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NICE CXone pros and cons

Vendor: NICE
4.1 out of 5
Badge Ranked 1
1,264 followers
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Pros & Cons summary

NICE CXone offers excellent customer support and visibility into agent availability and call queues, with easy call playback and high recorded call quality. However, it lacks a link checker and has slow initial downloads for large data. Audio quality issues like diffused calls are noted, and MindTouch requires GitHub functionality for draft mode. Technical support is outstanding, yet extracting documents from the CMS can be challenging without converters or automated tools.

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Prominent pros & cons

PROS

Customer support is praised for being terrific, with a personable, informed, and responsive team.
The ability to monitor multiple operations simultaneously enhances supervisor efficiency, allowing more tasks to be completed daily.
NICE CXone helps organizations by providing real-time visibility into agent availability and reasons for unavailability.
Call categorization and playback are simplified, with high-quality recordings and frequent updates that improve the system.
Technical support for NICE CXone is considered outstanding.

CONS

One major drawback is the absence of a link checker.
Downloading large quantities of content can be slow.
MindTouch lacks a GitHub pull request feature for draft mode and open contributions.
Exporting documents to another authoring format like Markdown is difficult and lacks converters or automated extraction tools.
Audio quality in NICE CXone could be improved, with issues like diffused calls and crackling sound.
 

NICE CXone Pros review quotes

reviewer1312371 - PeerSpot reviewer
Mar 17, 2020
I have found the ease of use of the ACD to be most valuable along with the inView dashboard.
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AG
Apr 18, 2025
The technical support for NICE CXone is outstanding.
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reviewer1314576 - PeerSpot reviewer
Mar 19, 2020
It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum.
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Buyer's Guide
NICE CXone
April 2025
Free Report: NICE CXone Reviews and More
Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: April 2025.
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reviewer1356090 - PeerSpot reviewer
May 21, 2020
It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with.
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it_user674073 - PeerSpot reviewer
Feb 16, 2018
It has the ability to edit the HTML, as well as the WYSIWYG.
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reviewer1356081 - PeerSpot reviewer
May 22, 2020
We are able to see the calls in queue and able to see if someone is available or not.
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KS
May 27, 2020
Being able to listen in on a call, which is exceptionally good with training.
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reviewer1356096 - PeerSpot reviewer
May 21, 2020
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.
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NICE CXone Cons review quotes

reviewer1312371 - PeerSpot reviewer
Mar 17, 2020
I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.
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AG
Apr 18, 2025
The audio quality in NICE CXone has room for improvement, as I experience issues like diffused calls and crackling audio.
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reviewer1314576 - PeerSpot reviewer
Mar 19, 2020
I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended.
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Buyer's Guide
NICE CXone
April 2025
Free Report: NICE CXone Reviews and More
Learn what your peers think about NICE CXone. Get advice and tips from experienced pros sharing their opinions. Updated: April 2025.
DOWNLOAD NOW
849,686 professionals have used our research since 2012.
reviewer1356090 - PeerSpot reviewer
May 21, 2020
It is a hassle, if you are busy and caught up with something, that it will log you out.
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it_user674073 - PeerSpot reviewer
Feb 16, 2018
One of the biggest missing pieces is a link checker.
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reviewer1356081 - PeerSpot reviewer
May 22, 2020
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.
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KS
May 27, 2020
It could improve the quality of calls.
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reviewer1356096 - PeerSpot reviewer
May 21, 2020
inContact should offer a way to send faxes.
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Product Categories

Product Categories
Workforce Engagement Management
IVR Systems
Live Chat
Knowledge Management Software
Contact Center as a Service (CCaaS)

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Product Categories

Product Categories
Workforce Engagement Management
IVR Systems
Live Chat
Knowledge Management Software
Contact Center as a Service (CCaaS)

Popular Comparisons

Popular Comparisons
Genesys Cloud CX vs NICE CXone Logo
Genesys Cloud CX vs NICE CXone
Five9 vs NICE CXone Logo
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Genesys PureConnect vs NICE CXone Logo
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