NICE Ltd

NICE CXone

Composite Score

7.8 /10

CX Score

7.8 /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

91 Plan to Renew

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:: 83%
Negotiation and Contract:: 83%
Conflict Resolution:: 87%
Strategy & Innovation:: 82%
Service Experience:: 81%

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.

+84 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

5% Neutral

86% Positive

Pros

Respectful
Security Protects
Acts with Integrity
Fair

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

Olivia I.

Role: Public Sector
Industry: Government
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2021

Easy to use! Great features!

Likeliness to Recommend

8 /10

What differentiates NICE CXone from other similar products?

Cloud Contact Center is different because of the ability to personalize based on the project that you are using the system for.

What is your favorite aspect of this product?

My favorite part of this product is the ease of using the conference feature.

What do you dislike most about this product?

I dislike that sometimes while taking a call, the call will drop because of the product. Additionally, sometimes the site will freeze.

What recommendations would you give to someone considering this product?

I would recommend taking the time to look through all of the features because there are a lot that are extremely useful.

Pros

Continually Improving Product
Enables Productivity
Trustworthy
Effective Service

David T.

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

Validated Review

Verified Reviewer

Submitted Mar 2021

Solid Industry Leader in Contact Center Management

Likeliness to Recommend

9 /10

What differentiates NICE CXone from other similar products?

Biggest differentiator is the balance between intuitive and complex in its admin/supervior UX interfaces, especially when compared to its competitors.

What is your favorite aspect of this product?

Ease of creating dashboards to show team/leaders real time activity.

What do you dislike most about this product?

Pulling reporting isn't always as intuitive as I would like.

What recommendations would you give to someone considering this product?

Ideal if you need a partner that already has an out-of-the box product that will help you understand what strategic decisions you need to make in contact center management.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Cons

Charges for Enhancements
Slower Product Innovation

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

Validated Review

Anonymous Reviewer

Submitted Apr 2020

This program made it easy to monitor and train.

Likeliness to Recommend

6 /10

Pros

Reliable
Performance Enhancing
Enables Productivity
Efficient Service

Cons

Slower Product Innovation
Commodity Features
Leverages Incumbent Status

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

91 Plan to Renew

84 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+84 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).

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

Olivia I.

Easy to use! Great features!

Likeliness to Recommend

Pros

David T.

Solid Industry Leader in Contact Center Management

Likeliness to Recommend

Pros

Cons

This program made it easy to monitor and train.

Likeliness to Recommend

Pros

Cons

Most Popular NICE CXone Comparisons

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Avaya Cloud Office

Talkdesk CX Cloud

Zendesk Talk

1
Since last award

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