NiCE Analysis
What is NiCE?
AI customer service automation solutions
Location
221 River St, Hoboken, New Jersey 07030, United States
Employees
5001-10000
Founded
1986
Industry
Healthcare
Deployment Type
Cloud-based
Product Features & Capabilities
- AI-powered customer engagement platform
- Intelligent virtual agents for self-service
- Real-time workforce augmentation tools
- Omnichannel routing for customer interactions
- Service automation for complex requests.
Pricing
NICE's workforce management software pricing model includes subscription plans that start at approximately $20 per agent per month. The NICE CXone platform offers tiered pricing, ranging from $71 to $209 per user per month, depending on the features and channels included. Specific plans allow companies to choose between digital-only and voice-only options, with additional features available at higher tiers. There are no one-time fees mentioned, and pricing may vary based on customization and support needs.
Other Considerations
Recognized as a leader in the Forrester Wave 2025; Serves over 15 billion customer interactions annually; Partnered with Cognigy to enhance AI capabilities.
Customer Support Options
- Phone Support - Users can contact NICE's support team via phone for immediate assistance.
- Email/Help Desk - Users can submit inquiries or issues through email or a help desk system.
- Knowledge Base - A comprehensive online knowledge base is available, providing users with articles, guides, and FAQs to help troubleshoot common issues.
- Live Chat - NICE provides a live chat option for real-time support during business hours.
- 24/7 Support - For critical issues, NICE offers 24/7 support with live representatives available. The support availability may vary based on the specific service agreement and the nature of the inquiry.
Integrations
The NICE workforce management software supports key integrations with various systems, including:
- HR systems for seamless integration of workforce management with human resources.
- Payroll systems to automate the calculation of employee wages, including overtime and leave considerations.
- Other software tools that enhance operational efficiency and data management.
User Reviews
- User-Friendly Interface - Many users appreciate the software's ease of use and intuitive design, making it accessible for daily operations. (Rating: 4.5 on Gartner)
- Advanced Features - Users commend the advanced analytics capabilities and automation features, which enhance efficiency in workforce management. (Rating: 4.9 on Software Advice)
- Helpful Customer Support - The customer support team is frequently mentioned as being responsive and helpful, aiding users in resolving issues quickly. (Rating: 4.3 on G2)
- Overall Satisfaction - The software has a high user satisfaction rating, with some reviews indicating it as one of the best in the market for time tracking and workflow management. (87% satisfaction on SelectHub) **Negative Feedback:**
- Complexity in Setup - Some users have reported challenges during the initial setup and configuration of the software, which can be time-consuming.
- Cost Concerns - A few reviews mention that the pricing may be on the higher side compared to competitors, which could be a barrier for smaller businesses.
- Occasional Bugs - Users have noted that there can be occasional bugs or glitches that disrupt workflow, although these are often addressed by customer support.
