Name: NiCE CXone
Rating: 4.7 (555 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

Data Analyst

3B - 10B USD, Finance (non-banking)

FAVORABLE

“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

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

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,

Voice Call Quality

The staff you will encounter within the NICE team is beyond knowledgeable about their product and even more confident in its ability. There is a wealth of resources and team member from the TAM (technical account manager) to the IM (Implementation Manager), and everyone in between is able to quickly gather additional resources when necessary. The ease of use and accessibility. In addition, the increases in efficiencies and the ability to continually optimize process is outstanding! Working through 3 different LOBs to bring NICE technology on during a global pandemic was challenging, but the implementation team has made this transition seamless and smooth! Bridging any training gap due to working remotely was practically diminished due to the knowledgeable and confident staff at NICE. Each module brings a fuller picture of how our company uses (and needed) this technology platform to enhance our customer experience. Our Users are happier having a one stop shop for their daily role, and our Leadership team can check adherence, stats, QA and coaching all from one easy to use platform. In addition, the fact that Admins can get trained and efficient in Studio Scripting allows the business unit to self-serve and be the master of its own fate so to speak. Being able to effectively optimize process on a moment's notice is pivotal to brining in new enhancements.

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.

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.

There has been nothing we have come up against that is worthy of a dislike. Any opportunity we have found while working in discovery, development, or even after launch was met with resources, teamwork and partnership in finding the best solutions for our company!

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Peer Discussions

NiCE CXone Reviews and Ratings

Recommended Gartner Insights

1B-10B USD

Finance (non-banking)

Review Source

A powerful, supportive, and transformative platform backed by exceptional expertise

Data and Analytics Manager

50M-1B USD

Healthcare and Biotech

Have No Fear....NICE CXone is Here!

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

Long-Term Experience Reveals ROI and Ease of Use With NiCE Technologies

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

A Strong Workforce Management Platform That Continues to Improve

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.

VP, Operations

Insurance (except health)

Integrated Communication Tools Enhance Operations but Slow Support Resolution Persists

4.0

Dec 22, 2025

We love the features that CXone provides for us on daily basis (and make our ability to do work easier), but at times, the customer support takes weeks to resolve bugs that our teams are encountering.