NICE Ltd

NICE CXone

Composite Score

8.4 /10

CX Score

8.5 /10

74 Reviews Write a Review

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What is NICE CXone?

NICE cloud contact center gives companies of any size flexibility and scalability with their agents, so that their team can be anywhere at any time. Deploying agents is easy and cost effective, and can be done quickly with a cloud solution. Companies only pay for what they need, when they need it.

Company Details

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Awards & Recognition

NICE CXone won the following awards in the Contact Center as a Service - Enterprise category

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2025 Data Quadrant Champion

Latest Award, 2025

5 Top Rated Capabilities

8 Top Rated Features

Latest Award, 2025

2025 Data Quadrant Champion

2025

6 Top Rated Capabilities

10 Top Rated Features

2025

2024 Data Quadrant Champion

2024

9 Top Rated Capabilities

10 Top Rated Features

2024

2023 Emotional Footprint Champion

2023

2023 Data Quadrant Champion

2023

8 Top Rated Capabilities

10 Top Rated Features

2023

2022 Emotional Footprint Champion

2022

2022 Data Quadrant Champion

2022

6 Top Rated Capabilities

3 Top Rated Features

2022

NICE CXone Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on NICE CXone.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

94 Plan to Renew

84 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+87 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love NICE CXone?

8% Negative

3% Neutral

89% Positive

Pros

Acts with Integrity
Fair
Enables Productivity
Trustworthy

Feature Ratings

Average 86

Call Recording

Skills Based Routing

Multi Channel Queue Management

Contact Center Analytics

Screen Prompts

Call Scripting and Call Flow Management

Multi Channel Intake Integration

Knowledge Management

Workforce Management

Contact Center Compliance Management

Ticket Management

Vendor Capability Ratings

Average 83

Breadth of Features

Business Value Created

Ease of IT Administration

Ease of Implementation

Quality of Features

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization

Availability and Quality of Training

Vendor Support

NICE CXone Reviews

Dev T.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

Powerful Features with Room for Smooth Simplicity

Likeliness to Recommend

8 /10

What differentiates NICE CXone from other similar products?

It offers industry-leading tools for forecasting, scheduling, agent performance, quality management, and coaching (WEM).

What is your favorite aspect of this product?

It cuts down on the need for multiple systems and makes managing the contact centre way more efficient.

What do you dislike most about this product?

UI/UX and user-friendliness lag behind some newer, more modern platforms (like Talkdesk)

What recommendations would you give to someone considering this product?

Go for it if you’ve got a solid team. It’s packed with features, but not plug-and-play. Get trained, take your time with setup, and make sure your IT and business teams are in sync.

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

Danish S.

Role: Finance
Industry: Banking
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

Good product

Likeliness to Recommend

8 /10

What differentiates NICE CXone from other similar products?

Monitoring

What is your favorite aspect of this product?

Alerting and monitorng

What do you dislike most about this product?

Network speed

What recommendations would you give to someone considering this product?

Good product

Pros

Generous Negotitation
Friendly Negotiation
Performance Enhancing
Trustworthy

Cons

Slower Product Innovation
Leverages Incumbent Status
Inhibits Innovation

Ravinder C.

Role: Information Technology
Industry: Retail
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2025

NICE CXone - Reliable, but Needs Expert Handling

Likeliness to Recommend

7 /10

What differentiates NICE CXone from other similar products?

NICE CXone is an all-in-one platform that brings everything together — from call routing to analytics — in a single place, making operations smoother and more centralized. It offers powerful workforce management tools, including scheduling, coaching, and quality assurance, with the kind of depth that really supports large or fast-moving teams. The AI features are actually helpful, especially things like sentiment analysis and automated QA scoring, which save time and improve consistency. Lastly, it’s stable and secure, with consistently solid up-time and the kind of trustworthiness that makes it popular in regulated industries.

What is your favorite aspect of this product?

Honestly, I love that everything’s in one place. From call flows to analytics to agent management, it just saves so much time switching between tools.

What do you dislike most about this product?

It’s not the easiest to learn at first. There’s a lot under the hood, but you need time and the right people to really unlock its potential

What recommendations would you give to someone considering this product?

NICE CXone is a powerful platform, but it requires time and expertise to set up and fully optimize. In our case, the setup took about 3 weeks due to lack of training. I highly recommend investing in early training, especially for contact center teams, to get the most out of it

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

NICE CXone

What is NICE CXone?

Company Details

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Awards & Recognition

2025 Data Quadrant Champion

2025 Data Quadrant Champion

2024 Data Quadrant Champion

2023 Emotional Footprint Champion

2023 Data Quadrant Champion

2022 Emotional Footprint Champion

2022 Data Quadrant Champion

NICE CXone Ratings

88 Likeliness to Recommend

94 Plan to Renew

84 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love NICE CXone?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

NICE CXone Reviews

Dev T.

Powerful Features with Room for Smooth Simplicity

Likeliness to Recommend

Pros

Danish S.

Good product

Likeliness to Recommend

Pros

Cons

Ravinder C.

NICE CXone - Reliable, but Needs Expert Handling

Likeliness to Recommend

Pros

Most Popular NICE CXone Comparisons

Webex Contact Center

Genesys Cloud CX

Avaya Cloud Office

Five9 Intelligent CX Platform

Talkdesk CX Cloud

Zendesk Talk

Feature Ratings

Call Recording

Skills Based Routing

Multi Channel Queue Management

Contact Center Analytics

Screen Prompts

Call Scripting and Call Flow Management

Multi Channel Intake Integration

Knowledge Management

Workforce Management

Contact Center Compliance Management

Ticket Management

Vendor Capability Ratings

Breadth of Features

Business Value Created

Ease of IT Administration

Ease of Implementation

Quality of Features

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization

Availability and Quality of Training

Vendor Support