NICE Ltd

NICE CXone

Composite Score

8.4 /10

CX Score

8.4 /10

72 Reviews Write a Review

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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.

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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

94 Plan to Renew

3
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.

+85 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

3% Neutral

88% Positive

Pros

Acts with Integrity
Fair
Enables Productivity
Trustworthy

Feature Ratings

Average 86

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

Average 83

Breadth of Features

Business Value Created

Ease of IT Administration

Ease of Implementation

Quality of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization

Availability and Quality of Training

Vendor Support

NICE CXone Reviews

Vignesh S.

Role: Information Technology
Industry: Telecommunications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

Transformative and Scalable: NICE CXone Excellence

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

NICE CXone differentiates itself from other contact center platforms through a combination of AI-driven tools, deep analytics, seamless omnichannel capabilities, and strong scalability. In addition to its native AI, unified platform, and strong omnichannel capabilities, NICE CXone stands out for its focus on customer experience innovation and operational efficiency. The platform is built to empower both agents and supervisors with real-time insights, performance feedback, and tools to deliver personalized service at scale.

What is your favorite aspect of this product?

One of the most impressive and favorite aspects of NICE CXone is its unified, AI-powered cloud platform that seamlessly brings together omnichannel communication, workforce engagement, and advanced analytics—all in one place. What truly sets it apart is how effortlessly it empowers both agents and supervisors to deliver exceptional customer experiences. With tools like Enlighten AI, real-time sentiment analysis, and predictive behavioral scoring, CXone helps agents respond with empathy and intelligence—making interactions more meaningful and efficient.

What do you dislike most about this product?

One aspect of NICE CXone that could be improved is its complex pricing structure. The licensing and subscription costs, while justified by the platform’s extensive features, can be a bit challenging for organizations to predict without a clear understanding of how various components (such as omnichannel routing, AI features, and workforce optimization) impact the overall pricing. Additionally, while the platform is highly customizable, some users may find the onboarding and initial setup process a bit lengthy, especially for businesses that have specific integrations or custom requirements.

What recommendations would you give to someone considering this product?

If you’re considering NICE CXone for your contact center, it’s important to carefully evaluate your specific needs before implementing the platform. NICE CXone offers a range of powerful features such as omnichannel support, AI-driven insights, and workforce management. Identifying which features align with your business goals will ensure the platform meets your expectations.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

vignesh k.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

Extended Customer support and User friendlyproduct

Likeliness to Recommend

10 /10

What differentiates NICE CXone from other similar products?

User friendly Administrative Console, Extended Customer support, Weekly Connect With Technical Account Manger and Sales Team. Advanced Reporting tools set and Easy to Integrate with Other Platforms, Automation friendly

What is your favorite aspect of this product?

Reporting is My Favourite part, As An Admin We used to Respond and Assist Team leads Queries With Help Of It and we have done so many Automation to help team leads to manage and reduce day to day work

What do you dislike most about this product?

Obviously, I would say I love this product, Zero Dislike🫶🏻

What recommendations would you give to someone considering this product?

Considering smooth Transition From existing platform to Nice Will be very much user friendly and Easy for Admin to Adopt this product, Extended Customer Support

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

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

94 Plan to Renew

3 Since last award

84 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+85 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).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

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.).

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

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 Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

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.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

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.

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.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

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.

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 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.

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.

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

Vignesh S.

Transformative and Scalable: NICE CXone Excellence

Likeliness to Recommend

Pros

vignesh k.

Extended Customer support and User friendlyproduct

Likeliness to Recommend

Pros

Kunal M.

Comprehensive and holistic features built-in

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

Webex Contact Center

Genesys Cloud CX

Five9 Intelligent CX Platform

Avaya Cloud Office

Talkdesk CX Cloud

Zendesk Talk

3
Since last award

1
Since last award

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

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization

Availability and Quality of Training

Vendor Support