NICE Ltd

NICE CXone

8.6 /10

54 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.

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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

83 Satisfaction of Cost Relative to Value

2
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

6% Neutral

84% Positive

Pros

Respectful
Security Protects
Acts with Integrity
Altruistic

Feature Ratings

Average 86

Call Recording

Call Scripting and Call Flow Management

Contact Center Analytics

Skills Based Routing

Multi Channel Queue Management

Multi Channel Intake Integration

Screen Prompts

Contact Center Compliance Management

Knowledge Management

Workforce Management

Ticket Management

Vendor Capability Ratings

Average 82

Business Value Created

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Vendor Support

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Breadth of Features

NICE CXone Reviews

Role: Consultant
Industry: Government
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Apr 2024

Innovative and serious analytics tools

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Unique Features

Destiny H.

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

Validated Review

Verified Reviewer

Submitted Dec 2023

Decent call center software.

Likeliness to Recommend

4 /10

What differentiates NICE CXone from other similar products?

With NICE Cxone, you can see your performance stats in real-time, without having to reach out constantly to ensure you're meeting metrics.

What is your favorite aspect of this product?

I love the phonebook concept. I can see the status of each peer, reach out if needed, and easily access pre-programmed contacts that my company installed including pre-recorded disclaimers.

What do you dislike most about this product?

At least a few times a day, an incoming call is not able to be answered, which puts the status as rejected. We have to constantly restart, and clear cookies and cache. This issue has been ongoing for months without a resolution,

What recommendations would you give to someone considering this product?

Overall, it gets the job completed eventually. It's a decent customizable call center phone software that may be worth investing in, but be prepared for some flaws that will affect both your employee and business.

Pros

Helps Innovate
Continually Improving Product
Efficient Service
Effective Service

Cons

Less Reliable

TyRell V.

Role: Operations
Industry: Banking
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Tricky but worth the investment. Solid product

Likeliness to Recommend

9 /10

What differentiates NICE CXone from other similar products?

Nice allows me to find calls that are recorded fast and easy. I will say it takes time to learn the product. But once you learn there are easy hacks and tricks to use. I think nice is different from other products due to how many lists you can access

What is your favorite aspect of this product?

I like the functionality and how you are able to save filters for calls. Makes things to much faster to search

What do you dislike most about this product?

I dislike at times it can be laggy and can be extremely slow. The sorting option can be a hassle and make it hard to search for things.

What recommendations would you give to someone considering this product?

Learn the basics first, once they are learned, you will be able to master the program. It can be confusing at times because there are alot of feature. Build off the basic features and you will be fine.

Pros

Helps Innovate
Altruistic
Continually Improving Product
Reliable

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

83 Satisfaction of Cost Relative to Value

2 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.

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.

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

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.

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.

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.

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 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.

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

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.

NICE CXone Reviews

Innovative and serious analytics tools

Likeliness to Recommend

Pros

Destiny H.

Decent call center software.

Likeliness to Recommend

Pros

Cons

TyRell V.

Tricky but worth the investment. Solid product

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

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Talkdesk CX Cloud

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2
Since last award

2
Since last award

2
Since last award

Feature Ratings

Call Recording

Call Scripting and Call Flow Management

Contact Center Analytics

Skills Based Routing

Multi Channel Queue Management

Multi Channel Intake Integration

Screen Prompts

Contact Center Compliance Management

Knowledge Management

Workforce Management

Ticket Management

Vendor Capability Ratings

Business Value Created

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Availability and Quality of Training

Vendor Support

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Breadth of Features