NICE CXone

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone
Score 7.7 out of 10
N/A
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month per user
Pricing
NICE CXone
Editions & Modules
Digital Agent
$71
per month per user
Voice Agent
$94
per month per user
Omnichannel Agent
$110
per month per user
Essential Suite
$135
per month per user
Core Suite
$169
per month per user
Complete Suite
$209
per month per user
Offerings
Pricing Offerings
NICE CXone
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup FeeNo setup fee
Additional Details
More Pricing Information
Community Pulse
NICE CXone
Considered Both Products
NICE CXone
Chose NICE CXone
Pros of NICE when compared to Verint:
1. Better options to manage leaves, schedules and update employee settings, line of businesses etc
2. The managers and supervisors have more powers in terms of scheduling, updating leaves, adherence etc
Chose NICE CXone
Both were great but desktop only supported limited interactions. Nice enlighten AI is more up to date and supports many different channels which is great when your business or company is more robust and utilizes many methods.
Chose NICE CXone
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more …
Chose NICE CXone
We have not had a chance or a need as of yet to review or try any other products like NICE Uptivity.
Chose NICE CXone
I could say that it is compared in a more personal way, since it is not a very well-known tool, many of its functions are for more private teams and for specific organizations.
Chose NICE CXone
NICE inContact is for our soft phone or virtual phone. They have their own functions in our organization. They are both useful and easy to use. Two different functionality but same NICE. Very friendly tools and recommend this two in their platform. NICE software are really …
Chose NICE CXone
While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later …
Chose NICE CXone
It had the best features for the pricepoint.
Chose NICE CXone
Interactive Intelligence
Cisco Express and Enterprise.
Chose NICE CXone
Superior to Verint in its agent self-service options and the ability to get more detailed schedule activity. Strongly compares with aspect. Specific features that work for a given business will separate the best choice.
Chose NICE CXone
inContact blows ININ away (now bought by Genesys systems). ININ requires a lot of money to upgrade, wouldn't do any customization for free, and would not be able to integrate as nice with Salesforce.
Chose NICE CXone
Cosmo had zero support and growth flexibility
Chose NICE CXone

Uptivity by far works better than NICE. I have many issue when trying to pull up calls, locate calls, and evaluate calls within the NICE platform however with the simple logic of Uptivity I never have issues.


Chose NICE CXone
I have used numerous amounts of text analytics, including: Clarabridge, Polyvista, SPSS, and other tools in the past. Attensity was by far the best of the lot. It was a bit pricier than some of the other solutions out there, but if you need a positive return on understanding …
Chose NICE CXone
I hav not used or evaluated any other products.
Chose NICE CXone
We looked at several tools for turning text into data.
The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.
Attensity had taken the approach of including reporting and alerting with their text engine.
Top Pros
Top Cons
Features
NICE CXone
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone
8.1
547 Ratings
3% below category average
Agent dashboard8.8527 Ratings
Validate callers8.2444 Ratings
Outbound response9.1464 Ratings
Call forwarding7.8420 Ratings
Click-to-call (CTC)8.3382 Ratings
Warm transfer8.5500 Ratings
Predictive dialing8.0302 Ratings
Interactive voice response8.9352 Ratings
REST APIs5.7285 Ratings
Call scripts6.0303 Ratings
Call tracking8.4481 Ratings
Multichannel integration8.3343 Ratings
CRM software integration9.3342 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone
7.8
525 Ratings
6% below category average
Inbound call routing7.9485 Ratings
Omnichannel inbound routing7.7354 Ratings
Recording8.3467 Ratings
Quality management7.4452 Ratings
Call analytics8.2460 Ratings
Historical reporting8.5451 Ratings
Live reporting8.3437 Ratings
Customer surveys5.4281 Ratings
Customer interaction analytics8.1299 Ratings
Best Alternatives
NICE CXone
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternatives
User Ratings
NICE CXone
Likelihood to Recommend
8.4
(578 ratings)
Likelihood to Renew
9.5
(24 ratings)
Usability
8.3
(552 ratings)
Availability
3.7
(7 ratings)
Performance
9.2
(7 ratings)
Support Rating
7.8
(5 ratings)
In-Person Training
3.0
(4 ratings)
Online Training
7.0
(5 ratings)
Implementation Rating
8.0
(8 ratings)
Configurability
7.0
(4 ratings)
Ease of integration
7.0
(4 ratings)
Product Scalability
6.7
(7 ratings)
Vendor post-sale
4.4
(5 ratings)
Vendor pre-sale
4.4
(5 ratings)
User Testimonials
NICE CXone
Likelihood to Recommend
NICE Systems
NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
Read full review
Pros
NICE Systems
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
Read full review
Cons
NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
Read full review
Likelihood to Renew
NICE Systems
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
Read full review
Usability
NICE Systems
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
Read full review
Reliability and Availability
NICE Systems
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Read full review
Performance
NICE Systems
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Read full review
Support Rating
NICE Systems
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Read full review
In-Person Training
NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
Read full review
Online Training
NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
Read full review
Implementation Rating
NICE Systems
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
Read full review
Alternatives Considered
NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
Read full review
Scalability
NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
Read full review
Return on Investment
NICE Systems
  • CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization.
  • With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients.
  • The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion.
Read full review
ScreenShots

NICE CXone Screenshots

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.