NICE CXone Reviews & Product Details

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

Seller

NiCE

Discussions

NICE CXone Community

Languages Supported

Arabic, Bulgarian, Czech, Danish, German, Greek, English, French, Croatian, Indonesian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Chinese (Simplified), Chinese (Traditional)

Solution Type

All-in-One

Overview by

Amy Cornelius

Pricing

Pricing provided by NiCE CXone.

CXone Omnichannel Suite

Starting at $110.00

1 Agent Per Month

CXone Essential Suite

Starting at $135.00

1 Agent Per Month

View More Pricing Information

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User Insights

Average based on 1730 real user reviews.

Implementation Time

3 months

Perceived Cost

$$$$$

Typical contract price

$0k - $0k

Per Month

NICE CXone Integrations

(2)

Integration information sourced from real user reviews.

G2 reviews are authentic and verified.

Here's how.

Verified User in Alternative Dispute Resolution

Small-Business (50 or fewer emp.)

3/20/2025

"Great automation system for customer service purposes"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone

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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!

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

9/2/2024

"Not a pleasant experience"

1/5

What do you like best about NICE CXone?

The ease to integrate via API to other application. Review collected by and hosted on G2.com.

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 conducive for Asian countries. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone

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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.

Chris B.

Customer Service Center Director

Mid-Market (51-1000 emp.)

6/27/2024

"Outstanding Platform"

4.5/5

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. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

Some of the backend programming 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. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone

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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.

Juan G.

Reservations Agent

Mid-Market (51-1000 emp.)

10/18/2024

"Great optimization platform"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

Everything was smooth and works perfectly fine for me Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone

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Thank you for sharing that you find our support commendable and our resources helpful. Your feedback is appreciated!

James W.

Enterprise (> 1000 emp.)

5/14/2024

"25 years in Contact Centers choose NICE CXone for the past 10 years"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone

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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!

Verified User in Human Resources

Small-Business (50 or fewer emp.)

11/5/2024

"Great interconnectivity and Service"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

The learning curve to teach how to use the software is high. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone

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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.

Nicole Geraldine D.

Quality Coordinator

Enterprise (> 1000 emp.)

10/18/2024

"NICE CXone"

5/5

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 Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

Sometimes the application in windows get glitches and frezees itself Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone

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Thank you for taking the time to share your experience with NICE CXone Mpower!

Ishara B.

Customer Service Manager

Mid-Market (51-1000 emp.)

10/9/2024

"Perfect for organized use"

3.5/5

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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone

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We appreciate your input and are pleased to hear that NICE CXone is helping you achieve faster communication and resolution times with customers.

Verified User in Wholesale

Mid-Market (51-1000 emp.)

2/6/2025

"Nice Mpower review"

2.5/5

What do you like best about NICE CXone?

automating customer service is nice and the function is decent. Review collected by and hosted on G2.com.

What do you dislike about NICE CXone?

its not easy to learn or use. better training is needed. Review collected by and hosted on G2.com.

Response from Amy Cornelius of NiCE CXone

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We apologize for any difficulties you've experienced with learning and using our platform. We are constantly working to improve our training resources.