NICE Ltd

NICE CXone

Composite Score

8.0 /10

CX Score

8.0 /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

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

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?

9% Negative

6% Neutral

85% Positive

Pros

Respectful
Security Protects
Altruistic
Acts with Integrity

Feature Ratings

Average 86

Call Recording

Call Scripting and Call Flow Management

Contact Center Analytics

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

Ease of IT Administration

Business Value Created

Breadth of Features

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

NICE CXone Reviews

TyRell V.

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

Validated Review

Verified Reviewer

Submitted Nov 2023

Tricky but worth the investment. Solid product

Likeliness to Recommend

9 /10

What differentiates NICE CXone from other similar products?

Nice allows me to find calls that are recorded fast and easy. I will say it takes time to learn the product. But once you learn there are easy hacks and tricks to use. I think nice is different from other products due to how many lists you can access

What is your favorite aspect of this product?

I like the functionality and how you are able to save filters for calls. Makes things to much faster to search

What do you dislike most about this product?

I dislike at times it can be laggy and can be extremely slow. The sorting option can be a hassle and make it hard to search for things.

What recommendations would you give to someone considering this product?

Learn the basics first, once they are learned, you will be able to master the program. It can be confusing at times because there are alot of feature. Build off the basic features and you will be fine.

Pros

Helps Innovate
Altruistic
Continually Improving Product
Reliable

Paulette B.

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

Validated Review

Verified Reviewer

Submitted Feb 2023

Intuituve design to create any routing strategy

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

The reporting and analytics tools of NICE CXone are vwey helpful in understanding how our customers interact with us. It delivers enhanced self-service capabilities that enable us automate administrative tasks, free up agents resources and improve overall contact centre efficiency.

What is your favorite aspect of this product?

NICE CXone is robust, improves agent efficiency, reduces cost to serve and improves customer experience. It also offers easy measurement of ROI. It provides ease through omnichannel engagement, effectiveness in first call resolution, and emotional connections that showcase proactice care.

What do you dislike most about this product?

Setting custom queries can make interaction pages cluttered. It has cool visibility, but the different dashboards we can create are limited to what the software describes.

What recommendations would you give to someone considering this product?

Its automatic dialer distribution features help a contact center increase customer satisfaction by developing a better inbound call managing strategy. Informs callers of their position in the queue and lets them make a call back request.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

James B.

Role: Public Sector
Industry: Government
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2023

Fantastic product!

Likeliness to Recommend

7 /10

What differentiates NICE CXone from other similar products?

Havent used anything else

What is your favorite aspect of this product?

Gives a good raw data output

What do you dislike most about this product?

Can be hard to navigate

What recommendations would you give to someone considering this product?

try it, ensure you got proper training

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

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

1 Since last award

91 Plan to Renew

1 Since last award

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+83 Net Emotional Footprint

How much do users love NICE CXone?

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).

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.

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.).

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

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.

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.

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.

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.

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

TyRell V.

Tricky but worth the investment. Solid product

Likeliness to Recommend

Pros

Paulette B.

Intuituve design to create any routing strategy

Likeliness to Recommend

Pros

James B.

Fantastic product!

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

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Avaya Cloud Office

Talkdesk CX Cloud

Zendesk Talk

1
Since last award

1
Since last award

Feature Ratings

Call Recording

Call Scripting and Call Flow Management

Contact Center Analytics

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

Ease of IT Administration

Business Value Created

Breadth of Features

Usability and Intuitiveness

Quality of Features

Ease of Implementation

Ease of Data Integration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support