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
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
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
Nick B.
- Role: Information Technology
- Industry: Not for Profit
- Involvement: IT Development, Integration, and Administration
Submitted Apr 2022
Nice inContact is user friendly and easy to use
Likeliness to Recommend
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
Submitted Apr 2022
Best in class product and great team to work with.
Likeliness to Recommend
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
Submitted Apr 2022
The product is really good when it works.
Likeliness to Recommend
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