NICE Reviews | Glassdoor

NICE Reviews

Updated September 17, 2017
73 reviews

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2.0
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NICE CEO Barak Eilam
Barak Eilam
22 Ratings

73 Employee Reviews

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Pros
  • Collaborative team, employee perks/benefits, work/life balance, culture values (in 30 reviews)

  • I have been working 5 month at nice, I find Nice a very business focused company with great people on board (in 29 reviews)

Cons
  • work life balance is challenging with the need to be available in various time zones (in 29 reviews)

  • there was no work / life balance at all (in 10 reviews)

More Pros and Cons

  1. "PM"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at NICE full-time (More than 8 years)

    Pros

    Work remote for most positions.

    Cons

    Lack od Mgmt communications and low morale.

    Advice to Management

    Transperancy


  2. Helpful (1)

    "Local offices people great, management totally incompetent"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Systems Administrator in Richardson, TX
    Former Employee - Senior Systems Administrator in Richardson, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at NICE full-time (More than 3 years)

    Pros

    Competitive pay and benefits. Local managers are supportive even though they have no real control

    Cons

    Every management decision is a slow, painful, arduous, process. Lots of waste trying to save money. No grasp of IT and inability to make quick changes. Very reactive management and you have to wait for the disaster to get anything done. Very stressful. Owned out of Israel and they are very disconnected from the US.

    Advice to Management

    Streamline your processes and get rid of you purchasing process completely. It is way too slow and wastes more money than it could ever save. Stop micromanaging things you don't understand in the first place.

  3. Helpful (2)

    "Lack of leadership"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Sales Manager in Boston, MA
    Former Employee - Sales Manager in Boston, MA
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at NICE full-time (More than 3 years)

    Pros

    Good people, fast paced environment

    Cons

    Micro-management and lack of vision.

    Advice to Management

    At a minimum act like you care about the employees


  4. Helpful (3)

    "Tough place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I have been working at NICE full-time (More than 3 years)

    Pros

    The people at Nice are great.

    Cons

    The software is extremely complex and interfaces with both telephony and other 3rd Party Applications. You will have to work very hard, lots of hours, and sacrifice personal life to be successful here.

    Advice to Management

    Take a good look at the work/life balance of most of the employees and do something to truly embrace a culture that promotes it.


  5. Helpful (5)

    "Project Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Seattle, WA
    Former Employee - Anonymous Employee in Seattle, WA
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at NICE (More than a year)

    Pros

    Family autonomous, remote work. Reasonable salary and benefits

    Cons

    Terrible leadership and management selection.

    Advice to Management

    Start listening to all employees not just IL. Open up profit sharing


  6. Helpful (6)

    "Fizzback review"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Program Manager in Omaha, NE
    Former Employee - Program Manager in Omaha, NE
    Doesn't Recommend

    I worked at NICE (More than a year)

    Pros

    Great benefits and innovative products.

    Cons

    Poor management structure.Dishonesty in upper management with clients.

    Advice to Management

    Learn to develop and manage your employees. There is more value in keeping an employee than in churning employees through lack of engagement and development.
    Transparency is key.


  7. Helpful (12)

    "Challenging in every sense - NICE Support"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Support Engineer, Perform, NIM, Engage in Denver, CO
    Former Employee - Support Engineer, Perform, NIM, Engage in Denver, CO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at NICE full-time

    Pros

    Though I rated my experience at NICE as 2 stars it is worth noting there are significant pros to the company. These are often overlooked by disgruntled employees

    Working in NICE support I have gained an incredible amount of experience in a short time. On top of the hands on access to the leading product in its field employees are given access to a Lynda.com profile and can train themselves in whatever they wish.

    If you are willing to work hard you will be appreciated by management and many of the customers you deal with on a regular basis. This may not actually translate into anything in the long term, but the little things can keep you going. Not everyone is noticed, but my personal experience was positive in this area.

    Benefits are fairly strong, between a high number of personal, sick, and vacation days per year and good health insurance options. Cell plans are provided for you, and there are several other niche benefits (though many of them are never explained/poorly explained- if you plan to work here take the time to map out every benefit and how to use it to your advantage)

    Pay is fairly competitive and, at least in support, is non-exempt, so overtime hours (of which there are plenty) are properly compensated (in the US at least- I cannot speak for other countries).

    Bagels are supplied on Fridays, which is pretty cool

    Coworkers camaraderie builds strong friendships as people often do when they are 'in the trenches' together.

    Cons

    As many pros as there are, the cons can easily outweigh them

    Work/life balance is incredibly difficult. If you are someone that can clock out the minute your shift ends and forget all about work until the morning this might be a great place for you. If you are not (like me) you will have no life. Though overtime is compensated there comes a point (in my experience, somewhere between hour 65 and 75) where all the overtime pay in the world is not worth another hour of work. During on-call shifts you may end up working 24 hours straight- pushing your physical limits. There is always something else to do and never enough time in a 40 hour work week to finish it. Lunches are often eaten at the desk (if you are lucky enough to step away to grab food at all).

    Stress is immense. Though some customers are appreciative of assistance you provide others are belligerent and unappreciative. The current support model gives customers excessive power to go over engineers', and lower managements', heads in order to get 'the highest level of oversight' on any given case. As such, all managers, even the friendly ones, often feel hostile and demanding for even the simplest of issues. It is not uncommon for a customer to disagree with an engineer's assessment and demand an 'escalation' under threat of a management call and 'bad feedback'. (Feedback is always an interesting concept because it more often given for negative experiences than anything else- most customers do not fill out surveys and the insightful information expected from this metric is often skewed.)

    Trust is a huge issue. This year was started with upper management advocating for their plan of widespread transparency and open communication, which was followed by a 4 month drought of virtually no communication at all (All Hands meetings are not a good strategy to communicate with a 24 hour support team). Though I personally trust my direct managers and the VP of my office I have no trust for the executive management team, and general opinion agrees with me.

    Lower management has very little power and try their hardest to manage the workload of their engineers, but as they are not allowed to hire new employees locally work piles up. New employees are being hired remotely, but a minimum of 6 months experience with the system is almost required just to solve the simplest of issues- creating stress for all employees as they attempt to properly train new engineers while managing an increasing case load.

    There is an odd racial tension throughout. There are plenty of strong relationships across the boards, but American employees constantly feel and act as if the Israeli employees are treated with preference. There is the feeling of a clique that hovers over most interactions. This was something mentioned to me within the first week of employment at NICE and repeated throughout. This very well could just be xenophobic behaviors creating an issue where there is none, but it seems to be noted too often to be a non-issue.

    Finally, and most importantly, communication across divisions is generally atrocious. There are always exceptions, but for the most part..... Sales appears to dislike support because they cannot sell products to people when they are unhappy about the state of their current products and it is taking too long to fix. (read the reviews below of sales people if you do not believe me). Support complains about sales because it appears they often escalate small cases for customers in order to try and get these issues fixed in order to sell more products (on top of the common trope that sales sells the customer a product without understanding it, causing miscommunication all down the line). Support dislikes services (the teams that installs and implements sales' projects) because the product gets transitioned to support with issues. Tier 2 support dislikes tier 3 support because they do not communicate well enough, while admittedly tier 3 is trying to balance their own crazy workload between not enough engineers. A lot of these grudges are honestly valid throughout, but a little more understanding between divisions aided through clear and honest communication and accountability would make for a much smoother experience.

    These issues combined creates for terribly low morale and high attrition.

    Advice to Management

    As I was a support engineer most of these are support related...

    1) Empower lower management - they have their feet on the ground and have a pretty good idea as to what is needed

    2) Do not just speak of transparency- live it. Even if the communication is 'nothing new, full steam ahead' it will set a much better tone and strengthen employee's trust. The rumor mill is strong here- if there is more consistent communication with action to prove the communication you can crush current rumors and prevent future rumors.

    3) Tighten up expectations throughout- do not let customers escalate to the COO because they think there is an issue (this goes with empower lower management). Ensure customers are properly trained in the system and understand what is and is not a supportable issue. Let lower management know what is expected of them and hold everyone- support included- accountable. I have/had been here over 2 years and I still have no idea what some processes are or why we do things certain ways

    4) Empower employees to communicate to customers when an issue is outside of support (and hold them accountable if they abuse this). If all of the non-cases were closed upon identification significant hours would be freed up, allowing for more work-life balance and faster resolution times for real issues.

    5) Hire more support engineers and support the ones you have (Sales will thank you for this too!) It seems like you guys are working down the right path for this at the moment.

    6) Work to actually address cross-division communication. Negative feelings internal to the company have a way of showing themselves to the customer, damaging the NICE brand throughout sales, support, and product house.

    7) Review the metrics you use and figure out if they are even worthwhile, or just causing problems. Updates every other day is a great idea, but when a change is requested for a customer with a significant change order process you are wasting everyone's time. It is important to be able to find a solid snapshot to review from a high level, but the snapshot is only as good as the filters you use.

  8. Helpful (6)

    "Inconspicous Truths"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Paramus, NJ
    Former Employee - Anonymous Employee in Paramus, NJ
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at NICE full-time (More than 8 years)

    Pros

    NICE is a growing organization (currently) and there is plenty to do. This makes for a very energetic workplace that can be exciting and fulfilling at times.

    Cons

    NICE consistently makes what look like strategic decisions, but executes on them in a amateurish way. If customer facing, prepare to be bombarded with customers that are not happy and a obvious lack of resources that will make any material change to their fundamental problem -- poor product and design.

    Advice to Management

    Employees, both current and long-gone, have spoken to management about the true issues with product reliability, budgetary irresponsibility and cultural insensitivity. Now is the time for management to find the inconspicuous truths, not to receive more advice.


  9. Helpful (8)

    "Money is not worth the hastle."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Comp & Benefits
    • Senior Management
    Former Employee - Software Engineer in Denver, CO
    Former Employee - Software Engineer in Denver, CO
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    Pros

    Bagels and March madness tournament payout

    Cons

    No work life balance. Don't care what effect your hard has on your family. Don't honor hard working employees. Back employees who constantly Brown nose

    Advice to Management

    Fire the Canadian running the denver office.


  10. Helpful (4)

    "Mid Management"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Oradell, NJ
    Current Employee - Anonymous Employee in Oradell, NJ
    Doesn't Recommend
    Positive Outlook

    I have been working at NICE full-time (More than 5 years)

    Pros

    Good benefits and they start all new employees out with 3 weeks vacation. HR does many events for employees and they so provide a management development program.

    Cons

    Overloaded employees, high turnover, skeleton staff so when someone leaves puts more work load on existing employees, poor technology (slow lap tops, old operating systems). Company is not transparent with communicating changes, company performance is strong but they do not share profits with employees, low merit increase if you are lucky to get one, for managers not a good work life balance. Low opportunity for growth.

    Advice to Management

    Improve the working conditions, invest in better technology, and give better merit increases. The only ones that seem to profit from NICE is high level executives.


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