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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.
Download the entire Product Scorecard
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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
94 Plan to Renew
3
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.
+86 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
- Acts with Integrity
- Fair
- Enables Productivity
- Trustworthy
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
Skills Based Routing
Multi Channel Queue Management
Contact Center Analytics
Screen Prompts
Call Scripting and Call Flow Management
Multi Channel Intake Integration
Knowledge Management
Workforce Management
Contact Center Compliance Management
Ticket Management
Vendor Capability Ratings
Breadth of Features
Business Value Created
Ease of IT Administration
Ease of Implementation
Quality of Features
Ease of Data Integration
Usability and Intuitiveness
Product Strategy and Rate of Improvement
Ease of Customization
Availability and Quality of Training
Vendor Support
NICE CXone Reviews
Jason T.
- Role: Sales Marketing
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Feb 2022
Offers excellent customer accessibility
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
In everything that may involve group work, it is excellent to be able to identify all the elements within the scope of the platform that serve to cover commercial operations, such as the routing function with omnichannel support. Based on that, there is no doubt that NICE is an exemplary service when it comes to managing
What is your favorite aspect of this product?
Its level of technical infrastructure is a bit more complex than that shown in other customer experience platforms, giving us a much higher workforce configuration capability by applying factors such as artificial intelligence that the platform itself provides, so if you have previous experience working with communications it can be very helpful.
What do you dislike most about this product?
If you are considering working with mass marketing operations, the NICE inContact platform does not have the necessary features for this, which tends to limit a bit the work management in the case of small businesses that require a more agile marketing management and with greater scope to start producing, but still serves to make the interaction with customers is better, which is also useful.
What recommendations would you give to someone considering this product?
We recommend expanding the number of options you have in the customer experience area by adding NICE inContact to a shared management with CRM platforms such as bitrix24, so that you can solve problems in less time, and can explore more mechanics when working with routing.
Pros
- Helps Innovate
- Continually Improving Product
- Unique Features
- Inspires Innovation
Jamie C.
- Role: Information Technology
- Industry: Technology
- Involvement: End User of Application
Submitted Sep 2021
Consistent however does issues with double calls
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
Cost, technical response
What is your favorite aspect of this product?
Auto answer
What do you dislike most about this product?
The cross over of calls when on calls
What recommendations would you give to someone considering this product?
Check with compatibility of pop up screens software
Pros
- Performance Enhancing
- Trustworthy
- Effective Service
- Caring
Katherin C.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Apr 2021
Easy to use and excellent customer experience
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
It's easier to use and has way more features
What is your favorite aspect of this product?
The interface and the features
What do you dislike most about this product?
not really
What recommendations would you give to someone considering this product?
If you're looking for something that really works and that empowers your BPO, look no more, you have to use NICE
Pros
- Effective Service
- Helps Innovate
- Performance Enhancing
- Trustworthy
