Name: NiCE CXone
Rating: 4.7 (553 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

CONTACT CENTER LEAD

<50M USD, Services (non-Government)

FAVORABLE

“Ease of Use Praised While Support Process Raises Concerns for Telephony Service”

5.0

Nov 17, 2025

NICE CXone Mpower has been a great for us as our telephony system for 211.

There are no reviews in this category.

CRITICAL

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

Reviewer Insights for: NiCE CXone

NiCE CXone Likes & Dislikes

I like that it is reliable, customizable, and fairly easy to use.

The customer service is top notch. Allows different teams from different departments to co-ordinate quicker and more effectively.

Managers and agents can access features on the go via mobile devices

I do think that having Technical Account Managers that are not able to make changes that are necessary is a little redundant. I do like our TAMs and they are helpful, but if I am needing something and they simply tell me to call Professional Services on Demand, then it feels like I don't need a TAM sometimes.

Initially it was slow and lagged but once up and running it became smoother. More colour would help as display and layout is quite basic. It would help to have a customer service based in the UK or local.

Can be expensive, especially for smaller organizations or those with limited budgets

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Peer Discussions

NiCE CXone Reviews and Ratings

Recommended Gartner Insights

Market Guide for Customer Service Knowledge Management Systems

<50M USD

Services (non-Government)

Review Source

Ease of Use Praised While Support Process Raises Concerns for Telephony Service

NON CLINICAL MANAGER

Healthcare and Biotech

Improved Coordination Across Departments Offsets Early Performance and Design Issues

4.0

Nov 5, 2025

It has helped dramatically with consolidating many of the previous systems all into one place. This has allowed us to scrap the use of physical telephones for hundreds of advisors. Some teething issues, running slow, but feedback has helped with improvements

ADMINISTRATIVE COORDINATOR

Real-Time Insights Enable Better Decisions Yet Price Remains a Barrier

Jan 12, 2026

Provides actionable insights for better decision making and improved service levels