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

Alvaro G.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Gets the job done, but needs new features

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

There is a reason why NICE has looked the same for a few years, it does what it's meant to do. 99% of the time works as expected, so it's a worry-free software. Once you are given a little (and necessary) training on how to use it, all the "unnecessary" clicks will become a routine and you will forget that it could be more efficient. Though its homepage is a little clogged with so many options and buttons, once you find what you are looking for, you can be certain that it will do exactly what it promises, a reliable and dependable piece of software that will become an integral part of your business.

What is your favorite aspect of this product?

It does what it's meant to do, it doesn't promise things that it can't do.

What do you dislike most about this product?

Homepage has too many buttons and options that may be confusing to new users, it takes some time to get used to. Also, it needs some new features especially for those who evaluate calls.

What recommendations would you give to someone considering this product?

- Buy it if the product description fits the needs of your business, cause that's what it will do.

Pros

Performance Enhancing
Enables Productivity
Security Protects
Helps Innovate

Jonathan T.

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

Validated Review

Verified Reviewer

Submitted Apr 2022

Great product to know customers

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

Ease of use and intuitive features and integrations

What is your favorite aspect of this product?

Ease of use

What do you dislike most about this product?

Value should be better

What recommendations would you give to someone considering this product?

Training and education of all features and develop analytics to leverage tool

Pros

Continually Improving Product
Reliable
Effective Service
Acts with Integrity

Andres A.

Role: Finance
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2022

"Nice To Use"

Likeliness to Recommend

8 /10

What differentiates NICE CXone from other similar products?

Nice's built in interface is a clear winner for people who need ease and classy design!

What is your favorite aspect of this product?

Nice's call recording option is great for when you have to go back and review a previous clients information.

What do you dislike most about this product?

Currently the Sound quality is a bit lacking but nothing to bad.

What recommendations would you give to someone considering this product?

Make sure to test out the demo if you are in needing of a Task program like this!

Pros

Trustworthy
Effective Service
Saves Time
Client Friendly Policies

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

Alvaro G.

Gets the job done, but needs new features

Likeliness to Recommend

Pros

Jonathan T.

Great product to know customers

Likeliness to Recommend

Pros

Andres A.

"Nice To Use"

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

Webex Contact Center

Genesys Cloud CX

Five9 Intelligent Cloud Contact Center

Avaya Cloud Office

Talkdesk CX Cloud

Zendesk Talk

1
Since last award

1
Since last award

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Since last award

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