NICE CXone Customer Reviews 2023

What is NICE CXone?

NICE cloud contact center gives companies of any size flexibility and scalability with their agents, so that their team can be anywhere at any time. Deploying agents is easy and cost effective, and can be done quickly with a cloud solution. Companies only pay for what they need, when they need it.

Company Details

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Awards & Recognition

NICE CXone won the following awards in the Contact Center as a Service - Enterprise category

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NICE CXone Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on NICE CXone.

91 Likeliness to Recommend

92 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+80 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love NICE CXone?

8% Negative

7% Neutral

85% Positive

Pros

Security Protects
Respectful
Acts with Integrity
Altruistic

Feature Ratings

Average 85

Call Recording

89

Call Scripting and Call Flow Management

87

Skills Based Routing

87

Contact Center Analytics

87

Multi Channel Queue Management

84

Multi Channel Intake Integration

84

Screen Prompts

84

Knowledge Management

83

Workforce Management

83

Contact Center Compliance Management

83

Ticket Management

79

Vendor Capability Ratings

Average 82

Business Value Created

96

Ease of IT Administration

90

Ease of Implementation

83

Usability and Intuitiveness

82

Vendor Support

81

Availability and Quality of Training

80

Ease of Customization

78

Breadth of Features

77

Ease of Data Integration

77

Quality of Features

77

Product Strategy and Rate of Improvement

76

NICE CXone Reviews

Alejandra P.

Role: Sales Marketing
Industry: Construction
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2022

NICE CXone: All types of services via telephony

Likeliness to Recommend

9 / 10

What differentiates NICE CXone from other similar products?

Being a company that provides a service with NICE CXone that allows us to record our phones and reach internal users when we were managing calls and cases. We used the tool to record calls, emails and/or chat sessions to answer incoming calls and place a call. It also allowed us to schedule when to call the client back which was very convenient to work with.

What is your favorite aspect of this product?

Although dedicated to the connection via telephone also includes a variety of options for reports which we can all in one place, which is also useful scheduling callbacks to our customers so as not to leave the customer blank and note that we are always at your service which is not very easy to navigate in the course of your call to go making a record or tracking of the event.

What do you dislike most about this product?

Your configuration for volume control is predetermined by NICE, you should enable as free volume for better understanding of the customer when he is in call and better understanding of the subordinate who is in work, in conjunction with that the system tends to be delayed, you should improve more that code for your platform.

What recommendations would you give to someone considering this product?

We recommend this telephony platform called NICE CXone because its platform is derived for a good amount of service depending on your company or brand, it can be from technical support service, call center, support such as hotel reservations, all depending on your field as it can also help you understand the customer in each of the calls that the subordinate answers. With a very easy to navigate and use interface, it is well developed. We have high expectations in NICE CXone.

Pros

Reliable
Performance Enhancing
Caring
Respectful

Ambrielle P.

Role: Industry Specific Role
Industry: Insurance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2022

Very intuitive and great customization ability!

Likeliness to Recommend

10 / 10

What differentiates NICE CXone from other similar products?

User friendly and great support!

What is your favorite aspect of this product?

Too many to list!

What do you dislike most about this product?

No dislikes

What recommendations would you give to someone considering this product?

NICE has completely changed the way our Call Center operates, in a positive way!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Lewis M.

Role: Consultant
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2022

Fantastic Product - best dialler on the market

Likeliness to Recommend

9 / 10

What differentiates NICE CXone from other similar products?

The breadth of functionality and integration capabilities

What is your favorite aspect of this product?

Dialler functionality

What do you dislike most about this product?

Ticketing System

What recommendations would you give to someone considering this product?

Incorporate video functionality

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

NICE CXone

NICE CXone

What is NICE CXone?

Company Details

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Awards & Recognition

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

NICE CXone Ratings

91 Likeliness to Recommend

92 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+80 Net Emotional Footprint

How much do users love NICE CXone?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

NICE CXone Reviews

Alejandra P.

NICE CXone: All types of services via telephony

Likeliness to Recommend

Pros

Ambrielle P.

Very intuitive and great customization ability!

Likeliness to Recommend

Pros

Lewis M.

Fantastic Product - best dialler on the market

Likeliness to Recommend

Pros

Feature Ratings

Call Recording

Call Scripting and Call Flow Management

Skills Based Routing

Contact Center Analytics

Multi Channel Queue Management

Multi Channel Intake Integration

Screen Prompts

Knowledge Management

Workforce Management

Contact Center Compliance Management

Ticket Management

Vendor Capability Ratings

Business Value Created

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Vendor Support

Availability and Quality of Training

Ease of Customization

Breadth of Features

Ease of Data Integration

Quality of Features

Product Strategy and Rate of Improvement