Customization
The ability to customize on the NICE CXone platform is like non others
Starting at $71 per month per user
View Pricing Overview
What is NICE CXone?
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.
Learn from top reviewers
NICE CXone is an amazing solution
Rating: 8 out of 10
July 16, 2024We had a non scalable solution call center software with under performing solutions.
NICE CXone - The best decision our company has made
Rating: 10 out of 10
July 15, 2024We use NICE CXone as our main communication channel with our customers. We use the phones, chat and emails. The platform makes it easy to spin up remote contact centers depend...
Michael Swanson
Administrator - Information Technology
System Administrator
Houdini Inc
5 years of experienceNICE CXone.
Rating: 10 out of 10
March 1, 2024We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, chat, voice, and surveying with ECHO an...
Verified user
Consultant
2 years of experienceVerified user
Executive
6 years of experienceNice CXone - Exceptional Call Center Platform
Rating: 9 out of 10
February 26, 2024We currently use NICE CXone in our call centers who handle calls from our external customer. We also use it for our internal Service Desk. We have several different call cente...
Verified user
Executive
3 years of experienceNice CXone Features and Value.
Rating: 8 out of 10
February 20, 2024CXone's
omnichannel capabilities enable seamless integration of multiple communication
channels, ensuring consistent customer experience across all touchpoints. This
allows us...
Gary Shadders
Analyst - Information Technology
Sr. Business Systems Analyst
Enlyte
4 years of experienceInfinite Reporting & Timely delivery
Rating: 10 out of 10
November 25, 2023We use NICE CXone for scheduling and integrated with Call Center Technologies to leverage in-call metrics. It is also integrated into the CRM for agents to view scheduling wit...
Great product with great features
Rating: 9 out of 10
November 17, 2023My organization uses NICE CXone for our sales and support agents. I lead a highly escalated customer support team and my agents need to be able to quickly answer calls and hav...
Verified user
Supervisor
2 years of experienceThanks for being a NICE partner and offering a great platform!
Rating: 10 out of 10
August 23, 2023We use NICE CXone (user hub) for ACD/IVR, WFM for productivity, and Quality Central for analytics(recorded data). We migrated our phone system from traditional analog, DTMF (e...
Glitches galore
Rating: 3 out of 10
August 23, 2023We use Nice Cxone as our webbased telephony system to answer calls for our suicide Hotline. Using this system helped us upgrade from using landlines and allows us to take call...
Verified user
Manager
1 year of experienceNICE CXone Review
Rating: 9 out of 10
August 23, 2023We use the service to handling incoming patients, follow up with our patients and address appointment scheduling, questions or concerns. We use the Omni-channel platform. We h...
Verified user
Director
5 years of experienceNice in the name of Nice :)
Rating: 10 out of 10
August 23, 2023We have a large number of customers all over the world and build a customer service call center in Nice for taking orders from clients which is very helpful and the support th...
Mohaideen Abdul Kadar M
Analyst - Professional Services
Help Desk Technician
Brambles
3 years of experienceGreat tools for Better Decisions
Rating: 9 out of 10
August 23, 2023Our department handles all inbound contacts for the company. We not only use the phone, email and chat services but also workforce management and quality management. These too...
CXone product review
Rating: 9 out of 10
August 23, 2023We use it for our Engagement Center where we interact with different healthcare companies.
Verified user
Engineer
10 years of experience
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How NICE CXone Differs From Its Competitors
Awards
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Reviewer Pros & Cons
Pricing
Digital Agent
$71
Cloud
per month per user
Voice Agent
$94
Cloud
per month per user
Omnichannel Agent
$110
Cloud
per month per user
Entry-level set up fee?
- No setup fee
For the latest information on pricing, visithttps://www.nice.com/websites/pricing/
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $71 per month per user
Product Demos
NICE | Show Me the Demo
www.nice.com
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
What is NICE CXone?
NICE CXone empowers brands to deliver the ultimate customer experience on one interaction-centric platform with rich CX capabilities and an AI purpose-built for CX.
NICE
CXone is a cloud platform with native applications for ACD/IVR, omnichannel
routing, workforce engagement management, knowledge management, digital and
self-service channels, interaction analytics, and AI models for automation and
continuous improvement.
With
NICE CXone, organizations can orchestrate every type of interaction—from voice
and digital messaging to chatbots and social media—and deliver AI-driven
experiences with Enlighten, proprietary AI developed specifically to optimize
CX.
NICE CXone Features
Contact Center Software Features
- Supported: Agent dashboard
- Supported: Validate callers
- Supported: Outbound response
- Supported: Call forwarding
- Supported: Click-to-call (CTC)
- Supported: Warm transfer
- Supported: Predictive dialing
- Supported: Interactive voice response
- Supported: REST APIs
- Supported: Call scripts
- Supported: Call tracking
- Supported: Multichannel integration
- Supported: CRM software integration
- Supported: Automatic speech recognition (ASR)
- Supported: Natural language processing for IVR
- Supported: Communications forecasting
Workforce Optimization (WFO) Features
- Supported: Inbound call routing
- Supported: Omnichannel inbound routing
- Supported: Recording
- Supported: Quality management
- Supported: Call analytics
- Supported: Historical reporting
- Supported: Live reporting
- Supported: Customer surveys
- Supported: Customer interaction analytics
Omnichannel support Features
- Supported: Email
- Supported: Voice (phone)
- Supported: VoIP
- Supported: SMS/Text
- Supported: Video channel
- Supported: Live chat channel
- Supported: Co-browse
- Supported: Screen-share
- Supported: Social media channels
- Supported: Mobile applications
Predictive Analytics Features
- Supported: Intelligent call routing
- Supported: Chatbots
- Supported: AI assistance for live agents
NICE CXone Screenshots
NICE CXone Video
NICE CXone Integrations
NICE CXone Competitors
NICE CXone Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | North America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa |
| Supported Languages | Bulgarian, Chinese Simplified, Chinese Traditional, Croatian, Czech, Danish, Dutch, English, Egyptian Arabic, French, German, Greek, Indonesian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Saudi Arabic, Spanish, Swedish, Thai |
NICE CXone Downloadables
Frequently Asked Questions
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.
NICE CXone starts at $71.
Reviewers rate Agent dashboard and Outbound response and Interactive voice response highest, with a score of 9.4.
The most common users of NICE CXone are from Enterprises (1,001+ employees).
Comparisons
Compare with
Reviews and Ratings
(842)Reviews
(1-25 of 580)Companies can't remove reviews or game the system. Here's why
NICE CXone is an amazing solution
Rating: 8 out of 10
July 16, 2024
NE
Vetted Review
Verified User
10 years of experience
We had a non scalable solution call center software with under performing solutions.
- Ongoing support
- Solutions for scaling
NICE CXone - The best decision our company has made
Rating: 10 out of 10
July 15, 2024
MS
Vetted Review
Verified User
5 years of experience
We use NICE CXone as our main communication channel with our customers. We use the phones, chat and emails. The platform makes it easy to spin up remote contact centers depending on our needs. It is also easy to use, and easy to train on, which in turn makes our trainers happy.<br>
- Intelligent Call Routing
- Automation
- Customization
NICE CXone.
Rating: 10 out of 10
March 01, 2024
Verified User
Vetted Review
Verified User
2 years of experience
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, chat, voice, and surveying with ECHO and now with Feedback Management. We use it to provide services to many customers in many fields, and NICE CXone is almost always the go-to solution we pitch.
- Great Admin tool to handle the customer's agents and group them according to access levels.
- Intuitive IVR programing using Studio.
- An excellent use of analytics allows our customers to identify trends and anticipate their needs.
NICE is Great!
Rating: 8 out of 10
February 29, 2024
Verified User
Vetted Review
Verified User
6 years of experience
Omnichannel support and outbound autodialer.
- Support is fairly quick.
- They offer multiple solutions to meet various needs.
- Self service through the product is amazing.
Nice CXone - Exceptional Call Center Platform
Rating: 9 out of 10
February 26, 2024
Verified User
Vetted Review
Verified User
3 years of experience
We currently use NICE CXone in our call centers who handle calls from our external customer. We also use it for our internal Service Desk. We have several different call centers with different ACD call flows.
We switched to NICE CXone approximately 2 and a half years ago to have a consolidated platform for our call centers and to drive cost savings by having a single cloud-based platform.
We switched to NICE CXone approximately 2 and a half years ago to have a consolidated platform for our call centers and to drive cost savings by having a single cloud-based platform.
- Up-Time - NICE CXone is a very stable platform with minimal outages or performance issues
- Ease of Use - NICE CXone is easy to set-up and manage users. It's also very easy to set-up up call flows, change call flows, update holiday hours, etc. Day-to-day system maintenance is very easy
- Training - NICE CXone offers training documentation and videos that are very intuitive and easy to use.
Nice CXone Features and Value.
Rating: 8 out of 10
February 20, 2024
GS
Vetted Review
Verified User
4 years of experience
CXone's
omnichannel capabilities enable seamless integration of multiple communication
channels, ensuring consistent customer experience across all touchpoints. This
allows us to manage high call volumes effectively while catering to
diverse customer preferences.
Secondly,
CXone's advanced analytics tools provide valuable insights into customer
interactions, agent performance, and operational efficiency. By analyzing data
at scale, we are able to identify trends, anticipate customer needs, and
optimize processes to enhance our Agent and Supervisor/Manager productivity as well as customer satisfaction.
- Data and reporting options are numerous.
- They are constantly advancing their available technologies.
- The user interface is very intuitive.
Infinite Reporting & Timely delivery
Rating: 10 out of 10
November 25, 2023
KA
Vetted Review
Verified User
12 years of experience
We use NICE CXone for scheduling and integrated with Call Center Technologies to leverage in-call metrics. It is also integrated into the CRM for agents to view scheduling with-in Salesforce. It is also used to create metric reports for call center management and agent coaching. NICE CXone provides insights into the call flow of agents, in bound or outbound analysis of agent call volume is helpful when determining what are the agents barriers. The reports are easily expanded to allow for specific information or it can be generalized to get the big picture of the agents performance.
- Agent Metric Reporting
- Time Management
- Schedule Swapping
Great product with great features
Rating: 9 out of 10
November 17, 2023
Verified User
Vetted Review
Verified User
2 years of experience
My organization uses NICE CXone for our sales and support agents. I lead a highly escalated customer support team and my agents need to be able to quickly answer calls and have clear connections in order to understand customer concerns. We often need to place customers on hold and make other calls on their behalf while still being able to check in with our customer. NICECXone has been very useful with our day to day case load.
- Clear connections
- Easy to use interface
- Easy access to data
Thanks for being a NICE partner and offering a great platform!
Rating: 10 out of 10
August 23, 2023
KJ
Vetted Review
Verified User
5 years of experience
We use NICE CXone (user hub) for ACD/IVR, WFM for productivity, and Quality Central for analytics(recorded data). We migrated our phone system from traditional analog, DTMF (extension-based routing) to digital IVR services via NICE CXone. It has helped us integrate data into/from multiple sources like CRM, Speech, and HR apis. With this migration, our reporting is simplified, agent productivity has increased, and we are working on embedding quality in all customer interactions. Overall NICE CXone has met our needs and also helped us in improving customer satisfaction.
- Interactive Voice Response
- Automatic speech recognition
- Reporting
Glitches galore
Rating: 3 out of 10
August 23, 2023
Verified User
Vetted Review
Verified User
1 year of experience
We use Nice Cxone as our webbased telephony system to answer calls for our suicide Hotline. Using this system helped us upgrade from using landlines and allows us to take calls o nthe computer. We are a 24/7 hotline and use this system for our 10,000 plus calls a year
- records and keeps calls
- the system is fairly easy to use
NICE CXone Review
Rating: 9 out of 10
August 23, 2023
Verified User
Vetted Review
Verified User
5 years of experience
We use the service to handling incoming patients, follow up with our patients and address appointment scheduling, questions or concerns. We use the Omni-channel platform. We have had no major issues with Nice and they work the tickets we do submit quickly. The platform is very stable and they roll out useful updates
- Quick to provide help
- Updates to the platform are relevant
- Our account manager is always available
Nice in the name of Nice :)
Rating: 10 out of 10
August 23, 2023
MA
Vetted Review
Verified User
3 years of experience
We have a large number of customers all over the world and build a customer service call center in Nice for taking orders from clients which is very helpful and the support they have provided very extensively and also a prompt in their business. We used Genesys before and migrated to it 3 years ago, we faced a lot of struggles with Genesys but the Nice is really very friendly tool for us. Actually, I am part of the technical team, I personally felt that Nice is better than Genesys not only in support, addressing the issue as well, getting prompt assistance and exact fix for all the issues.
- 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
The world of technology is constantly changing and the Nice products are always being updated and improved to help us meet the ever changing expectations of our customers.
Rating: 9 out of 10
August 23, 2023
BR
Vetted Review
Verified User
10 years of experience
- reliability of their routing system
- technical account manager
Great tools for Better Decisions
Rating: 9 out of 10
August 23, 2023
JP
Vetted Review
Verified User
2 years of experience
Our department handles all inbound contacts for the company. We not only use the phone, email and chat services but also workforce management and quality management. These tools have saved us hours of manual time. The reporting function is good but at times I wish it were a bit more flexible.
- Workforce management is very easy to use
- Quality management allows evaluations to be objective
- Real time adherence allows me to know what everyone on the team is doing at a glance
- Reports allow us to evaluate the performance and helps us improve
CXone product review
Rating: 9 out of 10
August 23, 2023
Verified User
Vetted Review
Verified User
10 years of experience
We use it for our Engagement Center where we interact with different healthcare companies.
- Provide innovative ways to engage with customers
- Provide detailed data needed for reports requested by clients
- Technical Account Manager is always attentative and responsive to our needs.
- Easy to engage with support.
A great all in one call center platform.
Rating: 8 out of 10
August 17, 2023
NB
Vetted Review
Verified User
4 years of experience
We migrated to Nice In-Contact late 2019 and at that point we only had one call center. The implementation and on-boarding were quick and efficient. During the pandemic we spooled up second temporary call center to handle a rent help campaign in the matter of weeks. We’ve since added another call. all together we currently have around 60 agents. I really like how easy the IVR is to script and debug.
- I really like how easy the IVR is to script and debug.
- Quality Management is top notch.
- Workforce management make scheduling a breeze.
CXone a very useful tool to increase Customer Satisfaction
Rating: 10 out of 10
August 16, 2023
AP
Vetted Review
Verified User
4 years of experience
CXOne has increased our call center KPI's and has helped to increase our Customer Satisfaction Scores. It has allowed us to better manage our Quality scores. CXone has also allowed us to better monitor our agents as they work daily. We often use the Analytic portion to track call trends.
- Helps raise KPIs
- Helps coach agents
Great Product
Rating: 9 out of 10
August 16, 2023
BO
Vetted Review
Verified User
5 years of experience
We use this product for our 211 that serves 8 counties in Ohio. The WFM piece has helped organize the team that work a hybrid schedule of in person and remote work.
- customer services
- ability to personalize IVR
- alerts on updates
Extended support and extraordinary service
Rating: 10 out of 10
August 11, 2023
vk
Vetted Review
Verified User
2 years of experience
We have been using nice in contact for our contact center solution from the beginning we are getting proper support from nice support team and from our technical account manager Studio scripting is very user friendly to build and modify cxone admin page is very user friendly to understand the configuration and apply change as per our requirements
- User friendly to create and delete new users
- We can easily identify the changes taken place via change history
- Realtime auditing options will help for monitoring purpose
Very good experience
Rating: 10 out of 10
August 10, 2023
TS
Vetted Review
Verified User
5 years of experience
We implement Nice CXone C4M solution couple years ago for social media communication. We implement our social media profiles to one tool where we can solve every customer task, we can manage our job or colleagues job, we can report it in real time.
- Great UX
- Very fast and proactive customer support
- Multichannel solution
Great Product for your CEC portfolio
Rating: 7 out of 10
August 10, 2023
Verified User
Vetted Review
Verified User
3 years of experience
We utilize many functions of CXone with our company in ACD, Performance Management, Feedback Management, WFO, and Real Time monitoring. This tool has allowed us to combine 11 different products and contracts under one umbrella to provide a one stop shop for our end users. This is utilized by our customer contact centers on a daily basis worldwide.
- Providing a Cloud Solution
- Keeping up to date with the newest technology
- Providing support for implementation
Accessibility in Contact Centers
Rating: 10 out of 10
August 10, 2023
DV
Vetted Review
Verified User
10 years of experience
The majority of our staff use screen reading software and we needed a platform that allowed our staff to use it as any other staff would use. In the past we had to pay for scripts for this functionality, with NICE we are able to work seamlessly. Also, not only is the agent interface accessible, we have visually impaired staff in leadership roles due to the accessibility.
- Functionality options
- Upgrades
- Customer Support
NICE CXone is a Great Product
Rating: 10 out of 10
March 31, 2023
Verified User
Vetted Review
Verified User
3 years of experience
NICE CXone is used for inbound support calls for IT issues. The product is also used for inbound calls to our Sales team.
The product allows us to track and report on how the Service Desk is performing.
It allows the Service Desk to handle inbound calls efficiently and effectively.
The product allows us to track and report on how the Service Desk is performing.
It allows the Service Desk to handle inbound calls efficiently and effectively.
- Inbound Calls
- Reporting
- Support
- Accessible from any Internet Connection
Is CXOne suitable for social media community management? Totally.
Rating: 9 out of 10
March 31, 2023
Verified User
Vetted Review
Verified User
5 years of experience
We use CXOne for Social media community management. With this tool we can see how many inbounds and outbounds we have, on what channel and take a look into our customers communication.
- Looking into customers communication
- Responding
- Analytics
NICE CXone - a scalable phone and contact solution to give you the edge on calls to and from your user base
Rating: 7 out of 10
January 09, 2023
JM
Vetted Review
Verified User
2 years of experience
We use NICE CXone to contact our user base to provide support on open tickets the end user submits themselves as well as take warm transfer calls from the first level service desk in order to speak to the end user when needed to resolve their issue they called in on in a much more efficient and timely manner. The warm transfer process from level I to level II support has already increased the end user customer satisfaction as it more time than not allows for first call resolution of many reported issues.
- Seamless integration into systems
- Works on any computer as it is website based, not software based.
- Allows for quick calls, scheduled calls and more
- Quick options to call and work with teammates as a consultation process