NiCE CXone

Score8.6 out of 10

949 Reviews and Ratings

What is NiCE CXone?

NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

Categories & Use Cases

Media

Screenshot of CXone Copilot is a partner for every conversation — bringing knowledge, next steps, and smart suggestions before agents even have to ask.

Screenshot of CXone Orchestrator is a visual yet tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.

Screenshot of CXone Interaction Analytics, used to get actionable insights from every voice, digital, and self-service customer interaction.

Screenshot of CXone Performance Management aligns employee performance, contact center goals, and customer expectations with continuous improvement.

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Screenshot of CXone Copilot is a partner for every conversation — bringing knowledge, next steps, and smart suggestions before agents even have to ask.

Warm transfer
Allows current agent to speak with new agent before call is transferred.
Category average: 9
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.3

Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.4
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.5
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 8.2

Monica Fornash View profile

Business Analyst in Information Technology at United Way of Greater Cincinnati (51-200 employees employees)

Use Cases and Deployment Scope

We use NICE CXone as our telephony system to route calls to our 211 Helpline to agents who can provide information to the caller regarding resources for a need. What we love about NICE is the flexible routing schema and the ability to monitor real time KPIs and agents real time through its robust reporting capabilities. Our old system did not provide these things. Future plans are to integrate NICE with our resource database system and also look at implementing AI.

Pros

Real time call monitoring
In depth reporting
Customer support
Flexible call routing
Quality control

Cons

The user interface is a little confusing
Clearer report creation

Return on Investment

100% improved visibility into call metrics
Ease of modifying call routing
More efficient use of our limited agent resources

Usability

Other Software Used

Salesforce CMS

Jean Pichler

Manager in Customer Service at Streamline Brands (201-500 employees employees)

Use Cases and Deployment Scope

Our department handles all inbound contacts for the company. We not only use the phone, email and chat services but also workforce management and quality management. These tools have saved us hours of manual time. The reporting function is good but at times I wish it were a bit more flexible.

Pros

Workforce management is very easy to use
Quality management allows evaluations to be objective
Real time adherence allows me to know what everyone on the team is doing at a glance
Reports allow us to evaluate the performance and helps us improve

Cons

It would be nice if the prebuilt reports had some functions to modify
It would be nice to have additional color Aux codes for WF
Honestly, I don't have any other suggested areas of improvement.

Return on Investment

Positive impact that scheduling is more efficient. Less overscheduling
Real time reporting allows us to make decisions faster
QA management helps us identify areas of performance improvement

Usability

Other Software Used

Microsoft 365

Tina Higgins View profile

WFO, Contact Center Solutions Analyst in Information Technology at VGM Group, Inc. (1001-5000 employees employees)

Use Cases and Deployment Scope

We currently utilize the NICE CXone suite of services for one of our business units as their CC handling platform. We are currently utilizing Max/Supervisor/Feedback Management/Quality Management/Workforce Management/Contact Engine and soon will be implementing Real Time Interaction Guidance as well as Interaction Analytics. These tools allow us to address many issues we were faced with prior to utilizing, but one of our biggest improvements so far is directly related to the implementation of Contact Engine. Contact Engine not only increases efficiencies by allowing live agents to step away from the 2-way conversation, allowing them to devote attention to escalated Patient/Case Manager and Provided issues.

Pros

Communicate
Collaborate
Elevate
Remain on top of industry trends
Recommend

Cons

I'd like to see the ability to flag/report "phishing/spam" emails
More options for pre-built reports
Better search functionality

Return on Investment

NICE CXone has allowed us the ability to, on specific teams, not have to back fill positions due to attrition.
NICE CXone has provided us insight into data metrics that we did not have before.
NICE CXone provides us with visibility into the productivity of our offshore agents which we did NOT have prior to our partnership.

Usability

Other Software Used

Microsoft 365, RingCentral Events, RingCentral Meetings, RingCentral Video

Lilly Rule

Sales in Customer Service at Marriott (5001-10,000 employees employees)

Use Cases and Deployment Scope

We use it to connect with customers via telephone. The product addresses several business problems, such as connectivity and system issues, and I use it nearly daily.

Pros

Connectivity
Reaching customers through e-channel.
Tracking e-channel performance.

Cons

Connectivity issues with customers.
Lags or delays in voices on the phone.
Lack of communication about updates.

Return on Investment

Connectivity issues causes angry customers.
Customers are happy to connect with agents through nice cxone.
It is very useful for my business objectives as we use it daily to connect with customers.

Usability

Other Software Used

Empower QLM

Kamal Juneja

in Information Technology at LPL financial (1001-5000 employees employees)

Use Cases and Deployment Scope

In my organization, NICE CXone is used as a robust platform to optimize customer experience and streamline contact center operations. It serves as an all-in-one solution for managing interactions across multiple channels, including voice, chat, email, and social media.

Pros

Interactive Voice Response
Automatic speech recognition
Reporting

Cons

Case Management ( for reported incidents/probems)
Time is takes to resolve tier2 type problems
Lack of Subject matter experts

Return on Investment

Positive
Positive
Positive

Usability

Other Software Used

Mattersight Behavioral Analytics (discontinued)

NiCE CXone

What is NiCE CXone?

Categories & Use Cases

Media

Key Features

Top Performing Features

Warm transfer

Predictive dialing

Customer interaction analytics

Areas for Improvement

Quality management

Call analytics

CRM software integration

Reviews

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Cons

Return on Investment

Usability

Other Software Used

Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

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Return on Investment

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Other Software Used

Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

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Cons

Return on Investment

Usability

Other Software Used

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