NICE CXone.
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, …
Starting at $71 per month per user
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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.
Recent Reviews
How NICE CXone Differs From Its Competitors
Awards
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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
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
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- Downloadables
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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 CRM software integration highest, with a score of 9.3.
The most common users of NICE CXone are from Enterprises (1,001+ employees).
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Reviews and Ratings
(829)Attribute Ratings
Reviews
(26-50 of 578)Companies can't remove reviews or game the system. Here's why
July 22, 2022
Great for First Time Caller Employees
I used it to clock into our phones and reach out to internal users when we handled calls and cases. Employees would call through our IT number on the Sunrun website and we would use NICE CXone to track how many calls would come in and connect our agent leg to handle calls and answer them directly. We would also troubleshoot NICE CXone for when other employees were having issues with their agent leg, audio, connection, etc.
- Audio Clarity
- Accuracy of call numbers
- Very little bugs or issues with the software
- Not a fan of the auto answer feature.
- UI can be more user-friendly.
- Transferring calls can sometimes be a hassle.
We use NICE CXone as our Telephony system. We use it for forecasting, receiving calls, emails, and chats. We also use it for our QA system. The product addresses the need we have for one complete system that does everything for us instead of multiple systems. Because it is cloud-based it allows flexibility for our agents and helped us to get rid of an old desktop phone system. The product has reduced our training time in the classroom because it is all-inclusive. We can now train our agents on the phone system, chat and email much more quickly because it is all the same product. The look and feel of it are very intuitive and even a new user, picks up on it very quickly. Quality assurance was made much easier with the new system in that it records all the interactions. Now we can listen to and do quality control even after an agent has gone home for the day to provide feedback. This helped reduce the size of our QA team during our holiday season. NICE CXone also allows us to do forecasting and has helped to eliminate a need for other forecasting software.
- Reduces training time
- Combines several systems into one
- Allows agent flexibility for work locations
- Does not require much IT support
- Provides detail reporting and tracking of agents statistics
- Records all interactions
- Work Force Management continues to improve.
- Integration with Microsoft Teams would be nice.
- Customer Sentiment works well and continues to improve.
July 08, 2022
NICE CXone the best!
We use NICE CXone to answer inbound calls and make a call. It also would allow us to make a schedule for when to call back the client. One of the problems the product addresses is, that if there is a long queue, a guest can request a callback and still continue on his or her current queue without going back to 0.
- caller can request a callback
- we can create a callback schedule
- easy answer on inbounds
- easy outbound process
- all contact in the company are visible so it is easy to transfer to other department
- sometimes it will show some error that we cannot answer calls
- the rest is perfect
June 30, 2022
NICE CXone (formerly NICE inContact) Review
Since day [one] NICE CXone (formerly NICE inContact) [had] a very friendly interface, very easy to use, [and] even [...] has a lot of options you can choose to run depending on the information you need to get from the system. The platform is used [among] all the production level[s] [but] sometimes it suffers from irregular disconnections or get[s] stuck in a state [that] does not allow you to change it when using MAX but can be fixed if you refresh the app.
- Easy to use
- Include a high variety of options for reports
- Built in apps
- Connectivity
June 21, 2022
Nice Nice Survey
Score 10 out of 10
Vetted Review
Verified User
NICE CXone is the best running product. Previously we used Nice CXone for our inbound and outbound calls. Before, we used Cisco Finesse as our tool, but then our client decided to use Nice CXone for all Voice domains.
- Inbound calls
- Outbound call
- Auto dialer
- Improper Display
- Sound Quality
- Device make
June 20, 2022
Workforce Management has just got NICEr!
NICE Employee Engagement Manager is used in our organisation for adherence management, employee working schedule creation, managing leaves and generating reports. It is also useful for the people managers and senior management in tracking employee's performance in terms of their time check-ins and adhering to workplace guidelines. NICE provides the managers to filter out their employees based on their line of businesses as well
- Real Time Adherence
- Time Off Manager
- Leave Activity Tracker
- User Interface
- Provide more options to managers/supervisors
- Lessen outages
June 15, 2022
Gain enlightenment into customer experience!
Bring in the customer experience industry, it is important to understand interactions between agents and our customers. This tool allows us to get insight into how those interactions are going and where we need to improve to make a better customer experience. This tool allows us to capture their side and understand the gaps.
- Reports
- Automation
- Adaptive
- Implementation
- Processing speed
- Better display
June 13, 2022
NICE is NOICE!
We use the NICE Quality Central for our Contact Center as QA, metrics, and real-time call enhancements.
- In call empathy suggestions
- Generates small talk for agents, so they don't have to think about it without taking away from resolving a customers issue
- It was easy to incorporate with our current systems
- It works well with our QA department to enhance analytics and coaching
- In-call real-time coaching
- Better support with incorporating it into our systems
June 07, 2022
Don't think twice, try NICE
NICE is the system we use to log into our soft phones. It is being used by our Retention, Education, and Contact Center departments. It tracks analytical data which in terms measures our success.
- Allows users to use digital phones.
- It store[s] data to show work utilization reports.
- It manages incoming and out[going] calls.
- Volume control setting is defaulted when NICE is in use.
- Sometimes certain areas are grayed out.
- System lags sometimes, not often.
May 02, 2022
Perfect for you.
We use Nice inContact as the tool for incoming calls and outgoing calls. Nice inContact is a very important tool for us because here we can address customers' concerns and so we can provide better service and satisfy their needs using this Nice inContact. For me, it is very useful.
- Incoming calls
- Outgoing calls
- History of the calls
- Make a schedule
- Make it more faster
- Add some more features like options or finding country codes when making an outbound call.
- Make it more personalize like changing the background color.
Best engagement platform and easy contacts management through the Nice Adaptive WFO capabilities. Reporting with this system is simple and the call history tracking ability is good and also the best documentation software. Implementing Nice Adaptive WFO and the tools configuration on the first time is easy and i like the ability of interaction and also customer services production.
- Powerful features.
- Easy implementation.
- Quick data reports collection.
- As a new user to configure the interface may not be simple.
- To collect insights across websites is a complex task.
- Learning the basic usability of the system it takes some time.
March 31, 2022
Nice CXone Review
Score 10 out of 10
Vetted Review
Verified User
I am currently a user of Nice CXone and I would say that all throughout we've used the system, it helped us a lot to call our clients without any interruptions. We were able to be as productive as we can by using Nice CXone. Its interface is simpler than any other tools that we've used.
- No bad connection in calling clients.
- Easy to use and navigate.
- Calls are easier to understand when using Nice CXone.
- Simple interface.
- They can add more features to customize the interface.
- Add options to change font style and color interface.
- Please add option to set a reminder for callback and meetings.
March 24, 2022
The most honest review I can contribute
As a group sales coordinator, we need to have reliable software to use for doing outbound calls. And our company did a great job in choosing Nice CXone as the main software for auto-dialing. We are very satisfied with this product because it helps us to do our job easily and effectively.
- Auto dialer.
- Inbound call.
- Outbound call.
- Choice of color.
- Choice of tone.
- Realtime update of status.
March 23, 2022
Nice to Use!
It's being used to log in where we are at work. It's nice because we know whether employees are working after they clock in. It's used for everyone except leads and managers. Sometimes employees clock in but don't start working and this helps address those problems. For us, that's really important because we have a lot of employees who work from home.
- Has different options for dispositions.
- Uses phone number so it's unique.
- Has small non-intrusive window.
- It's hard to remember it's there.
- Would be nice if it had its own label instead of being under the internet browser we use.
March 19, 2022
Excellent communication tool with clients
Excellent communication tools with end users where we can support them with a phone call or chat with an excellent interface and added templates which can be modified.
- communications with end user's of the product
- chatting with multiple user's at once
- calling them if required there is a inbuilt VOIP service.
- UI design can be improved as tabs are small vertical they should be adjustable to communicate multiple clients
March 17, 2022
Kudos Nice CXone
I've been using Nice CXone for two years now and I don't have any problem with it. We use it for doing follow-ups and inbound calls. Our company is a travel expert who helps different hotel chains and local airlines. All in all, Nice CXone is a go-to software for all business owners.
- Outbound call
- Inbound Call
- Scheduling Follow ups
- Whisper call
- Lack of theme options
- Pop up feature is good but can be inside browser too
- Real time update if on break or if status is available already
March 08, 2022
There is a reason they called it NICE
Having recently moved to Nice in Contact, I am happy to say that it has met all of our needs for Inbound, Outbound Voice, Web Chat, and Email. Our Agents found it very simple and it has a user friendly interface that doesn't require much training to use.
- Inbound call management
- Being able to queue Emails is amazing. Agents don't get to cherry pick emails anymore. Our members have noticed their questions are answered quicker as a result.
- I have seen a few instances of calls drooping and its a bit hard to find the logs to troubleshoot.
The intuitive platform and the NICE Uptivity features are quite simple options with easy manipulation through the easy and friendly welcoming interface. The engagement on this software is incredible and profitable insights collection across various websites easily through its powerful data sources integration features. NICE Uptivity allows multiple data management and very easy to prepare valuable project reports through the use of NICE Uptivity functionalities.
- I like NICE Uptivity budgeting capability.
- To manage project workflows was an easy process using the product.
- Reports are helpful and positive impacts to the business productions.
- The team can improve the support team.
- Setting some optional and advanced capabilities is not an easy job.
- Free trial.
NICE Adaptive WFO is also an easy and powerful optimization tool to adapt to all its capabilities and also easy features customization during the initial stage on the platform usability. It has easy tools and the workforce management capability is unique and very helpful. NICE Adaptive WFO reporting features are stable and easy to manipulate and the project coordination and easy project data management and data analytical features on NICE Adaptive WFO are easy and effective capabilities.
- Great system and easy for project workflow management.
- The optimization through NICE Adaptive WFO tools is amazing and excellent.
- The best and beneficial reports creation software.
- Only when getting started with the product.
- Different project workflow management to new people.
- Analytics creation for different project data.
March 03, 2022
Must Have for Call Centers.
I used NICE PM at two different organizations. In both instances, we used this system to gauge two major components: how our employees were performing and how satisfied they were in their position. To be more specific we measured specific KPIs for our Call Center employees such as conversion rates and attachment rates for different products as well as overall job satisfaction and NPS scores. We used a mix of open-ended, ranking, and multiple-choice questions to measure this information.
- Love the seamless integration with SAP Business Systems.
- Different skill settings are great for measuring specific data points for individual employees and teams.
- Has the ability to calculate otherwise timely measurements such as call length and sales forecasts.
- The UI is a little outdated making it not super user-friendly-especially for employees who only use it every once in a while.
- Dashboards and data are a little slow compared to other PM systems I've used.
- Expansion into more CRM integrations would be nice.
February 26, 2022
User friendly workforce software
We used Uptivity as a workforce management software solution. It delivers basic forecasts and schedules. In the end, it should help your businesses achieve their
goals through its algorithms. In fact, it was useful to address the following issues: improving customer service and reducing customer complaints (indirect benefits); reducing personnel costs, and decreasing time to market (direct).
- Reduce headcount.
- Improve agent engagement.
- Software freezes and crashes.
- Customization.
- Improve the creation of output data.
February 26, 2022
Solid SMB solution!
We have used NICE Uptivity in our call center for the last year and a few months. It has the ability to track every single thing that we do. This is definitely the best feature!
- Tracks everything the company does.
- Integrate all communication into one place.
- Very easy to use!
- Receiving support is sometimes hard to get in my experience.
- Other than that, nothing. It does what is says it does!
February 26, 2022
Organizational communication tool in the cloud quite adaptable.
It is a tool that has definitely helped my organization to communicate in real-time since this tool goes much further since it is in charge of finding us in the same place and being able to interact or share files constantly and quickly.
- Share files.
- Keeps you connected.
- Unifies
- Easy adaptability.
- Integration
- Complete
February 23, 2022
The most efficient outbound calling experience I've used to date!
NICE CXone is a system that I (and my coworkers) use for making calls in MAX for reaching out to our prospective donors for a variety of different fundraising campaigns. I find that the way MAX displays names during the dial-out process for outbound calling is quite brilliant, as it allows me to become familiar with the donors and allows me time to practice pronouncing their names before they pick up the phone.
- Name displaying
- Snappy design
- Answering machine recognition.
- Displaying titles (ex. Mr./Mrs.) before call is picked up.
January 15, 2022
All the nice things about Nice!
Score 10 out of 10
Vetted Review
Verified User
NICE CXone is a time tracking factor for our organization, to know when we clock in and out. If we do not keep track of our timesheets it will not be accurate when it is time to turn them in for payroll. I actually love the fact that they use this product because I am not trying to write my time on paper it's nice to have it kept in one place.
- Login is easy.
- Easy time keep.
- Simple to use.
- Password remembrance.
- Be able to have it on desktop.
- A place to set an alarm for breaks and things.