NICE Ltd

NICE CXone

Composite Score

8.4 /10

CX Score

8.4 /10

74 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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2024 Data Quadrant Champion

2024

9 Top Rated Capabilities

10 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

2023 Data Quadrant Champion

2023

8 Top Rated Capabilities

10 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

2022 Data Quadrant Champion

2022

6 Top Rated Capabilities

3 Top Rated Features

2022

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

94 Plan to Renew

3
Since last award

84 Satisfaction of Cost Relative to Value

1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 86%
Negotiation and Contract:: 86%
Conflict Resolution:: 91%
Strategy & Innovation:: 82%
Service Experience:: 86%

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.

+86 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

4% Neutral

88% Positive

Pros

Acts with Integrity
Fair
Enables Productivity
Trustworthy

Feature Ratings

Average 86

Call Recording

Skills Based Routing

Multi Channel Queue Management

Contact Center Analytics

Screen Prompts

Call Scripting and Call Flow Management

Multi Channel Intake Integration

Knowledge Management

Workforce Management

Contact Center Compliance Management

Ticket Management

Vendor Capability Ratings

Average 83

Breadth of Features

Business Value Created

Ease of IT Administration

Ease of Implementation

Quality of Features

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization

Availability and Quality of Training

Vendor Support

NICE CXone Reviews

Kerry H.

Role: Sales Marketing
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2022

While lowering expense of customer interactions

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

NICE is more powerful than others in that it helped our company rise to the top of competitive industries by allowing us to create exceptional customer and employee experiences. This amazingly streamlined the way we used to work by creating an automated help desk that accelerated service delivery and gave our customers the comfort of mind that they were receiving services from the right brand.

What is your favorite aspect of this product?

I am impressed by its comprehensiveness; it creates an automated workplace where our customers receive services quickly, accelerating service delivery and providing an amazing experience to our customers. On the other hand, its automated capabilities free us from monotonous activities, allowing us to focus on vital business operations that will generate additional revenues for our company.

What do you dislike most about this product?

Because NICE considers chat in a digital content category, it will handle simultaneous texts and calls at the same time, which makes it difficult for us to use the omnichannel functionality as effectively as we would like. So we have to train agents to be proficient in both speech and text communication.

What recommendations would you give to someone considering this product?

Customers will choose you first, you'll be the first to innovate and advance, and you'll be the first to hire when you use NICE to serve your customers. NICE is more than just an automated contact center platform; it is a value driver for four organizations. It offers a single unified experience to customers, delivered by a central authority.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Trustworthy

Role: Operations
Industry: Banking
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Apr 2022

Efficient and versatile, but expensive.

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Validated Review

Anonymous Reviewer

Submitted Apr 2022

Great Product!!

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

NICE CXone

What is NICE CXone?

Company Details

Need Assistance?

Awards & Recognition

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

NICE CXone Ratings

88 Likeliness to Recommend

94 Plan to Renew

3 Since last award

84 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+86 Net Emotional Footprint

How much do users love NICE CXone?

Chart

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).

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.

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.).

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

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

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

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.

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.

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.

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.

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.

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.

NICE CXone Reviews

Kerry H.

While lowering expense of customer interactions

Likeliness to Recommend

Pros

Efficient and versatile, but expensive.

Likeliness to Recommend

Pros

Great Product!!

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

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3
Since last award

1
Since last award

Feature Ratings

Call Recording

Skills Based Routing

Multi Channel Queue Management

Contact Center Analytics

Screen Prompts

Call Scripting and Call Flow Management

Multi Channel Intake Integration

Knowledge Management

Workforce Management

Contact Center Compliance Management

Ticket Management

Vendor Capability Ratings

Breadth of Features

Business Value Created

Ease of IT Administration

Ease of Implementation

Quality of Features

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization

Availability and Quality of Training

Vendor Support