NICE CXone Reviews

Name: NICE CXone
Brand: NICE
Rating: 4 (11 reviews)

Vendor: NICE

4.1 out of 5

11 reviews
95% willing to recommend

1,044 followers

What is NICE CXone?UNIXBusinessApplication
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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, #6 ranked solution in top Contact Center as a Service (CCaaS) solutions, and #9 ranked solution in top Knowledge Management Software. 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.

Buyer's Guide

Workforce Engagement Management

March 2024

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Helped 767,319 peers since 2012

Featured reviews

reviewer1312371

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

Mar 17, 2020

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

Apr 9, 2018

* 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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it_user674073

Principal Writer & User Experience Design at Intuit

Feb 16, 2018

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 market share

Product category:

As of March 2024, the market share of NICE CXone in the Workforce Engagement Management category stands at 16.4%, marking an increase of 50.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Workforce Engagement Management

Key learnings from peers

Valuable Features

"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

"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."

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."

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

Download our Workforce Engagement Management 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

14%

Healthcare Company

10%

Insurance Company

Manufacturing Company

Government

Retailer

Real Estate/Law Firm

Energy/Utilities Company

Comms Service Provider

Construction Company

Educational Organization

University

Wholesaler/Distributor

Recreational Facilities/Services Company

Hospitality Company

Logistics Company

Outsourcing Company

Performing Arts

Non Profit

Legal Firm

Transportation Company

Engineering Company

Wellness & Fitness Company

Media 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.