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NICE Ltd

NICE CXone

Composite Score

8.1 /10

CX Score

8.0 /10

58 Reviews Write a Review

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

Gustavo A.

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

Validated Review

Verified Reviewer

Submitted Mar 2022

Nice is great, but a little slow. Otherwise, it's

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

Nice differs from Aspect Softphone in the sense that it does not need to tabulate what happened in each call. And despite being a bed to start, it is very fast during treatment and very fluid.

What is your favorite aspect of this product?

I like the layout. The user experience is great and the UX designer is to be congratulated.

What do you dislike most about this product?

Nice is very slow to start. It crashes a lot and sometimes I need to restart to get it working again and this impairs productivity.

What recommendations would you give to someone considering this product?

If you don't need to start work quickly, Nice is highly recommended, but if your work point needs to start only when Nice is opened, then you may experience some delays.

Pros

Enables Productivity
Trustworthy
Unique Features
Efficient Service

Cons

Less Performance Enhancing
Inhibits Innovation
Slower Product Innovation

Jason T.

Role: Sales Marketing
Industry: Other
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2022

Offers excellent customer accessibility

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

In everything that may involve group work, it is excellent to be able to identify all the elements within the scope of the platform that serve to cover commercial operations, such as the routing function with omnichannel support. Based on that, there is no doubt that NICE is an exemplary service when it comes to managing

What is your favorite aspect of this product?

Its level of technical infrastructure is a bit more complex than that shown in other customer experience platforms, giving us a much higher workforce configuration capability by applying factors such as artificial intelligence that the platform itself provides, so if you have previous experience working with communications it can be very helpful.

What do you dislike most about this product?

If you are considering working with mass marketing operations, the NICE inContact platform does not have the necessary features for this, which tends to limit a bit the work management in the case of small businesses that require a more agile marketing management and with greater scope to start producing, but still serves to make the interaction with customers is better, which is also useful.

What recommendations would you give to someone considering this product?

We recommend expanding the number of options you have in the customer experience area by adding NICE inContact to a shared management with CRM platforms such as bitrix24, so that you can solve problems in less time, and can explore more mechanics when working with routing.

Pros

Helps Innovate
Continually Improving Product
Unique Features
Inspires Innovation

Jamie C.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2021

Consistent however does issues with double calls

Likeliness to Recommend

7 /10

What differentiates NICE CXone from other similar products?

Cost, technical response

What is your favorite aspect of this product?

Auto answer

What do you dislike most about this product?

The cross over of calls when on calls

What recommendations would you give to someone considering this product?

Check with compatibility of pop up screens software

Pros

Performance Enhancing
Trustworthy
Effective Service
Caring

Latest Research

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

Gustavo A.

Nice is great, but a little slow. Otherwise, it's

Likeliness to Recommend

Pros

Cons

Jason T.

Offers excellent customer accessibility

Likeliness to Recommend

Pros

Jamie C.

Consistent however does issues with double calls

Likeliness to Recommend

Pros

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Title

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