NICE Ltd

NICE CXone

Composite Score

8.1 /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.

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.

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

84 Satisfaction of Cost Relative to Value

1
Since last award

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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
Acts with Integrity
Altruistic

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

Alejandra P.

Role: Sales Marketing
Industry: Construction
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2022

NICE CXone: All types of services via telephony

Likeliness to Recommend

9 /10

What differentiates NICE CXone from other similar products?

Being a company that provides a service with NICE CXone that allows us to record our phones and reach internal users when we were managing calls and cases. We used the tool to record calls, emails and/or chat sessions to answer incoming calls and place a call. It also allowed us to schedule when to call the client back which was very convenient to work with.

What is your favorite aspect of this product?

Although dedicated to the connection via telephone also includes a variety of options for reports which we can all in one place, which is also useful scheduling callbacks to our customers so as not to leave the customer blank and note that we are always at your service which is not very easy to navigate in the course of your call to go making a record or tracking of the event.

What do you dislike most about this product?

Your configuration for volume control is predetermined by NICE, you should enable as free volume for better understanding of the customer when he is in call and better understanding of the subordinate who is in work, in conjunction with that the system tends to be delayed, you should improve more that code for your platform.

What recommendations would you give to someone considering this product?

We recommend this telephony platform called NICE CXone because its platform is derived for a good amount of service depending on your company or brand, it can be from technical support service, call center, support such as hotel reservations, all depending on your field as it can also help you understand the customer in each of the calls that the subordinate answers. With a very easy to navigate and use interface, it is well developed. We have high expectations in NICE CXone.

Pros

Reliable
Performance Enhancing
Caring
Respectful

Ambrielle P.

Role: Industry Specific Role
Industry: Insurance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2022

Very intuitive and great customization ability!

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

User friendly and great support!

What is your favorite aspect of this product?

Too many to list!

What do you dislike most about this product?

No dislikes

What recommendations would you give to someone considering this product?

NICE has completely changed the way our Call Center operates, in a positive way!

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Lewis M.

Role: Consultant
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2022

Fantastic Product - best dialler on the market

Likeliness to Recommend

9 /10

What differentiates NICE CXone from other similar products?

The breadth of functionality and integration capabilities

What is your favorite aspect of this product?

Dialler functionality

What do you dislike most about this product?

Ticketing System

What recommendations would you give to someone considering this product?

Incorporate video functionality

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

84 Satisfaction of Cost Relative to Value

1 Since last award

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).

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

Alejandra P.

NICE CXone: All types of services via telephony

Likeliness to Recommend

Pros

Ambrielle P.

Very intuitive and great customization ability!

Likeliness to Recommend

Pros

Lewis M.

Fantastic Product - best dialler on the market

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

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Since last award

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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