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NICE CXone

NICE | 1

Reviews from AWS Marketplace

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External reviews

1,591 reviews
from G2

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

    Consumer Services

it's the same features as when you are using an office phone

  • April 01, 2021
  • Review provided by G2

What do you like best about the product?
i can call internal team, inbound and outbound calls outside our organization
What do you dislike about the product?
the IVR sometimes is not recognized by some toll free number
What problems is the product solving and how is that benefiting you?
to be able to call Sales team ASAP instead of waiting for them to respond thru email. great alternative for online meeting, since this is less data intensive

    Automotive

Efficient

  • March 31, 2021
  • Review verified by G2

What do you like best about the product?
It's user-friendly and very informative. I like that it provides a lot of detailed information and tools that assist with helping employees.
What do you dislike about the product?
Honestly, if I had to dislike something it would be the length of the timeout.
What problems is the product solving and how is that benefiting you?
Monitoring agents. Also, giving information to help those agents.
Recommendations to others considering the product:
In regards to the overall user-friendliness of the program, I'd recommend it. Also, it's good that it provides good information and tools needed to help elevate interactions and monitoring of employees. I would suggest looking at the needs of your company and finding out what goals need to be met a go from there. The tools are they it's about how you use them.

    Automotive

Business email= Dillon.taylor@derivesystems.com

  • March 31, 2021
  • Review verified by G2

What do you like best about the product?
Ease of mind when taking calls and chats
What do you dislike about the product?
sometimes it lags but for the most part gets the job done
What problems is the product solving and how is that benefiting you?
Tuning problems, vehicle down
Recommendations to others considering the product:
Great software and makes life easier

    Oil & Energy

NICE inContact is a user friendly networking company, for those of all skill levels

  • March 31, 2021
  • Review verified by G2

What do you like best about the product?
I enjoy the integrated softphone feature, as our company no longer has two use two software programs to answer phone calls. The main functions are easy to use and user-friendly. inContact makes company networking less of a hassle.
What do you dislike about the product?
In my personal experience, the one function I often dislike is booting off the network due to technical issues.
What problems is the product solving and how is that benefiting you?
Each day using NICE inContact I'm able to solve many real-world problems with customers while receiving assistance from my work team. I have realized there are many additional benefits, such as the ability to use the software in user-friendly ways.

    Jasmine H.

have no complaints

  • March 31, 2021
  • Review provided by G2

What do you like best about the product?
I am learning how to maneuver through different settings.
What do you dislike about the product?
I have no complaints. I love working and learning new things about the setting.
What problems is the product solving and how is that benefiting you?
Helping people who aren't able to speak English, so I can transfer them over and get the assistance they need.

    Paul F.

Nice is Nice for an older feeling platform

  • March 31, 2021
  • Review verified by G2

What do you like best about the product?
I like the ability to pull the screens of phone calls from our phone agents while they took phone calls. I like that we can monitor the phone agents in real time and know what status they are in and what they are doing while they are working remotely from home.
What do you dislike about the product?
I'm not too fond of the platform and how it feels like the technology to pull and listen to calls is from the 1990s.
What problems is the product solving and how is that benefiting you?
We have launched a new sales team, and the technology has allowed us to get feedback and phone calls to do Quality Analysis to improve our servicing level and quality. We use it for our Core Servicing Department and workforce managaement to make sure employess are working and showing up on time, etc. during these times in covid.
Recommendations to others considering the product:
If you are using this platform for user experience and user-friendliness, then it can be challenging. If you are using it for functionality to get the data you need, then it works. I would not make it my first choice, but for the intent and purpose that we use, it gets the job done.

    Insurance

good enough

  • March 31, 2021
  • Review verified by G2

What do you like best about the product?
Schedules integrate well with Salesforce
What do you dislike about the product?
Too many scheduling notification emails.
What problems is the product solving and how is that benefiting you?
Schedules integrate well with Salesforce

    Hospital & Health Care

Customer

  • March 31, 2021
  • Review verified by G2

What do you like best about the product?
The program is very Easy to Operate and very easy to be trained on its very simply yet efficient
What do you dislike about the product?
I have not occurred a situation as of yet where in contact has failed me
What problems is the product solving and how is that benefiting you?
I am able to take alot of calls with very little to no phone errors

    Bindhu Sharan P.

This is such a great tool to manage our Phone contact channel.

  • March 31, 2021
  • Review verified by G2

What do you like best about the product?
The key feature is.

Optimal Contact Distribution
What do you dislike about the product?
Nothing to dislike they can modernize their UI.
What problems is the product solving and how is that benefiting you?
We're managing our Phone channel, multi-channel support for our various distributed teams, and support channels. Also, it greatly helps us in managing our Workforce.

    Geeta J.

Review on NICE inContact

  • March 31, 2021
  • Review verified by G2

What do you like best about the product?
I really like the Automated email feature which enables self service. Also the call routing functions along with the workforce optimization tools like workforce management, e-learning and hiring. It is the best contact centre software for the agents along with the managements.
What do you dislike about the product?
It would be great if they add more display customization and color options. Caller ID with the First and Last name of the caller on inbound calls would be helpful. Saving personal or custom configurations should have a more accessible GUI. Escalating to the correct resource in customer support can sometimes take longer than needed. The system doesn't always immediately connect after a disconnect.
What problems is the product solving and how is that benefiting you?
It's easy to dial and manage calls. Hold, transfers and conferences are elementary and simple and straightforward.
Everything in the software is easy to find, and the interface makes everything clear and easy to see.
Lower average handle time (AHT).
Lower Attrition rates of the agent.
It increases the agent's likelihood to recommend.

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