Kiyanna H.
Furniture, 500+ employees
Less than a year
“Consistently dependable!”
Pros
NICE CXone has been consistently dependable for me. It rarely runs into problems and the features are easy and simple to navigate.
Cons
Every once in a while there are small connection hiccups but they're never anything too serious.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Juliana H.
Utilities, 51-100 employees
Less than a year
“User friendly for daily reporting”
Pros
QMA gets used every day and feels very user friendly. It works well for keeping records organized and makes reporting easy.
Cons
The sound quality could be better especially during virtual calibrations or when playing calls in meetings.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Audrey M.
Hospital & Health Care, 500+ employees
More than a year
“calls recorded automatically”
Pros
Getting into the system is easy and once logged in, all calls are recorded without any hassle.
Cons
We really do not run into problems unless there is a power outage and that is not something caused by�it.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Robin G.
Food Production, 51-100 employees
More than a year
“login failures are annoying”
Pros
Customer service does make contact when issues come up, although the requests still do not get properly completed.
Cons
Every month, I end up having to email just to get an invoice. I have asked multiple times for invoices to be sent automatically each month but�it�still never happens. The payments are taken on autopay every month without any issue, yet the invoice is never emailed unless I reach out first. On top of that we keep running into portal problems where passwords are not saved and we are unable to log in. Customer service says they've helped and configured everything but by the following month I am back in the same situation and still cannot access the account.
Rating Distribution
Ease of use
4
Value for money
4
Customer Support
3
Functionality
3
Nathalie
Auto Dealership, 11-50 employees
Less than a year
“Good dialer system for small businesses”
Pros
I really like the fact that it manages both incoming and outgoing calls for us.
Cons
It is frustrating when the software crashes, but their support team is efficient in helping you get back up and running.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Nathalie S.
Automotive, 11-50 employees
Less than a year
“Manages all calls in one place”
Pros
It's very helpful that the platform manages both our incoming and outgoing calls in one place.
Cons
The frustrating part is that�it�does crash from time to time but when that happens, their support team is quick to help get everything working again.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
8
James H.
Consumer Services, 500+ employees
More than a year
“provide real time reports”
Pros
One thing that really stands out is being able to pull reports whenever needed. The ACD is also great and the dashboards along with the supervisor application show real-time visibility into agent performance.
Cons
It�is definitely on the pricier side. That said, you really do get what you pay for and the value is absolutely there.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
10
Functionality
8
Gary S.
Insurance, 500+ employees
More than a year
“has impressive features”
Pros
NICE CXone comes with an impressive range of features and it keeps improving it with ongoing innovation. The platform is also very user friendly and the UX is laid out in a way that makes navigation simple and easy.
Cons
Support has been the weak spot. The tech support team does not always seem experienced enough to resolve issues quickly and they often have to pass cases to back-office, non-customer-facing teams which can delay responses and final resolutions by days or even weeks.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
10
Anthony N.
Banking, 500+ employees
More than a year
“Easy for daily use”
Pros
Using NICE CXone has been very easy and the platform is simple to work with daily. The reporting tools are especially strong and the support from the TAMs has also been consistently helpful.
Cons
One area that could use some improvement is QMA, particularly when�it�comes to planning features and reporting.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Akhil T.
Information Technology and Services, 51-100 employees
More than a year
“one solution for everything”
Pros
Everything comes together on one platform, so it delivers all the services in a single bundled solution.
Cons
When new requirements come up, there is still a dependency on other vendors to get them addressed.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
9
Functionality
8
Ryan B.
Insurance, 101-500 employees
Less than a year
“offer incredible community help”
Pros
The tool is quite user friendly once you start using it. On top of that the help from both the community and the support team has been incredible.
Cons
Quality Management took a little time to get used to at first because there was a slight learning curve.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
10
Functionality
10
Amanda D.
Insurance, 500+ employees
Less than a year
“Has strong reporting features”
Pros
CXone has been really dependable for us especially on the calling side. The call features are strong, it handles what we need consistently and the reporting options are extensive as well.
Cons
Where�it�falls behind is email. The email tools are nowhere near as developed as the call features, so some parts of our email workflows feel limited. I'd really like to see that area improved over time.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
9
Functionality
6
Mikko Jerome A.
Outsourcing/ Offshoring, 500+ employees
Less than a year
“Well laid out software”
Pros
The tools are well laid out and it's simple to navigate through them and spot each step in the organized process.
Cons
To be honest I really haven't run into any issues because�it�has been proven easy to use throughout.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Jomasel A.
Consumer Services, 500+ employees
Less than a year
“convenient schedule plotting”
Pros
Navigation feels easier now and plotting schedules is much more convenient. It also does a good job keeping attendance and adherence information updated.
Cons
I haven't run into any issues at this point.�It�seems very well designed for schedule management.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Raine Leonard C.
Consumer Services, 500+ employees
Less than a year
“Easy to check the daily schedule”
Pros
One part I really enjoy is being able to check my work schedule there every day.
Cons
Only part I like the least about�it�is the website's color scheme.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
9
Functionality
8
jonnnylou T.
Automotive, 500+ employees
Less than a year
“helpful call management”
Pros
Handling calls with this application is very convenient and works well for managing everything in one place.
Cons
The thing that could be better is�its�design, since�it�feels a bit outdated compared with other options.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Abel A.
Hospitality, 1-10 employees
Less than 6 months
“powerful cloud customization”
Pros
The ability to customize things within NICE inContact has been very valuable and the platform works well as a complete cloud solution. On top of that the support team is responsive and genuinely helpful when something needs attention.
Cons
One frustrating part was dealing with several issues that the Fall 23 release was expected to fix but in reality,�it�didn't resolve any of the problems I had run into.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
9
Functionality
8
Saskia M.
Restaurants, 500+ employees
More than a year
“real-time chat and smart routing”
Pros
Having real-time chat built in helps us stay connected with clients instantly and the VoIP support makes handling incoming and outgoing calls much more convenient. The automated call routing is also very useful because it sends calls to the right agent based on who is best qualified to help. Because of that, we can keep track of each client's transaction history with our business and personalize our service much better.
Cons
Getting�it�configured and moving client data into�it�has been one of the toughest parts for us since the process takes a lot of manual work and a significant amount of time. Whenever we create a new client profile, we end up spending too long completing all the fields�it�considers mandatory.�It�would save us a lot of time and effort if we had the option to customize which information�it�requires.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
10
Functionality
8
Adam K.
Consumer Goods, 101-500 employees
Less than a year
“DFO forecasting is a mess”
Pros
ACD, IVR, WFM and QA all in one platform is definitely amazing. Phone reporting is fairly decent too and support is responsive and helpful when the issue involves something that actually works.
Cons
Our biggest frustration is that�it�only supports forecasting for legacy email and chat. We followed NICE's recommendation and went with Digital DFO for chat and email, only to find out later that forecasting for those channels isn't available in�it. The obvious workaround would be building your own forecast model from historical data but�its�reporting doesn't give you interval-level history like AHT, service level or response rate. You can pull daily totals by channel but not the interval detail needed to make that useful. On top of that there are only two reports that include digital contact data. There is an interval report under Performance Management but if you run�it�for more than a single day, the interval data gets aggregated which makes�it�nearly useless. Then when you factor in the number of skills across multiple channels, you end up having to pull a huge number of reports every day. If APIs aren't your thing, you're basically stuck and need to find someone internally who can help. Regular support can assist with non-DFO issues but the advanced support team charges a lot in 15 minute increments and still only seems to have very limited DFO knowledge. When you run into problems with their tool, the answer is usually to point you back to the APIs. That means spending your own time learning APIs or depending on internal technical resources, assuming you even have them. NICE says the Fall '23 release is expected to fix a lot of this but none of these limitations were clearly disclosed upfront. We had to uncover all of�it�ourselves.
Rating Distribution
Ease of use
1
Value for money
2
Customer Support
1
Functionality
1
Chris B.
Health, Wellness and Fitness, 101-500 employees
Less than a year
“reliable and user-friendly platform”
Pros
The platform is very easy to use, can be deployed with little to no trouble and it consistently stays up to date.
Cons
When issues do come up, tech support can sometimes take a bit longer than expected to fully resolve a case.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
10