NICE CXone Reviews

“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.