--- 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: '2026-07-12' 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 value the **intuitive interface** of NiCE CXone, which simplifies onboarding and enhances user experience significantly. (29 reviews) - Users value the **intuitive interface and powerful features** of NiCE CXone, enhancing both employee training and customer service. (21 reviews) - Users value the **efficiency** of NiCE CXone, highlighting its intuitive interface and powerful tools for streamlined operations. (20 reviews) - Users value the **intuitive interface** of NiCE CXone, making it easy for new employees to adapt quickly. (16 reviews) - Users appreciate the **intuitive interface** of NiCE CXone, making it easy for new employees to navigate and utilize. (13 reviews) - Customer Support (11 reviews) - Customization (11 reviews) - Users value the **intuitive and easy-to-navigate user interface** of NiCE CXone, enhancing communication and efficiency. (11 reviews) - Easy Integrations (10 reviews) - Call Management (9 reviews) **What users dislike:** - Users report frequent **call issues** with NiCE CXone, including dropped calls and difficulties in changing agent status. (12 reviews) - Users experience **technical issues** including lag, crashes, and outages, impacting training and service level agreements. (11 reviews) - Users are frustrated with the **missing features** in NiCE CXone, hindering training and quality assurance processes. (10 reviews) - Users report **poor customer support** in NiCE CXone, facing challenges in reaching out and receiving timely assistance. (10 reviews) - Users experience **delays** in information and support responses, which makes using NiCE CXone frustrating at times. (8 reviews) - Users find the **learning curve challenging** , indicating the need for improved training and better support during implementation. (8 reviews) - Users report a frustrating **slow loading** issue with NiCE CXone Mpower, leading to significant delays in functionality. (8 reviews) - Users express frustration over **unreliable call functionality** in NiCE CXone Mpower, including dropped calls and display issues. (7 reviews) - Complexity (7 reviews) - Difficult Learning (7 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. ## 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/nice-cxone-review-10912511?section=pricing&secure%5Bexpires_at%5D=2026-07-12+20%3A10%3A35+-0500&secure%5Bsession_id%5D=507505bd-5635-4dcd-b961-4f52b72a41e7&secure%5Btoken%5D=0ea1079b5570fb57b02d4f9f03b651d743ada42aa01587f9129301b869d36702&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 (2,439 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (599 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,466 reviews)