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.
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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
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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
(351-375 of 578)Companies can't remove reviews or game the system. Here's why
October 26, 2020
Ring Ring!
We use it to receive calls from claimants seeking Reemployment Assistance Benefits from the state of Florida. The software is mostly used to receive calls at the call center.
- We use the software to receive phone calls from claimants.
- It connects us with claimants. I don't have issues during calls. Calls are clean, hardly every drop.
- I recently discovered the report tool, which allows me to measure my productivity per day of work.
- It is rare to use the conference call feature, but every time I need to, it is hard to find it.
- I am unable to dial outside. I'm not sure if the feature is restricted, but I know other agents are able to call back claimants.
- Sometimes the software will log me out for no reason; this has a direct impact on my pay since it is time logged out of work when in reality I am at work.
October 26, 2020
Best-of-breed contact center
We integrate NICE inContact CXone with our UCaaS platform for key groups to provide robust omnichannel solutions with global telephony. It provides a best of both worlds solution, since a one size fits all approach rarely works in the enterprise. The MAX platform allows agents to take all of the powerful capabilities from the inContact platform and combine it with existing global telephony or UCaaS platforms.
- Integrate with UCaaS
- Ease of use day to day
- Ease of training new users
- Omnichannel capabilities
- Studio needs to be put in the web browser instead of being a local Windows app
- Native integration with UCaaS tools via CTI
- Scalable windows
October 26, 2020
Nice inContact Max Efficiency
This application is broadly used throughout the organization to answer inbound call center calls, conference our customers with a 3rd-party outside source, as well as to conduct virtual meetings with team members. We're able to use various tools to track agent status data for any given period, as well as adjust settings like auto-answer, and adjust settings to answer calls under various phone numbers/company names.
- Monitor live calls
- Handle calls under multiple company names/numbers
- Easy 3rd-party conferencing
- Intermittent delays in visual/audible alerts of a call being present
- Intermittent inability to answer a call (without the auto-answer feature on)
- Intermittent problem with no sound
October 26, 2020
Review of Nice inContact
It is being used by the organization for contact with customers. They call to schedule appointments or get information about the sites or procedures. It is used by all of our sites across the organization. It addresses the problem of communicating with our patients.
- Get into contact with customers by phone
- Have good quality connection with phone calls
- Allow multiple calls at once
- Add option for UN-conferencing calls
- Add better call history log with more details
October 24, 2020
My NICE inContact CXone Review
NICE inContact CXone is being used across multiple departments but not all. They use it for the Call Center and analytics, along with call routing to other departments to simplify communications between departments.
So far it has been a helpful integration to the work environment.
So far it has been a helpful integration to the work environment.
- Simplification
- Scalability
- Reporting
October 24, 2020
NICE inContact is nice to use.
We use NICE inContact in the customer service department. This addresses ease and availability for customers to get in touch with the proper support group regarding their specific issues. We are also easily able to transfer calls to different people or groups if needed.
- Availability monitoring
- Department groups
- Ease of use
- Network stability
- User management
- Customization
October 24, 2020
My NICE inContact CXone Review
It is used across several different departments. Usually, these are the departments that are customer facing and we have the highest contact from. It enables us to support customers efficiently when they have queries and concerns they raise.
- Provides you with a dashboard to be able to track calls and queues in real time
- Gives you accessibility to numerous reports you can utilize
- Allows you to change people's skill sets for taking inbound calls
- Ability to listen to live calls a lot easier
- To not time-out after a while as I have this window open all working hours
- To be able to change people's skills over quicker--this becomes a chore when you have a full team to change over
October 24, 2020
My NICE inContact CXone Review
NICE inContact CXone is being used by all of our customer support departments and the main problem it solves is making sure everyone is doing what they're supposed to do and also making sure you're getting the correct times down (for example, if you have to stay for overtime).
- Streamlining transfers of customers
- Not much room for "slouching"
- I would like it to be a program and not a pop-up.
October 23, 2020
NICE inContact CXone Review
NICE inContact is used across our whole organization. We have it set up so that our NOC and customer service teams can handle calls coming in from multiple hunt groups depending on each user's skill with that particular hunt group. This has allowed us to cross-train some users between two somewhat similar cinema groups and utilize their skills to support the other group when one is busier than the other.
- Skill individuals on ability to handle calls from other groups easily
- Call routing/transfers to other users outside their group
- Productivity reporting of users and their performance rating
- Administrative setting to change default auto-logout timing of the dashboard page
- Audible & pop-up notification alerting user they had a refused call
October 23, 2020
NICE is on your side!
We use NICE inContact to speak to customers all over the nation. In fact, the entire organization uses this program. We have very little problems using NICE, and I would recommend it to other companies. It addresses communication issues. Without NICE inContact, I am unsure how our business could establish such a safe and reliable connection.
- MASK - Mask personal information
- Transfer- Ability to transfer callers
- Agent Reports- Lets you know how well you are doing
- Stress on employees with everything being timed
- Sometimes you have connection issues between phone and VCC
October 23, 2020
inContact keeps getting better
We use NICE inContact CXone to manage inbound and outbound calls for a multi-client enterprise mobility management company. Our helpdesk relies on inContact for managing queues, recording calls, and allowing outbound follow-ups. Currently, due to Covid-19, almost all our employees are 100% WFH and the integrated smartphone feature has been of particular value for us to allow our technicians to take calls from their computers without a hard line.
- Queue management
- Integrated smartphone
- Usage reporting
- The interface takes up a lot of acreage on my screen. I wish I could collapse it and still be able to see only vital info.
- I'd like to see a horizontal interface with drop-downs that could close when not being used.
- A Chrome extension/plug-in would also be really handy.
- I'd like to have more flexibility with the interface: choose font, adjust colors, etc.
- I'd REALLY like to be able to just hit "return" to dial a number in the softphone.
October 23, 2020
Great customized options and excellent reports capability
We use it on a regular basis to attend customer service for our customers, we manage the Order Management team using inContact tools, and we keep our metrics by analyzing the data inContact provides in the reports.
The only struggle is sometimes some of the calls are not properly connected, apparently, for connectivity problems, the connectivity is not always stable for all the users. It might be a problem with the internet connection but it's worth it to put some attention to how to make the software lighter to improve the connectivity.
The only struggle is sometimes some of the calls are not properly connected, apparently, for connectivity problems, the connectivity is not always stable for all the users. It might be a problem with the internet connection but it's worth it to put some attention to how to make the software lighter to improve the connectivity.
- Runs excellent reports to manage company metrics.
- Provides an easy management experience by showing all available assets in live.
- Motivates the team workers to be available and provide the best possible customer service.
- The connectivity is not always stable and calls are lost.
- It takes training to understand their language, it could be more friendly.
- Unless the reports show all the needed information, it's not friendly interphase, it takes training to determine how metrics are evaluated.
October 23, 2020
InContact is great for call centers
InContact is used to route calls from customers, as directly and quickly as possible, to customer service. The whole company has used this system and what it addressed was intelligently routing, via integration with Salesforce, calls with as minimal of a phone tree as possible. This helped so much because calls were regularly routed in 30 seconds or less, and because we could infer who they wanted to talk to accurately, questions were answered accurately and on average in less than 90 seconds!
- Connect to other systems like Salesforce. This helped since Salesforce has a lot of data on the customer's preferences based on past calls, so each call we can get them to the person they want to talk to. For example, maybe the first call they choose Spanish from a list. By the second call we will know they want to speak in Spanish without having to select it.
- Send text message reminders to the customer for upcoming due dates. This is great to reduce the volume of outbound calls!
- You can change everything the customer hears and experiences quickly. This helps if we have to, for instance, change messages because it's a holiday or if there's an upcoming sale.
- The provider themselves have some crashes where calls are not working, or we could not log in, this happens too often (near once a month).
- The customer has great experience on calls, but the site the agents log into to receive calls is not customizable. For example making reports and charts about calls haven't really been updated in years.
- Sometimes the site and service runs a little slow for agents.
October 22, 2020
NICE inContact CXone is the one
We use NICE inContact to take calls and support FIS Employees. NICE has the inContact Tool inside where you can take calls, call users back, and clock in and out. It is being used across the FIS organization. It addresses the problems of call taking and providing support for our users. It is the main tool that we use.
- User-Friendly GUI
- Easy to use
- Multi-functional
- It crashes a lot but sometimes that is related to my browser.
- I would like to see my login and logout time for payroll purposes.
- Hope there's a way to report when there's a bug or defect in functionality.
October 22, 2020
My NICE inContact CXone Review
Our communication efforts almost entirely go through NICE inContact. It helps us keep in contact with our customers.
- Reliable communication
- Easy user interface
- Works well with Chrome browser
- Email, chat, and phone all built into one space
- Communication prioritizing is efficient and simple.
- Multiple chats resize the window and make it a hassle to use.
- Wasted space below call history
- More historical calls in call history
October 22, 2020
A very simple but reliable Call Center Solution
NICE INContact is being used at our company as our main call center IVR and phone application. We started out utilizing the Ring Central hard phone application but we saw the benefits of this online application. We made the transition and started out with the old Online application (Thin phone) and it was a reasonable upgrade. Now with MAx, things are better than ever, we incorporated the Voicemail skills so we're not missing any phone calls.
- Administrator side is simple to use. Nothing like when you need to train up a newcomer to use a new tool like it is to use InContact.
- Reporting: We rely heavily on this data to improve our performance in our call center. Easy to write and modify custom reporting.
- IVR Integration: We made In-House adjustments to our IVR and experienced zero downtime during the transition
- Call Center Live Skill Management: Sometimes when some of our call skills gets backed up with calls holding, it isn't easy to re-skill agents as needed as you cannot mass skill.
- Dashboard reporting: It would be great to be able to pull some recollection to what the dashboards are displaying throughout the day. Not indispensable but sometimes, executives like getting some detailed live information
- Reporting: Understandable is that reporting doesn't generate until -I think it is now 4hrs - after some time. If this time could be reduced to get some live stats, would be great to have
October 22, 2020
NICE inContact is an amazing solution for call centers
NICE is being used by my organization to field calls and distribute calls that come in to the correct representatives. It is being used by the benefit specialists and employee assistance program team. It addresses organization for phone calls that come in, phone queues, seeing different agent statuses and teams in order to get transferred to the right representatives, and ensuring great customer service.
- Dashboard projection organization
- Assigning different skills to different members of the team
- Connection with other platforms
- Sometimes depending on the browser, it can get messed up and have issues and we rely on it for all calls
October 22, 2020
NICE Review
Nice inContact is used by multiple departments. Sales and collections being being the primary user. Our Compliance Department audits both departments and I find the process to audit easy to use especially for live call audits. The only issue with the system is the "Look up" option is not simplified enough as you need to have knowlege of whether the customer called in are received a call from one of our departments in order to locate the specified call. This is difficult as our team will have ongoing calls back and forth with the customer in order to finalize documents and it becomes difficult to identify the calls to audit.
- For Auditing Purposes live audit listening is easy to connect
- Collecting Data -call times and number of goal times
- Call take overs
- Look up by answer or call out -should be able to locate a number seperately
- Live calls does not have the customer phone number attached unless they call in
- The phone key pad does not sync with the number pad on the keyboard
October 21, 2020
My NICE inContact CXone Review
My company uses NICE inContact daily to answer all of our calls and communicate with other employees. We rarely have any problems and enjoy using the product.
- Easy to use
- Very few technical problems
- Support is available for help
- Great contests offered
- The only problem I have had is when I have to change my password, I get an error message and am not able to reset it on my own.
October 21, 2020
NICE inContact CXone is well suited for may applications
NICE inContact CXone is being used by the entire organization, which is spread throughout the world. We have people is several locations that all work together on several projects. Many of our people work from home and NICE inContact CXone allows us to keep constant and instant contact with each other on the online environment. We all use it to contact clients throughout the world. We have clients call us on different phone lines that show us exactly the number they called so we know why they are calling, which allows us to provide them with great customer experiences. NICE inContact CXone streamlines many of the customer service duties because before customers are transferred to a person, they answer questions that divert them to the right person to handle their problem.
- NICE inContact CXone does a good job at providing data to the user before transferring the call. I know where the customer is calling from, why the customer is calling, and what rules to associate with the caller. Without out this extraordinary amount of data, I would have to ask additional questions that could frustrate the caller, and therefore provide them a negative experience.
- NICE inContact CXone does a great job of identifying resources that I need. I am able to use the system as a phone book to look up resources much quicker that finding them by myself. If I need to transfer a customer to another department, I can simply start tying the department and the system will locate the number that I need.
- NICE inContact CXone does a great job at keeping the employees connected. I am able to see my coworkers in the system and verify if I am able to transfer the customer to them. I can also place the customer on hold and speak directly to a coworker that might be able to help me on a call. The system also allows me to three way conference in a teammate that might also be able to assist.
- NICE inContact CXone also provides a call history. Providing the users the instant call history enable the user to call the customer back for any reason such as the call being dropped. If this strength was not available, it would take much longer to find the customer's phone number which could frustrate the customer.
- NICE inContact CXone has room for improvement in the way that the system stay online. The product has codes that basically show that the user is available or not available to take or make calls. Along with the availability is an agent leg. The agent leg gives the user access to make or take those calls and must be activated when the user logs in. After one hour of use or non usage, the agent leg will automatically log off. This in turn, makes the user unable to accept calls. The system still shows as available however, the user will not be able to answer the call.
- NICE inContact CXone has room for improvement when used in a Citrix environment. My company uses NICE inContact CXone in Citrix, so anytime that we use the product, we also must be in Citrix. If Citrix drops for any reason or if Citrix is not working, the users are unable to use the product. This may be a problem for the users more than a issue with the product but once you log back into Citrix, you must log out of NICE inContact CXone and log back into it because the agent leg will not activate.
- NICE inContact CXone has room for improvement in some of the supervisory tools. There are several metrics that can be monitored by supervision. The availability for users is a major concern. If supervisors monitor this element, they might be made to believe that some of the users are purposely logging out or not accepting calls. This has been an issue in my office because the supervisors monitor the availability of the workforce so when there is an agent leg problem or Citrix problem, it can reflect negatively on the user instead of the actual issue.
October 21, 2020
Get Your Call On!
NICE inContact is used as our main source of inbound phone calls. We use it as a means to navigate our calls and our system. We use the CXone to answer inbound calls, make outbound calls and to continue to reach out to customers each and every day. We have used this system for as long as I can remember and longer.
- Ease of use
- Smooth Transfers
- The agent sometimes fails during calls.
- More stability with connection
October 21, 2020
NICE inContact CXone Review
It's really good to use when keeping up with employees to see exactly what they are doing and what type of call they are handling. I'm also able to log in and assist with calls and talk to an agent and coach them so that the person the agent is talking to does not hear me.
- Monitor calls
- Efficient
- Accurate
- Speed
- Condense
- Access
October 21, 2020
NICE inContact CXone Review (Time or Money)
Currently, Transportation Services and our Student Financial Services/Union are using NICE inContact. It addresses tracking, recording, monitoring, and cataloging of phone calls. Before with just a normal phone system, we did not have a phone tree, queue, or menu for forwarding phone calls and monitoring agents. NICE inContact has been able to provide all that and more, as long as we have the time to explore.
- Reporting
- Tracking
- Monitoring
- Reporting could use more information or training
- Training for inContact Studio
- Cheaper options on more phone ports
October 21, 2020
Great for a small business, more options for a large business
We use this in our Customer Service department, specifically. This allows us access to a phone system, negating the need for call forwarding to specific agents. It solves issues of having access anywhere using a softphone, queues to balance out call delivery, and it allows me to see who is available and who is not to take calls in queue.
- Queues calls to agents effectively
- Shows the calls in queue and length and agents available
- I appreciate the Supervisor dashboard options.
- Allows us to place outbound calls with the correct caller ID for company.
- Better visibility in MAXX agent (i.e., queues, calls, and logged-in users)
- Previous versions allowed agents to see who else was in queue and times, but we no longer can.
- Easier to access outbound calling
October 21, 2020
NICE in action!
NICE is being used to answer calls and keep track of productivity. I also use it to keep a timer on breaks, lunches, training, etc. NICE is implemented in a couple of insurance companies throughout Evolent. NICE is user friendly and is easy to understand. Calls come in clear and I take calls directly through the internet.
- Transfer calls
- Answer calls
- Times breaks and lunches
- Logs in and out for the day
- Productivity results
- Conference calls
- There is an option for it to ring, however, that doesn't work.
- It should keep a log of all the calls and phone numbers instead of the last couple.
- The time between calls is not the same. Sometimes, the system gives a call after 3 seconds and sometimes it is 10 or 11 seconds.
- It is hard to extend the after-call work. There should just be an accessible button and may cause issues when there is another call immediately waiting.