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NICE CXone Logo Award Winner Product Badge
NICE CXone Logo Award Winner Product Badge
NICE Ltd

NICE CXone

8.6 / 10
Category
NICE CXone
8.6 / 10

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.

89 Likeliness to Recommend

2
Since last award

90 Plan to Renew

2
Since last award

82 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+81 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?

10% Negative
7% Neutral
83% Positive

Pros

  • Security Protects
  • Respectful
  • Acts with Integrity
  • Altruistic

Feature Ratings

Average 86

Call Recording

90

Call Scripting and Call Flow Management

88

Contact Center Analytics

87

Skills Based Routing

87

Multi Channel Queue Management

85

Multi Channel Intake Integration

85

Screen Prompts

84

Contact Center Compliance Management

83

Knowledge Management

82

Workforce Management

82

Ticket Management

79

Vendor Capability Ratings

Average 82

Business Value Created

96

Ease of IT Administration

90

Ease of Implementation

84

Usability and Intuitiveness

83

Availability and Quality of Training

81

Vendor Support

81

Ease of Customization

79

Product Strategy and Rate of Improvement

78

Quality of Features

78

Ease of Data Integration

76

Breadth of Features

73

NICE CXone Reviews

Destiny H.

  • Role: Consultant
  • Industry: Insurance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2023

Decent call center software.

Likeliness to Recommend

4 / 10

What differentiates NICE CXone from other similar products?

With NICE Cxone, you can see your performance stats in real-time, without having to reach out constantly to ensure you're meeting metrics.

What is your favorite aspect of this product?

I love the phonebook concept. I can see the status of each peer, reach out if needed, and easily access pre-programmed contacts that my company installed including pre-recorded disclaimers.

What do you dislike most about this product?

At least a few times a day, an incoming call is not able to be answered, which puts the status as rejected. We have to constantly restart, and clear cookies and cache. This issue has been ongoing for months without a resolution,

What recommendations would you give to someone considering this product?

Overall, it gets the job completed eventually. It's a decent customizable call center phone software that may be worth investing in, but be prepared for some flaws that will affect both your employee and business.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Efficient Service
  • Effective Service

Cons

  • Less Reliable

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

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