# NiCE CXone Reviews **Vendor:** NiCE **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.3/5.0 **Total Reviews:** 1,730 ## About NiCE CXone NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. www.nice.com ## NiCE CXone Pros & Cons **What users like:** - Users find NiCE CXone to be **user-friendly and easy to use** , enhancing their overall experience and productivity. (38 reviews) - Users appreciate the **excellent call quality** and **seamless integration** of NiCE CXone, enhancing their communication experience. (27 reviews) - Users value the **efficiency** of NiCE CXone, appreciating its quick updates and automation for streamlined tasks. (26 reviews) - Users find NiCE CXone **resourceful and helpful** , especially appreciating its automatic prompt replies for efficient customer support. (21 reviews) - Users value the **intuitive user interface** of NiCE CXone, praising its ease of navigation and seamless functionality. (15 reviews) - Call Management (13 reviews) - Customer Support (13 reviews) - Customization (13 reviews) - Intuitive (13 reviews) - Analytics (11 reviews) **What users dislike:** - Users experience **call issues** with missed displays and dropped calls, complicating their overall experience with NiCE CXone. (14 reviews) - Users face numerous **technical issues** including lag, complicated updates, lack of documentation, and frequent outages disrupting service. (14 reviews) - Users find the **learning curve steep** with NiCE CXone, necessitating better training for effective use and understanding. (10 reviews) - Users express frustration over **missing features** , such as inadequate reporting and dashboard customization options in NiCE CXone. (10 reviews) - Users express frustration over **poor customer support** , particularly in accessing timely help for urgent issues. (10 reviews) - Users report a frustrating **slow loading** issue with NiCE CXone Mpower, leading to significant delays in functionality. (10 reviews) - Users experience notable **delays** in information processing with CXone, impacting overall efficiency and satisfaction. (9 reviews) - Difficult Learning (9 reviews) - Users find the **steep learning curve** challenging, requiring considerable time to understand the software effectively. (9 reviews) - Complexity (8 reviews) ## NiCE CXone Reviews ### 1. Efficient but Faces Audio Challenges **Rating:** 3.5/5.0 stars **Reviewed by:** Makayla R. | Pharmacy technician, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about NiCE CXone?** I do like this part of the NiCE CXone system. It's quick and fast and doesn't really lag unless you're on a call. It is an easy system to navigate. The initial setup is pretty easy. **What do you dislike about NiCE CXone?** I don't like that the calls on NiCE CXone sometimes break down or drop randomly. It's frustrating because it's not just me; other agents experience this as well, so I'm sure it's not a network issue. The app also doesn't work well with VDI sessions, which makes it inconvenient. **What problems is NiCE CXone solving and how is that benefiting you?** I use NiCE CXone for inbound and outbound calls to assist with patient help and prescriptions at the pharmacy. ### 2. Cxone Simplifies Calling and Scheduling in One Place **Rating:** 4.5/5.0 stars **Reviewed by:** Nilesh S. | Customer Support Admin, Renewables & Environment, Enterprise (> 1000 emp.) **Reviewed Date:** April 29, 2026 **What do you like best about NiCE CXone?** Cxone helps us make calls and also keeps our schedules saved. Previously, we had to use two different apps to handle these two tasks. **What do you dislike about NiCE CXone?** We don’t receive any notifications or alerts when there’s a change to the schedule or our working status, so it’s easy to miss important updates. **What problems is NiCE CXone solving and how is that benefiting you?** Well, it’s a good calling application. However, the interface could be improved, and features like call transfer should take fewer steps, since right now it feels like it takes 2–3 clicks. ### 3. A contact centre with great feature with lots of scope of improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Sumit B. | Associate Tech Lead, Enterprise (> 1000 emp.) **Reviewed Date:** August 17, 2025 **What do you like best about NiCE CXone?** - Handing over calls to external system using SIP based protocol supports here. - It has it's integration capability after call escalates from an external IVR system to Nice Max/Agent Desktop. - We have integrated our Agent Assist product with Nice which was moderate difficult task. - It support both chat and voice channel & we have both the solution in place. - It has a CTI(Computer Telephony Integration) integrated inside Salesforce to handle both and Chat. **What do you dislike about NiCE CXone?** This will be a bigger list. - The studio script nodes takes a lot of time to open up, it seems there is a visible lag while working with it & it has been log since it has not improved. - There is a long process to update the redirect URL for authentication of Agent SDK in Nice CX as it goes through an application review process. - There is no public case generation portal. I have not found any.(This is a very crucial miss) - Nice has it's own way of syntax for writing logic. The documentation is expected to be more clear. - There is problem when you open Nice Max or Agent Desktop, with it's agent status change. Sometimes, when you are making a call to a Nice Number because the Agent status is something like - working or Rejected & you can't change it to available. **What problems is NiCE CXone solving and how is that benefiting you?** - Nice is a contact center and helping agents to handle the issues of the customers. -We have integrated our product with Nice & it's kind of B2B deal for us with Nice. - The existing customer of Nice becomes our partner and customer as well. ### 4. Reliable and Efficient Customer Experience Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Alex L. | Real Time Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** September 28, 2025 **What do you like best about NiCE CXone?** What I like best about NiCE CXone Mpower is its intuitive interface and smooth integration with daily workflows. It centralizes communication tools in one place, making it easier to manage customer interactions efficiently. The platform is also stable and reliable, which reduces downtime and improves overall productivity. **What do you dislike about NiCE CXone?** While NiCE CXone Mpower is overall reliable, there are occasional delays when switching between features, and the reporting tools could offer more customization. These are minor issues, but improvements in speed and flexibility would make the experience even better. **What problems is NiCE CXone solving and how is that benefiting you?** NiCE CXone Mpower helps centralize and streamline customer interactions, reducing the complexity of managing multiple communication channels. It improves team efficiency, ensures faster response times, and provides clear insights into performance metrics. This results in better customer satisfaction and allows our team to focus on higher-value tasks rather than administrative coordination. ### 5. Great tool to Manage call flow and Team **Rating:** 5.0/5.0 stars **Reviewed by:** Carmen A. | Operations, Telecommunications, Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2025 **What do you like best about NiCE CXone?** Easy to follow and customize the Dashboard. I enjoy this feature so that I can keep tabs on what calls are coming in as well as what agents are doing. It helps us provide our clients a higher overall SVL. **What do you dislike about NiCE CXone?** I would like to see additional options for dashboard customization. I like the feature of being able to highlight certain metrics to stand out, but I would like to see more features to manage SVL and agents overall. **Recommendations to others considering NiCE CXone:** Its an easy all in one system that can effectively manage your team and call center. **What problems is NiCE CXone solving and how is that benefiting you?** Nice InContacts helps manage the team, Calls, their hours, and reporting all in one, as well as all the metrics of the calls. ### 6. Great Lead Visibility, but Reporting Still Hard to Understand **Rating:** 3.5/5.0 stars **Reviewed by:** Stephen A. | Systems Admiistrator, Mid-Market (51-1000 emp.) **Reviewed Date:** February 27, 2026 **What do you like best about NiCE CXone?** The ability to see what leads were remaining and how many were queued up for dialing **What do you dislike about NiCE CXone?** Reporting was hard to understand. Was getting better but still worst part **What problems is NiCE CXone solving and how is that benefiting you?** Its solved the call center capabilities forus ### 7. Comprehensive Performance Tracking with Great Features **Rating:** 5.0/5.0 stars **Reviewed by:** Dahlia R. | Customer Service Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** December 16, 2025 **What do you like best about NiCE CXone?** I like how it provides different features for us to review our performance, and activity throughout the day. It is a tool we use frequently during the day to reach out to our customers. **What do you dislike about NiCE CXone?** It can be it bit difficult to use when the system is experiencing glitching. **What problems is NiCE CXone solving and how is that benefiting you?** It is allowing us to contact our customers and connected with another platform it auto populates our customers information. ### 8. Easy Schedule and Availability Management with Nice **Rating:** 5.0/5.0 stars **Reviewed by:** Jessielyn S. | Customer Service Representative, Transportation/Trucking/Railroad, Mid-Market (51-1000 emp.) **Reviewed Date:** January 19, 2026 **What do you like best about NiCE CXone?** The helpful about Nice is that I can easly manage my schedule and my availability. **What do you dislike about NiCE CXone?** The least hhelpful about Nice is the alert dateson the left side, it's not allowing me to choose the specific date for my previous schedule. **What problems is NiCE CXone solving and how is that benefiting you?** It help solve the schedules of manpower and its' accesible ### 9. Great tool to use **Rating:** 4.0/5.0 stars **Reviewed by:** Ashley H. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2025 **What do you like best about NiCE CXone?** What I like best is it’s very easy to navigate. It’s easy to look at different things as you can pull up multiple tabs. It’s easy to get around. It’s easy to add tabs or to add different things add different widgets so that’s the main thing that I like. **What do you dislike about NiCE CXone?** I think the only thing I do not like is that sometimes it times out even though I’m on it times out, but other than it timing out, it is actually a great tool to use and to have **What problems is NiCE CXone solving and how is that benefiting you?** It is solving the way I listen to the phone calls because it’s a lot easier than doing recorded calls. I can just click on someone’s name in live monitoring and actually listen to that called in and they are so if they are having problems, I can actually join the call and help them and assist them **Official Response from Amy Cornelius:** > We appreciate your positive comments about NICE CXone Mpower's ease of use. Thank you for taking the time to leave a review! ### 10. Efficient Call Reporting and Sorting with NICE CXone Mpower **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** December 09, 2025 **What do you like best about NiCE CXone?** NICE CXone Mpower is nice because in quality we can pull calls from reports in an efficient manner. There are several options for sorting and pulling applicable calls for situational awareness. **What do you dislike about NiCE CXone?** NICE CXone Mpower can sometimes refuse on agents when taking inbound calls from the interference with multiple applications operating at the same time. **What problems is NiCE CXone solving and how is that benefiting you?** Quality Assurance is the main task this application solves and benefits me. I am able to retrieve calls and save audio data to send during 1:1 and coaching sessions. ### 11. Its simplicity, integrations and flexibility make it an effective solution **Rating:** 5.0/5.0 stars **Reviewed by:** Senapus G. | CRM Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2025 **What do you like best about NiCE CXone?** I like that the call quality is excellent, allowing me to easily access agent calls. The platform's intuitive design made setup easily, and the tool integrates seamlessly with most websites. The features are perfectly suited to our needs. **What do you dislike about NiCE CXone?** Incoming calls may not display correctly, and some calls my be dropped for no reason. Some features may not always be intuitive, and occasional erros may occur. **What problems is NiCE CXone solving and how is that benefiting you?** Its history feature allows me to better track my equipment and be more efficient in my daily work. It allows us to serve our clients professionally. I'm very satisfied with the way the platform delivers its services. **Official Response from Amy Cornelius:** > We're glad to hear that you find NiCE CXone Mpower effective and easy to use. We appreciate your feedback on the call quality and intuitive design. We understand your concerns about incoming call display and occasional errors, and we're continuously working to improve our platform's performance. ### 12. Flexibility of remote work and automation **Rating:** 5.0/5.0 stars **Reviewed by:** Cindy B. | Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about NiCE CXone?** I like that its intuitive interface makes it easy for new employees to understand, offering different features tailored to their needs. The app makes call management simple and has very useful features. It has all the necessary features to provide excellent customer service. **What do you dislike about NiCE CXone?** At first, it's a bit complex compared to other solutions and ca be a bit overwhelming. There are sometimes delays in the information, I think the native reports could be improved. **What problems is NiCE CXone solving and how is that benefiting you?** It helps our contact center optimize its workload, customer service is very responsive and helpful. It adapts to our company's needs and stands out as a truly comprehensive solution. **Official Response from Amy Cornelius:** > We're glad to hear that you find NiCE CXone Mpower intuitive and tailored to your needs. Thanks for taking the time to share your thoughts! ### 13. Helpful product with incredible new features **Rating:** 5.0/5.0 stars **Reviewed by:** Roland K. | Social Media Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2025 **What do you like best about NiCE CXone?** NICE CXone Mpower is always clear and reliable, which is crucial for maintaining professional communication with our customers. It also offers a seamless, cloud-based calling experience with an intuitive interface and useful features such as all routing and analytics. **What do you dislike about NiCE CXone?** Sometimes integration don't work as well as they should, but it's nothing serious. Also, it's not easy to contact the billing or customer service department directly. **What problems is NiCE CXone solving and how is that benefiting you?** Its intuitive interface, automation features, real-time analytics, ease of implementation, responsive customer service, and many other frequently used features make it the best choice for our business communications. **Official Response from Amy Cornelius:** > Thank you for sharing your positive experience with NICE CXone Mpower! ### 14. Support and Community Need Improvement **Rating:** 0.5/5.0 stars **Reviewed by:** Alexander B. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2025 **What do you like best about NiCE CXone?** Good technical documentation with clearly defined API **What do you dislike about NiCE CXone?** Lack of meaningful support. Limited forums for asking questions. Forcing users to write reviews in order to post questions. Semantic inconsistencies between Websocket and API interfaces **What problems is NiCE CXone solving and how is that benefiting you?** Simplify call agents interactions with customer ### 15. Stable, feature rich platform **Rating:** 4.5/5.0 stars **Reviewed by:** Tyler H. | Sr. Director, Call Center Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** March 04, 2025 **What do you like best about NiCE CXone?** We've found the CXone platform to be a good choice for our business. The cloud-based infrastructure is reliable, and it has a plethora of powerful features that help us enhance customer, agent and manager experiences. We appreciate the unified suite of tools, including integrated workforce management, omnichannel capabilities, capable IVR, easy access to call recordings, and fairly robust reporting. The platform is easy to use (intuitive UI), provides several tools for real-time monitoring, agent performance, and our Technical Account Manager is educated and helpful. **What do you dislike about NiCE CXone?** Custom reports are difficult to configure and the learning curve for IVR Studio scripting is steeper than anticipated. **What problems is NiCE CXone solving and how is that benefiting you?** NICE CXone is a powerful platform that is helping us provide exceptional customer experiences to our members. **Official Response from Amy Cornelius:** > It's great to hear that NICE CXone Mpower is helping you provide exceptional customer experiences. We appreciate your business and look forward to continuing to support your success. ### 16. Best tool for outbound and inbound corporate calls **Rating:** 5.0/5.0 stars **Reviewed by:** Aditya K. | Technical Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2025 **What do you like best about NiCE CXone?** Easy to use interface, quick setup, good quality **What do you dislike about NiCE CXone?** Laggy, crashes, and cannot be used on slow internet **What problems is NiCE CXone solving and how is that benefiting you?** Handling corporate calls ### 17. Using Nice at work **Rating:** 5.0/5.0 stars **Reviewed by:** Marypaz L. | Tier 2 Supervisor., Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2024 **What do you like best about NiCE CXone?** The quality and the easy way to use it since is a good experience and we can enjoy it. Nice in my area we use it to request vacations, do general request, see the scedule, for my is a great tool since make our life more easy. **What do you dislike about NiCE CXone?** Sometimes what happen is that the system got slow it makes that we need to spend more time trying to make it work. **What problems is NiCE CXone solving and how is that benefiting you?** 1. To request vacations more easy. 2. See the schedule in days, weeks and months. 3. CXone sits between contacts and the agents who handle interactions with those contacts. 4. The easy way that The connection is made via an API call over an internet connection. 5. It can operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth. 6. Also is good because provides solutions for real-time and cross-channel fraud prevention, anti-money laundering. **Official Response from Amy Cornelius:** > We're glad to hear that you find NICE CXone easy to use and that it has improved your experience at work. ### 18. WFM made easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about NiCE CXone?** It has various features like Exception entering, break optimisation, schedule adherence, schedule plotting or updating **What do you dislike about NiCE CXone?** Interface looks old. It was recently updated however it looks old **What problems is NiCE CXone solving and how is that benefiting you?** Features like extracting real time data of agents state, schedule adherence & exceptions marking helps a lot ### 19. Nice CXone - One Stop Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Vipul J. | Associate Director, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2024 **What do you like best about NiCE CXone?** Nice Cxone is a user friendly and easy to use platform to meet organizational needs of different type. telephony, webchat, social media etc. **What do you dislike about NiCE CXone?** Customization to meet customer specific needs if at all is a challenge currently as it goes through a long process that you raise it and if everyone (Across nice users) voice the same then it get prioritized and that too at its own pace. **What problems is NiCE CXone solving and how is that benefiting you?** Nice CXone is helping us to look at all transaction (Inbound/outbound) with filterations basis queue to be able to skim the data as per need. the best feature I would say is the Screen Recording & live barging which helps my team to understand whats going wrong with managing a customer by an advisor **Official Response from Amy Cornelius:** > We're glad to hear that you find NICE CXone user-friendly and helpful for meeting organizational needs. Thank you for taking the time to provide your feedback! ### 20. Extended Technical support and Uninterrupted service **Rating:** 5.0/5.0 stars **Reviewed by:** vignesh k. | Senior Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** August 08, 2023 **What do you like best about NiCE CXone?** User friendly easy to identify the change take place **What do you dislike about NiCE CXone?** All good, because nice system so far it was not created any impact to our environment **What problems is NiCE CXone solving and how is that benefiting you?** Integrated softphone access reducing teh cost of physical phone, Accessing the system from mobile phone is add on benefit ### 21. Excellent Platform, Many Add-Ons **Rating:** 4.0/5.0 stars **Reviewed by:** Andrew R. | Senior Software Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** December 01, 2024 **What do you like best about NiCE CXone?** NICE CXone is a complete orchestration package. Technically you could use CXone to replace many backend business processing across multiple tech stacks, especially in hybridized networked/VPN and non-network integrated entities since CXone is a compliant system with state/federal regulations. There are many ways to integrate SOAP/RESTful APIs to extend functionality, and the actions allowing for SIP header activity/transfers are particularly helpful in hybridized cloud environments. CXone is a very rare telephony platform that is able to integrate with COBOL IBM Mainframes if you are able to code a web service yourself to integrate via Service Bus. The best parts of NICE are that they are genuinely interested in pursuing true CI/CD integration as part of scripting. This will massively enable CXone at scale across enterprises larger than 40k seats at the drop of a hat. The other key upside is CXone is a holistic platform solution for any large businesses, including ones doing DoD or Federal work. While it means switching BUs/clusters, it is easier being on the same platform instead of multiple telephony platforms. CXone is also a full responsible organization, so you can have cloud-originated phone numbers via CXone. They also support bring your own carrier connectivity solutions as well. There are numerous other upsides to CXone, but basically it's a powerful solution you could use to automate letter writing and OCR to generate tasks via work items, use a bot to intelligently assign them to someone, and then the screen pop integrates with EPIC and starts a dialer to call customers back who missed a prescription pickup for example, or who wrote negative letters. This is just the tiniest use case we've seen for CXone as a full business process orchestration and omnichannel communications and integration platform. We use CXone every day, it is easy to implement for basic builds, but advanced enough to handle complicated use cases if you have the technical expertise. **What do you dislike about NiCE CXone?** CXone TAMs are very hit or miss. Two businesses can pay for the same TAM package, and the TAMs will completely change whether or not the value is being delivered. My experience of CXone TAMs is they are either very smart, helpful, and able to get things done to drive forward platform adoption, or they know very little, talk very "executively" and try to force you to buy add-ons or services you don't need, and technically aren't required to pay for anyways. Basically if you get a bad TAM you may want to cancel your package. TAMs at NICE should emphasize the T in TAM for "Technical." If I cannot ask a technical question without being billed for it, then why pay for the package? The other downside of CXone is the add-ons. If you are a small business and don't have internal expertise in telephony, you may want to pay for a contractor. While NICE will recommend CIPs, these are very hit or miss. I've had bad experiences with CIPs and they constantly ask for CRs and additional billing for the tiniest fixes for something they messed up. If you pay for your own contractor you may see better results. If your business is particularly small, then you may be better served by a more limited platform. If you have very highly technically proficient individuals you may prefer Twilio or 8x8 where you can build most of what you want yourself. **What problems is NiCE CXone solving and how is that benefiting you?** NICE CXone is helping us solve the problems of today and tomorrow revolving around privacy, PHI, PCI, PII, and automations/AI. We are partnering with NICE to also implement full CI/CD and partitioned administration of platform, allowing for shared service teams to minimize labor investment required to enable business functionality at scale. **Official Response from Amy Cornelius:** > Thank you for taking the time to provide such comprehensive feedback on NICE CXone Mpower. We are pleased to hear that the platform is meeting your business process orchestration and communication needs. Your insights on TAMs and add-ons are noted, and we will use your feedback to improve our services and support. We value your partnership and look forward to addressing your concerns. ### 22. great product and support **Rating:** 4.5/5.0 stars **Reviewed by:** Elliott P. | Clinical Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 01, 2025 **What do you like best about NiCE CXone?** the phone system is easy to use and navigate **What do you dislike about NiCE CXone?** I am old school and would like to be able to pick up the phone and receive support when I need it **What problems is NiCE CXone solving and how is that benefiting you?** the only problems we have are connectivity issues or finding solutions to other issues that may occur. **Official Response from Amy Cornelius:** > Thank you for your positive feedback! ### 23. Smooth but not Perfect **Rating:** 4.5/5.0 stars **Reviewed by:** Marianna R. | Senior Accountant, Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2025 **What do you like best about NiCE CXone?** The NICE CXone Mpower is fast, responsive, and easy to use program. The interface is clean, and it makes handling customer interactions smooth. It also integrates well with other tools, which helps keep everything in one place which is I love. **What do you dislike about NiCE CXone?** It can feel a bit complex at first, especially with all the features. Some areas could be more intuitive, and occasional glitches can be frustrating. The pricing is also on the higher side in my opinion **What problems is NiCE CXone solving and how is that benefiting you?** helps streamline customer interactions by combining multiple communication channels into one platform. It improves efficiency by automating workflows and reducing wait times. **Official Response from Amy Cornelius:** > Thank you for sharing your positive experience with NICE CXone Mpower. We understand the initial complexity and occasional glitches can be frustrating, and we are committed to enhancing the user experience. ### 24. Less downtime and easier to use than previous systems **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Publishing | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about NiCE CXone?** CXone has been much easier to use than several of our previous aplications. It's very intuitive and tasks can be done quickly. We've also experienced less down time than with our old systems. Adding an agent used to take me at least 20 minutes previously. Now it takes 5 or less minutes. Getting support is less annoying than with the last company we used as well. If something might impact the team, they let us know about it right away and give frequent progress updates, although we very seldom have been impacted. **What do you dislike about NiCE CXone?** It's very succeptible to fluctuations in Internet. Since it's a browser based solution, if one agent is having issues, it's very hard to get support and suggestions for an individual, because if everyone else is working they assume it's not their problem. **What problems is NiCE CXone solving and how is that benefiting you?** It's simplifying day-to-day tasks and making my job as an administrator of the solution much easier. For almost everything we do, it takes less time and is more intuitive than other systems. Hopefully we can get company funding to include more of their AI options in the future because I think those will simplify things even more. **Official Response from Amy Cornelius:** > Thank you for taking the time to share your experience with NICE CXone Mpower. ### 25. A fantastic product of receiving calls from our external clients **Rating:** 5.0/5.0 stars **Reviewed by:** Camil M. | Cloud Applications Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2024 **What do you like best about NiCE CXone?** What I liked the most is that it is easy to use and allows you to control the call volume and is great for calls and just makes it easy to receive calls and also the control panel is good and data analysis on top of that to keep track of login. **What do you dislike about NiCE CXone?** Some functions are somewhat confusing due to lack of documentation and training. **What problems is NiCE CXone solving and how is that benefiting you?** We use it mainly for calls and having a main channel for our customers, besides that, contact entry, voice analytics and obtaining valuable information and facilitates the creation of contacts and is extremely useful and ends ups solving many problems. **Official Response from Amy Cornelius:** > It's great to hear that NICE CXone Mpower is helping you with call management, data analysis, and contact creation. We are committed to taking your feedback and improving in areas to enhance your experience with our product. ### 26. Very good product with excellent functions and good interface **Rating:** 5.0/5.0 stars **Reviewed by:** Camile S. | Business Systems Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about NiCE CXone?** What I liked is that it is easy to implement and the interface is easy to use. Also, I like the features for our business, the easy access to data, it is stable and has no outages. It also improves performance issues. **What do you dislike about NiCE CXone?** Nothing negative to say about NICE CXone, everything is going very well so far. **What problems is NiCE CXone solving and how is that benefiting you?** It helps us a lot because of its amazing features to be in contact with our customers, follows up quality management, contact center, call center and it is nice and easy to use. **Official Response from Amy Cornelius:** > Thank you for your positive feedback! ### 27. NICE CXone flexible with cool and suitable features **Rating:** 5.0/5.0 stars **Reviewed by:** Salman K. | Administrative Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2024 **What do you like best about NiCE CXone?** The best thing about this great tool is its great call routing capability and flexibility with the actual call options. On the other hand, the interface is good, easy to use and you can move comfortably through its system. **What do you dislike about NiCE CXone?** I think they should improve their technical support and response times. **What problems is NiCE CXone solving and how is that benefiting you?** Once configured we could notice the benefits, solving problems with call routing and message playback, plus we got used to this system for other types of needs such as live chat, customer support and all that. **Official Response from Amy Cornelius:** > Thank you for your feedback on NICE CXone Mpower. We understand the importance of technical support and response times, and we are continuously working to improve in these areas. ### 28. NICE CX One is a game changer: **Rating:** 5.0/5.0 stars **Reviewed by:** Monica F. | Project Manager/Business Analyst/Admin, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about NiCE CXone?** The ease of administration and the volume of tools available in the application to monitor/manage agents, report caller metrics and manage schedules to name a few. Our support agent with NICE is invaluable in assisting us when necessary. **What do you dislike about NiCE CXone?** Not really any downside. Maybe that add-ons are relatively expensive. **What problems is NiCE CXone solving and how is that benefiting you?** NICE CXone is helping us to more efficiently route calls and provide assistance to those in our community who use our United Way 211 service to get help/resources. It also helps us manage the quality of our agents' responses. **Official Response from Amy Cornelius:** > We're delighted to hear that NICE CXone Mpower is a game changer for you! ### 29. Great tool, unsurpassed support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2025 **What do you like best about NiCE CXone?** The quality and speed of the support I receive. **What do you dislike about NiCE CXone?** The reports are a little difficult to navigate. I"ve tried to match the predesigned reports against a custom report with the same data, but it doesn't come up the same. (I think there's a timeframe issue.) **What problems is NiCE CXone solving and how is that benefiting you?** The inbound contact tools are exactly what we need given we offer various types of support, from sales and warranty to troubleshooting and parts. We also offer Spanish language assistance. **Official Response from Amy Cornelius:** > Thank you for your feedback on the support and reports. We understand the importance of accurate and easily navigable reports, and we will take your comments into consideration for future improvements. ### 30. I am a Junior Engineer with the CXone platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2024 **What do you like best about NiCE CXone?** It never goes down. almost any time we have had any sort of an outage it was always due to circumstances that were outside of both Nice and our controll. The up time is amazing. I also spend a fair amount of time in the Interaction Analytics tool, mining call data for useful insights. There is always a new way to apply the information or a new tool that helps in displaying it. **What do you dislike about NiCE CXone?** Because Nice has aquired so many smaller tools (companies) to build out its portfolio it can some times feel disconnected. They have been working diligently to fold everything in and give it a consistant look and feel but some tools are just not there yet. **What problems is NiCE CXone solving and how is that benefiting you?** There is not a platform that can be set up as quickly as CXone. In the space of a day you can have ACD and IVR up and running and agents ready to take calls. The customization that can be carried out by one knowledable individual saves a ton in effort and cost when compared to the teams needed in several other platforms. **Official Response from Amy Cornelius:** > Thank you for your feedback and review of NICE CXone! ### 31. NICE CXone is a good tool for our communication channel with our clients **Rating:** 5.0/5.0 stars **Reviewed by:** Monique G. | System Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2024 **What do you like best about NiCE CXone?** What I liked most is that it offers a wide range of functionalities to cover various needs, such as omnichannel communication or analytics. I love the chat and emails, as well as the excellent use of analytics and the provision of good services. **What do you dislike about NiCE CXone?** Nothing negative so far. Only positive things. **What problems is NiCE CXone solving and how is that benefiting you?** So far NICE CXone has worked great for different needs, such as improving call center, customer self-service, help desk, live chat, analytics, and its all going very well, so far so positive. **Official Response from Amy Cornelius:** > We're thrilled to hear that you are enjoying the wide range of functionalities that NICE CXone Mpower offers, including omnichannel communication and analytics. ### 32. Platform that facilitates work on calls **Rating:** 5.0/5.0 stars **Reviewed by:** Victoria W. | Senior Analyst, Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2024 **What do you like best about NiCE CXone?** I really liked this service, especially the voice recognition, the calls are faster and we can manage our time. I also like how easy it is to modify and use the supervisor console. **What do you dislike about NiCE CXone?** It needs to improve the responses to make them faster. But the rest works well. **What problems is NiCE CXone solving and how is that benefiting you?** It is ideal for calls because it just makes the job simpler to receive calls and transfer to the right departments and allows us to measure activities and this solves problems. **Official Response from Amy Cornelius:** > Thank you for sharing your positive experience with NICE CXone Mpower! ### 33. It's fine. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2024 **What do you like best about NiCE CXone?** Most items are relatively quick to change via bulk upload, the dashboards can be useful for monitoring queues and staff, and the general layout makes sense. **What do you dislike about NiCE CXone?** It took a year to request the feature to deactivate accounts in bulk. You can't reactivate accounts in bulk. If your business has quite a few skills, individual user skilling is clunky and frustrating since the UI can only display 10 at a time and has to load after each add. Their instance system for each customer forces usernames to be unique in an email format which tends to confuse users and make looking up information difficult as that's the only real lookup point. This is further worsened by the fact CXOne is 2 pieces stapled together - Admin and ACD - one handles the access, the other the phone routing. One doesn't always reliably talk to the other, and it's taken my org requesting for several years to get it looked into. We have their WFM solution - IEX - which also does not integrate very well as it pulls over some data and wipes other pieces. **What problems is NiCE CXone solving and how is that benefiting you?** We need agents to answer contacts, and CXOne delivers it to them. It's difficult to mention benefits because our contact center is large and it's generally unsuited for that large of a population. **Official Response from Amy Cornelius:** > Thank you for taking the time to review NICE CXone. We appreciate your detailed feedback and it will be shared with our team for further review and improvement. ### 34. Great product **Rating:** 5.0/5.0 stars **Reviewed by:** Louis B. | Retirement Plans Service Associate, Enterprise (> 1000 emp.) **Reviewed Date:** March 21, 2025 **What do you like best about NiCE CXone?** The product is user friendly and shorts the dashboard very well. **What do you dislike about NiCE CXone?** The calls can drop or are hard to pick up sometimes **What problems is NiCE CXone solving and how is that benefiting you?** Having a phone base which is through the phone rather than a landline system. **Official Response from Amy Cornelius:** > We're glad to hear that you find NiCE CXone Mpower user-friendly and that it helps you manage the dashboard effectively. ### 35. Nice inContact Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about NiCE CXone?** I like being able to have a support contact person assigned to us for bi-weekly meetings when we have questions. **What do you dislike about NiCE CXone?** Submitting a ticket to support takes too long and generally is pretty unhelpful. When I write a support ticket, I have already explored all the literature and knowledge online and on the support site, so when I get a response to my ticket, with just a link a link to one of the support pages. **What problems is NiCE CXone solving and how is that benefiting you?** They are a call system that allows us to take calls which means we can reach more clients. ### 36. Great product! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** February 13, 2025 **What do you like best about NiCE CXone?** The ability to contact more clients due to speed of calls being fed to my agents, time saved by the auto features such as auto voicemail. **What do you dislike about NiCE CXone?** Sometime when receiving inbound calls there is no hang up button to click and have to wait for the client to hang up! **What problems is NiCE CXone solving and how is that benefiting you?** It is helping identify possible issues with the quality management portion. Helping my agents achieve daily targets. **Official Response from Amy Cornelius:** > Thank you for sharing your positive experience with NiCE CXone Mpower! ### 37. CXone is a great program that I use for work and would be great fro anyone needing to communicate. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2021 **What do you like best about NiCE CXone?** What i like the best is the different options that are provided. **What do you dislike about NiCE CXone?** What I dislike is that sometimes the connection doesn't stay through. **What problems is NiCE CXone solving and how is that benefiting you?** I use either Chrome or the Incognito if the connection does not go through, or I relog in ### 38. My experience with Nice was somewhat hassling. **Rating:** 4.0/5.0 stars **Reviewed by:** Tyrese S. | Customer/Player Support Agent, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2024 **What do you like best about NiCE CXone?** I liked the time allotment feature. That separated the timeframe intervals, and the fact that it could be changed from 1 hour to 2 hour or whatever interval you want to use. **What do you dislike about NiCE CXone?** It was hassling to change or exchange shift intervals, and since it was being used in a Call Center setting, it was used often. It froze a lot as well. **What problems is NiCE CXone solving and how is that benefiting you?** The problem NICE solves is the ease of scheduling. The idea is good, the implementation needs some work to make the software more efficient. **Official Response from Amy Cornelius:** > We are grateful for your input regarding the time allotment feature and scheduling ease. We are sorry to hear about the challenges you faced. Your feedback will be taken into account as we continue to refine and improve NICE CXone Mpower. ### 39. Worst phone systems I have ever used at this job for over 33yrs! HATE IT **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** August 21, 2024 **What do you like best about NiCE CXone?** I do like the print out of the voicemail, which saves me from having to listen to every one. The email print out of the same, sometimes I find helpful. But it also clogs up my email because of that. **What do you dislike about NiCE CXone?** Let's start by saying we've had it at my work for 2 yrs. For 1.5 of those years I got almost NO direct calls that even rang the 1 time it rings, because 95% of my calls went directly to voicemail. Even though I was working, sitting at my desk, and on no other call! I complained and complained to mgmt, who coincidentally are not using this system at all. It is just the Sales Force. I'm in Commission Only Sales. I'm trying to make a living. Imagine having to call every single person back? Many have phones set to not receive unknown callers. The caller ID they have will say Boston Area or a local # and not our 800, so many clients don't pick. Then it becomes a phone tag nightmare. I sell cruises, and prices can change in an instant, so phone tag can end up killing a deal. Sometimes it looks like I'm going to get to answer the call that is coming to my direct extension and I hit the "Availablle button" expecting it to be my client and I can see the client phone #, but no name on our Caller ID because it is only 2024 and Caller ID was avail with names in the 80s. So way to be on the ball. Anyway, my client was not there today and instead I got a new call that maybe I didn't have the time for or want! Calls drop for no reason. Sometimes you no longer can hear the person, or they cannot hear you. I have to hang up and call them back. I would say I get about 70% of my actual calls now and the rest go to voicemail. I would NEVER RECOMMEND ONE-MAX/RING SYSTEMS. NEVER! Our company must have spent millions to have stuck with them. I cannot even telll you how many other agents here shared my grief. The company finally did something, that is some crazy work-around. Now a calls comes in and 2 new pop up windows have to pop up in order for the call to let you know someone is trying to get your extension. Then good luck when you hit Available, as it may be someone else entirely. **What problems is NiCE CXone solving and how is that benefiting you?** NICE CXone is only adding to my probems. I wish I had something it was solving. I hate it and I would much rather go back to Avaya! **Official Response from Amy Cornelius:** > Thank you for sharing your concerns. We understand the frustration and will work to address the issues you have raised to enhance your experience with NICE CXone. ### 40. Great automation system for customer service purposes **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Alternative Dispute Resolution | Small-Business (50 or fewer emp.) **Reviewed Date:** March 20, 2025 **What do you like best about NiCE CXone?** I like the idea how it proactively anticipate customers needs and can fix issues before we become major issues. **What do you dislike about NiCE CXone?** Overall, I don’t have any complaints about it. It just needs to be probably a little bit more user-friendly. **What problems is NiCE CXone solving and how is that benefiting you?** It helps me mostly with the customer complaints **Official Response from Amy Cornelius:** > We're glad to hear that you find NiCE CXone Mpower to be proactive in anticipating customer needs and resolving issues. We appreciate your feedback! ### 41. Not a pleasant experience **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2024 **What do you like best about NiCE CXone?** The ease to integrate via API to other application. **What do you dislike about NiCE CXone?** 1. The hidden costing that was not mentioned 2. The delay in getting support services 3. Support team doesn't listen to the problem and make their own assumptions of the issues 4. The constant issues in connection and drop calls. 5. The inability for a simple task to be completed quickly. 6. Everything needs to be invoiced at exorbitant rate 7. Costing structure not condusive for asian countries. **What problems is NiCE CXone solving and how is that benefiting you?** NICE was supposed to be solving the issue of having one provider that could integrate easily to my application and used within the region. **Official Response from Amy Cornelius:** > We're sorry to hear about the challenges you've faced. We are committed to providing transparent pricing and prompt support. Your feedback will be used to make necessary improvements and ensure a more positive experience for our customers. ### 42. Outstanding Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Chris B. | Customer Service Center Director, Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2024 **What do you like best about NiCE CXone?** The platform is very user friendly. They are prompt with customer support when needed. It is very customizable to match to the CRM that you are using. **What do you dislike about NiCE CXone?** Some of the backend programing is a bit harder to understand for most folks so you have to spend a lot of time learning it. The tech support is very good but sometimes hard to understand so things can be lost in translation. **What problems is NiCE CXone solving and how is that benefiting you?** We needed a platform that was stable, able to be built to what we needed and user friendly. NICE checked all of those boxes for us **Official Response from Amy Cornelius:** > We're thrilled to hear that you find NICE CXone user-friendly and customizable. Our team is dedicated to providing prompt and helpful customer support. ### 43. Great optimization platform **Rating:** 5.0/5.0 stars **Reviewed by:** Juan G. | Reservations Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about NiCE CXone?** the support from NICE is commendable, with responsive customer service and extensive resources to help with deployment and ongoing management. **What do you dislike about NiCE CXone?** Everything was smooth and works perfectly fine for me **What problems is NiCE CXone solving and how is that benefiting you?** Lack of Insight into Customer Behavior: Understanding customer sentiment and needs is essential for improving service quality. CXone’s analytics tools offer deep insights into customer interactions, enabling us to proactively address issues and refine our approach based on data. This has led to higher customer satisfaction and loyalty. **Official Response from Amy Cornelius:** > Thank you for sharing that you find our support commendable and our resources helpful. Your feedback is appreciated! ### 44. 25 years in Contact Centers choose NICE CXone for the past 10 years **Rating:** 5.0/5.0 stars **Reviewed by:** James W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2024 **What do you like best about NiCE CXone?** The versatility and customization. It is the only CCaaS platform that offers everything in one. Everything working through one platform is powerful. It is easy to learn and use. The difficulty is in the design aspect. After running a multi-site contact center I was brought in to a pre-IPO tech company to build the infrastructure for their Tech Support. I found inContact and choose it. For the last 10 years I have designed and built hundreds of contact centers infrastructure. Every evaluation, for every client has led me back to NICE CXone (previously inContact). Other than user error, every bad experience I have seen with NICE CXone has come down to poor implementation and design. **What do you dislike about NiCE CXone?** Your experience with NICE CXone is completely dependent on the design and execution by the Professional Services implementation team. The team can vary from horrible to amazing. Depending on their experience and knowledge. On the upside. you can find a few organizations out there that can help you correct the implementation and enhance it over time. And when hiring an internal resource or training your existing Telecom team, the training only scratches the surface of what is needed. Find and pay for someone with experience. Even if it is just one person on the team. **What problems is NiCE CXone solving and how is that benefiting you?** It allows us to have a single source of truth and single portal for the Agents. It can be customized to grow and evolve with our business needs. **Official Response from Amy Cornelius:** > We're glad to hear that you have found NICE CXone to be versatile and customizable, and that it has been a powerful all-in-one solution for you and your clients' contact center needs. Thank you for being a loyal customer! ### 45. Great interconnectivity and Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Small-Business (50 or fewer emp.) **Reviewed Date:** November 05, 2024 **What do you like best about NiCE CXone?** We love the way it seamlessly works with our other products. And it is customizable for our needs. **What do you dislike about NiCE CXone?** The learning curve to teach how to use the software is high. **What problems is NiCE CXone solving and how is that benefiting you?** CXone helps us contain the call data for our workload. It saves us countless hours of work to call the right places for us at the right times. **Official Response from Amy Cornelius:** > We appreciate your feedback on NICE CXone Mpower. It's great to hear that it saves you countless hours of work and helps you call the right places at the right times. ### 46. NICE CXone **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole Geraldine D. | Quality Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** October 18, 2024 **What do you like best about NiCE CXone?** The facility to look and create reports in the tool, also the interfaces that it creates with the user while looking for a call **What do you dislike about NiCE CXone?** Sometimes the application in windows get glitches and frezees itself **What problems is NiCE CXone solving and how is that benefiting you?** To hear my calls and the routing of the calls and ids are helping to find the exact call **Official Response from Amy Cornelius:** > Thank you for taking the time to share your experience with NICE CXone Mpower! ### 47. Perfect for organized use **Rating:** 3.5/5.0 stars **Reviewed by:** Ishara B. | Customer Service Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2024 **What do you like best about NiCE CXone?** The automatics prompt replies has to be my fav part. It makes solving customer issues much easier and faster. Very fast and efficient platform **What do you dislike about NiCE CXone?** It does offer sort of robotic responses but you can always tailor it to make it sound better and more human like. **What problems is NiCE CXone solving and how is that benefiting you?** Faster communication time with customers and very fast resolution time. **Official Response from Amy Cornelius:** > We appreciate your input and are pleased to hear that NICE CXone is helping you achieve faster communication and resolution times with customers. ### 48. Nice Mpower review **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** February 06, 2025 **What do you like best about NiCE CXone?** automating customer service is nice and the function is decent. **What do you dislike about NiCE CXone?** its not easy to learn or use. better training is needed. **What problems is NiCE CXone solving and how is that benefiting you?** Making the information clean and easy to review. **Official Response from Amy Cornelius:** > We apologize for any difficulties you've experienced with learning and using our platform. We are constantly working to improve our training resources. ### 49. Extremely Helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** February 10, 2025 **What do you like best about NiCE CXone?** It's resourceful and helpful when looking for valuable information. **What do you dislike about NiCE CXone?** I don't have no dislikes about NICE CXone **What problems is NiCE CXone solving and how is that benefiting you?** Helping me solve credential about NICE. **Official Response from Amy Cornelius:** > It's great to hear that NiCE CXone Mpower is helping you solve credential issues and providing valuable benefits for you. ### 50. Max Incontact is working fine, old version was laggy but since the update everything is work well. **Rating:** 5.0/5.0 stars **Reviewed by:** Glenn M. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** July 11, 2024 **What do you like best about NiCE CXone?** Very Efficient, can be use to easy integration. **What do you dislike about NiCE CXone?** Calls are filtered accordingly. The tool is very useful in terms of pulling up calls for the agent for review. Easy to learn. Useful for every day in providing customer support **What problems is NiCE CXone solving and how is that benefiting you?** We are using Nice as our softphone to assist customer with their loan application. **Official Response from Amy Cornelius:** > Thank you for your feedback! Happy to hear with the most recent update NICE CXone is efficient and useful for your daily customer support needs. ## NiCE CXone Discussions - [How can we report bugs or issues to get the software cleaner and running more smoothly?](https://www.g2.com/discussions/how-can-we-report-bugs-or-issues-to-get-the-software-cleaner-and-running-more-smoothly) - 1 comment, 2 upvotes - [Does it ever pause or get frozen after a call](https://www.g2.com/discussions/does-it-ever-pause-or-get-frozen-after-a-call) - 2 comments, 2 upvotes - [Can I use this application for auto dialed jobs?](https://www.g2.com/discussions/can-i-use-this-application-for-auto-dialed-jobs) - 1 comment, 1 upvote - [how to a automatically log in](https://www.g2.com/discussions/how-to-a-automatically-log-in) - 1 comment, 1 upvote - [How do I monitor the productivity time, real time for the agents logged in?](https://www.g2.com/discussions/how-do-i-monitor-the-productivity-time-real-time-for-the-agents-logged-in) - 1 comment, 1 upvote - [View NiCE CXone pricing details and edition comparison](https://www.g2.com/products/nice-cxone/reviews?qs=pros-and-cons§ion=pricing&secure%5Bexpires_at%5D=2026-05-15+21%3A03%3A12+-0500&secure%5Bsession_id%5D=7b4c0574-6b8e-4b67-929a-3587e59f5d96&secure%5Btoken%5D=d9c8f322cf6394445e973be4ac6808bc0b0b79de6d9f8324c2a86ee6e9e1a4a8&format=llm_user) ## NiCE CXone Integrations - [HiPer Agent Experience](https://www.g2.com/products/hiper-agent-experience/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Kore.AI](https://www.g2.com/products/kore-ai/reviews) ## NiCE CXone Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Administration** - Database Management - Data Workflows - Issue Management **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Messaging Channels** - SMS Messaging - Email - Voice Messaging - Two way messaging **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Administration** - Scheduling - Triggered Notifications - Segmentation - Integrations **Workforce Management** - Call Monitoring - Performance Evaluation **Automation** - Ticket Resolution - Customization - Intelligent Routing **Generative AI** - AI Text Generation - AI Text Summarization **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Administrative** - Call Recording - Reporting & Dashboards **Artificial Intelligence** - Learning - Language - Conversational AI **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top NiCE CXone Alternatives - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,423 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (591 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,451 reviews)