NICE CXone Reviews

Name: NICE CXone
Brand: NICE
Rating: 4.2 (16 reviews)

Vendor: NICE

4.2 out of 5

16 reviews
96% willing to recommend

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What is NICE CXone?

NICE CXone enhances customer service with AI-driven tools, omnichannel support, and dynamic help systems. Ideal for contact separation and centralized reporting, it simplifies call and email handling with real-time analytics and a flexible interface.

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NICE CXone is the #1 ranked solution in top IVR Systems, #1 ranked solution in top Live Chat solutions, #2 ranked solution in top Workforce Engagement Management solutions, #4 ranked solution in top Contact Center as a Service (CCaaS) solutions, #5 ranked solution in top AI Customer Experience Personalization solutions, and #6 ranked solution in top Knowledge Management Software. PeerSpot users give NICE CXone an average rating of 8.4 out of 10. NICE CXone is most commonly compared to Zendesk: NICE CXone vs Zendesk. NICE CXone is popular among the large enterprise segment, accounting for 57% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 12% of all views.

Helped 882,594 peers since 2012

Featured NICE CXone reviews

Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives. When it comes to solutioning, there are too many SKUs, which are line items or components that could have been bundled together. For example, CXone agent licenses do not include QM in the basic packages, whereas in the Genesis world it is bundled. The price comparison is higher compared to Genesis or other platforms. I have been using Genesis for three to four years across multiple customers, and now that NICE CXone has become available, I have started comparing all the features and benefits. I find there are some gaps, with more features available but at a higher cost for NICE. Regarding cost-effectiveness and return on investment of NICE CXone, the main challenge is working with the NICE team. The speed of onboarding is lengthy and people-dependent initially. When comparing with other OEMs and CCaaS products, the UI interface and partner portal have multiple access points. I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location. There is room for improvement in this area, though gradually NICE can change this approach.

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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 February 2026, the mindshare of NICE CXone in the Workforce Engagement Management category stands at 12.0%, down from 13.5% 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	12.0%
Genesys Cloud CX	16.4%
Verint Open CCaaS	6.8%
Other	64.80000000000001%

Workforce Engagement Management

PeerResearch reports based on NICE CXone reviews

Type	Title	Date
Category	Workforce Engagement Management	Feb 22, 2026	Download
Product	Reviews, tips, and advice from real users	Feb 22, 2026	Download
Comparison	NICE CXone vs Genesys Cloud CX	Feb 22, 2026	Download
Comparison	NICE CXone vs Five9	Feb 22, 2026	Download
Comparison	NICE CXone vs Calabrio ONE	Feb 22, 2026	Download

Valuable Features

NICE CXone offers dynamic online help, WYSIWYG editor, HTML CMS control, and user permission management. It excels with its omnichannel experience, real-time dashboards, WebRTC integration, and customizable scripting tool, making call flow management straightforward. Users value its control over CCaaS platforms, AI-driven tools, efficient IVR reporting, and excellent ease of use. The interface supports tagging calls, easy call routing, agent monitoring, and superior recorded call quality, offering consistent analytics and improved customer productivity.

"I assess the impact of the omnichannel capabilities on customer journey consistency as excellent, as it is a single pane of glass solution where all channels and omnichannel features are available, which is very supportive and increases customer productivity overall."
"The system is very flexible and powerful, especially for organizations wanting to control their environment."
"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."

Room for Improvement

NICE CXone faces challenges with a dated interface that could improve in user experience, audio quality, and streamlined reporting. Cost is a concern, with high pricing compared to competitors like Genesis. Users encounter issues with system stability, frequent troubleshooting, and limited AWS control. Dashboard reliability and integration for external communication through platforms like social media also need enhancement. Improvements in onboarding speed and a unified access portal would benefit users.

"NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives."
"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."

ROI

NICE CXone generated significant returns, with small teams reporting over $200,000 in the first year. It streamlines operations by leveraging AWS for cloud-based infrastructure, reducing management needs. Users notice cost savings compared to previous expenses with Genesis. Tech writers appreciate the system's modern technology, though developers may prefer traditional text editors and tools. While exact figures are not always provided, there's a clear financial advantage over earlier systems.

Pricing

NICE CXone requires a licensing fee on a contract basis, with costs varying according to customer requirements. Companies find that the setup involves complex integration due to custom archiving processes. Extracting content, especially when switching formats, can be challenging since automated solutions are limited. It is advised that enterprises compare setup and recurring costs against their specific feature needs to determine suitability and budget alignment.

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

Popular Use Cases

NICE CXone is used for ACD/IVR, handling calls, emails, and chat in contact centers. Organizations manage multiple brands effectively using features like agent monitoring, voice routing, and queue management. Workforce management optimizes scheduling, and AI-driven tools address operational issues. The platform supports inbound/outbound calls, providing a consistent experience across digital channels. With customizable dashboards, companies enhance customer service and reporting, maintaining system control without third-party reliance, while supporting banking and remittance services with omnichannel capabilities.

Service and Support

Customer service offers immediate responses and friendly interaction. Technical support handles simple inquiries with speed and efficiency, often receiving high marks for responsiveness. More complex issues may experience delays. Despite time zone challenges, responses remain prompt and professional. Feature requests take longer, yet support displays reliability and politeness. Ratings vary, but many rate technical assistance highly for resolving network or configuration concerns, although these may take longer. Personalized support from technical account managers enhances satisfaction.

Deployment

Users found NICE CXone's initial setup straightforward and simple, aided by detailed online training and support. Custom setups incurred additional costs, and while building call flows demanded more expertise, third-party implementation teams were very helpful. For smaller organizations, the default configuration was effective. Some mentioned that the process relied heavily on the people involved and desired more comprehensive information upfront to expedite onboarding, noting the team's tendency to provide fragmented guidance.

Scalability

NICE CXone demonstrates significant capacity to handle increased demand, with users expressing confidence in its ability to scale effectively. Even with numerous web pages or resources, it maintains performance. Although initial setup may be time-consuming with extensive data, ongoing functionality remains strong. Teams migrating hundreds of participants report seamless operations, highlighting its adeptness for broader application across various organizational sizes. Users rate its scaling performance highly, commending the system's adaptability to diverse company needs.

Stability

Users express satisfaction with NICE CXone's stability, noting infrequent outages and effective communication from the service team. While some report occasional glitches, most disruptions are resolved quickly. A few users have voiced concerns over resource congestion and control issues, yet classify the system as operating well overall. Despite rare significant outages managed at higher levels, the service is generally seen as reliable with consistent performance.

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	133
Midsize Enterprise	54
Large Enterprise	250

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

12%

Computer Software Company

10%

Manufacturing Company

10%

Comms Service Provider

Insurance Company

University

Government

Performing Arts

Healthcare Company

Real Estate/Law Firm

Energy/Utilities Company

Wholesaler/Distributor

Outsourcing Company

Non Profit

Construction Company

Retailer

Educational Organization

Legal Firm

Transportation Company

Marketing Services Firm

Hospitality Company

Recreational Facilities/Services Company

Media Company

Logistics Company

Venture Capital & Private Equity Firm

Compare NICE CXone with alternative products

Learn more about NICE CXone

NICE CXone supports sophisticated customer interactions by offering features to improve call management and reporting. Integrating omnichannel experiences through consistent analytics, it provides efficient WebRTC functionality and customization. Real-time dashboards and AI tools improve operational efficiency. Yet, some areas like UI complexity and audio quality require attention, and pricing should be considered. It's keenly used for managing calls, emails, and workforce optimization.

What are the key features of NICE CXone?

Dynamic Help Systems - Simplifies content structuring and reorganization for ease of use
Omnichannel Support - Ensures seamless communication across channels with consistent reporting
Scripting Tool - Offers flexibility for customization to fit specific business environments
Real-time Dashboards - Enhances call management with instant insights and analytics
AI-driven Tools - Optimizes customer interactions through advanced technology applications
WebRTC Efficiency - Improves communication clarity and reliability in customer interactions

What benefits and ROI should reviews highlight?

Enhanced Call Tracking - User-friendly interface and call tagging improve monitoring and service efficiency
Advanced Analytics - Provides deep insights that help optimize customer service operations
Customization Flexibility - Adapts to varying business needs for better control and management
Efficiency in Workforce Management - Streamlines processes leading to more effective resource use
Custom Real-time Insights - Support decision-making with up-to-date data for strategic adjustments

In industries like tech, finance, and telecommunications, CXone is integral in managing high call volumes and optimizing workforce capabilities. Businesses utilize its voice routing, IVR, and omnichannel features extensively for effective customer support. Its implementation allows for seamless contact handling across multiple brands, enhancing customer experience while centralizing reporting and quality monitoring.

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

Title	Rating	Mindshare	Recommending
Zendesk	4.0	N/A	91%	68 interviews Add to research
Genesys Cloud CX	4.4	16.4%	100%	14 interviews Add to research

Author info	Rating	Review Summary
Cx Product Manager at a comms service provider with 10,001+ employees	5.0	I've used NICE CXone for a year and find it feature-rich with excellent omnichannel and AI tools, though it's expensive, complex to onboard, and lacks India support. Technical support is strong, but setup responsiveness needs improvement.
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

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