Customer Support

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Gain faster answers with less effort as we collaborate together

Customer Support is one of our most important functions, so we don’t outsource it like some companies. Everyone on our team is an employee of NICE inContact, each trained and certified to deeply understand our technology. Our highest priority is to help you to be successful.
Customer Support
We support your contact centre with:
Fast Resolution
We manage your technology 24/7/365, so you don’t have to. We provide system updates, upgrades, and enhanced technical collaboration with single point of contact to quickly resolve issues and communicate with you.
Service and Support Accountability
Our service level agreements provide 99.99% uptime and 80% of calls are answered in 60 seconds or less.
Deep Contact Centre Expertise
We offer in-depth, specialised contact centre and cloud expertise in these key areas:
  • Voice as a Service
  • Workforce Optimisation
  • Outbound Dialing
  • Reporting and Analytics
  • Customer Journey
  • Self-service
  • Omnichannel routing, Workforce Management, customisation with APIs, and more.
Global 24/7/365 omnichannel Technical Support. Enterprise-class knowledge base with powerful unified search, training modules, and self-service via online Customer Community.
Proactive, Consultative Support
Our designated customer success advisors (available with enhanced success packages) help you achieve your CX goals and drive improvement with continuous collaboration.
Easy Pay-As-You-Go
We bill our support services just like our contact centre solution – as part of your monthly NICE inContact invoice. That means no upfront or annual contracts to deal with.
CXsuccess Packages

Choose from proven success packages for the best engagement plan for your business needs.Select the package that’s best suited to your contact centre – options for contact centre businesses of all sizes.

All CXone customers receive our success basic package with their NICE inContact service, which includes:

  • Access to global 24/7/365 omnichannel technical support via preferred channel
  • Access to an active online Customer Community, featuring our comprehensive enterprise-class knowledge base and enhanced self-service experience
Enhanced Success Packages

For more robust needs – including priority call routing and priority case handling options – you can choose from enhanced support packages available by monthly subscription.

Most enhanced CXsuccess packages include monthly hours with a designated Customer Success Advisor who proactively works with you throughout your journey to help ensure that you realise value and continually achieve desired business results. Contact your NICE inContact representative for more details or to upgrade your success package.

NICE inContact Customer Community
The NICE inContact Community is exclusive to NICE inContact customers. Community is a valuable resource that’s convenient for managing event and maintenance notice subscriptions, finding product documentation, sharing knowledge with other customers deployed on the CXone platform, and more.


  • Enjoy one-stop “power-search” for topics across help documentation, knowledge base articles, and customer discussion using our powerful federated search
  • Register for webinars to see latest product features or learn from experts through regularly updated Customer Events & Announcements
  • Talk to other customers, ask questions, share best practices and post your feedback in Discussions
  • Connect one-on-one with other members to network, seek advice, and share ideas using Personal Messages
  • Submit, track, and vote for product enhancements through the IdeaConneXion
What Our Customers Say


“The customer support is very good. I can get a hold of people quickly, whether it be my Account Executive or Technical Manager. I just text them, and they are accessible, knowledgeable, and if they do not have an answer, they get it within a few days.”

“Excellent customer support - very detailed and concise!”

“Any issues I have had were promptly resolved. Your Support team is great and seems well trained on your product. Keep up the great work!”

"All of my service experiences have been top notch.”