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NICE CXone

NICE | 1

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External reviews

1,588 reviews
from G2

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

    Consumer Services

NICE inContact

  • August 18, 2020
  • Review verified by G2

What do you like best about the product?
The QM Pro is an excellent tool for managing quality. Our quality has gone up 20% since implementing QM Pro.
What do you dislike about the product?
Even though there are excellent pre-built reports I would love to see more!
What problems is the product solving and how is that benefiting you?
With the NICE inContact callback feature we have reduced our ASA and our customer surveys have increased with great customer improvement.
Recommendations to others considering the product:
NICE inContact is an excellent vendor. The tool is easy to learn, read and use. Our productivity has greatly improved since implementing NICE.

    Telecommunications

Enjoy using inContact

  • August 18, 2020
  • Review verified by G2

What do you like best about the product?
I love all of the reporting capabilities
What do you dislike about the product?
They have a wide variety of metrics available.
What problems is the product solving and how is that benefiting you?
Reporting for our clients
Recommendations to others considering the product:
It is a great all in one system, easy reporting capabilities, easy quality control functionality. There are a lot of integration capabilities. Agents love it and find it easy to use as well.

    Ausrine S.

NICE inContact Review

  • August 16, 2020
  • Review provided by G2

What do you like best about the product?
* Customer analytics dashboarding feature provides a solid overview of performance across key KPIs
* Straightforward and user-friendly UI makes navigation and usability a breeze
* Has a dedicated customer success team that is easy to reach by phone or chat
* Provides customization features to tailor fit the platform to your specific business needs
* AI and automation functionalities are a true innovation in the call center software space!
What do you dislike about the product?
* Integration with key business applications could be made more straightforward
* Customizations can be difficult and time-consuming to set up
What problems is the product solving and how is that benefiting you?
The main business problem that NICE InContact is helping us solve is enabling scalability and traceability within the call center team. Overall, the main benefits of NICE inContact are improved customer service, reduced costs and overall business growth.
Recommendations to others considering the product:
Give it a try!

    Outsourcing/Offshoring

Its ok

  • July 15, 2020
  • Review provided by G2

What do you like best about the product?
No hard to navigate. Easy to install. Calls clear.
What do you dislike about the product?
Connections to calls. Dropped calls. Sound on some calls.
What problems is the product solving and how is that benefiting you?
Fast response from tech team.

    Madisyn C.

Not my favorite dialer

  • July 02, 2020
  • Review verified by G2

What do you like best about the product?
it is an easy program to navigate and use
What do you dislike about the product?
It takes forever to connect to agent leg, it is spotty, sometimes it requires me to clear my cookies and data or else it wont let me in because it says my credentials are incorrect
What problems is the product solving and how is that benefiting you?
contacting customers is simple, i like that you have to push "hang up" 2 times to avoid a mistake
Recommendations to others considering the product:
It is not my favorite program, but it gets the job done and at least serves the purpose it is supposed to as a dialer

    Construction

Have used InContact for the Past 4 years. Mixed feelings.

  • June 23, 2020
  • Review verified by G2

What do you like best about the product?
The interface is simple and intuitive. The software is easy to learn and the ability to look at the performance of call center reps in a team side-by-side is helpful. InContact has also improved the speed at which it loads calls that have been stored in the database, and recent changes have reduced the amount of software crashes and bugs.
What do you dislike about the product?
UI is clunky and requires a lot of scrolling in order to get the information needed from reports. Recent changes make it more difficult to access all of the necessary information as certain areas have too much white space or buttons to access other pages are inconveniently located.
The support from InContact has not been great. Changes that my team were told would take place to the platform have either not happened or were very delayed.
What problems is the product solving and how is that benefiting you?
I use InContact for QA of reps in outbound sales by using the contact history report to pull and listen to the calls that are stored in the database. I also use InContact to answer calls from customers or to call coworkers.
Recommendations to others considering the product:
Great service to use to set up an easy to learn soft phone system. Reporting UI can be slow to deal with for daily use though, and customer support can be slow to act if issues arise.

    Medical Practice

Good platform for a centralized call center

  • June 05, 2020
  • Review provided by G2

What do you like best about the product?
The QMA product & Contact History Report. Both of these items have a huge impact in pinpointing issues and helping agents improve.
What do you dislike about the product?
Basic call counters are not available in any basic reporting. This has been an issue with multiple customers. While it's great that you can customize so much, there is some basic functionality lost.
What problems is the product solving and how is that benefiting you?
In my previous company, centralizing the contact types into one platform made a huge improvement in efficiency & handling time

    Real Estate

InContact Review

  • June 05, 2020
  • Review provided by G2

What do you like best about the product?
Incontact offer a lot in the way of IVR customization and error analysis, this has proven useful when customizing IVR's for clients.
What do you dislike about the product?
Customer Support can be tricky sometimes in getting half answers to questions.
What problems is the product solving and how is that benefiting you?
N/A

    Aneta W.

Overall positive experience

  • June 04, 2020
  • Review verified by G2

What do you like best about the product?
I've been using InContact for several years now and enjoy the product. Reliable system that provides all the data needed. Easy to interact with across different skill levels, for both inbound and outbound dialing. Very easy to access calls and navigate through reports.
What do you dislike about the product?
Apart from having to force out reps from time to time, it can be difficult to log calls to the proper accounts.
What problems is the product solving and how is that benefiting you?
Great at tracking rep performance and call activity.

    Government Relations

ACD Bliss

  • June 04, 2020
  • Review provided by G2

What do you like best about the product?
I like the call back feature. The customers are very impressed with the quick call back.
What do you dislike about the product?
Once in a while my agent doesn't log out.
What problems is the product solving and how is that benefiting you?
Even distribution of calls is our biggest solution.

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