NICE CXone Mpower

I am currently not using NICE CXone , but in previous projects, I implemented NICE CXone  into one of my projects.

I implemented NICE CXone with our Service Cloud  within Salesforce  where sales agents and service agents could get calls directly from the softphone inside Salesforce  and could see all related contact, case information, and account information while providing answers to their respective customers over the call.

I integrated NICE CXone with our Service Cloud  Omni-Channel. The use case was that whenever users were facing problems while ordering into the Experience Cloud, they had the ability to call the call center. Automatically when they were calling, using the connector and the softphone inside Omni , agents could take their calls and on behalf of those customers, after call validation and speech validation, they could place orders on behalf of the customers, saving a lot of time and helping them in real time without worry about security constraints.

NICE CXone is very useful for our company because it provided us with live dashboards on all incoming calls and cases coming through NICE CXone, and the configuration, blending rules, and call waiting process setup are much easier.

NICE CXone has evolved considerably, and there are many cool features implemented in recent times. One of the key features is identifying and voice verification, which I really appreciated. Agents did not have to manually ask for first name, last name, and spend many minutes just to verify customers. This feature is definitely going to help because agents can now focus on direct troubleshooting rather than focusing on who is making the call without any worry.

After introducing NICE CXone to our workflows, we are seeing faster resolution of all open cases and shorter resolution time and shorter waiting time, which we had problems with previously.

Based on my last conversation with our customer, we were able to save approximately 23% of resolution time. Service agents were optimized to get those calls without worrying. It was a huge improvement for us.

I did not use its AI capability as much because at that time NICE CXone did not have AI capabilities. It was back in 2021 when I implemented NICE CXone.

As I mentioned, at that time we did not have this AI capability, so I cannot comment on this question.

I have been working with the Salesforce ecosystem for the past 13 years, so I have quite a bit of experience now.

It performed well with our volume, and I did not find any issues at that time.

It was a great conversation with customer support. Whenever we had any issue, they were proactive, prompt, and provided us with timely resolution.

We were using Avaya, and since we had a lot of challenges with utilizing Avaya, we went with NICE CXone.

To be honest, it was a leadership decision and I was not the decision maker at that time.

There was nothing major.

It was smooth. We had a dedicated product team who was very efficient and helpful.

We saw improvement in all these metrics. In terms of money, we were down by 12%. For employees, we were able to utilize more of their time, which was being wasted. Time was a huge improvement of around 23% resolution, as I mentioned.

I do not have any specific feedback to share because I am no longer implementing it. We have a rival product for our current company, but NICE CXone has some cool implementation and features which I would like to adopt and hope we can use this product for our current company as well.

My current company does not use NICE CXone. We are using a rival company product. In our previous company, we were also a customer.

I would strongly recommend NICE CXone to any future company looking for contact center related applications.

I really appreciate the product capabilities and it was well aligned with our use case. I provided this review with a rating of 9 out of 10.

My main use case for NICE CXone  is contact center as a service. A specific example of how I use NICE CXone  in our contact center operations is that we have IVRs that customers call into on the voice channel and are directed through.

NICE CXone helps manage and improve the routing process for my team by providing multiple options for targeting specific agents through routing attributes and skills.

NICE CXone has impacted my organization positively by empowering managers, team leaders, and supervisors to be more autonomous and to proactively manage their team in real time.

Managers and team leaders use NICE CXone to manage their teams in real time with tools including the supervisor tool, the real-time dashboards, and the Performance Management modules, which are all very impactful for real-time management.

The best features NICE CXone offers include a robust scripting tool, many channels with easy integration, and industry-leading peripheral products including Workforce Management , Quality Management, and Performance Management.

These features, including robust scripting, easy integration of many channels, and the workforce and quality management tools, are all very important.

I believe there could be improvements in NICE CXone, specifically in release planning.

It is not unusual for a release to either cause an outage or have to be rolled back, and I would appreciate seeing their R&D team exercise more diligence in this area.

I have been using NICE CXone for six years.

I find that NICE CXone is stable, although there are end-user and customer-facing issues with outages occurring approximately once every six months.

NICE CXone's scalability is easy to scale.

The customer support is good. However, I believe the support engineers team is an area where I would appreciate improvements, but my TAM is great, so it is balanced overall.

I would rate the customer support as an eight on a scale of one to ten.

I previously used Cisco's UCCX on-premises solution. I decided to switch from Cisco UCCX to NICE CXone because we needed to move into the cloud, and we conducted a comparison of the top five CCaaS  products, with NICE scoring above all others.

I do not believe there has been a huge ROI in terms of cost savings.

Rather, we have avoided losing customers because we had a poor system before, and we are now able to retain our high-value customers because we can communicate with them and respond to their needs quickly.

My experience with pricing, setup cost, and licensing is somewhat irrelevant because we are sold through Verizon rather than directly from NICE.

Before choosing NICE CXone, I evaluated other options including Cisco's cloud platform and other vendors, though I do not recall all of the companies we assessed.

My advice to others looking into NICE CXone is to ensure you are buying it directly from NICE because having someone else's price book complicates matters.

I would also recommend that you fully explore all of the additional products or modules that you will want to add and obtain licensing costs upfront so you understand what you are investing in, which will provide you a sense of how much additional or new products in the future will cost.

I rate this product nine out of ten overall.

My main use case for NICE CXone  is all inbound and outbound telephony for scheduling new patients for their visits.

NICE CXone  has impacted my organization positively in that it was a great initial platform to launch from, but it did not keep up with everything that we needed, so I had to transition away. NICE CXone was a good initial platform because it helped us from a bare-bones patient outreach standpoint, but we did not get the support we needed, and the user interface was very limited regarding what we could do with it.

Regarding the features, the user interface and knowledge base were pretty good. The user interface and knowledge base helped me learn the system itself, but there are many issues back and forth that from a support standpoint really left a bad taste in my mouth.

What did not work well for me with NICE CXone is that CX1 was actually the back end, and we were leveraging RingCentral as the telephony platform main user interface. I ran into many issues with data integrity, forecast accuracy, cross-skilling and cross-utilization of agents, and net staffing reports. Everything was broken, and we are actually going to work to transition away from CX1.

I believe NICE CXone can be improved by catching up with the artificial intelligence world of agentic AI, agent assist, or anything else that would help it reach where it should be in 2026. I feel it is very dated and limited in regard to what it could do.

Regarding NICE CXone's artificial intelligence capabilities, I think it has zero governance and security because the solution that we had had no artificial intelligence.

I have been using NICE CXone for about sixteen months.

In my experience, NICE CXone is not stable because it has outages once every couple of months or so.

I would say NICE CXone's scalability is pretty good from a user interface standpoint and user experience standpoint, but we just need to have the right people on the call to get it done right the first time.

The customer support for NICE CXone leaves much opportunity because we were navigating a relationship between NICE CX1 and RingCentral, and there was much pointing fingers at the other regarding where support or issues originated, which was a cause for much tension.

I previously used a different solution before NICE CXone. The team that I joined was launched on NICE CX1, but I myself have worked with Verint, Blue Pumpkin, NICE's IEX, Five9 , and many others.

My experience with pricing, setup cost, and licensing for NICE CXone is that for the money, it was very nickel-and-diming. I felt if they had negotiated better rates, it would have been better, but it was not the best from an expense standpoint. I was not present when we onboarded and brought in CX1.

My advice to others looking into using NICE CXone is to have a true, good vision of what your current state looks like, but also read the indicators and understand what you will need in the future, because I felt there were many gaps regarding contract negotiated rates. I gave NICE CXone a rating of seven out of ten.