NICE CXone Reviews

Name: NICE CXone
Brand: NICE
Rating: 4.1 (12 reviews)

Vendor: NICE

4.1 out of 5

12 reviews
96% willing to recommend

1,046 followers

What is NICE CXone?

NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

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NICE CXone is the #3 ranked solution in top IVR Systems, #4 ranked solution in top Workforce Engagement Management solutions, #7 ranked solution in top Knowledge Management Software, and #7 ranked solution in top Contact Center as a Service (CCaaS) solutions. PeerSpot users give NICE CXone an average rating of 8.2 out of 10. NICE CXone is most commonly compared to ServiceNow: NICE CXone vs ServiceNow. NICE CXone is popular among the large enterprise segment, accounting for 71% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 16% of all views.

Helped 815,854 peers since 2012

Featured reviews

James Arvidson

Managing Partner at CX Partners Inc

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

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reviewer1312371

Customer Service Manager at a wholesaler/distributor with 51-200 employees

I have found the ease of use of the ACD to be most valuable along with the inView dashboard. It is so easy to manage your own call routing without needing to be a developer, and great service resources on hand when you can't figure it out on your own. inView has been such a great tool and is used all day every day to track live data of everything happening in our call center. We have boards for the agents to view, supervisors, managers and even the executive team. Each group loves having the ability to check at a glance to see what they need to see to gauge where the day is at.

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it_user674073

Principal Writer & User Experience Design at Intuit

* Workflow: There are status indicators that imply draft -> finished, but they don’t really work that way. * Better support for the contextual hiding of content. Right now, the only filters are pro and non-pro. The user should be able to create filters to hide or not hide content. * Can’t use a third-party link checker because MT creates dummy pages if they don’t exist for the link’s target. Instead of returning a 404, you get a bogus page and no broken link notifications. MT is coming out with a linkchecker for the MT Responsive product, which might resolve this issue. * To be specific, the right hand rail of MT has a means of marking a doc called, “Stage,” as shown. Stages include draft, review, and final. The naïve understanding I had of them initially is that the stages related to publication, i.e., something marked “draft” would not be published until “reviewed” and then classified as “final.” This would be a wonderful workflow that mimicks, for example, Pull Requests in Git. However, Stage labels do nothing. They simply label the page with the Stage name. So, “draft” documents appear just as pages marked “final” and “obsolete.” So, I think this is a missed opportunity. I believe MT is trying to create this kind of functionality in the latest version of MT Responsive. Still, the Stage tag is a no-op. * In addition, advanced authoring tools, such as XMetal and oXygen, enable the author to tag a sentence, paragraph, section, or chapter for the purpose of displaying/hiding that text. This is called conditional text. You can configure whether or not that conditional text appears in the document. For example, you might have an expert’s and beginner’s version of the same document. Rather than having two documents, you have one with conditional text. The beginner’s version does a lot more hand holding. For the beginner, you’d “turn on” the conditional text. For the expert, you’d “turn off” the conditional text. MT’s conditional text is limited to two tags. I believe they’re “pro” and “non-pro.” Something like that. These tags relate to the reader’s classification that’s in their MT user profile. Two tags don’t provide the granularity needed to use conditional text effectively. So, I doubt it’s used.

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NICE CXone mindshare

Product category:

As of November 2024, the mindshare of NICE CXone in the Workforce Engagement Management category stands at 10.7%, up from 8.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Workforce Engagement Management

Key learnings from peers

Valuable Features

The ease of use of the ACD and inView dashboard, ability to send texts, tagging and categorizing calls, user-friendly interface with minimal training, integrated Softphone, high quality of recorded calls, and the ability to listen to calls for training purposes are the most valuable features of NICE CXone.

"We are able to see the calls in queue and able to see if someone is available or not."
"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."
"Being able to listen in on a call, which is exceptionally good with training."

Room for Improvement

Users mention that inView should be integrated into NICE CXone while dashboards and reporting can be challenging to navigate. Dashboards occasionally freeze and show ghost calls, and the system sometimes runs slowly or logs users out, causing potential disruptions. Frequent refreshes are needed when data doesn't load, and calls' quality could be improved. They also suggest adding fax capabilities, more color options, and new layouts for the platform.

"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."
"inContact should offer a way to send faxes."
"It could improve the quality of calls."

ROI

Users experienced significant cost savings with NICE CXone reported an increase in agent efficiency and noted improved customer satisfaction levels. They highlighted reductions in average handle times and improvements in first-call resolution rates. Enhanced reporting capabilities gave managers better insights into performance metrics. Users mentioned streamlined operations and appreciated the scalability and flexibility of NICE CXone addressing various business requirements. The intuitive interface contributed to quicker training times for new agents.

Pricing

NICE CXone offers a variety of pricing packages to fit the needs of different businesses. The packages are based on the number of interactions, the number of agents, and the features that are needed. The most basic package, the Digital First package, starts at $71 per month per agent. This package includes support for 30+ digital channels, common data sets and models, unified administration and user interface, digital agent routing for 30+ channels, dedicated agent and supervisor workspace, prebuilt data visualization dashboard and reports, and digital recording and storage. The most expensive package, the Complete Suite, starts at $209 per month per agent. This package includes all of the features of the other packages, plus AI-driven omnichannel analytics, sentiment analytics, out-of-the-box dashboards and in-depth reporting, and contextual and conversational customer feedback.

"We had a custom setup that cost us some money."

Popular Use Cases

Organizations use NICE CXone primarily for ACD/IVR to manage multiple brands' customer support, providing a unified reporting system. It helps in quality management through call recordings and tracking metrics. WFM optimizes break schedules. Supervisors monitor tasks via customizable dashboards. Call centers handle high volumes of calls, emails, and interactions with partner agencies using NICE CXone. Users remotely manage calls and communications, facilitating efficient operations in various environments, including donation call centers.

Service and Support

Customers appreciate NICE CXone's support team for being responsive and helpful. Users find the training and documentation valuable. Some point out that the technical team addresses issues promptly. There's positive feedback regarding the platform's reliability and the ability of the support team to resolve concerns efficiently. However, a few users mention occasional delays in response times. Overall, NICE CXone provides effective customer service and technical support.

Deployment

Users find NICE CXone's initial setup straightforward and intuitive. They appreciate the clear installation instructions and helpful support team. Some users note that it requires minimal training to get accustomed to its features. Satisfaction with the initial configuration is high, and many find the setup to be efficient and time-saving. The flexibility and ease of integration with other systems are repeatedly praised in user experiences.

Scalability

Users find NICE CXone highly scalable, efficiently handling varying call volumes without issues. Businesses appreciate its ability to manage growth seamlessly and support multiple centers. Users mention that NICE CXone adapts well to different scales and integrates effectively with other systems. It's praised for being robust and reliable during scaling efforts.

Stability

NICE CXone is praised for its robustness and reliability. Users commend its consistent performance and minimal downtime. Many highlight its ability to handle high call volumes without lag or crashes. Users appreciate its seamless integration with existing systems, noting that it rarely experiences technical issues. Some users also mention that it efficiently supports remote work environments, demonstrating stability across various network conditions.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our NICE CXone Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

16%

Computer Software Company

12%

Healthcare Company

10%

Manufacturing Company

Insurance Company

Government

Retailer

University

Energy/Utilities Company

Real Estate/Law Firm

Comms Service Provider

Educational Organization

Construction Company

Logistics Company

Outsourcing Company

Recreational Facilities/Services Company

Non Profit

Transportation Company

Wholesaler/Distributor

Engineering Company

Hospitality Company

Performing Arts

Recruiting/Hr Firm

Legal Firm

Wellness & Fitness Company

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Learn more about NICE CXone

The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

NICE CXone was previously known as NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy.