NICE CXone Reviews

“faster workflows every day”

Pros

Using this software makes daily work much more manageable. It's user friendly, easy to navigate and cuts down the time it takes to get things done. That really helps when trying to complete tasks on schedule.

Cons

At times,�it�can still feel a bit complicated. I'd also like to have access to multiple screens and be able to handle several projects at the same time.

“user-friendly and efficient”

Pros

Right from the start, this system has been very user friendly and simple to work with. I genuinely enjoy using it and overall it has been an excellent system for my daily work.

Cons

Honestly I have not run into any issues.�It�is an excellent system for efficiency and monitoring and�it�also works really well for both answering calls and making outbound calls.

“powerful multichannel dashboard”

Pros

Having one unified agent interface makes a huge difference. It really simplifies how we handle multichannel interactions like voice, chat and email from a single dashboard. The real-time analytics and customizable reports are also very useful for supervisors who need to track performance and improve operations efficiently. On top of that it integrates nicely with our existing CRM which has helped boost agent productivity and customer satisfaction.

Cons

I do not have any real complaints about�this product�because I genuinely love using�it. If anything could be improved, adding more AI-powered capabilities to the reporting side would make�it�even more helpful.

“reliable and scalable platform”

Pros

It is user friendly, dependable and able to scale without much trouble as needs grow.

Cons

Getting started can be a little challenging because there are so many features, so�it�may take new users some time to understand how everything works.

“comes with outstanding support”

Pros

Having everything in one integrated platform has been a big plus especially because it scales so well. We're currently adding more applications and the NICE team has been fantastic to work with. They took the time to understand what we needed without trying to push extra products on us. They have also been incredibly supportive while we move through multiple implementations. Overall, it's helping us organized workflows, automate more processes and improve the customer service experience while giving our agents the tools they need to perform at their best.

Cons

At times, some of the reporting feels a little off which can leave supervisors unsure whether the parameters are being interpreted correctly. More training around reporting for supervisors would be really helpful.

“Great service desk support”

Pros

NICE CXone has been reliable for our IT service desk work. The supervisor monitoring and action tools are especially useful and the proficiency settings for analysts help a lot with managing the team effectively.

Cons

There are still a couple of minor annoyances. Sometimes a forbidden error comes up and the cache has to be cleared before the site can be accessed again and on rare occasions the page glitches and needs a quick refresh.

“thoughtful workflow design”

Pros

Even though I am still getting used to what seems to be Mpower's new branding, the overall workflow is very user friendly and well planned. It really comes across like every detail was considered.

Cons

The biggest trouble for me has been with reporting.�It�feels inconsistent and not very accessible and the automated reports don't line up with the custom reports even when I am pulling the exact same data.

“Good fit with our systems”

Pros

Using it daily has been very easy and it connects really well with the systems we already have in place.

Cons

One thing I'd still like to see is a dark mode. Staring at the bright screen all day tends to cause more eye strain for me.

“helpful queue time visibility”

Pros

Having a clear breakdown of how long I have been in each queue is really helpful and makes it much easier to keep track of my time.

Cons

The odd echo during calls can be distracting and there isn't much training available to explain how�it�works.

“friendly interface”

Pros

The interface is easy and user friendly, so it doesn't take much effort to get comfortable using it. I do wish there were more choices for ringtones and color customization, though.

Cons

It�can be laggy at times. There were also moments when I could hear the other person answer but�it�would disconnect as if�it�had detected voicemail.

“Easy to setup”

Pros

Managing it has been easy and the setup, features and overall usability have all been very user friendly.

Cons

Support team was not very capable and parts of the reporting still feel a bit complex at times.

“advanced contact center platform”

Pros

It stays at the forefront of contact center technology and offers a very modern platform.

Cons

The downside is the limited support and training, along with occasional downtime when issues come up.

“support team standout”

Pros

Across our contact center operations, this product adapts well to a wide range of workflows, whether we're building scripts in Studio or using CXone WFM, Quality Management and Analytics. It covers a lot of ground and gives us the flexibility we need. Our TAMs have also been excellent throughout the process, consistently following up on open items and providing a very high level of service.

Cons

Support on the technical side has been less consistent. There are times when the team doesn't fully grasp the issue right away which leads to having to repeat the same explanation to multiple contacts. On top of that a few features we need still aren't available and getting them implemented or even getting clarity on whether they can be implemented can take quite a while.

“clean interface, needs more depth”

Pros

The interface is clean, easy and simple to navigate which makes the software easy to use.

Cons

Compared with other competitors,�it�feels like some features are missing and�it�needs to be more powerful overall.

“Easy dashboard setup”

Pros

Setting up agent skills and creating dashboards is pretty easy.

Cons

Building out things like teams can take more time than expected.

“packed with advanced features”

Pros

The platform is user friendly and comes packed with advanced capabilities for planning, managing real-time queues, quality management and more.

Cons

Because�it�includes so many features,�it�can feel slow at times, so the backend servers or overall system capacity could use some improvement.

“Best fit for us!”

Pros

Bringing CXone into our operation has been a huge win. We've recently expanded our service suite with several features, including Feedback Management, RTIG, QM and WFM and it has made a real difference. We're also in the middle of transitioning more of our teams onto CXone and the return on investment we've already seen has been incredible.

Cons

Honestly I don't have any complaints at all. We've loved every part of�it�and would absolutely recommend�it.

“useful monitoring with sync hiccups”

Pros

Real-time monitoring, BI reporting and quick phone skill updates have been very useful.

Cons

From time to time, the real-time dashboards run into sync issues and some agents get logged out of�it�after being idle even though�it�happens well before the timeout threshold.

“Way too weak reporting”

Pros

One thing that worked well was the forecasting functionality which felt reliable and dependable overall.

Cons

The built?in reports were very limited especially compared with Avaya CMS which is a much more powerful reporting tool. We also had frequent problems with the RTA feature as it often showed agents in the wrong status. Our backup RTA system showed them correctly.

“No limits with this tool”

Pros

There's pretty much no limit to what I want to accomplish with it as I can usually make it happen.

Cons

Troubleshooting with Carrier Services isn't great.