Independent platforms
NICE Reviews
According to independent reviews, NICE averaged at 4.1 out of 5, which is a high yet not spotless score. So, before picking NICE as your SaaS solution, it makes sense to evaluate whether it’s a good fit for your business – feature-by-feature, including real use cases and user feedback.
| Review Platform | Rating | Review Count |
|---|---|---|
| Capterra | 4.9 | 7 |
| G2 | 4.3 | 1835 |
| Gartner | 3.9 | 201 |
| GetApp | 4.9 | 7 |
| Glassdoor | 4 | 2785 |
| GoodFirms | No reviews | No reviews |
| Software Advice | 4.9 | 7 |
| Trustpilot | 3.8 | 2 |
| TrustRadius (out of 5) | 4.3 | 952 |
| Weighted Average Rating | 4.1 |
See also: What Made Us Choose Sources for Expert Score?
NICE Social Media
NICE Traffic & Engagement
Curious how users actually find and interact with NICE? The table below covers traffic sources, user engagement, and other key nice.com metrics.
| Monthly Visits | Page Per Visit | Time On Site | Bounce Rate | Direct Traffic | Search Traffic | Paid Referral Traffic | Referral Traffic | Mail Traffic | Social Traffic |
|---|---|---|---|---|---|---|---|---|---|
| 439166.0 | 2.3 | 69.7 | 0.49 | 36% | 42% | 0.81% | 7.1% | 0.04% | 5.6% |
NICE Website Visits Two-Year Trend: Negative
Learn more: Website Traffic Indicators We Use.
Supported Integrations
NICE connects with platforms like Salesforce, Zendesk, and Slack, ensuring your Call Management system fits into your existing sales and marketing tools without extra setup.
- Salesforce
- Zendesk
- Slack
- Microsoft Teams
- ServiceNow
- Microsoft Dynamics 365
- Zoom
- HubSpot
- Oracle Service Cloud
- Outreach
NICE Call Management Service Review
Feature Highlights: What Stands Out and What’s Missing
Here’s a look at what NICE actually delivers – and where it falls short.
| Call Management Feature | Availability |
|---|---|
| Voice Recognition | Yes |
| Vanity Numbers | Not verified |
| Toll-Free Numbers | Not verified |
| Real-Time Reporting | Yes |
| Professional Recordings | Not verified |
| Interactive Voice Response (IVR) | Yes |
| Call Recording | Yes |
| Call Analytics | Yes |
| Inbound Call Tracking | Yes |
| Call Filtration | Yes |
| Automatic Call Distribution (ACD) | Yes |
| API and Third-Party Integrations | Yes |
| Pay-Per-Call | Not verified |
| CRM | Not verified |
| CPaaS | Not verified |
Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.
Voice Recognition
NICE leans on voice recognition and natural language processing to handle the heavy lifting in call routing — customers say what they need, and the system figures out where to send them. It removes a lot of the back-and-forth that usually frustrates people before they even reach an agent.
Real-Time Reporting
NICE’s real-time dashboards keep supervisors in the loop as things unfold — not after the fact. If something’s trending in the wrong direction, the data is right there to act on before it becomes a bigger problem.
Interactive Voice Response (IVR)
NICE’s IVR runs on AI, which means it’s doing more than just playing menus — it’s recognizing intent, routing smarter, and handling more on its own. The result is shorter wait times and a much higher rate of issues getting sorted out without needing an agent at all.
Call Recording
NICE captures voice, screen, and digital interactions across every channel in one place. That coverage matters both for compliance and for anyone trying to understand what’s actually happening in customer conversations day to day.
Call Analytics
NICE Interaction Analytics goes beyond call counts and handle times — it looks at tone, sentiment, and behavior patterns to surface things like recurring complaints or coaching opportunities that wouldn’t show up in a standard report.
Inbound Call Tracking
Between real-time monitoring and post-call analysis, NICE gives teams a thorough picture of how calls are going — not just whether they were answered, but how agents performed and how customers felt by the end.
Call Filtration
NICE uses AI-driven tagging and metadata to organize calls automatically, so teams aren’t manually sorting through everything to find what needs attention. The most important interactions rise to the top.
Automatic Call Distribution (ACD)
NICE’s ACD looks at agent skills, current availability, and the specifics of each incoming call before deciding where to route it. It’s the kind of behind-the-scenes logic that makes a real difference in how smoothly a contact center runs.
API and Third-Party Integrations
NICE connects with major CRMs and UCaaS platforms through solid APIs and pre-built integrations. The information about customers stays the same across all systems, so teams don’t have to switch between tools all the time to get a full picture.
NICE Call Management Pricing Overview: How Much You’ll Pay
- Minimum Price per Month: $71
Average Performer in Call Management: While it provides basic call management features, NICE lacks the innovation, scalability, and reliability to compete with top-rated businesses.
Related: How We Classify Inbound Call Management Software.
What Do Customers Say About the NICE?
Positive reviews:
“Easy to follow and customize the Dashboard. I enjoy this feature so that I can keep tabs on what calls are coming in as well as what agents are doing. It helps us provide our clients a higher overall SVL.” – Carmen A. ⭐⭐⭐⭐⭐ October 24, 2025
“I like how it provides different features for us to review our performance, and activity throughout the day. It is a tool we use frequently during the day to reach out to our customers.” – Dahlia R. ⭐⭐⭐⭐⭐ December 16, 2025
Negative reviews:
“Lack of meaningful support. Limited forums for asking questions. Forcing users to write reviews in order to post questions. Semantic inconsistencies between Websocket and API interfaces.” – Alexander B. ⭐☆☆☆☆ October 29, 2025
“NICE may consider some words as negative. Commonly used words like no, don’t or can’t disregarding the way they are implemented.” – Verified User in Health, Wellness and Fitness ⭐☆☆☆☆ October 7, 2024
Positive reviews:
“The team at NICE has always been amazing to work with during all aspects of implementation and maintenance of the NICE IEX system. The system itself is very easy to use and easy to show new users how they can benefit from all the features that IEX has to offer. The front line users love the fact that their schedules are easier to read and know where they are meant to be, with the icons that are used. They are happy that they don’t have the color code system, like competitors products use which are confusing. Managers also like how easily their agents’ stats are visible and they can gain all the reporting they need with a quick data pull in Webstation.” – Communications Associate ⭐⭐⭐⭐⭐ February 18, 2026
“The customer service is above and beyond with this team. If there is an issues that we can not figure out they are on it, helping us find a solution.” – Customer Service & Support Associate ⭐⭐⭐⭐⭐ June 3, 2025
Negative reviews:
“Nice is unresponsive and organizationally appears to be facing internal challenges. A recent “simple engagement” to install Auto Summary has turned into a significant endeavor and has failed after extended work from my organization. The NICE team only provided PM type roles in weekly meetings and would not allow interaction with the technical team which was very frustrating and counterproductive. Too many errors presented for a company of this size and certainly not enough focus on their customers or the project outcomes.” – Senior Director, IT Operations ⭐☆☆☆☆ November 25, 2024
“Our IT and Management have had a difficult time getting information for the upcoming upgrade to WFM. We have also had a couple of sales people in the last 3 years. Additionally, we have had issues with Nexidia since install that have not been resolved (this is a huge pain point for our IT and WFO department).” – Workforce Analyst ⭐☆☆☆☆ April 14, 2019
Positive reviews:
“I have used this application before and not much changes are made since then. We use this at Mirimus to manage employee information and schedule work.” – Shubham ⭐⭐⭐⭐⭐ November 16, 2021
“It makes our scheduling task easier and smooth sailing.” – Ernesto ⭐⭐⭐⭐⭐ November 27, 2022
Positive reviews:
“The company puts significant effort into innovating the sales environment and improving prospecting processes from the ground up. These initiatives are clearly aimed at supporting long-term growth and job stability. There are frequent company-led events, including team lunches and dinners, as well as complimentary daily healthy lunch options. Compensation and benefits are competitive, and the generous time-off policy supports a healthy work–life balance.” – Anonymous employee ⭐⭐⭐⭐⭐ January 17, 2026
“Lot of opportunities to work on latest tech stack and Cloud.” – Director ⭐⭐⭐⭐⭐ January 1, 2026
Negative reviews:
“Let’s start with pay, if you like making 50% less than market rate NICE is the place for you. The solutions engineering team leadership is just awful. We are all over the place, certify on a product and never sell it. Let great people go for made up reasons. Never get a raise. Never get promoted. You have a one in a million chance at presidents club. I hit well over 100% of quota and was told too bad we only have room for so many SEs. That is 100% crap. Way to make me work harder. I have started to interview. I am finding that pay for someone with my experience is $180 – $220K plus commission. I have three second interviews with potential companies in the next, any one of them is a better fit. I fell like I have wated 5 years at NICE.” – Solutions engineer ⭐☆☆☆☆ February 5, 2026
“No work life balance Developer also required to write Integration testing” – Seniro software engineer ⭐☆☆☆☆ January 14, 2026
Negative reviews:
“Gem-nice is fraudulent. A scam scam scam. Still being told by dedicated customer service rep Amanda that order is close. I have asked for refund and they have excuse after excuse not to refund. Now Im told package is at customs and I need to call them. DO NOT EVER EVER FOR ANY REASON PURCHASE ANYTHING FROM THESE SCAMMERS. I paid for something I will never receive. Amanda is a liar.” – Theresa Salter ⭐☆☆☆☆ January 10, 2023
Positive reviews:
“Our department handles all inbound contacts for the company. We not only use the phone, email and chat services but also workforce management and quality management. These tools have saved us hours of manual time. The reporting function is good but at times I wish it were a bit more flexible.” – Jean Pichler ⭐⭐⭐⭐⭐ January 6, 2025
“We currently utilize the NICE CXone suite of services for one of our business units as their CC handling platform. We are currently utilizing Max/Supervisor/Feedback Management/Quality Management/Workforce Management/Contact Engine and soon will be implementing Real Time Interaction Guidance as well as Interaction Analytics. These tools allow us to address many issues we were faced with prior to utilizing, but one of our biggest improvements so far is directly related to the implementation of Contact Engine. Contact Engine not only increases efficiencies by allowing live agents to step away from the 2-way conversation, allowing them to devote attention to escalated Patient/Case Manager and Provided issues.” – Tina Higgins ⭐⭐⭐⭐⭐ December 17, 2024
Negative reviews:
“NICE CXone makes it difficult for me to do my job. It never works when I try to call out. It freezes when I try to log in which has made me late before. It should also notify you when it’s time for a break and lunch. I don’t think that would be difficult at all.” – Verified User ⭐☆☆☆☆ November 4, 2021
“I take about 70 calls a day. We take calls from patients to assist them in their healthcare portals. We accept calls, chats, and emails through this system. MAX is the name of the browser-based interface that we use to accept calls, change our work status, view call reviews, etc.” – Veronica Odden ⭐☆☆☆☆ November 1, 2021
Ratings, scores, and feature assessments follow our standard evaluation process. See our review methodology.
