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.

“Consistently dependable!

Pros

NICE CXone has been consistently dependable for me. It rarely runs into problems and the features are easy and simple to navigate.

Cons

Every once in a while there are small connection hiccups but they're never anything too serious.

“User friendly for daily reporting

Pros

QMA gets used every day and feels very user friendly. It works well for keeping records organized and makes reporting easy.

Cons

The sound quality could be better especially during virtual calibrations or when playing calls in meetings.

“calls recorded automatically

Pros

Getting into the system is easy and once logged in, all calls are recorded without any hassle.

Cons

We really do not run into problems unless there is a power outage and that is not something caused by�it.

“login failures are annoying

Pros

Customer service does make contact when issues come up, although the requests still do not get properly completed.

Cons

Every month, I end up having to email just to get an invoice. I have asked multiple times for invoices to be sent automatically each month but�it�still never happens. The payments are taken on autopay every month without any issue, yet the invoice is never emailed unless I reach out first. On top of that we keep running into portal problems where passwords are not saved and we are unable to log in. Customer service says they've helped and configured everything but by the following month I am back in the same situation and still cannot access the account.

“Good dialer system for small businesses

Pros

I really like the fact that it manages both incoming and outgoing calls for us.

Cons

It is frustrating when the software crashes, but their support team is efficient in helping you get back up and running.

“Manages all calls in one place

Pros

It's very helpful that the platform manages both our incoming and outgoing calls in one place.

Cons

The frustrating part is that�it�does crash from time to time but when that happens, their support team is quick to help get everything working again.

“provide real time reports

Pros

One thing that really stands out is being able to pull reports whenever needed. The ACD is also great and the dashboards along with the supervisor application show real-time visibility into agent performance.

Cons

It�is definitely on the pricier side. That said, you really do get what you pay for and the value is absolutely there.

“has impressive features

Pros

NICE CXone comes with an impressive range of features and it keeps improving it with ongoing innovation. The platform is also very user friendly and the UX is laid out in a way that makes navigation simple and easy.

Cons

Support has been the weak spot. The tech support team does not always seem experienced enough to resolve issues quickly and they often have to pass cases to back-office, non-customer-facing teams which can delay responses and final resolutions by days or even weeks.

“Easy for daily use

Pros

Using NICE CXone has been very easy and the platform is simple to work with daily. The reporting tools are especially strong and the support from the TAMs has also been consistently helpful.

Cons

One area that could use some improvement is QMA, particularly when�it�comes to planning features and reporting.

“one solution for everything

Pros

Everything comes together on one platform, so it delivers all the services in a single bundled solution.

Cons

When new requirements come up, there is still a dependency on other vendors to get them addressed.

“offer incredible community help

Pros

The tool is quite user friendly once you start using it. On top of that the help from both the community and the support team has been incredible.

Cons

Quality Management took a little time to get used to at first because there was a slight learning curve.

“Has strong reporting features

Pros

CXone has been really dependable for us especially on the calling side. The call features are strong, it handles what we need consistently and the reporting options are extensive as well.

Cons

Where�it�falls behind is email. The email tools are nowhere near as developed as the call features, so some parts of our email workflows feel limited. I'd really like to see that area improved over time.

“Well laid out software

Pros

The tools are well laid out and it's simple to navigate through them and spot each step in the organized process.

Cons

To be honest I really haven't run into any issues because�it�has been proven easy to use throughout.

“convenient schedule plotting

Pros

Navigation feels easier now and plotting schedules is much more convenient. It also does a good job keeping attendance and adherence information updated.

Cons

I haven't run into any issues at this point.�It�seems very well designed for schedule management.

“Easy to check the daily schedule

Pros

One part I really enjoy is being able to check my work schedule there every day.

Cons

Only part I like the least about�it�is the website's color scheme.

“helpful call management

Pros

Handling calls with this application is very convenient and works well for managing everything in one place.

Cons

The thing that could be better is�its�design, since�it�feels a bit outdated compared with other options.

“powerful cloud customization

Pros

The ability to customize things within NICE inContact has been very valuable and the platform works well as a complete cloud solution. On top of that the support team is responsive and genuinely helpful when something needs attention.

Cons

One frustrating part was dealing with several issues that the Fall 23 release was expected to fix but in reality,�it�didn't resolve any of the problems I had run into.

“real-time chat and smart routing

Pros

Having real-time chat built in helps us stay connected with clients instantly and the VoIP support makes handling incoming and outgoing calls much more convenient. The automated call routing is also very useful because it sends calls to the right agent based on who is best qualified to help. Because of that, we can keep track of each client's transaction history with our business and personalize our service much better.

Cons

Getting�it�configured and moving client data into�it�has been one of the toughest parts for us since the process takes a lot of manual work and a significant amount of time. Whenever we create a new client profile, we end up spending too long completing all the fields�it�considers mandatory.�It�would save us a lot of time and effort if we had the option to customize which information�it�requires.

“DFO forecasting is a mess

Pros

ACD, IVR, WFM and QA all in one platform is definitely amazing. Phone reporting is fairly decent too and support is responsive and helpful when the issue involves something that actually works.

Cons

Our biggest frustration is that�it�only supports forecasting for legacy email and chat. We followed NICE's recommendation and went with Digital DFO for chat and email, only to find out later that forecasting for those channels isn't available in�it. The obvious workaround would be building your own forecast model from historical data but�its�reporting doesn't give you interval-level history like AHT, service level or response rate. You can pull daily totals by channel but not the interval detail needed to make that useful. On top of that there are only two reports that include digital contact data. There is an interval report under Performance Management but if you run�it�for more than a single day, the interval data gets aggregated which makes�it�nearly useless. Then when you factor in the number of skills across multiple channels, you end up having to pull a huge number of reports every day. If APIs aren't your thing, you're basically stuck and need to find someone internally who can help. Regular support can assist with non-DFO issues but the advanced support team charges a lot in 15 minute increments and still only seems to have very limited DFO knowledge. When you run into problems with their tool, the answer is usually to point you back to the APIs. That means spending your own time learning APIs or depending on internal technical resources, assuming you even have them. NICE says the Fall '23 release is expected to fix a lot of this but none of these limitations were clearly disclosed upfront. We had to uncover all of�it�ourselves.

“reliable and user-friendly platform

Pros

The platform is very easy to use, can be deployed with little to no trouble and it consistently stays up to date.

Cons

When issues do come up, tech support can sometimes take a bit longer than expected to fully resolve a case.

“complete cloud solution

Pros

It's a full cloud-based solution, so we always have access to the latest and most up-to-date version available.

Cons

The licensing feels a bit too restrictive.�It�would be much better to have a reporting-only tier where users can access reports without being able to take phone calls.

“top-tier support for nonprofits

Pros

Their customer service has been outstanding. As a nonprofit with limited tech resources, we've gotten a lot of guidance from the NICE CXone team during the rollout of new technology and they've helped us make sense of the features along the way.

Cons

Getting the Agent integration between�it�and Salesforce set up was challenging and didn't go as well as�it�should have. We also ran into connectivity problems and�it�took months to pinpoint the cause and resolve�it.

“powerful studio and monitoring

Pros

The capabilities in Studio, WFM and monitoring are what I value most. Those features play a big role in helping develop agents and maintain high-quality service delivery.

Cons

There is not much to complain about, though I would still like to see more training offered in areas such as Studio.

“browser-based and user-friendly

Pros

Using it in the browser is easy and managing everything is simple as well.

Cons

The browser interface does run into a few issues especially with Max Agent.

“all-in-one call center powerhouse

Pros

It covers a broad set of features for just about every part of call center management, from call recording and monitoring to reporting, analytics, workforce optimization and more. Having such a complete suite in one platform really helps simplify operations since all the essential tools are available in one place.

Cons

Honestly�it's tough to point out any real downside :) That said, software experiences can differ a lot depending on specific needs, personal preferences and even the version or setup being used. For the most accurate and up-to-date perspective,�it's best to reach out directly to the company.

“powerful analytics and routing

Pros

The platform delivers strong data analytics, a user friendly experience, reliable routing and great customer management with all the key information in one place.

Cons

When�it�comes to social media customer care, I haven't run into any drawbacks.

“fantastic TAM support

Pros

One of the best things about NICE CXone is getting to work with my TAM representative.

Cons

Honestly I am happy with everything about�it�and don't have any complaints.

“precise reports and clean interface

Pros

It felt very useful to me because whenever I need to request reports, the results are precise and concise. It also has a graphical interface that is pleasant to look at.

Cons

On the other hand, when generating an automatic report, the process can be somewhat tedious to complete.

“Reliable calls and monitoring

Pros

I love this platform because it allows me to answer calls at any time and also monitor them directly from my computer.

Cons

The installation can be a bit complex, although�it's not something too complicated either.