommendations to others considering the product:
More streamlined and reliable.

    Package/Freight Delivery

I work with inContact to produce reporting from this application. Experience is mostly positive

  • September 20, 2020
  • Review verified by G2

What do you like best about the product?
The way how the reporting parameters are structured (in Custom Reports)
What do you dislike about the product?
No Power BI, Excel Power Query connector
What problems is the product solving and how is that benefiting you?
Reporting, providing meaningful insights to the business
Recommendations to others considering the product:
This is a nice application in terms of data analysis. However, API is required to produce more meaningful data analysis.

    Government Relations

Nice Incontact

  • September 20, 2020
  • Review provided by G2

What do you like best about the product?
Ease of monitoring calls in the supervisor mode
What do you dislike about the product?
I wish the reports were easier to pull and read.
What problems is the product solving and how is that benefiting you?
Long call times, call avoidance, long holds, escalated calls. Monitoring agents and supervisor calls. Pulling metrics

    Consumer Services

I've never had an issue with NICE ever since I was introduced to the system!

  • September 20, 2020
  • Review verified by G2

What do you like best about the product?
The ability to create dashboards, edit them and most of all, the system is user friendly!
What do you dislike about the product?
The lag of logging in sometimes, but all good after a while
What problems is the product solving and how is that benefiting you?
Problems of system lags help us verify the information before any action.
Recommendations to others considering the product:
The system lags when attempting to log in.

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