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

1,264 followers

What is NICE CXone?

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

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NICE CXone is the #2 ranked solution in top IVR Systems, #3 ranked solution in top Live Chat solutions, #4 ranked solution in top Workforce Engagement Management solutions, #6 ranked solution in top Knowledge Management Software, and #6 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 Genesys Cloud CX: NICE CXone vs Genesys Cloud CX. 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 15% of all views.

Helped 838,533 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

Technical writing in the software industry. Writing includes developer guides and API guides MindTouch (MT) is the only real HTML authoring tool that has the sophistication technical writers need. MT is also a CMS to handle version control. Simple editing features Single sourcing Intelligent…

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NICE CXone mindshare

Product category:

As of February 2025, the mindshare of NICE CXone in the Workforce Engagement Management category stands at 13.5%, up from 8.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Workforce Engagement Management

PeerAnalyst reports

Type	Title	Date
Category	Workforce Engagement Management	Feb 20, 2025	Download
Product	Reviews, tips, and advice from real users	Feb 20, 2025	Download
Comparison	NICE CXone vs Genesys Cloud CX	Feb 20, 2025	Download
Comparison	NICE CXone vs Five9	Feb 20, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	28.1%	100%	12 interviews Add to research
Five9	4.3	9.2%	100%	20 interviews Add to research

Valuable Features

NICE CXone offers dynamic help systems, HTML editing, ACD usability, inView dashboards for real-time data tracking, flexible dashboards, and integrated Softphones. It excels in omnichannel experiences, consistent analytics, and customizable reporting. Users appreciate easy call tagging, playback, and training features. Its ability to send texts, listen to calls, and maintain high-quality recordings enhances its user-friendliness and adaptability. Content hierarchy and module navigation are also highlighted as beneficial traits.

"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

NICE CXone requires enhancements in user interface streamlining and ease of navigation, particularly merging inView directly for seamless dashboard integration. Users experience freezing issues causing data lags and inaccurate reporting such as ghost calls. A more robust reporting system is needed as creating custom reports demands specialized skills. Improving call quality and handling system slowdowns that result in logouts are crucial areas. Implementing more colors and layouts could refresh the interface and improve user experience.

"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 pricing on a contract basis with a licensing fee. While specific price details are often unclear, several tiers accommodate different customer needs. Users should note that the service involves storing data in NICE's repository, which might pose challenges when moving content. Enterprises evaluating this solution should carefully compare features, platform scores, and consider recurring and setup costs to align with budget requirements.

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

Popular Use Cases

NICE CXone is primarily utilized for managing ACD/IVR, enhancing customer support across various brands with centralized reporting and metrics. It facilitates quality management with call recording capabilities and optimizes workforce management by scheduling staggered breaks. Users benefit from features like the Agent List on dashboards for task allocation and monitoring. Its application spans call centers for handling high call volumes, emails, and recordings, showcasing an impressive return on investment and scalability.

Service and Support

Customer service is praised for quick, friendly responses to immediate concerns. Technical support excels in handling simple issues efficiently but faces delays with larger requests. Response time can be impacted by time zone differences, yet staff remains polite and helpful. Feature requests receive less attention than general inquiries. Many users appreciate the responsiveness, while some have not needed assistance, finding their experience refreshingly smooth without interactions.

Deployment

NICE CXone's initial setup is described as simple and straightforward. Users appreciated online training and support, along with a detailed walkthrough. Technical support was easily accessible, and being a cloud service, everything operated smoothly from the start. While some had a custom setup that incurred additional costs, others collaborated with third-party implementation groups that simplified technical jargon. Styling according to company profiles was efficiently supported, although one didn’t participate in the setup process, and another found it unknown.

Scalability

Users express confidence in the scalability of NICE CXone, noting its capability to handle extensive tasks like loading numerous resources. While some mention slower initial downloads with large datasets, they agree that there are no significant issues related to scalability. Teams appreciate its adaptability to specific needs and its broad application range, affirming its suitability for various organizational requirements. Settings adjustments are straightforward, enhancing its flexibility for different operational contexts.

Stability

NICE CXone exhibits high stability, with infrequent outages and minimal service disruptions. Users note the system is very stable, rarely experiencing glitches. Service interruptions are uncommon, swiftly addressed, and communicated effectively, ensuring minimal impact. Feedback highlights that, even over several years, users have consistently been able to perform tasks without interference. Although minor issues occur occasionally, NICE CXone remains a dependable choice, receiving a perfect score for reliability from some users.

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

Computer Software Company

15%

Financial Services Firm

15%

Healthcare Company

Manufacturing Company

Insurance Company

University

Government

Retailer

Real Estate/Law Firm

Energy/Utilities Company

Comms Service Provider

Educational Organization

Non Profit

Logistics Company

Construction Company

Outsourcing Company

Performing Arts

Engineering Company

Legal Firm

Transportation Company

Recruiting/Hr Firm

Hospitality Company

Wholesaler/Distributor

Wellness & Fitness Company

Recreational Facilities/Services Company

Compare NICE CXone with alternative products

Learn more about NICE CXone

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

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