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NICE CXone

NICE | 1

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External reviews

1,590 reviews
from G2

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

    Automotive

NICE inContact business review

  • September 17, 2020
  • Review verified by G2

What do you like best about the product?
the ability to see who is and isn't available to take calls. it is easy to transfer calls to other team members when you need assistance or they could better help the customer on the line. you can see which team members are on break, meeting, lunch, etc. in order to determine who to transfer the call to.
What do you dislike about the product?
sometimes connectivity issues, but may not necessarily be an inContact problem. sometimes when answering a transferred call from another department, the connection will break and the call will be lost altogether. i haven't come across many issues using inContact, the experience has been predominantly positive
What problems is the product solving and how is that benefiting you?
the ability to communicate with different departments. inContact allows you to take calls from customers and transfer them to the correct representative. it makes communication much easier between customer and employee. rather than communication through email and IM, i am able to speak with others while avoiding miscommunication through computers. overall, i would recommend inContact to another employer when looking for easy ways of communication.
Recommendations to others considering the product:
NICE inContact is a great way to connect team members and people throughout an organization when working remote or working in different departments. it's a great way for customer service to receive calls and transfer the client to the correct department in order to answer their question. it's also good to be able to transfer departments while the customer is on hold in order to transfer back to the customer with the answer they are looking for.

    Insurance

There should be an option to listen to voicemails, instead of going to auto attendant

  • September 17, 2020
  • Review provided by G2

What do you like best about the product?
Seeing the amount of inbound and outbound calls.
What do you dislike about the product?
When you have the auto answer off and the phone automatically answers the phone
What problems is the product solving and how is that benefiting you?
The benefit is being able to see when your coworkers are on the phone, available, out to lunch
Recommendations to others considering the product:
N/a a

    Information Technology and Services

Incontact is awesome

  • September 17, 2020
  • Review verified by G2

What do you like best about the product?
What I like best with Incontact is the user friendly settings and features like auto-answer, message and call notifications both audio and visual.
What do you dislike about the product?
Login and loading time at the start of the shift takes too long sometimes.
What problems is the product solving and how is that benefiting you?
We are solving human resource solution in many parts of US and other countries. Using Incontact has made our job easier and smoother.
Recommendations to others considering the product:
Yes, I highly recommend Incontact with your business solutions.

    Paris W.

Daily Experience

  • September 17, 2020
  • Review verified by G2

What do you like best about the product?
I like the multi person communication, including warm and cold transfer along with three way calling has made my daily goal easier to achieve. I use Nice throughout my entire day making and receiving calls so it is an important part of my everyday. I appreciate the quickness as wells as the labeled unavailable options that keep a clear communication between my superiors and myself at a simple glance.
What do you dislike about the product?
N/A. There is nothing that I have to found to dislike
What problems is the product solving and how is that benefiting you?
I have realized being able to use Nice for multi person communication, including warm and cold transfer along with three way calling has made my daily goal easier to achieve
Recommendations to others considering the product:
n/a

    Mike H.

Great training resource

  • September 17, 2020
  • Review verified by G2

What do you like best about the product?
As a trainer for new hire employees, who are now all remote, this is a great tool to be able to monitor call volume and new agent statistics. I also like how customizable the dashboard is so I can set it up to only see what it relevant to me.
What do you dislike about the product?
Have been using this program for about a month now, snd so far I have not really found anything to dislike.
What problems is the product solving and how is that benefiting you?
Seeing exactly where phone agents are needed in real time and being able to make adjustments to the individual queues as needed.

    Travis W.

Incontact Review

  • September 17, 2020
  • Review verified by G2

What do you like best about the product?
Nice Incontact has a wide range of subject matter experts in different areas of the organization that are willing to help drive your business forward.
What do you dislike about the product?
We've had some struggle with their PC Dialer over the last few years. With that said the company has been committed to improving the technology and meets with our team regularly to make adjustments and improvements.
What problems is the product solving and how is that benefiting you?
Prior to using Incontact we struggled to track performance, easily report on our business and drive improvement with our staff. Nice has a growing number of tools and enhanced technology that allows us to remain flexible in an ever changing environment.
Recommendations to others considering the product:
Nice Incontact is always looking to push their technology forward. They have several different releases throughout the year that improve upon the existing tools or roll out new things that typically come as a direct result of their customers ideas.

    Shane M.

Best softphone service in the world!

  • September 17, 2020
  • Review verified by G2

What do you like best about the product?
I like how easy it is to make calls and recieve them
What do you dislike about the product?
sometimes the website doesnt load properly.
What problems is the product solving and how is that benefiting you?
The problems i'm solving is taking calls

    Brittaney H.

Proficient and ease with its capabilities.

  • September 17, 2020
  • Review verified by G2

What do you like best about the product?
It's performs the task expected by my company. It allows calls to be routed to all technicians. It makes changing status something down with ease and convenience. It allows us to be aware as to who is available so we would not disturb our colleagues.
What do you dislike about the product?
I've had issues where my calls do not connect when answering. I'm not sure if this is an inContact issue or with my internet or phone.

There should be accessible support or an FAQ when in the log in page. Some members of my team were able to integrate their inContact account into Salesforce, but aren't sure how they did it as it was so long ago. My inContact agent looks different from theirs as well.

For some reason, I have not had luck with making outgoing calls as well. It may just be user error, or the client hasn't answered when I've tried. I will concede to comb through the website to find my answers though.
What problems is the product solving and how is that benefiting you?
We provide support for LMS. This allows contacts to reach our 24/7 support with one phone call. It also ensures privacy of technician contact information.
Recommendations to others considering the product:
InContact is overall a valuable an effective tool. I find it worthwhile, and I'm not even taking advantage of the full capabilities and potential. As previously mentioned, I have not been successful in implementing inContact into my Salesforce account. I'm going to blame it on user error. My colleagues have been with the company so long, that they do not remember how they did this. Those that have integrated inContact, however, are able to do their tasks with more ease and effectiveness.

While combing through their cases, the launch agent is available on their screen. They do not have to worry about adjusting windows. Whereas every time I navigate elsewhere, I have to make sure my inContact is visible.

    Aimee S.

Engaging Call Taking Platform

  • September 17, 2020
  • Review verified by G2

What do you like best about the product?
I love the interface of Nice in Contact! In addition to the ease of accepting calls and placing outbound communications- it provides a user friendly view of upcoming tasks, recent interactions, and even a snapshot of your schedule for the day. As a help desk analyst- it keeps my motivated!
What do you dislike about the product?
I least like the outbound call interface. I feel like the verbiage and placement of the select a skill/ select an agent options are out of place. The dial pad should be more easily accessible.
What problems is the product solving and how is that benefiting you?
I am working through navigating the interface through repetition. When I find that I need to place outbound calls or do transfers I am watching the machine to see how the process is delayed, consistent, etc.
Recommendations to others considering the product:
Nice in Contact wins at keeping users engaged by showing a projection of the workday and opportunities to work on multiple projects at once . It is extremely attractive and user friendly.

    Telecommunications

AMAZING Conference

  • September 17, 2020
  • Review provided by G2

What do you like best about the product?
I loved the entire Interactions and how even though virutal I had the opportunity to meet so many different people.
What do you dislike about the product?
It was soo good I wish the conference could have been longer perhaps 3 days.
What problems is the product solving and how is that benefiting you?
NICE Incontact is helping me as a customer service representative to take calls with ease and quickly resolve issues with my callers.

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