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NICE CXone Logo Award Winner Product Badge
NICE CXone Logo Award Winner Product Badge
NICE Ltd

NICE CXone

Composite Score
8.1 /10
CX Score
8.0 /10
Category
NICE CXone
8.1 /10

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

90

Contact Center Analytics

88

Call Scripting and Call Flow Management

87

Multi Channel Queue Management

87

Skills Based Routing

86

Screen Prompts

85

Multi Channel Intake Integration

85

Contact Center Compliance Management

84

Knowledge Management

83

Workforce Management

83

Ticket Management

80

Vendor Capability Ratings

Average 82

Breadth of Features

86

Ease of IT Administration

85

Business Value Created

85

Usability and Intuitiveness

85

Ease of Implementation

84

Quality of Features

83

Ease of Data Integration

82

Availability and Quality of Training

82

Product Strategy and Rate of Improvement

82

Ease of Customization

79

Vendor Support

76

NICE CXone Reviews

Nick B.

  • Role: Information Technology
  • Industry: Not for Profit
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Apr 2022

Nice inContact is user friendly and easy to use

Likeliness to Recommend

9 /10

What differentiates NICE CXone from other similar products?

I haven't used other call center software, but I've been very happy with nice

What is your favorite aspect of this product?

I love the easy to use IVR

What do you dislike most about this product?

We didn't get all of the training that we were promised.

What recommendations would you give to someone considering this product?

Make sure you get an experienced implementer

Pros

  • Effective Service
  • Caring
  • Saves Time
  • Respectful

Cons

  • Less Efficient Service

Mark W.

  • Role: Operations
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2022

Best in class product and great team to work with.

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

NICE has a long history of excellence in this space and they use that experience to continue to provide best in class products and best in class service.

What is your favorite aspect of this product?

The product is rock solid, yet stays up-to-date with the latest trends in the Contact Center space.

What do you dislike most about this product?

Since the desktop client is a full download on to the PC, it can be a challenge at times for BPOs to download and set up the product.

What recommendations would you give to someone considering this product?

I would recommend using the suite of products that NICE has to offer. But even if you use just one of the products, you can expect a great team to support you and to make the implementation as easy as possible.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Eduardo C.

  • Role: Operations
  • Industry: Not for Profit
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2022

The product is really good when it works.

Likeliness to Recommend

6 /10

What differentiates NICE CXone from other similar products?

According to what I have experienced with NICE and the demos for other products I have recently attended, I don't think NICE might have something that differentiates from other products.

What is your favorite aspect of this product?

Unfortunately, I'm not very happy with this product

What do you dislike most about this product?

There are two main things that I don't like 1) The product presents issues like call dropping, silence in the middle of calls, and not letting connect the call. 2) Tech support only communicates with the authorized users (usually a handful of users) who most likely are not the agents experiencing the problems.

What recommendations would you give to someone considering this product?

I would recommend

Pros

  • Respectful
  • Continually Improving Product
  • Caring
  • Generous Negotitation

Cons

  • Less Reliable
  • Less Productive
  • Vendor Friendly Policies

Most Popular NICE CXone Comparisons

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