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
84 Satisfaction of Cost Relative to Value
3
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
- Altruistic
- Acts with Integrity
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
Ease of IT Administration
Business Value Created
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
- 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
Trevor B.
- Role: Information Technology
- Industry: Retail
- Involvement: IT Leader or Manager
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
Alvaro G.
- Role: Operations
- Industry: Healthcare
- Involvement: End User of Application
Submitted Apr 2022
Gets the job done, but needs new features
Likeliness to Recommend
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