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

Creighton E.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Great Technical Account Management

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

The customization abilities of Nice Studio are fantastic. This is made even more powerful and differentiates the product when you consider our Technical Account Manager. They are the reason we

What is your favorite aspect of this product?

Customization that can be done by the end user. This is a game changer compared to offerings from other providers. Our Technical Account Manager has also been an invaluable resource. They go above and beyond to make the product experience the best it can be. They cannot fix everything, but you will have the optimal experience possible with their assistance.

What do you dislike most about this product?

The size and scope of our department leaves us in a bit of a no-man's land of products. We are not large enough to realize the value of a large enterprise product like IEX, but definitely need more than basic products on the market. Nice CXOne offers a great web-based offering for our needs. There are features that I desperately miss from my days using IEX, but understand that we are paying much less and required to do much less maintenance and implementation with CXOne. You can't have your cake and eat it too.

What recommendations would you give to someone considering this product?

You will get out of this product what you put into it. That is really universal advice, but it holds true for this product.

Pros

Acts with Integrity
Helps Innovate
Reliable
Performance Enhancing

Cons

Less Effective Service
Wastes Time

Role: Sales Marketing
Industry: Technology
Involvement: Initial Implementation

Validated Review

Anonymous Reviewer

Submitted Apr 2022

Phenomenal CC core solution, poor for any others

Likeliness to Recommend

6 /10

Pros

Continually Improving Product
Respectful
Transparent
Helps Innovate

Cons

Commodity Features
Less Efficient Service
Vendor's Interest First

Trevor B.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Support and Integration were frustrating

What differentiates NICE CXone from other similar products?

Nothing on the positive side from our experience. We are much happier after having switched.

What is your favorite aspect of this product?

It was a frustrating experience that we are glad to be away from.

What do you dislike most about this product?

The process of working with NICE was anything but what's implied by the name.

What recommendations would you give to someone considering this product?

Look elsewhere!

Pros

Generous Negotitation
Security Protects
Enables Productivity
Acts with Integrity

Cons

Less Reliable
Charges for Enhancements
Vendor's Interest First

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

Creighton E.

Great Technical Account Management

Likeliness to Recommend

Pros

Cons

Phenomenal CC core solution, poor for any others

Likeliness to Recommend

Pros

Cons

Trevor B.

Support and Integration were frustrating

Pros

Cons

Most Popular NICE CXone Comparisons

Webex Contact Center

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Avaya Cloud Office

Talkdesk CX Cloud

Zendesk Talk

1
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