NICE inContact Review - Features, Pricing & Deals

NICE inContact (now NICE CXone) is a cloud-based contact center platform that helps businesses manage their customer service operations. The software combines tools for handling calls, messages, and digital communications all in one place.

At its core, the platform offers ways to route customer contacts, manage staff schedules, analyze performance data, and automate routine tasks. It works across various channels including phone, email, chat, and social media, letting agents handle different types of customer interactions from a single dashboard.

The system includes AI capabilities to help predict call volumes and match customers with the right agents. Supervisors can track team performance in real-time and provide coaching when needed. There's also a marketplace with over 100 pre-built integrations for connecting with other business tools.

Pricing varies based on business needs, with several tiers available starting from $71 per user monthly. The platform scales to fit both small teams and large enterprise contact centers, with different features available at each level.

While the software offers comprehensive features, users should note that implementing a full contact center solution requires proper planning and training to make the most of its capabilities.

• Omnichannel Routing: Seamlessly manage customer interactions across voice, email, chat, social media, and messaging platforms with intelligent routing that connects customers to the most suitable agents based on skills and needs.
• Workforce Optimization: Utilize advanced forecasting and scheduling tools to predict call volumes, monitor agent performance, and provide real-time coaching to enhance overall contact center efficiency.
• Comprehensive Analytics: Access in-depth insights into customer interactions with customizable reports that help businesses understand performance metrics and identify areas for improvement.
• AI-Powered Automation: Leverage artificial intelligence tools like Enlighten AI and NEVA Discover to automate routine tasks, improve interaction quality, and streamline customer service workflows.
• Advanced Supervisor Tools: Enable real-time monitoring of agent activities, manage skill levels, and provide targeted coaching through interaction recordings and performance tracking.
• Flexible Integration: Easily connect with other systems using RESTful APIs and SDKs, with access to over 100 pre-built integrations through the CXexchange Marketplace.
• Robust Cloud Foundation: Benefit from a scalable, secure cloud-native infrastructure with a 99.99% uptime service level agreement, ensuring reliable and flexible contact center operations.

• Digital Agent Plan at $71 per user/month, ideal for businesses with online customer interactions, supporting 30+ digital channels and dedicated workspaces.
• Voice Agent Plan at $94 per user/month, focusing on voice-based interactions with universal queue and voice IVR capabilities.
• Omnichannel Agent Plan at $110 per user/month provides blended routing across digital and voice channels with comprehensive recording and storage features.
• Essential Suite at $135 per user/month offers quality management with screen recording, real-time monitoring, and customizable dashboards.
• Core Suite at $169 per user/month designed for complex scheduling needs, featuring AI-driven forecasting and agent mobile scheduling tools.
• Complete Suite at $209 per user/month provides advanced analytics with AI-driven omnichannel insights, sentiment analysis, and contextual customer feedback.
• CXone Mpower Ultimate Suite at $249 per user/month includes complete automation of customer service workflows with comprehensive AI-powered tools.

NICE inContact and NICE CXone are essentially the same platform. NICE inContact was rebranded as NICE CXone after NICE acquired inContact. The platform combines omnichannel routing, workforce optimization, analytics, and AI tools in one cloud-based contact center solution. If you've used NICE inContact before, you'll find the same core features in CXone, just with ongoing updates and improvements.

NICE CXone offers several pricing plans ranging from $71 to $209 per user per month. The Digital Agent plan starts at $71, Voice Agent at $94, Omnichannel Agent at $110, Essential Suite at $135, Core Suite at $169, and Complete Suite at $209. There's also an advanced CXone Mpower Ultimate Suite at $249 per user monthly. Most businesses will need to contact NICE directly for a custom quote based on their specific needs and number of agents.

Most users find NICE CXone fairly easy to learn. The platform has a clean interface that new agents can typically pick up with minimal training. The agent workspace is designed to be intuitive, showing all customer information in one place. That said, the more advanced features might take some time to master. Many companies report their teams were up and running after just a few days of training.

Yes! NICE CXone can integrate with most popular CRM systems including Salesforce, Microsoft Dynamics, Zendesk, and many others. The platform offers over 100 pre-built integrations through their CXexchange marketplace. If you need a custom integration, CXone provides RESTful APIs and SDKs that let your developers connect to practically any system. This means your agents won't have to switch between multiple applications when helping customers.

Some common technical complaints include occasional call drops, system freezes, and delays in screen loading during peak times. Users have also mentioned limitations with certain status options and disposition codes. The good news is that NICE offers responsive customer support to help resolve these issues. With a 99.99% uptime SLA, major outages are rare, but like any cloud platform, minor hiccups can happen. Having a good internet connection helps minimize most problems.