NICE CXone Reviews

Name: NICE CXone
Brand: NICE
Rating: 4.1 (15 reviews)

Vendor: NICE

4.1 out of 5

15 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 63% 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.

Helped 866,088 peers since 2012

Featured NICE CXone reviews

Antoneil Phillips

Operations Manager at a financial services firm with 11-50 employees

The reporting isn't bad, but there are opportunities for improvement; we get real-time dashboards for monitoring, though for performance management, we have to procure certain reports manually by pulling down raw data from the system, which could be better. Regarding the pricing, this would be an area of opportunity as well; this feedback is based on where we're positioned in the Caribbean. Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools, leading to potentially higher out-of-pocket expenses.

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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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NICE CXone mindshare

Product category:

As of August 2025, the mindshare of NICE CXone in the Workforce Engagement Management category stands at 16.0%, up from 9.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Workforce Engagement Management Market Share Distribution
Product	Market Share (%)
NICE CXone	16.0%
Genesys Cloud CX	22.7%
Verint Open CCaaS	10.3%
Other	51.0%

Workforce Engagement Management

PeerResearch reports based on NICE CXone reviews

Type	Title	Date
Category	Workforce Engagement Management	Aug 28, 2025	Download
Product	Reviews, tips, and advice from real users	Aug 28, 2025	Download
Comparison	NICE CXone vs Genesys Cloud CX	Aug 28, 2025	Download
Comparison	NICE CXone vs Five9	Aug 28, 2025	Download

Title	Rating	Mindshare	Recommending
Genesys Cloud CX	4.4	22.7%	100%	12 interviews Add to research
Zendesk	4.1	N/A	93%	61 interviews Add to research

Valuable Features

NICE CXone provides valuable features including user-friendly ACD and inView dashboard, integrated Softphone, call and text handling, and omnichannel experience. Organizations benefit from its flexible environment control, customizable call flows with CXone Studio, powerful analytics across channels, and real-time visibility. They appreciate dynamic content structuring, easy editing, and intelligent link searching. Tagging calls enhances tracking and training, while WebRTC improves service efficiency, offering impactful scripting tools and broad carrier connectivity.

"Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents."
"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."

Room for Improvement

NICE CXone could enhance its user interface for greater usability. The system's dashboards occasionally freeze, affecting performance. Users report challenges with call audio quality and suggest improvements in reporting tools. Managing AWS integration requires more user control. Enhancing communication features and simplifying tools are recommended. There are concerns about flexible pricing, especially for those integrating additional services. The implementation process can be complex and could benefit from further streamlining.

"Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools."
"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."

ROI

NICE CXone generated significant returns, with teams reporting over $200,000 in the first year. Cost savings were evident when comparing previous expenses with Genesis. The system's cloud-based functionality saves time and resources by utilizing AWS for infrastructure management. While specific ROI figures are not universally provided, positive financial outcomes are indicated by users experiencing less need for manual management and efficient cloud technology integration, contributing to substantial financial benefits.

Pricing

NICE CXone requires a contract-based licensing fee with several pricing tiers suitable for diverse customer needs. Users emphasize the complexity of extracting data from their repository due to a custom archiving system. Setup and recurring costs should be meticulously evaluated against essential features during product comparisons. Some users find understanding the pricing structure challenging and recommend discussing specific requirements during demonstrations to ensure alignment with needs and budget.

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

Popular Use Cases

Users employ NICE CXone for contact center management, enabling efficient call, email, and task routing across brands. They leverage features like ACD, IVR, and dashboards to enhance customer interactions and operational efficiency. Quality management, workforce management, and multichannel communication in voice, email, and chat are supported. Organizations appreciate control over system modules for routing and queue management, ensuring stability and scalability in diverse industries like finance and donation call centers.

Service and Support

Customer service and support from NICE CXone often receive high praise for quick responses and friendly staff, especially with simple inquiries. However, larger issues may require more time and escalation. Despite time zone challenges, support is described as polite and effective. NICE CXone offers 24-hour support for basic problems, but complex matters might need additional time. Many users commend their technical account managers and report that customer service is personable and reliable, but opinions on overall rating vary.

Deployment

NICE CXone's initial setup is generally described as simple and straightforward. Users appreciate the provided online training, support, and detailed walkthroughs. Some mention ease of styling with company profiles and timely assistance with technical issues. Even complex custom setups receive praise for making developer language accessible. Although the installation is manageable, call flow configurations requiring coding may pose challenges. Smaller organizations find the out-of-the-box configuration particularly easy to deploy.

Scalability

NICE CXone is praised for its ability to scale effectively, with users expressing confidence in handling larger loads and numerous users without issues. While some mention performance slowdowns when handling very large amounts of data, the overall sentiment highlights its adaptability and ease of configuration. Many users assert their confidence in the platform's capacity to accommodate growing needs and varied applications. Its favorable scalability ratings signify a robust and flexible platform for diverse organizational requirements.

Stability

NICE CXone is generally stable, with few outages. Stability earns praise, often described as excellent, with minimal disruptions. Users highlight effective communication during rare service issues. While stability often scores highly, occasional technical challenges and outages have been reported, prompting desires for greater control. Despite isolated incidents requiring escalated support, users maintain positive relationships with NICE CXone and appreciate its dependable performance and responsive technical support.

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
Company Size	Count
Small Business	8
Midsize Enterprise	2
Large Enterprise	2

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	105
Midsize Enterprise	51
Large Enterprise	265

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

16%

Computer Software Company

12%

Manufacturing Company

Healthcare Company

Comms Service Provider

University

Insurance Company

Performing Arts

Energy/Utilities Company

Real Estate/Law Firm

Retailer

Government

Construction Company

Legal Firm

Non Profit

Educational Organization

Wholesaler/Distributor

Outsourcing Company

Logistics Company

Recreational Facilities/Services Company

Transportation Company

Hospitality Company

Marketing Services Firm

Consumer Goods Company

Engineering Company

Recruiting/Hr Firm

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.

NICE CXone customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Author info	Rating	Review Summary
Technology Specialist at Cognizant	4.0	Since migrating from Avaya to NICE CXone, I've seen improved efficiency with WebRTC via browsers and valuable tools like CXone Studio. Audio quality needs enhancement, but its cloud-based nature on AWS reduces management burdens, making it a cost-effective solution.
Senior Manager, Contact Center Technology at a financial services firm with 10,001+ employees	4.5	I've used NICE CXone to build and control our contact center platform, appreciating its flexibility and control. Deployment was easy, support is reliable, and while AWS control could improve, overall performance and ROI have been strong.
Operations Manager at a financial services firm with 11-50 employees	3.5	We've used NICE CXone since 2020 in our finance-focused contact center; it's intuitive with strong real-time monitoring, though reporting, pricing, and support could improve. Overall, it's a good tool, and I’d rate it seven out of ten.
Managing Partner at CX Partners Inc	4.0	I chose NICE CXone for its ROI and scalability. Its omnichannel experience allows consistent reporting across all channels. While the interface could be more user-friendly, the platform's analytics and customization capabilities are highly valuable, though reporting features can be improved.
Customer Service Manager at a wholesaler/distributor with 51-200 employees	5.0	No summary available
Donor Management Coordinator at Legacy Donor Services Foundation	4.5	No summary available
Donor Management Supervisor at a pharma/biotech company with 201-500 employees	5.0	No summary available
Donor Center Manager at Wytheville Community College	3.5	No summary available

NICE CXone Reviews

What is NICE CXone?

Featured NICE CXone reviews

NICE CXone mindshare

PeerResearch reports based on NICE CXone reviews

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare NICE CXone with alternative products

Learn more about NICE CXone

NICE CXone customers

Related questions

Product Categories

Popular Comparisons