--- title: NiCE CXone Reviews meta_title: 'NiCE CXone Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1730 reviews by the users' company size, role or industry to find out how NiCE CXone works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 1730 scale: '5' date_modified: '2026-06-30' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # NiCE CXone Reviews **Vendor:** NiCE **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.3/5.0 **Total Reviews:** 1,730 ## About NiCE CXone NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com ## NiCE CXone Pros & Cons **What users like:** - Users value the **intuitive interface** of NiCE CXone, making it easy for new employees to navigate its features. (29 reviews) - Users appreciate the **intuitive interface and powerful features** of NiCE CXone, enhancing ease of use and customer service. (21 reviews) - Users value the **efficient interface** of NiCE CXone, making it easy for new employees and enhancing service quality. (20 reviews) - Users value the **intuitive interface** of NiCE CXone, making it easy for new employees to adapt quickly. (16 reviews) - Users appreciate the **intuitive interface** of NICE CXone, making it easy for new employees to navigate and use effectively. (13 reviews) - Customer Support (11 reviews) - Customization (11 reviews) - Users value the **intuitive and easy-to-navigate user interface** of NiCE CXone, enhancing communication and efficiency. (11 reviews) - Easy Integrations (10 reviews) - Call Management (9 reviews) **What users dislike:** - Users experience **call issues** with NiCE CXone, facing lag, dropped calls, and difficulty changing agent statuses. (12 reviews) - Users report **technical issues** with NiCE CXone, including lag, crashes, and frequent outages affecting performance and reliability. (11 reviews) - Users are frustrated by the **missing features** in NiCE CXone, impacting training and quality assurance efforts. (10 reviews) - Users express frustration over **poor customer support** , noting difficulties in contacting support and slow response times. (10 reviews) - Users often experience **delays in information** and find support response times unhelpful and slow. (8 reviews) - Users find the **learning curve challenging** , indicating the need for improved training and better support during implementation. (8 reviews) - Users report a frustrating **slow loading** issue with NiCE CXone Mpower, leading to significant delays in functionality. (8 reviews) - Users express frustration over **unreliable call functionality** in NiCE CXone Mpower, including dropped calls and display issues. (7 reviews) - Complexity (7 reviews) - Difficult Learning (7 reviews) ## NiCE CXone Reviews ### 1. Supportive **Rating:** 5.0/5.0 stars **Reviewed by:** Valerie S. | Administrative Clerk, Mid-Market (51-1000 emp.) **Reviewed Date:** April 14, 2021 **What do you like best about NiCE CXone?** The ease of navigation makes working go a lot smoother. It is a seamless process when I am working at a different workstation. Being able to just log in from another desk is a great tool. The window is small and continues to work even when I accidentaly exit the window. With it running in the background of my computer screen I am able to resume my work without the window interupting my screen until needed. **What do you dislike about NiCE CXone?** I would like to have more notifications. If I were able to see or hear notifications, I could quickly resume the task. When I miss a call I sometimes do not notice for 10+ minutes because the only way to know is if I open the window or look at my phone. I would like the option to automatically be placed available after missing a call. We are not a high-volume call team, I would like to see a simpler home screen or maybe a small widget in the taskbar. **Recommendations to others considering NiCE CXone:** I have never encountered an issue or any drawbacks. **What problems is NiCE CXone solving and how is that benefiting you?** Being able to see the log and the work being done has made the day-by-day easier. We are able to easily transfer calls between teams and without having the cutomer wait too long. It has helped multitasking become a smoother process. We are reletivly new to phone systems and everyone has had similar experiences with ease of connection and ease of use. ### 2. Great System! **Rating:** 5.0/5.0 stars **Reviewed by:** Crystal C. | Administrative Assistant, Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2021 **What do you like best about NiCE CXone?** Very easy to work! I like the components of the system & how a lot of items are tracked. **What do you dislike about NiCE CXone?** There is nothing that I dislike about this system at this time. **Recommendations to others considering NiCE CXone:** None at this time. **What problems is NiCE CXone solving and how is that benefiting you?** Time Management ### 3. Great tool for Customer Service Reps! **Rating:** 5.0/5.0 stars **Reviewed by:** Annette S. | customer service representative, Enterprise (> 1000 emp.) **Reviewed Date:** June 29, 2021 **What do you like best about NiCE CXone?** Easy to use. Customizable ringtones. Access to agent reports. Access to queue numbers. Great and easy to use overall. Hardly any issues with the software. If there are issues, then they are easily troubleshot or resolved with IT. All tools are easily accessible as well. **What do you dislike about NiCE CXone?** Sometimes the admins will block certain features from being customized by the user. Sometimes if I pull my headset a little bit too much and it disconnects, there is no way of me being able to reach out to the customer again even after I connect my headset back to the system. So that is one downside, the audio will fail altogether with no repair if any issue should arise mid-call. **Recommendations to others considering NiCE CXone:** Go for it! Honestly very easy to use. **What problems is NiCE CXone solving and how is that benefiting you?** Using it to launch the phone and resolve customer issues. Very pleasantly surprised with the easy interface during and after calls. Disposition codes are self-explanatory and beneficial to include the comment box in case the correct disposition code is not available. I can also see my reports to see my stats and how many calls I am doing inbound and outbound as well as occupancy rates etc. This is helpful when i am doing a meeting with my supervisors so we can see areas that need improvement as well as areas that I am doing well in. The stats also allow for them to do agent rankings that are necessary for Maximus, the client, to determine how to go about specific requests with the agent. Overall, I think NICE CXone has plenty of helpful tools that allow for the facilitation of the user. ### 4. NICE inContact makes our job very easy. Clear sounds and very easy to use! **Rating:** 5.0/5.0 stars **Reviewed by:** Keneth A. | Scheduling Associate, Enterprise (> 1000 emp.) **Reviewed Date:** April 13, 2021 **What do you like best about NiCE CXone?** The navigation of its function is very easy to use. Very recommendable for other businesses to use. The software and funtions is very user friendly and it makes life more easier. For us as an employee, it helps us to do good at work and boost our employee morale to do more. For report extraction, the data collated is very accurate unlike the first tool that we are using. Having such an aplication like Incontact makes life more easy. **What do you dislike about NiCE CXone?** Sometimes it disconnects automatically and needs to reconnects several times. And also if only some function can be easily access ordinary users to see bi-hourly report so it can be manage at all times. Seing real time number can improved productivity and self improvement. Also, some of the motivating factors is seing your performance real time and it can be improved when there's any struggles. **Recommendations to others considering NiCE CXone:** At first, give some time to understand the tool and give it a chance to showcase its valuable tools. At a specific time, you will see the self-improvement that it will give you. **What problems is NiCE CXone solving and how is that benefiting you?** I was able to manage my time efficiently. Many reports have been submitted on time because of the accuracy of the report from the application. All the information needeed while taking call is already indicated. Recordings and other stuffs! It benefits the business a lot because the goals is being hit a lot most of the time depending on the file that was being extracted by the dialer. By using this tools, it gives the business and client a win win solution since by having a tool that is easy access. Certain goals can be achieved. Kudos to the developer! ### 5. Great system, easy to use! **Rating:** 4.5/5.0 stars **Reviewed by:** Harrison R. | IT EUC Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about NiCE CXone?** CXone is very easy to use couldn't recommend highly enough **What do you dislike about NiCE CXone?** The only thing I would like is an application rather than a web based login **Recommendations to others considering NiCE CXone:** Very easy to transition to highly recommend **What problems is NiCE CXone solving and how is that benefiting you?** Better reporting and analytics ### 6. Great for call centers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2021 **What do you like best about NiCE CXone?** Easy to use and to understand, almost no issues with having to reboot or any bug fixes **What do you dislike about NiCE CXone?** I don't have anything bad to say but it was very easy to use **What problems is NiCE CXone solving and how is that benefiting you?** Great for call centers on any system i never had any issues that a quick reset didnt help. I will def recommand to all businesses and users around the world if able ### 7. Very good, very useful for daily tasks **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Civil Engineering | Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2021 **What do you like best about NiCE CXone?** I can listen to what people say on meetings/calls, which helps me check people's technical skills and soft skills. Also, it helps me provide pointers and praises for each specific scenario. **What do you dislike about NiCE CXone?** What I dislike about it is that there is no 2FA set in place when you are trying to log in. There is nothing else that I dislike about it besides the above sentence. **What problems is NiCE CXone solving and how is that benefiting you?** It helps me find out what can be improved on each meeting that our hires have with the customers. Based on the above, this aids me in providing pointers on what should've been done better. on the meeting and also, it helps me provide praises for whoever deserves it. ### 8. Highly Recommend! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about NiCE CXone?** I love that I can review calls and skip the silence and listen to the agent only or the customer only. It has a lot of features to review calls. **What do you dislike about NiCE CXone?** I wish there were a way to search for the agents by their number and name. I would also like to listen to a call in its entirety and not listen to 2 calls whenever the client asks to speak to a supervisor. **What problems is NiCE CXone solving and how is that benefiting you?** I can review calls and share each interaction with my team. This is a great benefit when trying to train agents or submit coaching requests. I also love that while I'm doing my monitoring, I can add notes to each call. ### 9. Makes life at work a lot easier! **Rating:** 5.0/5.0 stars **Reviewed by:** Luis A. | Technical support representative, Mid-Market (51-1000 emp.) **Reviewed Date:** December 07, 2020 **What do you like best about NiCE CXone?** This program has taken over an old software we used to use. This program has all the bells and whistles. The best part of it is that it's a web-based program and it is likely to remain connected at all times when connected to the network. The sound quality is what really gets my attention as it works very well. I don't need to have my volume all the way up and the customers can hear me just fine. **What do you dislike about NiCE CXone?** Sometimes when trying to answer a call the answer button freezes and it appears to refuse the call when it really was just stuck. At other times the ringing chime gets really loud for no reason. I wish there were more chimes to change the ringing tone. A miniature pop window would be very helpful as it can be put in the corner of the screen and easy to access. Customization would also be nice since everyone works differently. **Recommendations to others considering NiCE CXone:** There is no other software that I would use other than using NICE inContact. It's simple and the user interface is what makes it all better. **What problems is NiCE CXone solving and how is that benefiting you?** This program has solved problems such as commitments. It allows the user to set up a commitment and it will remind you when you need to send an email or make a callback to a customer when necessary. It has allowed the users to have a better address book when needing to reach coworkers in a rapid timely matter. ### 10. NICE is NICE! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Relations | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about NiCE CXone?** I like that shows how many available agents we have for each program. Also, that how much time we have spent on lunch, break, and working, etc. There are lots of NICE options! **What do you dislike about NiCE CXone?** The only thing that I do not like is that I cannot see my metrics. **What problems is NiCE CXone solving and how is that benefiting you?** It shows me how much time I am taking on my breaks, lunch, and personal time. I also love that I can see my evaluations and hear them. ### 11. Easy to Use and Accesible **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Medical Practice | Enterprise (> 1000 emp.) **Reviewed Date:** November 23, 2021 **What do you like best about NiCE CXone?** The NICE system is very user-friendly and not difficult to get a grasp of. I enjoyed utilizing the system while at my workplace. I think that it offers great features when needing to get into contact with our patients. **What do you dislike about NiCE CXone?** I am not sure. I don't have anything negative to say towards NICE; there wasn't anything in particular that occurred. **Recommendations to others considering NiCE CXone:** N/A **What problems is NiCE CXone solving and how is that benefiting you?** I am being able to be connected to patients and other representatives to make appointments etc. ### 12. The best solution in customer relantionship, i never had any experience like that! **Rating:** 5.0/5.0 stars **Reviewed by:** Erick C. | Relationship Assistant, Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2021 **What do you like best about NiCE CXone?** 1. The calls are always clear, have very good quality of sound; 2. It is greatly influences the final delivery to the customer; 3. it gives us confidence that we can talk calmly with the customer without interruptions; 4. Quickly connect relationship wizards; 5. Ease of making and receiving calls. **What do you dislike about NiCE CXone?** 1. Some calls, it makes a loud noise when the phone is calling; 2. Sometimes the costumer can't keep talking cause it disturbs, some noise gate would be very usual; 3. Always need to update all systems to work properly; 4. The connect button appears every hour, so be careful not to miss the call; 5. sometimes it is necessary to clean the browser to be able to connect. **Recommendations to others considering NiCE CXone:** 1. Intuitive interface; 2. Easy access to information; 3. Great quality in the links; 4. Fast system; 5. Always use F5 when using the system; 6. pay attention to the times so as not to go out for breaks together with other users; 7. Always update systems for Nice to work properly. **What problems is NiCE CXone solving and how is that benefiting you?** We realized that we always need to connect the agent, this was resolved when the connection time became longer, but it is still necessary to be always connecting the extension. ### 13. Newly onboarded to Nice inContact (CXOne) **Rating:** 4.0/5.0 stars **Reviewed by:** Lateesha C. | Project Coordinator - Systems, Mid-Market (51-1000 emp.) **Reviewed Date:** April 09, 2021 **What do you like best about NiCE CXone?** Nice inContact has tons of products to choose from. They can spin up a solution to most contact center issues with more features than you realize. We're barely beginning to implement some products (WFM/ACD) and the handoff from sales rep to implementation manager to technical account manager was good and informative. They allowed us to choose which items we needed 'a la carte' and were understanding when it came to adding more products in the future. **What do you dislike about NiCE CXone?** Since Nice inContact is such a large company you're dealing with folks all around the U.S. with specialized functions, this can cause a lack of cross-functionality. I'm seeing this a small bit, but can speak at length about it since our work with them is just beginning. We did have a little hiccup with our sales team understanding what we needed to accomplish which put us back about 30 days on our implementation plan. There are far too many sign-ins. Sign in for our business unit, sign in for the support site, sign in for their training site. I think this is something they are working on but I would like to just access this all from one place on the primary sign-in. **Recommendations to others considering NiCE CXone:** If you're looking for a wide range of solutions for your contact center, this is a great company to take a look at. **What problems is NiCE CXone solving and how is that benefiting you?** Trying to get more understanding around our telephony channel. Our previous platform provided very little data, visibility and customization we needed to be able to improve our SLA. Nice inContact gives us the granularity we need. This will help us make better real-time and long-term decisions on how to improve. ### 14. Perfect Addition to the Workplace! **Rating:** 5.0/5.0 stars **Reviewed by:** Dakota P. | Data Entry, Enterprise (> 1000 emp.) **Reviewed Date:** April 07, 2021 **What do you like best about NiCE CXone?** inContact is great for use in the workplace for a call center. It is fast; we take calls on a daily basis adn inContact allows us to do so, fast and efficiently. inContact has created a usable platform to help businesses and customers alike. It is efficient; when we have incoming calls it allows us to accept or decline. During the call we have a lot of options, we can hold, transfer, conference, launch a recording, mute, and hang up on the call. This allows us as employees to be able to have meaningful calls and experiences with both employees and customers. inContact is helpful because I can view my schedule whenever I need. Using their services we can apply to get time off at work, see our schedule, and see other employees schedules in real time. **What do you dislike about NiCE CXone?** At times there are errors with the inContact call application. This is usually due to personal internet issues. The application where we, as employees, can review our schedules in real time has had one particular error. On the main page when we log on to view our schedule, when I am on the clock it doesn't show when my break is, I have to go to the overall view of everyones schedule to see that. That is really all the issues I can think of. **Recommendations to others considering NiCE CXone:** NICE inContact has an incredible platform and lets users have great experiences with their systems. If you are looking for a system to use for call center uses inContact has the perfect systems for you. It is reliable, helpful, and efficient. **What problems is NiCE CXone solving and how is that benefiting you?** It helps us with our call center experience, both for our customers and employees. We are solving the issue of accepting, answering, and ending calls with our techinicians, sales representivies and customers. Not only can we use the call application through our headset but we can connect it to our phone if need be. This allows us to have so many more opportunities while working and having a good experience with work and our job. I am extremely lucky to be able to work from home using this application, especially during the COVID -19 pandemic. I can use the call application from home and can view my schedule whenever I want, which I am very fortunate to have. ### 15. Great Connection **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** January 07, 2022 **What do you like best about NiCE CXone?** What I like the best about this software is that it is effortless to use. **What do you dislike about NiCE CXone?** There isn't anything about thie software that I would say that I dislike. **Recommendations to others considering NiCE CXone:** N/A **What problems is NiCE CXone solving and how is that benefiting you?** I am able to work from home as an independent contractor and use this software for autodialer with the company I work with. ### 16. Nice User Agent Review **Rating:** 5.0/5.0 stars **Reviewed by:** Estrella F. | Customer Service Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2021 **What do you like best about NiCE CXone?** The system is straightforward to use for taking calls. It´s a very simple wesbite to use to take and recieve calls. The sytem never has technical issues which is very helpful when taking calls. The clarity of the calls is nice as well. I like the options that it gives you for the messages and the queue. It is cool as well that it has all the info about all the options that NICE gives you with an explanation. **What do you dislike about NiCE CXone?** Nothing at this time. I do enjoy the Nice website; as stated before, it's very easy to use. I would say i dislike maybe the color theme, but that is just me personally. The calls do drop frequently, that is annoying. I would maybe say if they added an option for a silent hold or to turn down the hold music. I have alot of customers complain about the music. Other than that i wouldnt really give it a bad review its just little things that I can deal with. Maybe making the caller screen a little smaller, it takes up a third of my screen. **What problems is NiCE CXone solving and how is that benefiting you?** I am customer support for Disney Plus. I help a customer with technical, billing issues and issues related to the app and their account. I have realized it is much simplier to take calls and assist customer with all the options NICE provides to do so. It is very easy to conference call, I previously used Avaya which always caused issues with the calls dropping when doing so. I am very happy with the system NICe has and look forward to using it! ### 17. ALL Superb! No hustle for contacting someone. Thanks for this experience! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** December 28, 2021 **What do you like best about NiCE CXone?** No hustle. My experience here is likely awesome. **What do you dislike about NiCE CXone?** I just dislike the time when I left my nice running. It automatically switches off. **Recommendations to others considering NiCE CXone:** They should switch to Nice because it is really easy to use. No hustle. **What problems is NiCE CXone solving and how is that benefiting you?** Benefits of doing the work done right away. The distro is all here. No garbled sounds from the other party. ### 18. Nice in Contact user **Rating:** 5.0/5.0 stars **Reviewed by:** Kenyatta R. | Customer Service Rep 2, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2020 **What do you like best about NiCE CXone?** My favorite features in Nice include that I can review my call quality reviews visually and audio. Nice shows what was completed on each quality score per screen and the listen to the recordings as well. **What do you dislike about NiCE CXone?** Unfortunately, the navigation system and scheduling time off with nice can be challenging because I am still learning all of the features and functions of the system. If Nice is not docked correctly, it will hide behind other applications, and i can be in an unneeded release code. **Recommendations to others considering NiCE CXone:** Be mindful that when using a new system like Nice in Contact there will be challenges and with those challenges continue to move forward to laarn the full potential of the product and get the full use of the product. **What problems is NiCE CXone solving and how is that benefiting you?** With Nice in Contact i am able to see daily reports in real-time of daily averages and adjust any daily average for metrics that I am not meeting for the day. I am able to view my upcoming scheduled events. ### 19. It's nice to have NICE. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** June 26, 2021 **What do you like best about NiCE CXone?** The NICE application runs on a browser, so you don't need to install an app to use it. **What do you dislike about NiCE CXone?** So far, so good. I do not see anything that I don't like on this application. **Recommendations to others considering NiCE CXone:** It is a user-friendly application, easy to use and navigate, even for beginners. **What problems is NiCE CXone solving and how is that benefiting you?** We assist clients who's having issues with their banking applications. ### 20. very comfortable, good handling, i like the feature once you start recording you cannot stop it. **Rating:** 5.0/5.0 stars **Reviewed by:** noel d. | customer service agent, Small-Business (50 or fewer emp.) **Reviewed Date:** April 06, 2021 **What do you like best about NiCE CXone?** the agent reports tab, is very useful when handling your performance on calls. every feature is well detailed, to be able to modify it and add colors as well as a good feature. the call history comes in handy when I have to make an outbound call, I can directly call the customer without having to look for a number. having a queue call is really when you have less call you want them out for available time, that's a good feature. **What do you dislike about NiCE CXone?** what I dislike is when you log out, it automatically closes it, instead of just logging out and if you want to log back in. but no you have to re-launch max again, that is something that causes me to lose precious time. that is the only feature, the rest is really amazing when it comes to handling customers. **Recommendations to others considering NiCE CXone:** is a good tool to use, very competitive, we all have no problems while using it, and the best option is that times everything, phone calls, breaks, lunch. **What problems is NiCE CXone solving and how is that benefiting you?** solving the customer issue, the customer directly addresses their issue and we solve it accordingly. we address and make 3-way calls as well, and to be able to speak 3 parties or just 2 is really convenient. having to call any agent at free will is really convenient when you need further assistance, that is really good, as well as your performance as an agent can be detailed review in the max system as well. good system, well developed. xd.-- ### 21. Easy to use, fast with calls. **Rating:** 5.0/5.0 stars **Reviewed by:** Vanessa O. | Patient Enrollment Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2021 **What do you like best about NiCE CXone?** I think is excellent have the option to use a software like Incontact, where you can make call all around America with the same phone number, the idea of having different area codes to choose, makes every call attempt more susceptible to get an answer and get a yes. InContact is really easy to use, is great to see how much time of the day you have spent making calls, being available and being unavailable, produces more accurate getting a productivity data. how many calls you have made, etc, **What do you dislike about NiCE CXone?** The interface could be a little more friendly, it would be more effective to make a call without so many steps, and when you are finishing a call, having to select a category makes is tedious, there are too many clicks. When the internet is not working correctly, sometimes you have to restart Incontact sometimes you have even to restart your computer to make it work again, the fact that this software is linked to another one, makes everything slower (Not sure if apply to all cases). **Recommendations to others considering NiCE CXone:** If you're looking to make calls all around America, this is your way to go. **What problems is NiCE CXone solving and how is that benefiting you?** In average, I have to make 80-100 calls a day. I've seen I get more answers and "yeses" from people when they see a familiar area code on their phones, I can perceive they feel more comfortable talking to you and less "treathened." I can improve my daily goal every day looking at my State Summary, I can know exactly how efficient I've been. ### 22. Best system to use for your company. **Rating:** 5.0/5.0 stars **Reviewed by:** Jessica A. | Customer service reresentative, Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2021 **What do you like best about NiCE CXone?** What is like about the NICE system the best is how User-friendly the system is. I also like the sleekness of the interface. The system is easy to use. The modes are easy to chose. **What do you dislike about NiCE CXone?** Sometimes the agent leg disconnects and puts me in refused status. I wouldn't know if I was in refused until my supervisor tells me, being in refused can take a toll on my adherence and my overall score for the week. Also, one could say that I was avoiding calls. I have to double-check my status every few hours to make sure the system did not put me into refused position. There is also static on the phone sometimes when using NICE. Also, sometimes members complain about hearing an echo on the line. Also, one time, the Nice system was down, so it would not let me connected to the agent leg at all, so the call enter could not take calls at that time. **What problems is NiCE CXone solving and how is that benefiting you?** I am assisting customers quicker and more efficiently. I no longer have the same issues I had with previous software. The benefits are being able to easily use the system, which results in solving the customer's issues better, and this helps with one call resolution, which is one of the goals my company has for the call center. ### 23. I am truly impressed with this system. At my last job SYNQ3 i used this system and we had no idea. **Rating:** 5.0/5.0 stars **Reviewed by:** Tiffany W. | Customer Service Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** April 06, 2021 **What do you like best about NiCE CXone?** I love that as soon as i log on i know my breaks and lunches up front . It also lets me know how long i have been on each break which makes it really hard to be late. I am able to confirm my schedule daily. which keeps me in the know and it stays updated.It also has an amazing transfer system and it makes it very hard to accidently loose a call. I truly reccomend it for anyone who needs to make sure their employees are not late and not missing days due to scheule confusion. Everytime there is a update to my schedule i automaticly get an email letting me know to check my schedule for updates so i am never in the dark. I know each and everyday as i am clocking in what my daily schedule is and I can never say i was left in the dark when it comes to my schedule. I also can see when i need to work. and how much time i have till my next break. **What do you dislike about NiCE CXone?** So far, Their are no complaints with this company. We used it at my last job and didn't know it did all these things. This is truly amazing i reached out to my former company to let them know. How they were not using the full greatness of the system.It will help them with those who say they are unaware of what thier schedules are for the day. It also lets you know what you have off and how long till your breaks and lunches.Synq3 would benefit from the WHOLE systeml they are only using the phone system it does not use the transfer or scheduling part of this system. **What problems is NiCE CXone solving and how is that benefiting you?** There is no mix-up in breaks or lunches and how long you have been on it. You know your breaks and lunches when the day starts. It also keeps you up to date with each Teir and how to contact each one. I love that it even lets me know how much longer i have till my breaks and lunches and the end of the day I also love that it keeps my up to date on my schedule for the week. I truly remmomend this system for any company who are trying to keep up with their employees clocking in on time and sticking to the schedule. ### 24. Great solution for remote workers that are needing to make calls both inbound and outbound. **Rating:** 5.0/5.0 stars **Reviewed by:** Summer D. | Managing Owner, Mid-Market (51-1000 emp.) **Reviewed Date:** September 18, 2020 **What do you like best about NiCE CXone?** Using InContact allows us to provide a universal call back number on caller ids for our clients as we work remotely at this time. This allows us to use our personal phones without creating security issues with releasing our personal numbers to clients. You are also able to look back at the call log / history of calls that you have made to help keep track of which clients you called at what time. This feature is super important when making high volumes of calls each day and needing to track when you should attempt to call a client back. **What do you dislike about NiCE CXone?** Nothing so far, the system is easy to use and makes it easy to redial a recent number if needed. The system is super easy to use and very intuitive, not much of a learning curve if any at all, when it comes to learning how to use the InContact system. **Recommendations to others considering NiCE CXone:** This is a great service to provide reassurance to clients that the remote workers calling, are with your company. **What problems is NiCE CXone solving and how is that benefiting you?** Using InContact allows us to use our personal phones without having them show up as our number or as a blocked ID. The blocked id resulted in many missed calls for our clients as they did not want to answer a blocked number or did not want to provide information to someone calling from a secured line. InContact has changed the productiveness of our team by allowing us to reach our clients quickly and confidentially. ### 25. Works when it wants but when it doesnt want to its a nightmare **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** January 04, 2022 **What do you like best about NiCE CXone?** The option to leave feedback through the app makes it quick to report issues **What do you dislike about NiCE CXone?** The fact that some days the connection and sound work great on other days it is a literal headache **What problems is NiCE CXone solving and how is that benefiting you?** I help customers get their needs to meet the benefits of NICE help cx communicate through multiple channels. ### 26. Better than Avaya **Rating:** 5.0/5.0 stars **Reviewed by:** Manoj J. | Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2021 **What do you like best about NiCE CXone?** I liked the Cloud Features of Nice. it's cool.inContact Inc. provides cloud contact center software solutions. The Company offers cloud contact center call routing, self-service, and agent optimization solutions. inContact serves business process outsourcing, government and education, financial services, and healthcare industries worldwide. **What do you dislike about NiCE CXone?** Nothing. It's good. Easy to use. It's ok. **Recommendations to others considering NiCE CXone:** Must try. Easy to use. I liked Cloud Features most. it easy for contact centers to win every customer interaction, deliver great customer experiences, and achieve their business goals—all from the flexibility and reliability of the cloud.NICE inContact CXone is the market-leading call center software in use by thousands of customers of all sizes around the world. ... These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer. nice inContact CXone :-Cloud Customer Experience Platform. CXone is a fully-integrated and open cloud contact center platform combining the industry's leading Omnichannel Routing with the foremost technologies in Workforce Optimization, Analytics, Automation and Artificial Intelligence.When agents connect with customers, the omnichannel interface allows them to personalize interactions based on customer data and sentiment. It’s easy to add new channels as needed to outdo your competitors. **What problems is NiCE CXone solving and how is that benefiting you?** REporting purpose. I really liked it. Better agent experience Better control of labor costs Better customer experience Increased revenue - When sales calls come in, you don't want them abandoned because wait times are too high due to understaffing. And you need agents staffed for those calls who are skilled at sales so they can convert the leads. Good workforce management addresses both of these situations, and therefore can help increase revenue. ### 27. Awesome! **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley C. | Sales Support, Enterprise (> 1000 emp.) **Reviewed Date:** December 30, 2021 **What do you like best about NiCE CXone?** I am able to also chat with the sales reps through incontact which is more organized **What do you dislike about NiCE CXone?** everything works great thus far, no issues. **What problems is NiCE CXone solving and how is that benefiting you?** we mainly are able to communicate with the sales reps while they are also on incoming sales calls, benefits are more organized and it does not freeze like google chat. ### 28. Incontact is a reliable tool for a telecommunications professional. **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan A. | Helpdesk Technician Level 3, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2021 **What do you like best about NiCE CXone?** It facilitates working from the office or from home with equal ease, and reliably provides crisp, clear communication from end users to technicians. The GUI doesn't take up too much space, which is very helpful for desktop management, and clearly labels upcoming breaks and lunches, as well as providing useful agent reports. Holding and muting activities are common-sense, and the UI is clearly labelled. **What do you dislike about NiCE CXone?** When switching from the active panel to the control panel (which has New, Schedule, Message, etc) you have to hover with your mouse. This occasionally glitches, and would be better as a button than as a hover-sensitive GUI element. Additionally, the program is very slow to register loss of internet access, and I feel this could be improved. The Event Log shouldn't be necessary to pull up CIDs -- each CID could be displayed beneath the contact in the recent contact history display from the main **What problems is NiCE CXone solving and how is that benefiting you?** I have solved many people's telecommunications troubles in my capacity as a tier 1 technician, and I use incontact to reach them. I benefit from a reliable connection and readily available caller ID, Company name, and other fields. I have been able to offer a seamless experience for customers who call into queues with various afilliates across the united states, and have been able to transfer customers to affiliate offices without breaking customer immersion. ### 29. A solid program and User Friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Alex F. | CSR-1 Unemployment Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2021 **What do you like best about NiCE CXone?** The compact and efficient look. It doesn't take up too much screen space. I had no issues learning the program. There is no lock out feature as far as I am aware. **What do you dislike about NiCE CXone?** There is no ability to assign shortcuts to the keyboard. I would like the ability to answer a call, mute, hold with some keyboard button presses. This would increase ease of access and improve efficiency even further. **Recommendations to others considering NiCE CXone:** It blows the competition away with simple, compact, and easy-to-use controls. **What problems is NiCE CXone solving and how is that benefiting you?** I am assisting with unemployment information calls. The number one benefit is that I don't need to use a phone at all. ### 30. Worked with this for the last 4 years **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about NiCE CXone?** Been working with this program for more then 4 years. It's easy to use, friendly interface for end users. Was able to have a peak view of the Admin side and it has very usefull reports and dashbords for Admins to use. **What do you dislike about NiCE CXone?** The password reset flow is a bit complicated and the reset e-mail takes to long to be received. It would be beneficial to hav this corrected and have a faster delivery. **What problems is NiCE CXone solving and how is that benefiting you?** We use InContact for communication with customers and our Support staff and between support to direct incoming calls to available engineers for a fast turn of events. We are delighted with this feature so far. ### 31. Nice is Nice for an older feeling platform **Rating:** 3.5/5.0 stars **Reviewed by:** Paul F. | Sr. Benefit Consultant II, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2021 **What do you like best about NiCE CXone?** 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 NiCE CXone?** 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. **Recommendations to others considering NiCE CXone:** 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. **What problems is NiCE CXone 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. ### 32. Review on NICE inContact **Rating:** 4.0/5.0 stars **Reviewed by:** Geeta J. | Business Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 31, 2021 **What do you like best about NiCE CXone?** 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 NiCE CXone?** 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 NiCE CXone 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. ### 33. Great Experience with NICE inContact **Rating:** 5.0/5.0 stars **Reviewed by:** Howard O. | Managing Partner/Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** March 30, 2021 **What do you like best about NiCE CXone?** Great customer service, billing is easy to understand, and never any issues with service working. We have been a customer of NICE inContact for several years and I would recommend them to anyone. **What do you dislike about NiCE CXone?** I do not have any downsides or dislikes. Since we first started with NICE inContact we have never had any issues which has been so nice. The only dislike I am finding at the moment is this survey - it makes no sense that it does not include long distance service as one of the services that NICE inContact provides and I am wondering how my old office manager came about this service. It is very confusing. **Recommendations to others considering NiCE CXone:** I do not have any at this time being that we only have long distance with NICE inContact and have not utilized any of the other products or services available. In the future I would be happy to provide a review if we ever decide to use them. **What problems is NiCE CXone solving and how is that benefiting you?** We use NICE inContact for our long distance needs only. We are aware of their other services but as a small company, we currently are not in need of these other services at this time. Pricing for long distance service is easy to understand and billing is streamlined and easy to comprehend. ### 34. Helpful to get the job done! **Rating:** 5.0/5.0 stars **Reviewed by:** Maria R. | A, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2021 **What do you like best about NiCE CXone?** How fast it is to connect to the max agent! **What do you dislike about NiCE CXone?** The only thing i would say i dislike it how sometimes it has a delay in my calls or sometimes they cant hear me at all or i cant hear them and i have to reboot the entire system **Recommendations to others considering NiCE CXone:** It would be amazing if there was zero issue with hearing out of max or them hearing me. But, i understand that nothing is perfect and i cant expect it to be.. But if people do happen to have that trouble i would recommend unplugging and plugging the headphones back in to see if that works. if not then unfortunately, you'd have to restart the whole system which is time consuming especially if you have goals you need to reach. . It gets hard to reach that goal when there are times where in connect or max just doesnt want to work or catch whatever it is you're saying. as well as it getsz frustrating having to reboot the system due to them not hearing you and you not hearing them . That would be my only issue with it. other than that it does the job.... another thing that would be cool is if they connected the orgs with Chartfinder, that way when a new org comes in it pops up on chart finder as well. **What problems is NiCE CXone solving and how is that benefiting you?** Its helping me solve problems by calling back to places that need call back with nearly no issues ### 35. A Great Addition to our Team **Rating:** 4.0/5.0 stars **Reviewed by:** Christina N. | Customer Care Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** March 29, 2021 **What do you like best about NiCE CXone?** Easy communication back and forth with just a few minor issues. Nice features for availability and status. Just a few clicks and you are ready to go. Really like that I can work from home with just my internet, no hard phone required anymore! Everyone has their own unique ID, and it saves it so you don't have to enter it in every single time. Another nice feature is the holding system. I know, that sounds weird, but it's super easy to transfer a call, and have the customer on hold while you call another department and get back to them in no time at all. There's no lag or dropped calls while you are on the phone. The voicemail system is easy and is all in one place, and you can save them in case you need to go back to them. No pesky phones where you have to type in your code and wait for all the options. **What do you dislike about NiCE CXone?** Tends to freeze on occasion, but like all technology, just needs some kinks ironed out I'm sure. When calling colleague to colleague, with our system, it has their direct number and their "soft phone" number. The soft phone number has you go back from Ring Central if someone is trying to call you and accept it from your MAX. Just wish it was just all on one side, because sometimes you don't hear the notification that someone is trying to get ahold of you. At times there is also a dropped call when the agent is trying to connect. Other than that, no complaints! **Recommendations to others considering NiCE CXone:** If you are used to using a hard phone, there is definitely a learning curve. Once you get the hang of it though, you will never look back. Like all things when it comes to learning something new, it has it challenges, but I encourage you to stick with it. Hard phone systems have their advantages, but you'll be hard pressed to find something with this ease of access. And with working from home being in the norm, this is ideal for the situation all of us find ourselves in these days. **What problems is NiCE CXone solving and how is that benefiting you?** The fact you no longer have to have a phone jack at home to connect has been a total game changer since working from home. With everything going on with everyone working remotely, this has solved a lot of issues and concerns about being able to do your job from home. Without this service, we would have never been able to get through. We have been using this for almost a year, and I can't even imagine going back to a hard phone at this point. ### 36. I love using nice, its fast & effective Use it daily. **Rating:** 5.0/5.0 stars **Reviewed by:** bre s. | Payments & Risk, Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about NiCE CXone?** The max feature is beneficial; I use it daily for work. **What do you dislike about NiCE CXone?** Sometimes it crashes on me. That's the only thing I dislike. **What problems is NiCE CXone solving and how is that benefiting you?** I was helping the customer with excellent customer service. ### 37. Good application for customers and employees at a side **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about NiCE CXone?** The cloud platform that just keeps on giving, also has a good use for call centers in need, where you can help the business to maximize. **What do you dislike about NiCE CXone?** The call center software that needs some tweaks and UI improvement, but that's just about it for now. **What problems is NiCE CXone solving and how is that benefiting you?** Call center calls are much easier to handle and it has a very good use for dialing into meetings when in need. ### 38. User friendly and easy to navigate **Rating:** 5.0/5.0 stars **Reviewed by:** Trystan I. | Health guide, Mid-Market (51-1000 emp.) **Reviewed Date:** April 13, 2021 **What do you like best about NiCE CXone?** I love a lot of things about NIC. I love the ability to smoothly merge/conference calls and transferring calls. It is quite easy to navigate and very user-friendly with the click of a few buttons. It even allows the option to warm and cold transfer phone calls. Very user-friendly. **What do you dislike about NiCE CXone?** The downside is that it requires the use of dispositions after phone calls. I do see how this is important (to track phone calls and text messages), however, it can get a bit tedious. A neccesary evil. **What problems is NiCE CXone solving and how is that benefiting you?** Sometimes, an inbound call may not ring. Once in a while, I am unable to accept an inbound call and the screen is frozen. Both of these issues are very rare and have only occured a few times within thousands of calls. From this, I have realized how efficient and consistent NIC is. ### 39. VERY convanent **Rating:** 5.0/5.0 stars **Reviewed by:** Janice G. | financial aid advisor, Small-Business (50 or fewer emp.) **Reviewed Date:** December 06, 2021 **What do you like best about NiCE CXone?** able to overview discuss student's financial aid over the phone without them coming in to the campus able to work from home **What do you dislike about NiCE CXone?** There is nothing about the NICE phone I dislike, it is a prefect product for my company **What problems is NiCE CXone solving and how is that benefiting you?** able to overview and package a student from home on student lunch breaks at work, student enroll and start the program of chorce ### 40. Participant Services Representative **Rating:** 5.0/5.0 stars **Reviewed by:** Narai N. | Participant Services Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2021 **What do you like best about NiCE CXone?** The connectivity is amazing. Calls are not dropping and we can hear the customers clearly. Also, the customer service team is wonderful and very helpful. I also like that it is easy to navigate and automatically puts us in wrap up after a call and if we need to extend the wrap up we don't have to select another option like in our old phone system if you wanted to go on an extended wrap up, before your ninety seconds where up you would have to select another option to put yourself in an extended wrap up status. **What do you dislike about NiCE CXone?** Having to link the cases because the screens pop up and it automatically creates a case for us. Also, we don't get a wrap up time when we finish on an outbound call. **Recommendations to others considering NiCE CXone:** Great platform phone system. **What problems is NiCE CXone solving and how is that benefiting you?** We have been able to resolve our connectivity issue and call are not dropping. Also, we have everything in one system instead of the platform we were using before, you had to have two different systems up to take calls and if one system was down the other one would be affected. Also, sometimes we would experience hours of the systems being down in the old phone platform we were using, and in this new one we are always connected and there is never a moment where it has gone down and our customers cannot reach us so we are very pleased so far with the outcome. ### 41. Great product with no bugs found in 2 years **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 24, 2021 **What do you like best about NiCE CXone?** The product is integrated as a widget with RingCentral, which we use to transfer calls or to get the ones from our customers. I've never had any issues with it. **What do you dislike about NiCE CXone?** As previously mentioned, I've never had any issues with it and the product works fine. **What problems is NiCE CXone solving and how is that benefiting you?** It is used at our company to transfer calls to RingCentral and to get the necessary CSATs for our management team to review. ### 42. Incontact KL Review **Rating:** 3.5/5.0 stars **Reviewed by:** Kyle L. | Customer Service Rep, Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2021 **What do you like best about NiCE CXone?** incontact helps my company effectively and efficiently take, direct, route, and delegate calls from participants in retirement plans. it allows for us to deal with high call volume in a controlled organized, manageable fashion. if incontact was not being used, the organization of our department would be pretty severely affected, which would negatively impact productivity and overall customer experience, which can be damaging to the company's reputation **What do you dislike about NiCE CXone?** the system can shut down sometimes, leaving me as a bit of a standstill if i am on the phone with a client, and the app sometimes has trouble opening up when i do have to close it, which can be a problem when we are dealing with a really high number of callers in our queue, which can cause long hold times and delays for participants **What problems is NiCE CXone solving and how is that benefiting you?** When our call center is really busy, the system helps to manage all the callers in a queue. also the system can direct calls to the correct department to avoid backlog and delays, which is very useful when working in a call center with a large number of callers ### 43. very easy and simple to navigate through. **Rating:** 5.0/5.0 stars **Reviewed by:** Celso R. | i am currently a new york state department of health agent, Mid-Market (51-1000 emp.) **Reviewed Date:** March 26, 2021 **What do you like best about NiCE CXone?** its very easy to set myself as available or unavailable, going on any type of break and it lets my supervisors know my every status. i can easily conference or transfer calls in the most simple way possible. i always know the company's call rate as well. nice incontact is a very well run and a real smooth platform to work on or with **What do you dislike about NiCE CXone?** i really dont like the fact that i sometimes get errors even with a strong internet connection also id like to be able to resize the side phone to a preferred sized window i feel like it takes up a large portion of my screen which gives me less workspace **Recommendations to others considering NiCE CXone:** its very easy to get the hang of! **What problems is NiCE CXone solving and how is that benefiting you?** patients call our hotline and get transferred to one of our agents which all use the platform nice incontact and it makes our jobs very easy and simple to schedule, reschedule, or cancel appointments for our patients. ### 44. NICE XCone Review **Rating:** 5.0/5.0 stars **Reviewed by:** Taylor J. | Registration Adviser, Small-Business (50 or fewer emp.) **Reviewed Date:** June 29, 2021 **What do you like best about NiCE CXone?** I find that the calling and texting features are very smooth and has make working extremely easy for me. **What do you dislike about NiCE CXone?** Sometimes incoming text messages will not show up, and I will have to log out and back in to fix the issue. **Recommendations to others considering NiCE CXone:** I highly recommend this software to anyone who is looking for a great auto-dialer to connect them with clients. **What problems is NiCE CXone solving and how is that benefiting you?** For NICE CXone, I am solving the problem of not having to call hundreds of people individually from my phone. It is all online and I am able to call many people with ease. This has made my working experience much more enjoyable. ### 45. Great product, easy to use, interesting insights, occasional issues **Rating:** 4.0/5.0 stars **Reviewed by:** dom r. | Operator, Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2021 **What do you like best about NiCE CXone?** The design is simple enough that you easily get accustomed to it, making it easy to learn and use on a daily basis. The best feature though would be the insights. I find it interesting to see how productive I have been in a day, looking at total outbound calls and total time spent in calls. Also, the ability to select different states of availablity/unavailability is very useful. Being available allows calls to come through, but there are lots of different options for unavailable. I can see this being great from a managerial standpoint. For example, managers can see how long we are spending on breaks/comfort breaks/lunches. This kind of information makes it a lot easier for management to ensure that agents are fulfilling their contracts. Being able to see how many callers are in the queue, and how many agents are currently available (not in a call) is another fantastic feature. I always find myself looking at these numbers, as they can give you an idea of how busy the service is. **What do you dislike about NiCE CXone?** Occasionally I have issues with my agent leg disconnecting. This can mean that the call gets dropped midcall. While this is an annoyance, it is infrequent. It is also worth noting that the chromebook I am working with only has medium signal where I work from. I am not sure if this would affect the agent leg . **What problems is NiCE CXone solving and how is that benefiting you?** NICE allows my team to accept calls from thousands of callers daily. We have almost 2000 agents working everyday, and the calls come through steadily. NICE has allowed us to run a smooth operation, with callers barely waiting a minute before they come through to an agent. ### 46. Amazing and satisfied **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 16, 2021 **What do you like best about NiCE CXone?** The different skills of what your doing and scheduling **What do you dislike about NiCE CXone?** It will automatic disconnected when you are in call fo some reason **Recommendations to others considering NiCE CXone:** You should use this system because this is very useful friendly user all application and data is detailed **What problems is NiCE CXone solving and how is that benefiting you?** User friendly and very easy to use easy track all data that you want ### 47. Super useful product **Rating:** 5.0/5.0 stars **Reviewed by:** Kylie H. | Administrative Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2021 **What do you like best about NiCE CXone?** For me I love the ability to have so many options for when I am on the clock. We can disposition to pretty much everything that we use in my job. It is super user friendly. We have the ability to let our managers know what tasks we are doing, there is no room for error and it keeps us as employees honest to what we are doing. Some people may see that as a dislike, but I personally like that especially with COVID and working from home that it keeps other employees from slacking. **What do you dislike about NiCE CXone?** At least with my company we have to connect it to something called ring central to be able to use it, so if it could run on its on that would be awesome. But if it is just my company that uses it and that incontact really does have their own system then ignore what I said. **What problems is NiCE CXone solving and how is that benefiting you?** For us it is great to be able to connect with our customers as well as giving our managers a good insight to what we are doing day to day. It helps keeps us true to what we are saying we are doing. There is not much room for error here. We have so many ways to disposition and we can set up all of those on our own so it is very customizable depending on what your company is needing for an auto dialer. ### 48. easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** November 29, 2021 **What do you like best about NiCE CXone?** This system is very user-friendly and easy to use. It is the best phone system I have used in a long time. **What do you dislike about NiCE CXone?** nothing actually. This is a fabulous product software for internet phone calls **What problems is NiCE CXone solving and how is that benefiting you?** I haven't had any problems in the 1 month that I have used this system. Its easy to jump in an monitor my agents calls and live listen to them. ### 49. Best in Industry **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** September 17, 2020 **What do you like best about NiCE CXone?** We can track the performance of our team through incontact and evaluate the calls made. **What do you dislike about NiCE CXone?** It would have been great to have the recording for at least a week. **Recommendations to others considering NiCE CXone:** Go for it without any second thought. **What problems is NiCE CXone solving and how is that benefiting you?** We are able to track the performance of our agents, the timings they dial and work for. ### 50. Super easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** November 30, 2021 **What do you like best about NiCE CXone?** With a simple layout and interface, it's easy to use and find what you're looking for. **What do you dislike about NiCE CXone?** So far, I haven't found anything to dislike about it. **Recommendations to others considering NiCE CXone:** If you're looking for something that is easy to understand and use, then I would definitely recommend NICE CXone. **What problems is NiCE CXone solving and how is that benefiting you?** I work remotely, so it helps me connect to the customers I'm serving as well as my teammates. ## NiCE CXone Discussions - [How can we report bugs or issues to get the software cleaner and running more smoothly?](https://www.g2.com/discussions/how-can-we-report-bugs-or-issues-to-get-the-software-cleaner-and-running-more-smoothly) - 1 comment, 2 upvotes - [Does it ever pause or get frozen after a call](https://www.g2.com/discussions/does-it-ever-pause-or-get-frozen-after-a-call) - 2 comments, 2 upvotes - [Can I use this application for auto dialed jobs?](https://www.g2.com/discussions/can-i-use-this-application-for-auto-dialed-jobs) - 1 comment, 1 upvote - [how to a automatically log in](https://www.g2.com/discussions/how-to-a-automatically-log-in) - 1 comment, 1 upvote - [How do I monitor the productivity time, real time for the agents logged in?](https://www.g2.com/discussions/how-do-i-monitor-the-productivity-time-real-time-for-the-agents-logged-in) - 1 comment, 1 upvote - [View NiCE CXone pricing details and edition comparison](https://www.g2.com/products/nice-cxone/reviews?page=9&qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-07-01+14%3A08%3A15+-0500&secure%5Bsession_id%5D=424b6dbe-dcea-4d32-b3f7-7ecaaf4d56b9&secure%5Btoken%5D=be017058de874b86db922956938c4ddf88bf46993b84b5cec5ad59fbdceceec7&format=llm_user) ## NiCE CXone Integrations - [HiPer Agent Experience](https://www.g2.com/products/hiper-agent-experience/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Kore.AI](https://www.g2.com/products/kore-ai/reviews) ## NiCE CXone Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top NiCE CXone Alternatives - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,426 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (598 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,462 reviews)