NICE Ltd

NICE CXone

Composite Score

8.1 /10

CX Score

8.0 /10

58 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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

1
Since last award

91 Plan to Renew

1
Since last award

84 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+83 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?

9% Negative

6% Neutral

85% Positive

Pros

Respectful
Security Protects
Acts with Integrity
Altruistic

Feature Ratings

Average 86

Call Recording

Contact Center Analytics

Call Scripting and Call Flow Management

Multi Channel Queue Management

Skills Based Routing

Screen Prompts

Multi Channel Intake Integration

Contact Center Compliance Management

Knowledge Management

Workforce Management

Ticket Management

Vendor Capability Ratings

Average 82

Breadth of Features

Ease of IT Administration

Business Value Created

Usability and Intuitiveness

Ease of Implementation

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

NICE CXone Reviews

Erin H.

Role: Information Technology
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2022

Many products available to use

Likeliness to Recommend

9 /10

What differentiates NICE CXone from other similar products?

The ability to control scripting and overall ease of use for the call center.

What is your favorite aspect of this product?

Scripting control

What do you dislike most about this product?

Technical support such as having to open a ticket for issues

What recommendations would you give to someone considering this product?

List out all your centers needs and ensure they have the products you need

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Kim F.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Easy to use, constantly evolving

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

NICE User group is heavily used and NICE Leadership relies on their users to provide feedback on their product. NICE uses the feedback to continuously enhance their products. Strong community that benefits end users.

What is your favorite aspect of this product?

Automation of complicated functions

What do you dislike most about this product?

Cost but there really are no cheap options for the amount of automation this encompasses.

What recommendations would you give to someone considering this product?

Make sure you look at core functionality of each vendor you are considering and look at the flexibility in each. Consider the longevity and tenure of the product. Many products promise to be flexible and implement new functionality but it's un-tested. NICE puts a lot of time and effort into their changes and releases and you can count on the product for delivery, efficiency and consistency.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Validated Review

Anonymous Reviewer

Submitted Apr 2022

Great product with only a few opportunities

Likeliness to Recommend

9 /10

Pros

Security Protects
Helps Innovate
Continually Improving Product
Reliable

NICE CXone

What is NICE CXone?

Company Details

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Awards & Recognition

2024 Data Quadrant Gold Medalist

2023 Emotional Footprint Champion

2023 Data Quadrant Gold Medalist

2022 Emotional Footprint Champion

2022 Data Quadrant Gold Medalist

NICE CXone Ratings

88 Likeliness to Recommend

1 Since last award

91 Plan to Renew

1 Since last award

84 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+83 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).

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.).

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.

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

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

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.

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.

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

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.

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

Erin H.

Many products available to use

Likeliness to Recommend

Pros

Kim F.

Easy to use, constantly evolving

Likeliness to Recommend

Pros

Great product with only a few opportunities

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

Webex Contact Center

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Five9 Intelligent Cloud Contact Center

Avaya Cloud Office

Talkdesk CX Cloud

Zendesk Talk

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Since last award

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Feature Ratings

Call Recording

Contact Center Analytics

Call Scripting and Call Flow Management

Multi Channel Queue Management

Skills Based Routing

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

Ease of Implementation

Quality of Features

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support