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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

Kunal M.

Role: Information Technology
Industry: Utilities
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2024

Comprehensive and holistic features built-in

Likeliness to Recommend

6 /10

What differentiates NICE CXone from other similar products?

Integrations with sum all manufacturers, UI/UX design, product capabilities

What is your favorite aspect of this product?

Data analytics and dashboard

What do you dislike most about this product?

Product enhancement features are slow to build

What recommendations would you give to someone considering this product?

Enact and run POC with several different and unique functionality aspects. Explore the various features of this software and understand the limits

Pros

Trustworthy
Client Friendly Policies
Effective Service
Caring

Yousef S.

Role: Sales Marketing
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2024

Excellent tool for calling and agent monitoring

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

The software has a very user-friendly interface and the pre-built reports make reporting easy. Overall, the software’s performance is amazing.

What is your favorite aspect of this product?

The best part is it’s speedy with whatever I type reflecting in the tool immediately. The supervising portion in particular has been extremely useful for helping our support agents with calls.

What do you dislike most about this product?

While the documentation seems adequate, it could be improved for less savvy persons.

What recommendations would you give to someone considering this product?

The lay out is very easy on the eyes and organized allowing for versatile live call monitoring as well as archive monitoring and scoring.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Billy M.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Fantastic product!

Likeliness to Recommend

8 /10

Pros

Reliable
Performance Enhancing
Effective Service
Inspires Innovation

How We Deliver

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

Kunal M.

Comprehensive and holistic features built-in

Likeliness to Recommend

Pros

Yousef S.

Excellent tool for calling and agent monitoring

Likeliness to Recommend

Pros

Billy M.

Fantastic product!

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

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Talkdesk CX Cloud

Zendesk Talk

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