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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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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
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Since last award
91 Plan to Renew
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Since last award
84 Satisfaction of Cost Relative to Value
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Since last award
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?
Pros
- Respectful
- Security Protects
- Acts with Integrity
- Altruistic
How to read the Emotional Footprint
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
Negative
Neutral
Positive
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
NICE CXone Reviews
Zachery M.
- Role: Operations
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Mar 2021
Features not what we were expecting.
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
The system is pretty intuitive and easy to use. They call metrics by different words than other systems to it takes some time getting to know their verbiage however after you get used to it it's pretty clear.
What is your favorite aspect of this product?
Studio allows you to do so many things with your IVR. The better you can get at studio the more money you can save. You can also really customize your IVR to do exactly what you want it to. The code is easy to write and familiar to anyone who has used node.js.
What do you dislike most about this product?
The callback feature is unusable. It needs a rework. Also if you are a partner account it can be really difficult to launch the products you pay for. I don't recommend coming in as a partner account with any other service.
What recommendations would you give to someone considering this product?
Set up contracts directly with inContact and pay for a TAM. It's worth it. Saves money in the long run.
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Trustworthy
Cons
- Wastes Time
- Under Delivered
- Less Transparent
Ausrine S.
- Role: Information Technology
- Industry: Other
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2021
A must-have for call centers!
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
NICE is truly a leader in transforming call center management as we know it. It stands out from the pack because it has a native Salesforce integration that allows a business to plug in customer data to all customer support interactions across channels and ensure a seamless customer experience every time.
What is your favorite aspect of this product?
I really like how customizable the platform is and that you can set it up in a way that best suits your work style and enables you to work more efficiently. The user interface is highly intuitive and uncomplicated to use, even for first-time users. The platform capabilities are diverse and can be extended to deliver tangible time savings for customers and cost savings on the business side. The data insights captured during each call are very handy for tracking customer experience and learning as you go. Also, it features excellent call quality and enables calls to be easily recorded for future playback.
What do you dislike most about this product?
There is nothing in particular that I dislike about the product.
What recommendations would you give to someone considering this product?
I would highly recommend businesses that are keen to level up their customer support capabilities and improve their customer satisfaction levels to give NICE Cloud Contact Center a try.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
David T.
- Role: Operations
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Mar 2021
Solid Industry Leader in Contact Center Management
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
Biggest differentiator is the balance between intuitive and complex in its admin/supervior UX interfaces, especially when compared to its competitors.
What is your favorite aspect of this product?
Ease of creating dashboards to show team/leaders real time activity.
What do you dislike most about this product?
Pulling reporting isn't always as intuitive as I would like.
What recommendations would you give to someone considering this product?
Ideal if you need a partner that already has an out-of-the box product that will help you understand what strategic decisions you need to make in contact center management.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Trustworthy
Cons
- Charges for Enhancements
- Slower Product Innovation
