NICE Reviews | Glassdoor

NICE Reviews

Updated March 16, 2017
355 reviews

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355 Employee Reviews

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Pros
Cons
  • work life balance is challenging with the need to be available in various time zones (in 26 reviews)

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

More Pros and Cons

  1. Helpful (1)

    "They really are "NICE"!"

    Star Star Star Star Star
    Former Employee - Project Manager in Orem, UT
    Former Employee - Project Manager in Orem, UT

    I worked at NICE full-time (More than a year)

    Pros

    Highly engaged management. Remote work.

    Cons

    New PM back end system

    Advice to Management

    Make resource requesting a better, more flexible process to meet customer demands


  2. Helpful (1)

    "systems Engineer"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends
    No opinion of CEO

    Pros

    Benefits are great at the company. The work environment is great with a great friendly atmosphere.It is one the best best places to work for where you will learn.

    Cons

    People use a lot of their native language on everyday basis which could get annoying sometimes. A lot of politics on upper management.


  3. Helpful (3)

    "Not good if you work in a Support Position"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Client Support Engineer Tier II in Denver, CO
    Former Employee - Client Support Engineer Tier II in Denver, CO
    Doesn't Recommend

    Pros

    very good benefits package received

    Cons

    un-reasonable workload and KPI requirements, Micro-managing, Management only interested in KPI's and other metrics regardless of how hard an individual actually works


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  5. Helpful (5)

    "customer success"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Job security - you can work easy and sometimes not even perform your job and you won't get fired

    Cons

    The company claims to be working in agile methodology, but in reality, are not.
    Heavy politics all over the company. Tons of bureaucracies for anything.
    Management are saying what employees wants to hear, but acting to their own benefits - as long as the stock is going up and the company making money, it goes into senior managements pockets. Employees gets nothing.


  6. Helpful (7)

    "Good Company, Becoming Great"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Regional Vice President
    Current Employee - Regional Vice President
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Solid growth, balance sheet, and aggressive acquisition strategy.
    Market leader, taking share in core solutions from competitors. Beating your competitors is fun.
    Strong Sales and a pay for performance culture, including a number of spiffs and bonuses outside of Comp Plan (ex. double commission for competitor replacement, new customer bonus, company wide thank you bonus, RSU's for top performers, etc, etc).
    Solid investments in President's Clubs, Sales Kickoff's, Customer Conferences, Training.
    Entrepreneurial spirit and flexibility in putting together client offerings. Great environment for inventive Enterprise Sales professionals.
    Passionate and aggressive CEO who's committed to making NICE great. You believe that when you speak with him. Our success as a company is personal for him, and that's a great thing to be a part of.

    Cons

    Over processed in certain areas, very hierarchical decision making process.
    Certain Legacy solutions are heavy to install, need investment and refresh for modern customer environments.
    Lack of 3rd party implementation and services partners make it difficult and/or expensive to properly service mid-level account sets.

    Advice to Management

    Trust your people on the ground (or get people in those positions that you can trust)
    Push decision making to your first and second line leaders.
    Make concerted effort to embrace 3rd party implementation and delivery providers.
    Continue to invest in rapidly maturing our Client Support and Product teams.


  7. Helpful (1)

    "Account Executive"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Positive Outlook
    Approves of CEO

    I worked at NICE full-time

    Pros

    Great benefits and possible track for management.

    Cons

    Support issues with tons of clients, lack of innovation on acquired products and bringing them into the portfolio.


  8. Helpful (11)

    "Challenging in every sense - NICE Support"

    Star Star Star Star Star
    • 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.


  9. Helpful (4)

    "Dynamic, fast paced company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Positive Outlook
    No opinion of CEO

    I have been working at NICE full-time

    Pros

    Great team and smart people in the company. Company is always looking into ways to stay relevant. Compensation is for the most part fair and many possibilities for internal mobility.

    Cons

    Can be overwhelming for those who not used to a dynamic environment. Flexibility is a must (which can be an issue for some).

    Advice to Management

    Make sure to keep things as transparent as possible.


  10. Helpful (6)

    "Not a bad place to work..."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

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

    Pros

    Successful at maintaining number one position in Contact Center WFO and Analytics space. Majority of individuals were top notch performers. Average pay, good benefits.

    Cons

    Poor communications from senior management, CONSTANTLY shifting focus of company and product direction, professional services focused solely on profitability rather than delivering customer value.

    Advice to Management

    Remember what brought you to your current dominate position and try to get back to those values (versus this quarters performance). Stop driving your top performers out the door because of their success.


  11. Helpful (1)

    "Nice place to work with"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Implementation Engineer in San Diego, CA
    Current Employee - Implementation Engineer in San Diego, CA
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Nice place to work with. Very challenging.

    Cons

    Need to manage to get work life balance.

    Advice to Management

    keep up the good work.



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