NICE CXone Reviews

Name: NICE CXone
Brand: NICE
Rating: 4.1 (14 reviews)

Vendor: NICE

4.1 out of 5

14 reviews
96% willing to recommend

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 #1 ranked solution in top IVR Systems, #2 ranked solution in top Live Chat solutions, #3 ranked solution in top Workforce Engagement Management solutions, #4 ranked solution in top Contact Center as a Service (CCaaS) solutions, and #6 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 Genesys Cloud CX: NICE CXone vs Genesys Cloud CX. NICE CXone is popular among the large enterprise segment, accounting for 65% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 17% of all views.

Helped 864,053 peers since 2012

Featured NICE CXone 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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Argha Ghosh

Technology Specialist at Cognizant

The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio. Clearing cache and cookies from browsers often resolves these problems, but it's something that occurs frequently. Simplifying the studio tool could also be an improvement, along with organizing external training and better communication about new features, like agent assist or agent co-pilot.

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reviewer2746335

Senior Manager, Contact Center Technology at a financial services firm with 10,001+ employees

The solution is very similar to what we had previously with Genesis. We wanted to maintain that solution while gaining more flexibility when adding new features such as AI components, which is considerably easier now. The control aspect has been particularly beneficial. We are able to control how we utilize our CCaaS platform. We built our own CCaaS platform using NICE CXone in our AWS environment. This control was a significant benefit of NICE CXone. The system is very flexible and powerful, especially for organizations wanting to control their environment. While Amazon Connect is effective, NICE CXone requires less work with its easier portal to configure the ACD and different users. NICE CXone provides better flexibility to build your environment with a cleaner UI for environment control. The solution provides opportunities to connect with various carriers, unlike Amazon Connect. Amazon Connect doesn't offer the same level of control into ACD or SBCs.

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NICE CXone mindshare

Product category:

As of July 2025, the mindshare of NICE CXone in the Workforce Engagement Management category stands at 15.9%, up from 9.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Workforce Engagement Management

PeerResearch reports based on NICE CXone reviews

Type	Title	Date
Category	Workforce Engagement Management	Jul 31, 2025	Download
Product	Reviews, tips, and advice from real users	Jul 31, 2025	Download
Comparison	NICE CXone vs Genesys Cloud CX	Jul 31, 2025	Download
Comparison	NICE CXone vs Five9	Jul 31, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	22.5%	100%	12 interviews Add to research
Zendesk	4.1	N/A	93%	60 interviews Add to research

Valuable Features

NICE CXone offers dynamic content structuring, easy navigation, and editable dashboard. Users highlight its omnichannel experience with consistent analytics across channels. The inView dashboard provides vital data insights for teams. CXone Studio simplifies call flow scripting, and WebRTC enhances customer service efficiency. The platform supports SMS, call tagging, and integrated Softphone. Its strong recording and playback features aid call tracking and training. Overall flexibility and logical customization are key strengths.

"The technical support for NICE CXone is outstanding."
"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."

Room for Improvement

NICE CXone needs a more user-friendly interface, improved audio quality, and more efficient reporting features. Users experience issues with system speed, occasional dashboard freezes, and difficulties with custom report creation due to required coding skills. Enhancements in dashboard navigation, integration of features like inView, and better handling of call queues would be beneficial. Streamlined implementation and addressing ghost calls are also areas for potential improvement.

"The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio."
"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."

ROI

NICE CXone generated over $200,000 for their small team in the first full year. Its cloud-based nature saves time and resources as AWS handles infrastructure management. Tech writers find it advantageous, while developers favor traditional tools like text editors and Confluence.

Pricing

NICE CXone pricing involves a licensing fee on a contractual basis. Users indicate that while the system accommodates various customer needs with different tiers, transitioning away poses challenges due to the custom archiving and lack of automated document extraction. Evaluators suggest focusing on key features during demos and comparing the total platform costs, including setup and recurring fees, to align with budget requirements.

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

Popular Use Cases

NICE CXone is primarily used for managing customer support across multiple brands, improving quality management with call recordings, and optimizing workforce schedules. It supports call centers by handling large call volumes, emails, and recordings. Supervisors utilize dashboards for better task management and scheduling. Users appreciate its scalability and integration capabilities, experiencing minimal issues post-migration from Avaya. NICE CXone is selected for its return on investment, aiding in managing critical communications and monitoring operations effectively.

Service and Support

NICE CXone's customer service and support are prompt and friendly. Their technical support excels in addressing simple issues swiftly, earning high ratings for quick responses and friendly communication. However, larger concerns may experience delays. Time differences can be a challenge, yet their team offers precise and polite assistance. While feature requests could improve, standard inquiries receive excellent attention. Users find their support team to be incredibly accessible and effective in promptly resolving concerns.

Deployment

Users found NICE CXone setup simple and straightforward. Online training and support were available, along with a detailed walkthrough. Technical support was easily accessible. As a cloud service, operations started smoothly, with quick assistance for issues like CSS. Some encountered costs with a custom setup but appreciated third-party implementation partners' ability to simplify technical terms. Installation was easy, though implementing complex call flows required more effort.

Scalability

NICE CXone demonstrates high adaptability, handling significant user loads effectively. Users express strong confidence in its ability to manage increased scales without complications. While an initial data load might be slow, adaptability settings are easily modified, catering to various needs. The platform handles a large scale of users proficiently, indicated by previous successful migrations. With its extensive functionality across different industries, many users rate it highly for managing large teams, affirming its capacity for expansion.

Stability

NICE CXone is generally stable according to users. Outages occur but are infrequent and short-lived, with effective communication from the service team. Some report a flawless experience, while others note occasional glitches such as VM resource congestion and WFM issues. Despite these, it often maintains stability, earning praise from many. Users rate its stability between seven and ten, highlighting potential areas for improvement but expressing general satisfaction.

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

17%

Computer Software Company

12%

Manufacturing Company

10%

Comms Service Provider

Insurance Company

Healthcare Company

University

Real Estate/Law Firm

Performing Arts

Government

Retailer

Energy/Utilities Company

Non Profit

Wholesaler/Distributor

Educational Organization

Legal Firm

Outsourcing Company

Logistics Company

Construction Company

Transportation Company

Hospitality Company

Recreational Facilities/Services Company

Pharma/Biotech Company

Marketing Services Firm

Recruiting/Hr Firm

Engineering Company

Consumer Goods 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.