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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
Ausrine S.
- Role: Information Technology
- Industry: Other
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2021
A must-have for call centers!
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
NICE is truly a leader in transforming call center management as we know it. It stands out from the pack because it has a native Salesforce integration that allows a business to plug in customer data to all customer support interactions across channels and ensure a seamless customer experience every time.
What is your favorite aspect of this product?
I really like how customizable the platform is and that you can set it up in a way that best suits your work style and enables you to work more efficiently. The user interface is highly intuitive and uncomplicated to use, even for first-time users. The platform capabilities are diverse and can be extended to deliver tangible time savings for customers and cost savings on the business side. The data insights captured during each call are very handy for tracking customer experience and learning as you go. Also, it features excellent call quality and enables calls to be easily recorded for future playback.
What do you dislike most about this product?
There is nothing in particular that I dislike about the product.
What recommendations would you give to someone considering this product?
I would highly recommend businesses that are keen to level up their customer support capabilities and improve their customer satisfaction levels to give NICE Cloud Contact Center a try.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Valorie S.
- Role: Consultant
- Industry: Government
- Involvement: End User of Application
Submitted Mar 2021
Great for companies and user friendly!
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
This is the only one I have ever used.
What is your favorite aspect of this product?
The queue and managing incoming/outgoing calls.
What do you dislike most about this product?
Not much down time between calls which is efficient but can have issues missing calls if they are right as your are making notes and ending the original call.
What recommendations would you give to someone considering this product?
It is great for a business and very user friendly most of the time!
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Cons
- Commodity Features
Olivia I.
- Role: Public Sector
- Industry: Government
- Involvement: Business Leader or Manager
Submitted Mar 2021
Easy to use! Great features!
Likeliness to Recommend
What differentiates NICE CXone from other similar products?
Cloud Contact Center is different because of the ability to personalize based on the project that you are using the system for.
What is your favorite aspect of this product?
My favorite part of this product is the ease of using the conference feature.
What do you dislike most about this product?
I dislike that sometimes while taking a call, the call will drop because of the product. Additionally, sometimes the site will freeze.
What recommendations would you give to someone considering this product?
I would recommend taking the time to look through all of the features because there are a lot that are extremely useful.
Pros
- Continually Improving Product
- Enables Productivity
- Trustworthy
- Effective Service
