NICE CXone Reviews & Product Details

It never goes down. almost any time we have had any sort of an outage it was always due to circumstances that were outside of both Nice and our controll. The up time is amazing. I also spend a fair amount of time in the Interaction Analytics tool, mining call data for useful insights. There is always a new way to apply the information or a new tool that helps in displaying it. Review collected by and hosted on G2.com.

Because Nice has aquired so many smaller tools (companies) to build out its portfolio it can some times feel disconnected. They have been working diligently to fold everything in and give it a consistant look and feel but some tools are just not there yet. Review collected by and hosted on G2.com.

What I liked most is that it offers a wide range of functionalities to cover various needs, such as omnichannel communication or analytics. I love the chat and emails, as well as the excellent use of analytics and the provision of good services. Review collected by and hosted on G2.com.

Nothing negative so far. Only positive things. Review collected by and hosted on G2.com.

I really liked this service, especially the voice recognition, the calls are faster and we can manage our time. I also like how easy it is to modify and use the supervisor console. Review collected by and hosted on G2.com.

It needs to improve the responses to make them faster. But the rest works well. Review collected by and hosted on G2.com.

Most items are relatively quick to change via bulk upload, the dashboards can be useful for monitoring queues and staff, and the general layout makes sense. Review collected by and hosted on G2.com.

It took a year to request the feature to deactivate accounts in bulk. You can't reactivate accounts in bulk. If your business has quite a few skills, individual user skilling is clunky and frustrating since the UI can only display 10 at a time and has to load after each add. Their instance system for each customer forces usernames to be unique in an email format which tends to confuse users and make looking up information difficult as that's the only real lookup point. This is further worsened by the fact CXOne is 2 pieces stapled together - Admin and ACD - one handles the access, the other the phone routing. One doesn't always reliably talk to the other, and it's taken my org requesting for several years to get it looked into. We have their WFM solution - IEX - which also does not integrate very well as it pulls over some data and wipes other pieces. Review collected by and hosted on G2.com.

The product is user friendly and shorts the dashboard very well. Review collected by and hosted on G2.com.

The calls can drop or are hard to pick up sometimes Review collected by and hosted on G2.com.

I like being able to have a support contact person assigned to us for bi-weekly meetings when we have questions. Review collected by and hosted on G2.com.

Submitting a ticket to support takes too long and generally is pretty unhelpful.

When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just a link a link to one of the support pages. Review collected by and hosted on G2.com.

The ability to contact more clients due to speed of calls being fed to my agents, time saved by the auto features such as auto voicemail. Review collected by and hosted on G2.com.

Sometime when receiving inbound calls there is no hang up button to click and have to wait for the client to hang up! Review collected by and hosted on G2.com.

What I like the best is the different options that are provided. Review collected by and hosted on G2.com.

What I dislike is that sometimes the connection doesn't stay through. Review collected by and hosted on G2.com.

I liked the time allotment feature. That separated the timeframe intervals, and the fact that it could be changed from 1 hour to 2 hour or whatever interval you want to use. Review collected by and hosted on G2.com.

It was hassling to change or exchange shift intervals, and since it was being used in a Call Center setting, it was used often. It froze a lot as well. Review collected by and hosted on G2.com.

I do like the print out of the voicemail, which saves me from having to listen to every one. The email print out of the same, sometimes I find helpful. But it also clogs up my email because of that. Review collected by and hosted on G2.com.

Let's start by saying we've had it at my work for 2 yrs. For 1.5 of those years I got almost NO direct calls that even rang the 1 time it rings, because 95% of my calls went directly to voicemail. Even though I was working, sitting at my desk, and on no other call! I complained and complained to mgmt, who coincidentally are not using this system at all. It is just the Sales Force. I'm in Commission Only Sales. I'm trying to make a living. Imagine having to call every single person back? Many have phones set to not receive unknown callers. The caller ID they have will say Boston Area or a local # and not our 800, so many clients don't pick. Then it becomes a phone tag nightmare. I sell cruises, and prices can change in an instant, so phone tag can end up killing a deal. Sometimes it looks like I'm going to get to answer the call that is coming to my direct extension and I hit the "Availablle button" expecting it to be my client and I can see the client phone #, but no name on our Caller ID because it is only 2024 and Caller ID was avail with names in the 80s. So way to be on the ball. Anyway, my client was not there today and instead I got a new call that maybe I didn't have the time for or want! Calls drop for no reason. Sometimes you no longer can hear the person, or they cannot hear you. I have to hang up and call them back. I would say I get about 70% of my actual calls now and the rest go to voicemail. I would NEVER RECOMMEND ONE-MAX/RING SYSTEMS. NEVER! Our company must have spent millions to have stuck with them. I cannot even telll you how many other agents here shared my grief. The company finally did something, that is some crazy work-around. Now a calls comes in and 2 new pop up windows have to pop up in order for the call to let you know someone is trying to get your extension. Then good luck when you hit Available, as it may be someone else entirely. Review collected by and hosted on G2.com.