NICE CXone Logo Award Winner Product Badge
NICE CXone Logo Award Winner Product Badge
NICE Ltd

NICE CXone

8.0 /10
Category
NICE CXone
8.0 /10

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.

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

+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

90

Call Scripting and Call Flow Management

88

Contact Center Analytics

87

Multi Channel Queue Management

87

Skills Based Routing

86

Screen Prompts

86

Multi Channel Intake Integration

86

Contact Center Compliance Management

85

Knowledge Management

83

Workforce Management

83

Ticket Management

80

Vendor Capability Ratings

Average 82

Ease of IT Administration

85

Business Value Created

85

Breadth of Features

85

Usability and Intuitiveness

84

Quality of Features

83

Ease of Implementation

83

Ease of Data Integration

81

Availability and Quality of Training

81

Product Strategy and Rate of Improvement

81

Ease of Customization

78

Vendor Support

76

NICE CXone Reviews

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

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

Valorie S.

  • Role: Consultant
  • Industry: Government
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2021

Great for companies and user friendly!

Likeliness to Recommend

8 /10

What differentiates NICE CXone from other similar products?

This is the only one I have ever used.

What is your favorite aspect of this product?

The queue and managing incoming/outgoing calls.

What do you dislike most about this product?

Not much down time between calls which is efficient but can have issues missing calls if they are right as your are making notes and ending the original call.

What recommendations would you give to someone considering this product?

It is great for a business and very user friendly most of the time!

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Cons

  • Commodity Features

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