NICE Ltd

NICE CXone

Composite Score

8.0 /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.

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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

83 Satisfaction of Cost Relative to Value

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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
Altruistic
Acts with Integrity

Feature Ratings

Average 86

Call Recording

Call Scripting and Call Flow Management

Contact Center Analytics

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

Ease of IT Administration

Business Value Created

Breadth of Features

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

NICE CXone Reviews

Pavel S.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2021

Great product. One of the market leaders.

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

Easy to setup and manage, flexible configuration, perfect quality

What is your favorite aspect of this product?

Allows me to be always available for clients and teammates

What do you dislike most about this product?

This product doesnt have mobile app

What recommendations would you give to someone considering this product?

The best solutions for contact centers. Good value for money

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Zachery M.

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

Validated Review

Verified Reviewer

Submitted Mar 2021

Features not what we were expecting.

Likeliness to Recommend

7 /10

What differentiates NICE CXone from other similar products?

The system is pretty intuitive and easy to use. They call metrics by different words than other systems to it takes some time getting to know their verbiage however after you get used to it it's pretty clear.

What is your favorite aspect of this product?

Studio allows you to do so many things with your IVR. The better you can get at studio the more money you can save. You can also really customize your IVR to do exactly what you want it to. The code is easy to write and familiar to anyone who has used node.js.

What do you dislike most about this product?

The callback feature is unusable. It needs a rework. Also if you are a partner account it can be really difficult to launch the products you pay for. I don't recommend coming in as a partner account with any other service.

What recommendations would you give to someone considering this product?

Set up contracts directly with inContact and pay for a TAM. It's worth it. Saves money in the long run.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Trustworthy

Cons

Wastes Time
Under Delivered
Less Transparent

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

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

83 Satisfaction of Cost Relative to Value

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).

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.).

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

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.

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.

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.

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

Pavel S.

Great product. One of the market leaders.

Likeliness to Recommend

Pros

Zachery M.

Features not what we were expecting.

Likeliness to Recommend

Pros

Cons

Ausrine S.

A must-have for call centers!

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

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Avaya Cloud Office

Talkdesk CX Cloud

Zendesk Talk

1
Since last award

1
Since last award

Feature Ratings

Call Recording

Call Scripting and Call Flow Management

Contact Center Analytics

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

Ease of IT Administration

Business Value Created

Breadth of Features

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support