Name: NiCE CXone
Rating: 4.7 (554 reviews)

Overview

Product Information on NiCE CXone

Updated 10th February 2026

What is NiCE CXone?

CXone is a cloud-based, AI-powered software that offers a suite of contact center solutions designed to support omnichannel interactions, workforce engagement, and analytics. The software provides features such as automatic call distribution, interactive voice response, digital channel management, and real-time reporting. CXone enables organizations to manage customer communications across multiple channels including voice, chat, email, and social media. It supports agent performance tracking and quality management, aiming to optimize customer experience and operational efficiency in customer service environments. Organizations use CXone as a unified platform to address customer inquiries, streamline workflows, and monitor service metrics.

Overall experience with NiCE CXone

VP, Customer Service and Support

<50M USD, Banking

FAVORABLE

“Balancing Innovation With Customer Support Remains Ongoing for Service Teams”

4.0

Nov 3, 2025

Overall the experience has been good. We've had the kinds of challenges any large vendor implementation is prone to-- staff turnover, product changes, sales promises versus operational reality. The NICE team is committed to making it right when they have a service issue, and for the most part we are very happy with our purchase. We purchased many of the CXOne Mpower suite modules.

IT Manager

30B + USD, Telecommunication

CRITICAL

“Voice Call Quality Praised, Yet Troubleshooting Support and NOC Control Lacking”

3.0

Apr 29, 2026

I am satisfied with the product´s core functionalities and with the local integrator, but dissastisfied with suport and NOC monitoring

Badges

Gartner Peer Insights recognizes vendors who meet or exceed both the market average Overall Experience and the market average User Interest and Adoption score through a Customers’ Choice distinction.

For Market:
Contact Center as a Service

About Company

Company Description

NICE Ltd. is a global technology company specializing in customer experience management software. NiCE provides one AI platform to transform customer experience at scale. Smarter AI, Better experiences. One platform. NiCE powers every interaction helping enterprises deliver consistent, scalable, and meaningful CX at every point of engagement.

Company Details

Company type

Public

Year Founded

1999

Head office location

Hoboken, United States

Number of employees

5001 - 10000

Website

http://www.nice.com

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Key Insights

A Snapshot of What Matters - Based on Validated User Reviews

User Sentiment About NiCE CXone

Reviewer Insights for: NiCE CXone

Performance of NiCE CXone Across Market Features

NiCE CXone Likes & Dislikes

I like that CXOne is very forward thinking, always enhancing and improving. Our teams love AutoSummary which is a newer offering we've implemented that automates note taking. The flexibility of routing via Studio scripting is another big plus. However, you do need to put staff into this effort and support them with training. We love their Interaction Analytics product and the dashboards.

Voice Call Quality

What I like most about NICE CXone Mpower is how intuitive and comprehensive the platform is. It brings together powerful analytics, easy to use tools, and meaningful insights that help drive performance and decision-making. The interface is clean and straightforward, which makes navigating the system smooth even for new users. Beyond the technology itself, the continuous learning opportunities and sense of community stand out. The Mpower courses, discussions, and shared expertise create an environment where users can constantly grow and refine their skills. That combination of smart design, rich learning, and strong community truly elevates the entire experience,

I do not think their training program is adequate. Their self-paced curriculum in the Dojo is often outdated and not adequate to teach the connections and intricacies of a complex system. Their live training is uneven. We've had some really good trainers and a couple of duds. However, they were responsive and pulled the trainers we were dissatisfied with and gave us a new one that was excellent. The other thing, which is a pro and a con, is how quickly things are changing. They are adapting to new technology-- particularly AI-- which is good. But when you expend CapEx dollars on a project, you have to have return, and you aren't going to spend $ again when a next new shiny thing comes along right after you just finished implementing. They have to figure out how to make current customers whole when the new thing comes along and replaces the prior product or item.

The qualit and posture of the support when troubleshooting issues that impact the business, especially intermittnet problems or those that do not cause a full environment outage. Nice NOC do not have fukk visibilty of the environment nor effective change management controls. In additionm the engineering teams and level 3 support refuse to angage directly with customer, which delays analysis and results in incomplete or insufficient responses. In practice, effective support is only achieved after executive escalation with the vendor, both locally in Brasil and internationally.

While the platform is strong overall, there are occasional moments where certain features feel a bit complex at first. However, the learning resources and support team usually help overcome those challenges quickly.

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NiCE CXone Reviews and Ratings

4.7

(554 Ratings)

Rating Distribution

5 Star: 62%
4 Star: 30%
3 Star: 7%
2 Star: 1%
1 Star: 0%

Customer Experience

Evaluation & Contracting

4.5

Planning & Transition

4.8

Delivery & Execution

4.5

Integration & Deployment

4.5

Service & Support

4.5

Product Capabilities

4.6

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VP, Customer Service and Support
<50M USD
Banking
Review Source
Balancing Innovation With Customer Support Remains Ongoing for Service Teams
4.0
Nov 3, 2025
Overall the experience has been good. We've had the kinds of challenges any large vendor implementation is prone to-- staff turnover, product changes, sales promises versus operational reality. The NICE team is committed to making it right when they have a service issue, and for the most part we are very happy with our purchase. We purchased many of the CXOne Mpower suite modules.
Data Analyst
1B-10B USD
Finance (non-banking)
Review Source
A powerful, supportive, and transformative platform backed by exceptional expertise
5.0
Feb 23, 2026
My overall experience with nice NICE CXone Mpower has been outstanding which is why I confidently rated it at 5 the platform has proven to be incredibly useful and impactful in my daily work offering both the functionality and depth needed to support our quality initiatives what truly stands out is the strength of the Mpower community its supportive collaborative and full of knowledgeable professionals who are always willing to share insights and best practices the learning resources provided through in power have been invaluable in guiding me through the tools capabilities and helping me take full advantage of its features in addition the staff at NICE have consistently gone above and beyond to offer guidance answer questions and ensure I'm set up for success their responsiveness and genuine investment in user success make a real difference overall it's been a winning experience in the combination of a powerful tool strong community and exceptional support sets NICE CXone apart
Data and Analytics Manager
50M-1B USD
Healthcare and Biotech
Review Source
Have No Fear....NICE CXone is Here!
5.0
Dec 23, 2025
Every aspect of the NICE CXOne product has been top notch! We have been working with the NICE CXone team for over 2 years and the continued partnership has been an amazing resource. This partnership has allowed us to continue with additional products and services to become an even stronger company for our customers. As we continue to bring on additional modules, it is evident how 1st class this product and its employees are! Anyone who has seen NICE CXone in action would know that this software is top in its market and continually improving on best in class.
IT Associate
50M-1B USD
Healthcare and Biotech
Review Source
Long-Term Experience Reveals ROI and Ease of Use With NiCE Technologies
5.0
Feb 19, 2026
Through our primary VoIP vendor, we have partnered with NiCE and utilized their technology solutions for the past 8 years. Our relationship with NiCE has been nothing short of spectacular!
Customer Service & Support Associate
10B+ USD
Travel and Hospitality
Review Source
A Strong Workforce Management Platform That Continues to Improve
5.0
Feb 24, 2026
Overall, our experience has been good. The platform handles our Workforce Management needs pretty well, especially scheduling and reporting. It's helped cut down on some manual work and given supervisors and frontline employees better visibility into schedules. There was definitely a learning curve in the beginning, and some adjustments along the way, but once things were set up and people got comfortable with it, it's been steady and reliable. We've also seen consistent updates, which shows the product continues to improve over time.

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