NICE Ltd

NICE CXone

8.1 /10

56 Reviews Write a Review

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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.

89 Likeliness to Recommend

2
Since last award

90 Plan to Renew

2
Since last award

84 Satisfaction of Cost Relative to Value

3
Since last award

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Emotional Footprint Overview

+82 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?

10% Negative

5% Neutral

85% Positive

Pros

Security Protects
Respectful
Altruistic
Acts with Integrity

Feature Ratings

Average 86

Call Recording

Call Scripting and Call Flow Management

Contact Center Analytics

Skills Based Routing

Multi Channel Queue Management

Screen Prompts

Multi Channel Intake Integration

Contact Center Compliance Management

Knowledge Management

Workforce Management

Ticket Management

Vendor Capability Ratings

Average 83

Breadth of Features

Ease of IT Administration

Business Value Created

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

NICE CXone Reviews

Ausrine S.

Role: Information Technology
Industry: Other
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2021

A must-have for call centers!

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

NICE is truly a leader in transforming call center management as we know it. It stands out from the pack because it has a native Salesforce integration that allows a business to plug in customer data to all customer support interactions across channels and ensure a seamless customer experience every time.

What is your favorite aspect of this product?

I really like how customizable the platform is and that you can set it up in a way that best suits your work style and enables you to work more efficiently. The user interface is highly intuitive and uncomplicated to use, even for first-time users. The platform capabilities are diverse and can be extended to deliver tangible time savings for customers and cost savings on the business side. The data insights captured during each call are very handy for tracking customer experience and learning as you go. Also, it features excellent call quality and enables calls to be easily recorded for future playback.

What do you dislike most about this product?

There is nothing in particular that I dislike about the product.

What recommendations would you give to someone considering this product?

I would highly recommend businesses that are keen to level up their customer support capabilities and improve their customer satisfaction levels to give NICE Cloud Contact Center a try.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

David T.

Role: Operations
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2021

Solid Industry Leader in Contact Center Management

Likeliness to Recommend

9 /10

What differentiates NICE CXone from other similar products?

Biggest differentiator is the balance between intuitive and complex in its admin/supervior UX interfaces, especially when compared to its competitors.

What is your favorite aspect of this product?

Ease of creating dashboards to show team/leaders real time activity.

What do you dislike most about this product?

Pulling reporting isn't always as intuitive as I would like.

What recommendations would you give to someone considering this product?

Ideal if you need a partner that already has an out-of-the box product that will help you understand what strategic decisions you need to make in contact center management.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Cons

Charges for Enhancements
Slower Product Innovation

Olivia I.

Role: Public Sector
Industry: Government
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2021

Easy to use! Great features!

Likeliness to Recommend

8 /10

What differentiates NICE CXone from other similar products?

Cloud Contact Center is different because of the ability to personalize based on the project that you are using the system for.

What is your favorite aspect of this product?

My favorite part of this product is the ease of using the conference feature.

What do you dislike most about this product?

I dislike that sometimes while taking a call, the call will drop because of the product. Additionally, sometimes the site will freeze.

What recommendations would you give to someone considering this product?

I would recommend taking the time to look through all of the features because there are a lot that are extremely useful.

Pros

Continually Improving Product
Enables Productivity
Trustworthy
Effective Service

NICE CXone

What is NICE CXone?

Company Details

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Awards & Recognition

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

NICE CXone Ratings

89 Likeliness to Recommend

2 Since last award

90 Plan to Renew

2 Since last award

84 Satisfaction of Cost Relative to Value

3 Since last award

Emotional Footprint Overview

+82 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.

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.).

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

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

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

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).

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

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.

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

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

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.

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.

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.

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.

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

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.

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.

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.

NICE CXone Reviews

Ausrine S.

A must-have for call centers!

Likeliness to Recommend

Pros

David T.

Solid Industry Leader in Contact Center Management

Likeliness to Recommend

Pros

Cons

Olivia I.

Easy to use! Great features!

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

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Talkdesk CX Cloud

Zendesk Talk

2
Since last award

2
Since last award

3
Since last award

Feature Ratings

Call Recording

Call Scripting and Call Flow Management

Contact Center Analytics

Skills Based Routing

Multi Channel Queue Management

Screen Prompts

Multi Channel Intake Integration

Contact Center Compliance Management

Knowledge Management

Workforce Management

Ticket Management

Vendor Capability Ratings

Breadth of Features

Ease of IT Administration

Business Value Created

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Availability and Quality of Training

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support