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.
NICE is Great!
Nice CXone - Exceptional Call Center Platform
Nice CXone Features and Value.
Infinite Reporting & Timely delivery
Great product with great features
Thanks for being a NICE partner and offering a great platform!
Glitches galore
NICE CXone Review
Nice in the name of Nice :)
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.
Great tools for Better Decisions
CXone product review
A great all in one call center platform.
CXone a very useful tool to increase Customer Satisfaction
How NICE CXone Differs From Its Competitors
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Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Agent dashboard (527)8.787%
- Warm transfer (500)8.585%
- Call tracking (481)8.484%
- Inbound call routing (485)7.979%
Reviewer Pros & Cons
Pricing
Digital Agent
$71
Voice Agent
$94
Omnichannel Agent
$110
Entry-level set up fee?
- No setup fee
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
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 8.7Agent dashboard(527) Ratings
Enables agents to track and view their individual and team performance.
- 8.2Validate callers(444) Ratings
Authenticates inbound callers with a customer ID.
- 9.1Outbound response(464) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.8Call forwarding(420) Ratings
Forwarding of calls to the appropriate agents.
- 8.2Click-to-call (CTC)(382) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(500) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8.1Predictive dialing(302) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.9Interactive voice response(352) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 5.9REST APIs(285) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 6.1Call scripts(303) Ratings
Providing agents with a predefined conversation script.
- 8.4Call tracking(481) Ratings
Enables agents and managers to see the origin of the call.
- 8.3Multichannel integration(343) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.3CRM software integration(342) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 7.9Inbound call routing(485) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.8Omnichannel inbound routing(354) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.4Recording(467) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.5Quality management(452) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.2Call analytics(460) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 8.6Historical reporting(451) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.3Live reporting(437) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 5.6Customer surveys(281) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.1Customer interaction analytics(299) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
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
Comparisons
Compare with
Reviews and Ratings
(829)Attribute Ratings
- 9.4Likelihood to Renew24 ratings
- 3.7Availability7 ratings
- 9.2Performance7 ratings
- 8.3Usability552 ratings
- 7.9Support Rating5 ratings
- 7Online Training5 ratings
- 3.1In-Person Training4 ratings
- 8Implementation Rating8 ratings
- 7Configurability4 ratings
- 6.7Product Scalability7 ratings
- 7Ease of integration4 ratings
- 4.4Vendor pre-sale5 ratings
- 4.4Vendor post-sale5 ratings
- 8.5NICE InContact CXone Reporting541 ratings
Reviews
(201-225 of 578)NICE CXone Review
- Active Queues at the bottom
- Personal Queue reminder
- Launch Max portal
- Agent Leg option
- Call History log
- Organize Agent reports
- My Schedule tab
- Incredibly detailed monitoring tools.
- Versatile channel integrations with Chat, Email and Phone calls.
- Perfect Prebuilt reports for data analysis.
- Browser applications are still dependent of the capabilities of the browser.
NICE One
- Schedule Monitor
- Request time off
- Request leave
- Schedule bidding
- Schedule bidding is hard to use. Sometimes it doesn't show up
- Leave bidding
- Same as Schedule bidding it is hard to use. Sometimes it doesn't show up
- Stats monitoring
- It is not realtime
NICE CXone Review
- Generating panels to verify readied reports.
- User registration control.
- Control of service levels and separation of customer groups.
- Search agents by full name.
- Include more graphics in order to facilitate the view of some reports.
- Easier to bring ready information into the report.
Review of NICE CXone
- Very simple flow from disposition, to ending calls
- Buttons and selections are spaced perfectly whereas [I feel] Salesforce looks a bit messy
- Pop out window dialer, easier to organize my set up!
- Maybe a bit too much empty space
- When you get a call a whole side of the pop up expands but doesn't ever show info
- Could use an option to always show on the screen, 'lock it in place' so other windows don't open over it.
Sales Rep Review
- Gives you the opportunity to answer or reject
- Gives us the chance to review you
- Doesn't hang up with the 1st click
- Glad you moved the accept & reject button down a little to see our timer to answer
- [I feel it] Doesn't ring most of the time if the dialer isn't up on top of your screen
- The dialer used to be in the way of our timer to see
- It logs us out after so long that [I feel it] gets annoying
- I don't like how it doesn't ring between calls if we have calls in queue
Useful platform for phone agencies
- It works well (seldom have any issue)
- It is relatively easy to use
- It has different useful functions
- Forced log out due to laptop sleep mode
- Call coming in need to accept on cellphone and on Max Agent
- Buttons and options are quite small
I can do almost everything on Nice CXone.
- External and internal calls with quality sound
- Voice conference without lag and sound issues
- Chat with our final customer agile and fast
- Switch between calls without disconnecting from any of them
- It could be good to add some functionality to meetings so we wouldn't have to use other apps.
- An option to connect it on our personal phones as well, like other chat and meetings apps.
- A way for NICE CXone to notify us when our break is over. Example: I have 1 hour to the lunch when it's almost over, NICE CXone could notify me on my PC screen and/or my cellphone.
Areas I wouldn't recommend: when someone requests me to join in a meeting, I have to open another app and I get a delayed time. I think if we can do anything that we need to do in just on app, it would be amazing.
Pros from a call center proffesional
- Good for answering calls
- Easy to use
- Provides caller ID with name & state
- Maybe larger text in the app
- Less crashes
My NICE CXone Review
- Good technology
- No issues
- Speedy
- Spam callers
- Disposition sometimes disappears
- Logs you out automatically sometimes
Great service
- No delay when speaking with my candidates.
- Provides me with a phone line I can easily use to forward calls to my cell when I am away.
- I also like having the option to forward calls to my colleagues if I’m out of office.
- Finding a way to combine the voicemail with the phone so that two separate browsers are not required.
- When I forward calls to my cell the candidate gets my personal cell voicemail instead of the work voicemail.
- I would eliminate the guys that comes on right before my voicemail recording comes on.
- Unlike other software on the market, NICE CXone (formerly NICE inContact) is exceptionally good at stabilizing calls
- It does not have delays even being in two different points of the country
- It has an intelligent design and is easy to use, it also has very effective training, teaching all the tools
- Option to mute the microphone
- More range of colors to change the appearance of the program
Great product
- Great interface
- Easy to handle
- Good conection
- Excess of options in the front menu. Maybe hide a few of those and allow the user to edit it as he need
- Great tutorials but you should keep it simple
- Maybe an app version for desktop users
Practical and Safe
- Service with 3 people
- Protocol Submission
- Call transfers
- When a number does not complete an error image appears.
- NICE drops calls
- Leave the links silent
Thank you InContact!
- Date Driven Results
- Exact understanding of quality of service provided
- What days or times of day we are busiest.
- More Out of the Box Reporting Functionality
- Google Chrome browser often cranky and uncooperative
Great experience with NICE!
- Good ring time for calls.
- Availability of other co-worker's status.
- Provides more information on personal productivity.
- Able to track your calls better.
- The conference feature is confusing and could use some updating.
Easy to use call center, lacks in features
- Cloud based
- Inexpensive
- Easy to use
- Poor troubleshooting.
- Does not work well with a number of hardware settings.
Hybrid work environment
- Speedy support team
- Easily can work from home or in the office without issue
- User friendly
- Has some glitches with skipping contacts
- Does go "down" on occasion
- Great for maintaining your schedule.
- Tracks your production hours.
- Assists with transfers.
- Conference calls.
- Will freeze up on occasion.
- Installing a time punch would help to tally hours.
- Needs to reboot at times.
Easiest program for customer contact
- The first and only platform that brings together – on an open cloud basis – the best customer journey analytics.
- Workforce optimization.
- By offering the industry's most used digital channels, with dozens of pre-integrated messaging, social and traditional voice/chat channels, including Facebook Messenger, Apple Business Chat, WhatsApp and many others native to the platform, organizations of all sizes and sectors can exceed customer expectations through the contact center.
- Drives rapid innovation through open APIs, promoting scalability and reliability with guaranteed 99.99% uptime and professional-grade connectivity with assured voice quality.
- Sometimes drops the call
- Call refusal issues
- The amount of times it freezes
NICE CXone, call center powerhouse
- Has very intuitive and easy to read dashboards
- Gives you access to data very fast and makes it really easy to search entries
- Allows you collaborate with your coworkers through email and chatter integration
- The new platform, called Lighting, [in my experience] can be sluggish and has a steeper learning curve
- [I feel] There is the missing functionality to add notes in the new version, which is missing from the last version (you can add files and texts through the "related files" option, but it is a lot more time consuming
- [Reports take too long to run sometimes [in my experience] and more formats for data could be very usufel, not just export to Exl or separate by commas
Good and not so good aspects
- Allows for recording of calls
- Allows for you to review calls with leads
- Allows for disposition of calls to track
- Manages who gets calls next.
- Route calls [work] one day and the next there are issues with routing calls.
- Not being able to receive calls periodically
- Refused calls when they are not routed through to you.
Great site
- Great format
- Easy to use
- Helpful at accomplishing goals
- It would be nice if you could organize workers by what they are currently doing; examples: meetings, breaks, etc.
- Routing calls
- Receiving messages
- Easily identifies where the call is coming.
- Employee visibility is easily read.
- Easy to know what status you are in.
Nice, advanced, and agile
- Fast calls
- More stability
- Easy to transfer calls
- Facility for conferences between technicians and customers
- Ability to liaise between employees for communication.
- A notification with a different ringtone.
- Option to choose country code automatically in phone numbers.