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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
1
Since last award
84 Satisfaction of Cost Relative to Value
1
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
Paulette B.
- Role: Sales Marketing
- Industry: Retail
- Involvement: End User of Application
Submitted Feb 2023
Intuituve design to create any routing strategy
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
The reporting and analytics tools of NICE CXone are vwey helpful in understanding how our customers interact with us. It delivers enhanced self-service capabilities that enable us automate administrative tasks, free up agents resources and improve overall contact centre efficiency.
What is your favorite aspect of this product?
NICE CXone is robust, improves agent efficiency, reduces cost to serve and improves customer experience. It also offers easy measurement of ROI. It provides ease through omnichannel engagement, effectiveness in first call resolution, and emotional connections that showcase proactice care.
What do you dislike most about this product?
Setting custom queries can make interaction pages cluttered. It has cool visibility, but the different dashboards we can create are limited to what the software describes.
What recommendations would you give to someone considering this product?
Its automatic dialer distribution features help a contact center increase customer satisfaction by developing a better inbound call managing strategy. Informs callers of their position in the queue and lets them make a call back request.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
James B.
- Role: Public Sector
- Industry: Government
- Involvement: End User of Application
Submitted Feb 2023
Fantastic product!
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
Havent used anything else
What is your favorite aspect of this product?
Gives a good raw data output
What do you dislike most about this product?
Can be hard to navigate
What recommendations would you give to someone considering this product?
try it, ensure you got proper training
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
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
