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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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Real user data aggregated to summarize the product performance and customer experience.
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89 Likeliness to Recommend
2
Since last award
90 Plan to Renew
2
Since last award
83 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
+82 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?
Pros
- Security Protects
- Respectful
- Acts with Integrity
- Altruistic
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Feature Ratings
Call Recording
Call Scripting and Call Flow Management
Contact Center Analytics
Skills Based Routing
Multi Channel Queue Management
Screen Prompts
Multi Channel Intake Integration
Contact Center Compliance Management
Knowledge Management
Workforce Management
Ticket Management
Vendor Capability Ratings
Breadth of Features
Business Value Created
Ease of IT Administration
Usability and Intuitiveness
Quality of Features
Ease of Implementation
Availability and Quality of Training
Ease of Data Integration
Product Strategy and Rate of Improvement
Ease of Customization
Vendor Support
NICE CXone Reviews
Felicia E.
- Role: Operations
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Apr 2022
A great CCaaS application that's the total package
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
The complete suite of productions are comprehensive and intuitive. It allows the end user to have 1 application that has all the regard applications to effectively and efficiently run a call center no matter what the seat count is.
What is your favorite aspect of this product?
I love the reporting and analytics capability.
What do you dislike most about this product?
I really dont dislike anything - the one thing I will say that's frustrating is the learning curve for some of the add on applications.
What recommendations would you give to someone considering this product?
What was important to me was making sure the the CCaaS application we chose had all the addons needed under one hood. This includes quality management, workforce management and performance management and NICE is the best at all of those. Well worth the time and investment.
Pros
- Helps Innovate
- Continually Improving Product
- Performance Enhancing
- Enables Productivity
Creighton E.
- Role: Industry Specific Role
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Apr 2022
Great Technical Account Management
Likeliness to Recommend
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
Submitted Apr 2022
Phenomenal CC core solution, poor for any others
Likeliness to Recommend
Pros
- Continually Improving Product
- Respectful
- Transparent
- Helps Innovate
Cons
- Commodity Features
- Less Efficient Service
- Vendor's Interest First
