--- title: NICE CXone Reviews meta_title: 'NICE CXone Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1730 reviews by the users' company size, role or industry to find out how NICE CXone works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 1730 scale: '5' date_modified: '2026-07-17' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # 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 an **easy-to-use platform** that simplifies various organizational needs effectively. (38 reviews) - Users value the **excellent call quality and intuitive design** of NICE CXone, enhancing professional communication and ease of use. (27 reviews) - Users value the **efficiency** of NICE CXone, appreciating its quick updates and user-friendly automation features. (26 reviews) - Users find NICE CXone to be exceptionally **helpful** for efficiently addressing customer issues with valuable automated responses. (21 reviews) - Users praise the **intuitive interface** of NICE CXone, appreciating its ease of navigation and seamless cloud-based calling experience. (15 reviews) - Call Management (13 reviews) - Customer Support (13 reviews) - Customization (13 reviews) - Users value the **intuitive interface** of NICE CXone Mpower, making it easy for everyone to use effectively. (13 reviews) - Analytics (11 reviews) **What users dislike:** - Users often face **call issues** , including dropped calls and improper display, impacting overall reliability and experience. (14 reviews) - Users face various **technical issues** with NICE CXone, including lag, outages, and unclear documentation, impacting usability. (14 reviews) - Users struggle with the **steep learning curve** of NICE CXone, highlighting the need for improved training resources. (10 reviews) - Users find the **missing features** in NICE CXone frustrating, particularly regarding reporting and dashboard customization limitations. (10 reviews) - Users express frustration with **poor customer support** , finding it difficult to get timely assistance when needed. (10 reviews) - Users report a frustrating **slow loading** issue with NiCE CXone Mpower, leading to significant delays in functionality. (10 reviews) - Users report **delays** in information and support responses, leading to frustration and hindered problem resolution. (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. Great product **Rating:** 5.0/5.0 stars **Reviewed by:** Courtney M. | Customer Experience Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 15, 2024 **What do you like best about NICE CXone?** It has great features and is the perfect cloud based contact center platform. **What do you dislike about NICE CXone?** I have nothing to dislike to be able to answer this. **What problems is NICE CXone solving and how is that benefiting you?** It's keeping things organized. **Official Response from Amy Cornelius:** > We appreciate your feedback and are thrilled to hear that NICE CXone Mpower is helping to keep things organized for you. ### 2. NICE CXone **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 06, 2024 **What do you like best about NICE CXone?** Web-based application allows for quick updates and ease of use and versatility. **What do you dislike about NICE CXone?** Web-based application can cause unexpected effects such as audio disconnects. **What problems is NICE CXone solving and how is that benefiting you?** The ability to route and answer phone calls in a timely manner. This allows us to provide the best possible service to our members. **Official Response from Amy Cornelius:** > We apologize for any unexpected effects such as audio disconnects. Our team is constantly working to improve the platform's stability. ### 3. Program is good when it comes to work management and monitoring. **Rating:** 5.0/5.0 stars **Reviewed by:** Julius M. | customer service representative, Small-Business (50 or fewer emp.) **Reviewed Date:** July 22, 2024 **What do you like best about NICE CXone?** Max agent and dashboard, can review recent interactions **What do you dislike about NICE CXone?** nothing to mention at this moment, it's easy to use **What problems is NICE CXone solving and how is that benefiting you?** none **Official Response from Amy Cornelius:** > Thank you for sharing your positive experience with NICE CXone. We're happy to hear that you find it easy to use and that it's meeting your work management and monitoring needs. ### 4. NICE CXone is one of the best platforms i've worked on and its keep on getting better **Rating:** 5.0/5.0 stars **Reviewed by:** Nathan L. | Contact Center Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** July 04, 2024 **What do you like best about NICE CXone?** I can easily implement the platform based on the customers needs by using customization. The support we get from NICE engineers is amazing. There's also alot of features we can use within the platform **What do you dislike about NICE CXone?** Nothing at the moment. Sometimes its just frustrating when NICE makes changes on the backend that breaks something esle in the platform **What problems is NICE CXone solving and how is that benefiting you?** NICE Cxone make it easy running a contact centre **Official Response from Amy Cornelius:** > We're glad to hear that you find NICE CXone to be one of the best platforms and that it's getting better for you. Our team is committed to providing excellent support and continuously improving our features to meet your needs. ### 5. QA Tools are Great **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** December 18, 2019 **What do you like best about NICE CXone?** Listening options- Ease of use, User friendly, Stability, Lots of features **What do you dislike about NICE CXone?** Calls get put in storage after 60 days and it difficult to get back. Reporting doesn't come out share friendly. You have to clean up the data quite a bit to get it to a place it makes sense or can be shared. **What problems is NICE CXone solving and how is that benefiting you?** Agent evals, Voice of the customer, EWFM, QA reporting **Official Response from Omair Siddiqui:** > Thanks for reviewing us! ### 6. NICE used as a punishing tool instead of growth **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** October 07, 2024 **What do you like best about NICE CXone?** I like the transcript, they are very clean and precised even when the audio is unintelligible. **What do you dislike about NICE CXone?** NICE may consider some words as negative. Commonly used words like no, don't or can't disregarding the way they are implemented. **What problems is NICE CXone solving and how is that benefiting you?** At the time none. **Official Response from Amy Cornelius:** > Thank you for sharing your positive experience with the transcript feature. We apologize for any inconvenience caused by the system's interpretation of certain words and will address this with our team to improve the overall user experience. ### 7. Customers Get It & Love It **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2024 **What do you like best about NICE CXone?** The simple and customer centric nature to this product makes it easy for our customers to use. **What do you dislike about NICE CXone?** I have not experienced an inconvenience so far! **What problems is NICE CXone solving and how is that benefiting you?** A streamlined portal for agents to communicate with! **Official Response from Amy Cornelius:** > We're thrilled to hear that you find NICE CXone Mpower simple and customer-centric. Thank you for sharing your positive experience! ### 8. solid wfm platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** August 01, 2024 **What do you like best about NICE CXone?** It is solid and easier to learn than some other platforms I have seen. **What do you dislike about NICE CXone?** I wish the platform was more flexible, and that patterns did not use FC allocations. **What problems is NICE CXone solving and how is that benefiting you?** scheduling and forecasting. **Official Response from Amy Cornelius:** > We're glad to hear that you find NICE CXone solid and easier to learn. We appreciate your feedback about flexibility and FC allocations, and we'll take that into consideration for future improvements. ### 9. SOURCE OF HELP. **Rating:** 3.5/5.0 stars **Reviewed by:** juan o. | WFM, Mid-Market (51-1000 emp.) **Reviewed Date:** August 16, 2024 **What do you like best about NICE CXone?** The report section. and the mini-tables **What do you dislike about NICE CXone?** Sometimes it freezes when you use various reports **What problems is NICE CXone solving and how is that benefiting you?** it hangs in some reports. **Official Response from Amy Cornelius:** > We appreciate your feedback! ### 10. NICE CXone is the ONE!!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2024 **What do you like best about NICE CXone?** NICE CXone is most helpful and dependable **What do you dislike about NICE CXone?** Nice CXone has only minor issues. Great! **What problems is NICE CXone solving and how is that benefiting you?** The problems that NICE CXone has solved is a seamless navigation of the platform. Everything is so easy to understand and access. **Official Response from Amy Cornelius:** > We're thrilled to hear that you find NICE CXone helpful and dependable! Thank you for sharing your positive experience. ### 11. Call Center Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Tadao H. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about NICE CXone?** This cloud based platform has a very user friendly interface, a lot of bells and whistles and love the prebuilt reports. It's nice to have the supervisor tools to listen in to calls and very easy to search and find recorded calls. Love the coaching and interaction options and schedule management tools built into the system. **What do you dislike about NICE CXone?** I like they have WFM features built into the system but would like the WFM process with intraday manager report to be able to select a date range for that report vs. one day at a time. It would be nice to have the supervisor tool ability to stay connected to agents to follow call after call automated instead of having to click on one call at a time for each call. **What problems is NICE CXone solving and how is that benefiting you?** NICE helped us tremendously during the pandemic as we were able to quickly move our entire call center off site and to a work from home model at a drop of a dime notice. Also the WFM tools help us ensure we are staffed adequately based on our call volume. ### 12. NICE CXone provides streamlining, automation and omnichannel routing all in one. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Pharmaceuticals | Enterprise (> 1000 emp.) **Reviewed Date:** August 14, 2024 **What do you like best about NICE CXone?** The omni channel routing, wfm optimization, automation and analytics help provide a better customer and employee experience while saving money at the same time. **What do you dislike about NICE CXone?** I would like to see better dashboard reporting **What problems is NICE CXone solving and how is that benefiting you?** Better interaction between agents and their leadership **Official Response from Amy Cornelius:** > Thank you for sharing your positive experience with NICE CXone! ### 13. CXone Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** June 26, 2024 **What do you like best about NICE CXone?** I like that the UI is relatively straight forward compared to other CRMS. **What do you dislike about NICE CXone?** The troubleshooting is very complicated. **What problems is NICE CXone solving and how is that benefiting you?** Call logs, call branding and tracking, etc. **Official Response from Amy Cornelius:** > We appreciate your positive feedback about the straightforward UI of NICE CXone. We understand the challenges with troubleshooting and are continuously working to simplify this process for our users. ### 14. Using NICE CXOne **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2024 **What do you like best about NICE CXone?** Thorough telephone system with modules/components to pick and choose products you want. Overall NICECXone is a complete telephony system. Fast customer support when needed, **What do you dislike about NICE CXone?** Difficulty sometimes with integrating with other software vendors who are not preferred partners of NICE. **What problems is NICE CXone solving and how is that benefiting you?** Allows my organization to receive and respount to inbound contacts, IVR is allows my organization to route items efficiently and deflect for self-service opportunities. **Official Response from Amy Cornelius:** > It's great to hear that NICE CXone is helping your organization efficiently handle inbound contacts and utilize IVR for effective routing and self-service opportunities. Thanks for the review. ### 15. Great Call Center Tools **Rating:** 5.0/5.0 stars **Reviewed by:** Jean P. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2023 **What do you like best about NICE CXone?** The tools in CXOne are very easy to use. If i don't understand something, I can access DOJO or NICE Support. **What do you dislike about NICE CXone?** At times, the system may be difficult to access but clearing cookies usually resolves these issues. On some tools, there is limited flexibility. For example, we cannot add unexcused absences as sometime different from any other time off in WFM. **What problems is NICE CXone solving and how is that benefiting you?** Having the system select calls for evaluations is great! The WFM program is really easy to use too. Accessing reports enables me to make better decisions. ### 16. Best cloud based comms platform **Rating:** 5.0/5.0 stars **Reviewed by:** Ciana F. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 08, 2023 **What do you like best about NICE CXone?** Its very easy to use. most of the contact centers I've worked with, used Nice. NICE CXone provides the advantage of easy scalability, reduced IT infrastructure costs, and accessibility from anywhere with an internet connection. **What do you dislike about NICE CXone?** Overall, the software's performance is amazing! I can't think of any reasons that I would dislike it. I have been working with NICE for 7 years now and still, it works perfectly. **What problems is NICE CXone solving and how is that benefiting you?** I dont need to use the physical desk phone to dial and log in. All I need to do is open my computer, log-in my credentials. if I need to call someone no need to press a phone key pad, I can easily do it on my pc. ### 17. Nice CXone Review **Rating:** 4.5/5.0 stars **Reviewed by:** Sergio M. | Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2023 **What do you like best about NICE CXone?** Scripting allows us to satisfy a lot of use cases for our business that is always experiementing. Quality Management, Analytics, Performance Management, Revamped Customer Community, and Dojo are some of the applications I like the most. **What do you dislike about NICE CXone?** The reporting application is useful and has a lot of information that is useful for managing contact centers: however, it does crashes often and it's slow during peak times. **What problems is NICE CXone solving and how is that benefiting you?** The efficient operation of our International and Domestic contact centers. ### 18. Analytics and Technology Coordinator **Rating:** 5.0/5.0 stars **Reviewed by:** Jennifer B. | Analytics and Technology Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** October 26, 2023 **What do you like best about NICE CXone?** NICE CXone is extremely scaleable and customizable. This allows to scale up and new features as our operations needs change. **What do you dislike about NICE CXone?** The downside of CXone is ensuring that our remote workers have the proper network connectivity to decrease performance issues. **What problems is NICE CXone solving and how is that benefiting you?** NICE CXOne has allowed use move our counselors to a remote environment. This immediately solved our space issues. But it also allowed us to continue operations easily during the pandemic and during weather emergencies. ### 19. Move fast and with endless features! **Rating:** 5.0/5.0 stars **Reviewed by:** Jason W. | Enterprise (> 1000 emp.) **Reviewed Date:** October 26, 2023 **What do you like best about NICE CXone?** InContact Cxone is great at managing an Omni Channel center. It's studio product is much more seasoned than competitors allowing you to do much more complex integrations with partners in easy-to-use UI. **What do you dislike about NICE CXone?** Just like most Telco providers, haveing a staging or UAT environment is difficult without isolating certain test agents, skills, and scripts to mimic a staging experience. **What problems is NICE CXone solving and how is that benefiting you?** InCOntact Cxone allows us to make changes daily to suit our partner's needs. **Official Response from Amy Cornelius:** > Thank you for sharing your positive experience with NICE CXone Mpower! We're glad to hear that the Omni Channel capabilities and the ease of complex integrations are serving you well. ### 20. An excellent ACD platform with a versatile reporting system. **Rating:** 4.0/5.0 stars **Reviewed by:** Nick B. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 09, 2023 **What do you like best about NICE CXone?** Versatile IVR system. Pre-built reports make reporting easy, but you have access to vast amount of data if needed, The browser based Max agent is easy for the agents to use. **What do you dislike about NICE CXone?** Workforce management can be a bit confusing to setup and maintain and I would like a application based version of the max agent. Getting support for small issues can be difficult. **What problems is NICE CXone solving and how is that benefiting you?** Nice inContact is a real all in one experience for us. It handles all aspects of our contact center from WFM to Quality Management. ### 21. Works or Doesn't **Rating:** 3.5/5.0 stars **Reviewed by:** Nicole W. | P, Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about NICE CXone?** It is pretty simple and streamlined. There isn't a lot of screen clutter which makes it easy to focus. **What do you dislike about NICE CXone?** I don't like how you can't use any of the extensions in Chrome on the MAX window (it is a locked pop-up) This means my headphones do not work with this software properly. **What problems is NICE CXone solving and how is that benefiting you?** This far I am not aware of any specific problems Nice is solving but they do enable us to operate relatively smoothly. ### 22. inContact was better before NICE got involved **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** September 19, 2023 **What do you like best about NICE CXone?** The reporting can be nice when it works. Our TAM is great, but we literally are paying someone to be our advocate and squeaky wheel to a company we are paying money to for their service. There is so much potential with this product but it has not lived up to expectations. **What do you dislike about NICE CXone?** The support is lacking. It's never their fault. They pass the blame on to everything BUT their system. I wish their support would provide more details on how to troubleshoot and fix something. **What problems is NICE CXone solving and how is that benefiting you?** We thought they could solve for productivity, it is actually worse now. The agents have no faith in the product and it is a morale killer. The extra reporting we didn't have before was great. The WFM is decent. ### 23. Simple and User-Friendly Software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2023 **What do you like best about NICE CXone?** I like how easy it is to use the search engine to find any specific call. The filters you can use in the search are pretty well. I like that you can download calls and the tab that offers you specifications of the recordings. I also like you can hear recordings of the same day, which other software sometimes lacks. **What do you dislike about NICE CXone?** LiveVox classifies calls very well, which is why I think the search engine works efficiently, but it lacks additional tools that assist quality assurance. Other software offers call transcription, dashboards and report generation. **What problems is NICE CXone solving and how is that benefiting you?** LiveVox is mainly providing my company with a call center infrastructure, but for my department (QA) LiveVox is assisting us in finding calls to review. The specifications LiveVox includes such as the time the call was made, how long it was and who made it, are greatly appreciated. ### 24. Streets Ahead **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel J. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 07, 2023 **What do you like best about NICE CXone?** a wealth of features and functionality, new supporting products launched often to enhance to the base system **What do you dislike about NICE CXone?** Nothing so far, the product is very competative **What problems is NICE CXone solving and how is that benefiting you?** Solving customer pinch points ### 25. Ease of use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2023 **What do you like best about NICE CXone?** Easy to use/navigate. A lot of funtionality to help solve day to day needs **What do you dislike about NICE CXone?** present moment only dislike is budgetary **What problems is NICE CXone solving and how is that benefiting you?** use platform to conduct QA ro monitor perfromance, ability to have mulit options in phone tree set up **Official Response from Amy Cornelius:** > Thank you for leaving a review! ### 26. Easy to navigate **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 30, 2023 **What do you like best about NICE CXone?** It is a very easy application to navigate. The response on any issues is always immediately addressed and they're always evolving and making the product better. **What do you dislike about NICE CXone?** It can be a little confusing if you're new to the application. I've been using it so long that this isnt much of an issue for me. But I can see where someone new might get lost. **What problems is NICE CXone solving and how is that benefiting you?** It helps us to record our calls for quality assurance and its a very reliable application with the support given. It also holds so many reports to my organization that helps us do our jobs. ### 27. Brilliant CCaaS experience **Rating:** 4.5/5.0 stars **Reviewed by:** Hasan S. | Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 23, 2023 **What do you like best about NICE CXone?** Adaptability of the platform and easy of use **What do you dislike about NICE CXone?** Response time may exceed at some moments **What problems is NICE CXone solving and how is that benefiting you?** Connecting different platforms and providing agent assistance **Official Response from Amy Cornelius:** > We're glad to hear you're enjoying the adaptability and ease of use of NICE CXone. We appreciate you sharing your feedback. ### 28. Great customer journey **Rating:** 5.0/5.0 stars **Reviewed by:** Tomáš S. | Social Media Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about NICE CXone?** Digital tools, customer and client service **What do you dislike about NICE CXone?** I know it is cringe but I can not find any cons about Nice CXone. **What problems is NICE CXone solving and how is that benefiting you?** The NICE CXone is solving almost every task we need.Specifically we have everything in one solution. ### 29. Very solid, concrete data and easy user-friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 06, 2023 **What do you like best about NICE CXone?** I used to enjoy the supervisor mode in inContact - however, there was supposed to be a fix from last June. It would be super helpful to get that fixed so supervisors can live listen while an agent is taking a call without having to reset it after each call. I like best the ability to easily track reports. **What do you dislike about NICE CXone?** I dislike not having the supervisor mode fixed yet. We rely on that alot when training new hires. It works but we have to run back to our desks after each call or the connection is lost. **What problems is NICE CXone solving and how is that benefiting you?** Solves everything for us. WE dont use any other software around customer calls. We are able to queue up calls very easily with skills and can monitor SLAs as we set them up, with ease. ### 30. What can I actually DO with this thing? **Rating:** 1.0/5.0 stars **Reviewed by:** Adam K. | Workforce Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2023 **What do you like best about NICE CXone?** The help icon does help. Wherever you are in the tool, if you click the help button it will take you to the section of the knowledgebase that is most relevant. **What do you dislike about NICE CXone?** You can't forecast for email or chat; you can only forecast for voice! We got this tool under the impression that we'd be able to forecast all our channels. Feels like a bait-and-switch. Reporting for digital (chat and email) is not intuitive at all. We don't trust some of the data - it looks like it's double-counting tickets or something. Prebuilt reports are not helpful - nothing is provided at the interval level. If you enter a range of dates, you'll get a sum for that range. So you have to go to the Report Templates and hope that what you want is somewhere in there, and you have to spend a bunch of time building the report you want. It's been almost six months with this tool and I still have yet to figure out how to get productivity by interval (cases handled, solved, etc.). Other reports just flat-out don't work. For example, the Time Utilization report would be great to see our shrinkage so I can make my forecast more accurate. But it doesn't work! I'm on a Known Issue ticket with at least seven other companies for this specific issue. I'm currently trying to create a forecast in CXone based on the last three months of data, but it's forecasting no volume on Thursdays, Fridays, Saturdays, and Tuesdays. I thought this might be due to holidays, but I updated all my Special Dates, and none fell on a Tuesday. The fact that it's not forecasting anything for a day of the week that has historical data on all past Tuesdays is incredibly frustrating. We meet with our account manager every week. He is nice and helpful, but he's just a middle-man. **What problems is NICE CXone solving and how is that benefiting you?** We wanted an all in one solution. We had one tool for chat, one for email, one for phone. We also had a knowledgebase tool and quality monitoring process that was external to any software. With CXone we would have most of our needs met with one solution. ### 31. NICE CXOne - Best of all your cloud based solutions **Rating:** 5.0/5.0 stars **Reviewed by:** Michael S. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about NICE CXone?** The system is easy to navigate and use. The scripting language is very straight forward and gets better with every release. **What do you dislike about NICE CXone?** Forecasting needs a bit of work for our specific use case, but overall it will work for you. **What problems is NICE CXone solving and how is that benefiting you?** CXOne allows quick deployment for home based and outsourced agents. A simple to use interface cuts training down to hours. ### 32. Extremely easy to operate. Best tool for chat/voice process. **Rating:** 4.5/5.0 stars **Reviewed by:** Syed W. | Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** December 31, 2021 **What do you like best about NICE CXone?** The best part about NICE CXone is it's speedy and without any time delay of even a microsecond. Whatever you type will reflect in the tool immediately. In contrast, the tool we previously used was having a time delay of a few microseconds which was really inconvenient. Apart from that, the real-time monitoring of the transactions/chats is pretty cool. **What do you dislike about NICE CXone?** I do not like the NICE CXone VCC Max that comes as a pop-up window, and we have to work on the window to take chats/calls. It should be something like a separate browser tab instead of a pop-up window because when we click somewhere else on the screen, the window hides. Or it should be like sticky notes **Recommendations to others considering NICE CXone:** 1 - Make the NICE CXone VCC MAX sticky on the screen. The pop-up has to be visible all the time. 2 - Improve sound quality, the notification sound when a chat/call comes **What problems is NICE CXone solving and how is that benefiting you?** We solve e-Commerce related problems for the customers. Basically, on chat/call using NICE CXone, we have conversations with the customers and resolve their issues. After switching to NICE CXone, the average time taken to resolve the problem has reduced tremendously. Thank You, NICE CXone! ### 33. NICE **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah Jane C. | Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** July 06, 2023 **What do you like best about NICE CXone?** This gives us the chance to check and review our schedules from time to time in order for adherence to be followed and take effect and also help time management. **What do you dislike about NICE CXone?** There are times that it lags and runs slowly than the usual or maybe because a lot of agents are accessing it **What problems is NICE CXone solving and how is that benefiting you?** It helps us check our schedules which can be adjusted especially if we we lack headcount for the day in taking phone calls. ### 34. Great Tool, will be better in the future! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2023 **What do you like best about NICE CXone?** It attempts to be a nonstop shop for Customer Contact Center technology to make life easier for the end users. **What do you dislike about NICE CXone?** It's not always fully fleshed out before it's released to it's customers. Many of the external products that combine with it don't speak too well with CXone. **What problems is NICE CXone solving and how is that benefiting you?** How to combine all our tools in one place and under one umbrella. ### 35. Interesting **Rating:** 5.0/5.0 stars **Reviewed by:** Jhona H. | Tier 1 Agent, Small-Business (50 or fewer emp.) **Reviewed Date:** September 01, 2023 **What do you like best about NICE CXone?** I found NICE CXone helpful in a way that Iam no longer going to think or to ask someone on what is my schedule. **What do you dislike about NICE CXone?** in regards of that non, as i can see that this app is helful everytime, **What problems is NICE CXone solving and how is that benefiting you?** It benefits me on saving time ### 36. Good experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2023 **What do you like best about NICE CXone?** ease of use it is easy and to hear the customer **What do you dislike about NICE CXone?** nothing so far I am still training with it **What problems is NICE CXone solving and how is that benefiting you?** helping connect to customers ### 37. Wowsome!! **Rating:** 5.0/5.0 stars **Reviewed by:** Shivani S. | Quality Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** September 01, 2023 **What do you like best about NICE CXone?** It is multitasking tool which help me fetch details in one website **What do you dislike about NICE CXone?** There is none for this tool to be dislikes **What problems is NICE CXone solving and how is that benefiting you?** It is helping me to get h my logs in easy way ### 38. CXOne user **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about NICE CXone?** Ease of reporting and ability to create my own reports **What do you dislike about NICE CXone?** The frequent Outages which causes many disruptions and impacts our SLA **What problems is NICE CXone solving and how is that benefiting you?** Integrated into our systems and ease of reporting. ### 39. Very complex and helpful platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Christofer W. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about NICE CXone?** I like how I can connect with customers on a website that provide us a quick option to accept chats to assist customers the best way possible. NICEcx one , provide us with quick replies and reportings for us to check our metrics and to answer customers with a polite and accurate answer. **What do you dislike about NICE CXone?** I dislike how sometimes The webpage crashes and it doesn't let me accept chats and this chats show as decline. I recommend the website to have more updates to avoid this types of hassles. **Recommendations to others considering NICE CXone:** Consider to update website more often to avoid troubleshooting **What problems is NICE CXone solving and how is that benefiting you?** During the time I have worked in this Walmart customer service account , I have realized that NiceCxone offers a quick and esay way to Connect with customers that need a first contact resolution and assistance to importante problems, the website generates answer for us , to help us with our metrics. ### 40. Great robbust software **Rating:** 5.0/5.0 stars **Reviewed by:** Vikram M. | IT Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 02, 2023 **What do you like best about NICE CXone?** The user-friendly interface is great. Customer service is great. Great call quality. Great Feature set. **What do you dislike about NICE CXone?** Price it can get expensive if storing large amounts of call recordings. **What problems is NICE CXone solving and how is that benefiting you?** Better customer engagement and quality control. Reaching more customers. ### 41. Modern tool to engage and track customers throughout their journey. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Market Research | Enterprise (> 1000 emp.) **Reviewed Date:** May 03, 2023 **What do you like best about NICE CXone?** The use of AI and Robotics built into the tool offers actionable insights. This is a tool that is ahead of the curve and a powerful competitive advantage. It provides a great understanding of customer pain points, **What do you dislike about NICE CXone?** It doesn't have the capability to track, report and measure abandon calls using the dashboard. The chatbot solution uses an external vendor instead of being integrated. They should offer a full one stop solution. **What problems is NICE CXone solving and how is that benefiting you?** Improve the quality of serivice with our customers in a modern way using state of the art technology. ### 42. wonderful **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2023 **What do you like best about NICE CXone?** they have managed to put multiple different ways of contacting us into one software. its like a one stop shop for all your needs. **What do you dislike about NICE CXone?** there isn't really anything that I dont like about NICE. **What problems is NICE CXone solving and how is that benefiting you?** We were able to get rid of all of our physical phones and start using the web which was useful and the call flow goes alot smoother with NICE ### 43. Great experience **Rating:** 4.0/5.0 stars **Reviewed by:** Lisa W. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2022 **What do you like best about NICE CXone?** Our company switched to InContact from a different company and we have seen some night and day differences when it comes to responsiveness and reporting. The supervising portion in particular has been extremely useful for assisting our support agents with calls. **What do you dislike about NICE CXone?** We have had a few system issues. InContact's support team works quickly to resolve issues, but it does seem that when something goes wrong it affects a huge portion of our team. **What problems is NICE CXone solving and how is that benefiting you?** Like I said previously, I've really enjoyed the supervisor portion. This helps me to assist my customer support agents when they're on a call. I can listen in and give the agent live feedback for difficult calls, or I can outright take over the call when necessary. ### 44. Easy to use and effective **Rating:** 5.0/5.0 stars **Reviewed by:** Joshua R. | Team Lead/Operation Supervisor, Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2022 **What do you like best about NICE CXone?** I like IEX since this helps the agents to create the requests by themselves, the interface is great because you can see all the schedules in a timely manner, definitely better than other I had used along my career **What do you dislike about NICE CXone?** As of now, I have not seen all the weaknesses from IEX since it's not been too long since I started using it, when I was an agent everything was pretty accurate and changes were made in real-time **What problems is NICE CXone solving and how is that benefiting you?** Schedule problems, finances, shrinkage, and some others. Is also useful because the plotting process for the business becomes more efficient and the algorithm approves or deny by itself ### 45. Excellent Product and Service **Rating:** 5.0/5.0 stars **Reviewed by:** Jeff G. | President, Mid-Market (51-1000 emp.) **Reviewed Date:** December 20, 2022 **What do you like best about NICE CXone?** The LiveVox platform is both cutting-edge and easy to use. They've integrated all communication channels into one platform, allowing our business to service our consumers through any channel they prefer. **What do you dislike about NICE CXone?** We'd like to see more canned reports reflecting all KPI's. **What problems is NICE CXone solving and how is that benefiting you?** LiveVox continues to provide industry leading technology, which we leverage to communicate with consumers, drive our contact strategies, test new strategies, while remaining compliant with state and federal regulations. ### 46. NICE Deployment to Customer Service **Rating:** 5.0/5.0 stars **Reviewed by:** Raul S. | Senior Project Manager, Center for Informatics, Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2023 **What do you like best about NICE CXone?** The NICE deployment late last year had very few issues thanks to thier excellent project management staff and processes **What do you dislike about NICE CXone?** The transition to a new platform is always stressful **What problems is NICE CXone solving and how is that benefiting you?** Cost savings and removal of legacy hardware on the infrastructure side ### 47. Only good things to say **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan F. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 07, 2023 **What do you like best about NICE CXone?** The best thing about CXOne is its ease of use **What do you dislike about NICE CXone?** I can not think of anything negative to say **What problems is NICE CXone solving and how is that benefiting you?** keeping us in contact with clients ### 48. I had a good experience **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** March 31, 2023 **What do you like best about NICE CXone?** The most helpful is the easy log in usage. This is what I appreciate the most. **What do you dislike about NICE CXone?** The least helpful is having to keep refreshing my page to make sure that I have the most current details. **What problems is NICE CXone solving and how is that benefiting you?** Forecasting. Call volume and reporting. Call maintance ### 49. Reliable IVR application **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 28, 2022 **What do you like best about NICE CXone?** They are very responsive and answer/address issues quickly. I love that the call recordings can be accessed on the cloud or downloaded for audit/review purposes. We've integrated with Salesforce, another area where things worked out well. The application is flexible, works well and is reliable. **What do you dislike about NICE CXone?** The out-of-the-box reports can be improved; they don't usually cover all the areas you'd expect. While the documentation seems adequate, it can be improved for less savvy persons. **What problems is NICE CXone solving and how is that benefiting you?** The Nice application solves IVR contact center needs for the support organization. They are competitively priced, and we feel we are getting good value for the money. ### 50. Love InContact **Rating:** 5.0/5.0 stars **Reviewed by:** Katie W. | Verification Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** January 10, 2023 **What do you like best about NICE CXone?** The ease of use. It's easy to navigate and train. **What do you dislike about NICE CXone?** In all honesly, I can't pick anything I don't like. It's very uncomplicated. **What problems is NICE CXone solving and how is that benefiting you?** Auto-dialer. We spent years manually calling, and to not have that anymore makes a dream come true. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-03+08%3A30%3A44+-0500&secure%5Bsession_id%5D=3ac640ce-c51f-49d6-a9a1-4c70fce3b022&secure%5Btoken%5D=b5ddb33c01570bcc154c22fc5a69c2cdad0402ca300d97e560fd3bcbe4dbc699&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 (2,471 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,468 reviews)