NICE CXone pros and cons

Vendor: NICE

4.1 out of 5

12 reviews
96% willing to recommend

1,264 followers

Pros & Cons summary

NICE CXone offers a user-friendly ACD and inView dashboard, enhancing supervisor efficiency by reducing open programs. The platform enables organizations to monitor agent availability and categorize calls, with exceptional recorded call quality aiding training. Although customer support is highly responsive, the lack of a link checker and slow initial downloads are drawbacks. Integration of inView into NICE CXone, improved document exporting, and GitHub pull request functionality are needed enhancements.

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Prominent pros & cons

PROS

NICE CXone offers excellent customer support with a team that is personable, informed, and responsive.

The ability to edit HTML and use WYSIWYG is highly rated.

NICE CXone provides valuable insights into agent availability and call queue management at a glance.

It simplifies call monitoring and playback with high-quality recorded calls, enhancing training efficiency.

Frequent updates and improvements are a significant advantage of using NICE CXone, ensuring it remains up-to-date.

CONS

A link checker is a significant missing feature.

Migrating documents from MindTouch servers is challenging, especially when switching to another authoring format like Markdown.

InView should be a built-in feature of CXone to streamline workflow.

Occasional dashboard freezing issues lead to inaccurate data display, such as ghost calls.

An option to send faxes through inContact is desirable.

NICE CXone Pros review quotes

reviewer1312371

Customer Service Manager at a wholesaler/distributor with 51-200 employees

Mar 17, 2020

I have found the ease of use of the ACD to be most valuable along with the inView dashboard.

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reviewer1314576

Service Level Supervisor at a comms service provider with 51-200 employees

Mar 19, 2020

It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum.

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reviewer1356090

Donor Management Coordinator at Legacy Donor Services Foundation

May 21, 2020

It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with.

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it_user674073

Principal Writer & User Experience Design at Intuit

Feb 16, 2018

It has the ability to edit the HTML, as well as the WYSIWYG.

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reviewer1356081

Donor Management Coordinator at Legacy Donor Services Foundation

May 22, 2020

We are able to see the calls in queue and able to see if someone is available or not.

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Kimberly Stump, R.T. (R), CTBS

Donor Center Manager at Wytheville Community College

May 27, 2020

Being able to listen in on a call, which is exceptionally good with training.

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reviewer1356096

Donor Management Supervisor at a pharma/biotech company with 201-500 employees

May 21, 2020

inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not.

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NICE CXone Cons review quotes

reviewer1312371

Customer Service Manager at a wholesaler/distributor with 51-200 employees

Mar 17, 2020

I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.

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reviewer1314576

Service Level Supervisor at a comms service provider with 51-200 employees

Mar 19, 2020

I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended.

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reviewer1356090

Donor Management Coordinator at Legacy Donor Services Foundation

May 21, 2020

It is a hassle, if you are busy and caught up with something, that it will log you out.

Free Report: NICE CXone Reviews and More

Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: February 2025.

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it_user674073

Principal Writer & User Experience Design at Intuit

Feb 16, 2018

One of the biggest missing pieces is a link checker.

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reviewer1356081

Donor Management Coordinator at Legacy Donor Services Foundation

May 22, 2020

There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release.

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Kimberly Stump, R.T. (R), CTBS

Donor Center Manager at Wytheville Community College

May 27, 2020

It could improve the quality of calls.

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reviewer1356096

Donor Management Supervisor at a pharma/biotech company with 201-500 employees

May 21, 2020

inContact should offer a way to send faxes.

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