NICE CXone Reviews & Product Details

This cloud based platform has a very user friendly interface, a lot of bells and whistles and love the prebuilt reports. It's nice to have the supervisor tools to listen in to calls and very easy to search and find recorded calls. Love the coaching and interaction options and schedule management tools built into the system. Review collected by and hosted on G2.com.

I like they have WFM features built into the system but would like the WFM process with intraday manager report to be able to select a date range for that report vs. one day at a time. It would be nice to have the supervisor tool ability to stay connected to agents to follow call after call automated instead of having to click on one call at a time for each call. Review collected by and hosted on G2.com.

The omni channel routing, wfm optimization, automation and analytics help provide a better customer and employee experience while saving money at the same time. Review collected by and hosted on G2.com.

I would like to see better dashboard reporting Review collected by and hosted on G2.com.

I like that the UI is relatively straightforward compared to other CRMS. Review collected by and hosted on G2.com.

The troubleshooting is very complicated. Review collected by and hosted on G2.com.

Thorough telephone system with modules/components to pick and choose products you want. Overall NICECXone is a complete telephony system. Fast customer support when needed, Review collected by and hosted on G2.com.

Difficulty sometimes with integrating with other software vendors who are not preferred partners of NICE. Review collected by and hosted on G2.com.

The tools in CXOne are very easy to use. If I don't understand something, I can access DOJO or NICE Support. Review collected by and hosted on G2.com.

At times, the system may be difficult to access but clearing cookies usually resolves these issues. On some tools, there is limited flexibility. For example, we cannot add unexcused absences as something different from any other time off in WFM. Review collected by and hosted on G2.com.

Its very easy to use. most of the contact centers I've worked with, used Nice. NICE CXone provides the advantage of easy scalability, reduced IT infrastructure costs, and accessibility from anywhere with an internet connection. Review collected by and hosted on G2.com.

Overall, the software's performance is amazing! I can't think of any reasons that I would dislike it. I have been working with NICE for 7 years now and still, it works perfectly. Review collected by and hosted on G2.com.

Scripting allows us to satisfy a lot of use cases for our business that is always experimenting. Quality Management, Analytics, Performance Management, Revamped Customer Community, and Dojo are some of the applications I like the most. Review collected by and hosted on G2.com.

The reporting application is useful and has a lot of information that is useful for managing contact centers: however, it does crash often and it's slow during peak times. Review collected by and hosted on G2.com.

NICE CXone is extremely scalable and customizable. This allows to scale up and new features as our operations needs change. Review collected by and hosted on G2.com.

The downside of CXone is ensuring that our remote workers have the proper network connectivity to decrease performance issues. Review collected by and hosted on G2.com.

InContact Cxone is great at managing an Omni Channel center. It's studio product is much more seasoned than competitors allowing you to do much more complex integrations with partners in easy-to-use UI. Review collected by and hosted on G2.com.

Just like most Telco providers, having a staging or UAT environment is difficult without isolating certain test agents, skills, and scripts to mimic a staging experience. Review collected by and hosted on G2.com.

Versatile IVR system. Pre-built reports make reporting easy, but you have access to vast amount of data if needed, The browser based Max agent is easy for the agents to use. Review collected by and hosted on G2.com.

Workforce management can be a bit confusing to setup and maintain and I would like a application based version of the max agent. Getting support for small issues can be difficult. Review collected by and hosted on G2.com.