NICE Ltd

NICE CXone

Composite Score

8.1 /10

CX Score

8.0 /10

62 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

92 Plan to Renew

1
Since last award

85 Satisfaction of Cost Relative to Value

2
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 81%
Negotiation and Contract:: 82%
Conflict Resolution:: 89%
Strategy & Innovation:: 82%
Service Experience:: 82%

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?

8% Negative

5% Neutral

87% Positive

Pros

Acts with Integrity
Respectful
Fair
Altruistic

Feature Ratings

Average 86

Call Recording

Multi Channel Queue Management

Skills Based Routing

Screen Prompts

Contact Center Analytics

Call Scripting and Call Flow Management

Knowledge Management

Multi Channel Intake Integration

Workforce Management

Contact Center Compliance Management

Ticket Management

Vendor Capability Ratings

Average 83

Ease of IT Administration

Ease of Implementation

Breadth of Features

Business Value Created

Usability and Intuitiveness

Quality of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Availability and Quality of Training

Ease of Customization

Vendor Support

NICE CXone Reviews

Katherin C.

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

Validated Review

Verified Reviewer

Submitted Apr 2021

Easy to use and excellent customer experience

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

It's easier to use and has way more features

What is your favorite aspect of this product?

The interface and the features

What do you dislike most about this product?

not really

What recommendations would you give to someone considering this product?

If you're looking for something that really works and that empowers your BPO, look no more, you have to use NICE

Pros

Effective Service
Helps Innovate
Performance Enhancing
Trustworthy

Ruth C.

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

Validated Review

Verified Reviewer

Submitted Apr 2021

Great product. Wish vendor partnership improves.

Likeliness to Recommend

8 /10

What differentiates NICE CXone from other similar products?

Multi channel options are better

What is your favorite aspect of this product?

Connectivity

What do you dislike most about this product?

Support is not always responsive

What recommendations would you give to someone considering this product?

Definitely have a plan and lay out strategy with sales team to understand options

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Lucho R.

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

Validated Review

Verified Reviewer

Submitted Mar 2021

One of the Best Contact Center tool in the Market.

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

It is more accessible compared to other products in the market

What is your favorite aspect of this product?

It is very easy to use.

What do you dislike most about this product?

The lack of capability to be customized.

What recommendations would you give to someone considering this product?

Try first and see if they are comfortable in using it. It is very accessible and doesn't require intensive installation process.

Pros

Trustworthy
Saves Time
Respectful
Client Friendly Policies

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

92 Plan to Renew

1 Since last award

85 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+83 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).

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.

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.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

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).

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

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.

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.

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.

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.

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 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

Katherin C.

Easy to use and excellent customer experience

Likeliness to Recommend

Pros

Ruth C.

Great product. Wish vendor partnership improves.

Likeliness to Recommend

Pros

Lucho R.

One of the Best Contact Center tool in the Market.

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

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1
Since last award

2
Since last award

Feature Ratings

Call Recording

Multi Channel Queue Management

Skills Based Routing

Screen Prompts

Contact Center Analytics

Call Scripting and Call Flow Management

Knowledge Management

Multi Channel Intake Integration

Workforce Management

Contact Center Compliance Management

Ticket Management

Vendor Capability Ratings

Ease of IT Administration

Ease of Implementation

Breadth of Features

Business Value Created

Usability and Intuitiveness

Quality of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Availability and Quality of Training

Ease of Customization

Vendor Support