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

Ryan A.

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

Validated Review

Verified Reviewer

Submitted Mar 2021

Highly Customizable Solution

Likeliness to Recommend

8 /10

What differentiates NICE CXone from other similar products?

Breadth of features and integrations it provides

What is your favorite aspect of this product?

Customizable is what we like about the product

What do you dislike most about this product?

High learning curve for more advanced customizations

What recommendations would you give to someone considering this product?

Do a PoC before signing a contract.

Pros

Reliable
Helps Innovate
Performance Enhancing
Enables Productivity

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

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

Ryan A.

Highly Customizable Solution

Likeliness to Recommend

Pros

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

Most Popular NICE CXone Comparisons

Webex Contact Center

Genesys Cloud CX

Five9 Intelligent CX Platform

Avaya Cloud Office

Talkdesk CX Cloud

Experience Communications Platform

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