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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
Austin B.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Dec 2022
Flexible tool for quicker resolution to issues
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
NICE CXone offers several ways to skip unnecessary and repetitive tasks so our agents are able to focus on our customers. What particularly is most interesting about this platform is that, it automatically routes incoming calls to relevant agents based on performance, location, idleness, and more
What is your favorite aspect of this product?
With the robust call recording and tracking feature integrated into the NICE CXone, we ensure that every customer call is answered, apart from the enhancing the performance of agents through close monitoring
What do you dislike most about this product?
During peak periods if there are any unanswered phone calls, NICE CXone should automatically call our customer’s number until the agent and the customer are successfully connected
What recommendations would you give to someone considering this product?
NICE CXone has emerged to the forefront as the best contact center to take care of the routine support request from customers, resulting in reduced handle time and boosted customer satisfaction
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Alejandra P.
- Role: Sales Marketing
- Industry: Construction
- Involvement: IT Leader or Manager
Submitted Oct 2022
NICE CXone: All types of services via telephony
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
Being a company that provides a service with NICE CXone that allows us to record our phones and reach internal users when we were managing calls and cases. We used the tool to record calls, emails and/or chat sessions to answer incoming calls and place a call. It also allowed us to schedule when to call the client back which was very convenient to work with.
What is your favorite aspect of this product?
Although dedicated to the connection via telephone also includes a variety of options for reports which we can all in one place, which is also useful scheduling callbacks to our customers so as not to leave the customer blank and note that we are always at your service which is not very easy to navigate in the course of your call to go making a record or tracking of the event.
What do you dislike most about this product?
Your configuration for volume control is predetermined by NICE, you should enable as free volume for better understanding of the customer when he is in call and better understanding of the subordinate who is in work, in conjunction with that the system tends to be delayed, you should improve more that code for your platform.
What recommendations would you give to someone considering this product?
We recommend this telephony platform called NICE CXone because its platform is derived for a good amount of service depending on your company or brand, it can be from technical support service, call center, support such as hotel reservations, all depending on your field as it can also help you understand the customer in each of the calls that the subordinate answers. With a very easy to navigate and use interface, it is well developed. We have high expectations in NICE CXone.
Pros
- Reliable
- Performance Enhancing
- Caring
- Respectful
Ambrielle P.
- Role: Industry Specific Role
- Industry: Insurance
- Involvement: Business Leader or Manager
Submitted Oct 2022
Very intuitive and great customization ability!
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
User friendly and great support!
What is your favorite aspect of this product?
Too many to list!
What do you dislike most about this product?
No dislikes
What recommendations would you give to someone considering this product?
NICE has completely changed the way our Call Center operates, in a positive way!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
