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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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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Product Details
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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
(51-75 of 578)Companies can't remove reviews or game the system. Here's why
January 13, 2022
System bites
Score 1 out of 10
Vetted Review
Verified User
It's supposed to be this all-encompassing product that replaced our other system. We use this every day to receive and make calls to assist our customers with breakdown emergencies.
- nothing
- dropped calls
- robotic-sounding to customers
- static-laden phone call
- slow
- can't dial out when in e-mail
- can't put more than one person on hold at a time
January 11, 2022
NICE CXOne is all you need to grow up as a formidable company
NICE CXOne is easy to figure out, the interface is friendly and easy to understand and it's also very simple, I love the fact it shows the exact number of calls that are waiting to be attended in the Queue. There are also many useful tools that this marvelous software brings to us for tracking calls, chats, and any other form of contact.
- Tracking your contacts.
- Keep you updated about your queues.
- Easy to use and friendly interface.
- Almost everyone can use it.
- Custumization.
- There are some bugs that can be fixed.
- Calls are coming laggy sometimes.
December 13, 2021
my experience with a new unified tool
NICE CXone (formerly NICE inContact) is being used throughout the organization as the telephone service, snack breaks, monitoring calls, and work schedules. We started using it about 1 month ago. NICE CXone (formerly NICE inContact) replaced other tools we used, such as aspect softphone, verisys, and Avaya.
- The tool is extremely dynamic as it replaced more than 5 tools
- The tool is extremely fast, never crashed or lost connection
- The tool is extremely simple to use, not requiring more complex training outside my desk
- The tool could improve the layout by putting more color options
- The tool could decrease its size to let it take up less space on the computer screen
NICE CXOne is used primarily in our customer success center for tracking inbound support requests from our user community. It is the single platform for omnichannel interactions. We use its reporting functionality to train and mentor support associates using the call recording features. Also, use it to track service level metrics.
- Dashboard view for overall visibility of the situation.
- Call routing metrics.
- Call recording and playback for coaching.
- Reporting is somewhat clunky as I have found it difficult to develop custom reports.
- Call recording retrieval is a multi-step process.
- Salesforce connector has not been 100% reliable but has improved over time.
December 04, 2021
Reliable. Innovation. Quality.
I currently use NICE [CXone] to manage the Sales Team that I'm managing. I pull up my dashboard on a daily basis to monitor their productivity, to barge and listen to their calls every now and then, and I pull up historical reports and recordings as part of 1:1 coaching conversations.
- Real time reports
- Easy to setup your customized dashboard
- Robust reporting with about 300 metrics that you can utilize
- There's nothing that I can think of right now.
December 04, 2021
NICE CXone Review
We use NICE CXone for our call center solutions provider. They provide us with solutions for call routing, handling, monitoring, and evaluation. Their products help us monitor everything from how many calls are currently [held] to how representatives in the call center are performing. Their products provide insights into key metrics to identify issues so we can resolve them.
- Provide software and technology that is easy to use
- Products are easy to use but also robust with lots of features
- Products also include analytical tools to identify trends
- The call evaluator tool (Engage) can be slow to respond. Would be nice to have this application housed in Chrome instead of Internet Explorer.
- Sometimes, not all call data is recorded, particularly screen captures.
- Adding spell check features to email/chat functions would also be an improvement.
December 04, 2021
All good!
It's being used for almost all the organizations to receive calls, chats, and emails. In my department, for example, is used to attend the person request through chat, email, and phone call. We provide IT support to all our company's employees and have not received any complaints about how the InContact works.
- Shows inContact status and time as available or busy.
- Does not take to long to load.
- I like the colors.
- Shows a notification when a new contact is coming..
- It is easy to log in.
- We can monitor the agents status.
- We can do live monitoring.
- The way to navigate through inContact
- How we transfer the contacts.
- It should be easy for us if we can have a search option to look at a user directly.
December 03, 2021
User friendly auto dialer
We use it to filter our inbound and outbound calls to our customers. It works quite efficiently and we have many functions that we can use for it. It will let us know how many people are logged on for calls as well as how many people are in the call queue. It is also nice because we can add filtering options for the lists so it makes it easier for customers to be sent where they to go so it ends up creating less movement and having a customer on hold less.
- Filtering calls
- Multiple list functions
- Can display the call queue
- Easy to use functionality
- We need a secondary auto dialer to use it
- Different colors as red and blue do not clash well
- The ability to customize things a bit more
- Have the exact number instead of showing 99+
November 28, 2021
The Nice World of NICE CXone
[NICE CXone] is used to manage our time with various ongoing calls. It has also helped me in knowing how much time I take for each task. Also, I have used it to know if any of my colleagues [are] available to help. It makes it very easy to use, especially when I have to contact another department or when someone has to call me.
- Manage time.
- Display if someone is available.
- Fast
- Sometimes it has connection issues.
- Personalize options, regarding the color or display.
- Conference call with 3+ phone numbers.
November 14, 2021
Excellent Tool for Busy Call Centers
My organization is a dental implant company. We have a call center to set up [a] patient's first visit to the center. We use NICE CXone to help divide up daily calling tasks at any given point of the day. It allows us to make sure that we are able to quickly answer inbound callers, and do outbound/other work or training on the side. It increases productivity among our team and makes for a better patient experience. I am unsure if NICE CXone is used outside of our cooperate office.
- It is easy to read and user friendly.
- It updates within a few seconds so you can see up to date information.
- You can easily switch between dashboard views for different jobs or tasks.
- You can organize the data it gives you.
- The data updates pretty quickly but is not instant. That could be faster.
- They could allow the end-user to change the color of the webpage to reduce eye strain or just for fun.
- Add more detailed filtering options.
November 11, 2021
NICE CXone Being Nice
The way that I use NICE [CXone] within my organization is to log in and keep track of time worked. It also allows for use with being able to see exactly what AUX codes were used when within a given shift so you can accurately see how your time was spent working. This comes in handy in the event that there is a discrepancy in the time entered compared to what our organization has tracked on their end. NICE [CXone] even goes so far as to display a pie chart with color coordination if you want a more visual representation of how your time is spent within the system. In the end, I can definitely recommend NICE [CXone] as the go-to system for any organization looking for a clean and intuitive design to use within their ranks.
- Makes it easy to log in.
- Is easy to find what I'm looking for.
- The layout design is nice.
- Color coordinated visuals enhance ease of use.
- The design is fine the way it is.
November 10, 2021
Great overall softphone software!
Use it daily for phone calls handling calls for the entire VA network and it works very well. It also keeps track of scheduling, adherence, call history. It also shows analytical data for the call volume and many other services that we just don't use as technicians but for just a softphone this has so many features.
- Providing analytical data for call volume.
- Keeps track of scheduling and adherence.
- Has a user friendly and clean display.
- Analytical data could be more real time unless this feature is blocked by sysadmin.
- No other update.
November 10, 2021
A "Nice" CXone Contact center solution
Have been using it primarily for customer contact, both inbound and outbound. NICE CXone has numerous options for creating categories that can be subdivided to skills that can be assigned and make easy landing for the customer for his addressing his specific queries.
- Call Handling.
- Priority call landing.
- Load balancing with equal distribution of calls amongst available agents.
- Analytics
- Custom Reports.
November 10, 2021
My thoughts using NICE CXone for customer service and sales.
Our organization utilizes the tool of NICE CXone to make and receive calls from our customers looking for excellent customer service, sales, offers, general questions, and solutions to their inquiries. NICE CXone is of great help in receiving and attending all the aforementioned calls, used by all of our departments.
- Easy to use.
- Provides detailed call information.
- Includes great call resources.
- Issues transferring calls.
- Slow at times.
- Could include more features, like a mute button.
November 10, 2021
NICE CXone
We use this for chat, Voice, Email across all departments.
So far experience is Ok and not that great and lots of small features are missing from an Agent experience standpoint. Compared to cisco we do see quite a few features lacking.
So far experience is Ok and not that great and lots of small features are missing from an Agent experience standpoint. Compared to cisco we do see quite a few features lacking.
- API integrations.
- Work from anywhere agent.
- Lots of Issues and features missing on email (Digital platform - brand embassy).
- Agent experience is really bad on chat and emails both when compared to Zendesk which is our existing product.
November 09, 2021
Using NICE CXone is so nice!
To communicate with customers and provide them with services provided by the county. With NICE CXone, it makes it easy to handle our call taking. It also makes it easy to find our progress and see where our call taking takes us. The avatar feature is also very entertaining! Having NICE CXone on the computer makes handling a phone was easier!
- Answering the phone with just one click.
- Conference calls made easy.
- Caller ID feature is great.
- Making the colors customizable for those who prefer dark tones.
November 09, 2021
If it isn't broken don't fix it. Very happy with the software.
It's great and easy to use does not glitch out as much as other systems. Even when I was first learning about it I was able to grasp the information rather quickly and with ease. Now that I am more familiar with the system I am able to navigate through it and not have to worry about getting lost or forgetting how to use it since it is so easy and simple to use.
- Very simple not over loaded with options and tools.
- Keeps good connection with other systems that we use to help our customer.
- The phone controls are very easy to navigate thru.
- Agent leg disconnects a lot so maybe update the software to not disconnect as much.
- Sometimes I am not able to transfer calls easily it takes a few tries.
November 09, 2021
NICE CXone almost as NICE as it sounds
We use NICE [CXone] every day in our work. It is used by a number of departments in our company. The greatest function is the single sign which allows us to sign into one program instead of multiple that we did previously. It has been successful so far, it would be great if they could fix audio issues with other programs such as zoom and Microsoft teams. This has caused many problems, if it were fixed this would make it an even greater program.
- Single sign on.
- Ability to answer direct calls while on a call.
- Ability to oversee calls live and in the database.
- Audio issues with other programs.
- Conference/transfer issues.
NICE CXone is currently being used by our customer support department. The system frequently times out and logs itself out. There are many issues and errors when utilizing in conjunction with other programs. The sound and call quality seems to be good though. I also enjoy the ease of use as well as the multitude of dispositions available. Overall the program works as designed just needs to have a few kinks worked out.
- Setting options.
- Reporting features.
- Ease of use.
- Integration with other products.
- Error reporting feature avail when error occurs would be helpful.
- Better VPN compatibility.
November 09, 2021
NICE CXone allows Agents to do job efficiently and effectively
All customer service representatives are using the NICE [CXone] to take calls, do callbacks and the best part is it allows each call to be logged, noted and a disposition has to be used.
- Disposition
- Caller info.
- Allows customers to be serviced better.
- Call backs.
- Disposition.
- Details
November 09, 2021
NICE CXone is the future of contacts
Is being used to receive calls from customers so we can provide the customer. Also is used internally so we can contact between employees.
- Provides a great report of the call that were not answer.
- Gives a fast access to the users that are in the company.
- Provides a understandable platform.
- The way the chats are received will be a great are of improvement.
November 09, 2021
Enjoying NICE CXone
The company is using it for tracking and managing customer-facing personnel. It is being used across several departments including NICE CXone, OpEx, etc. NICE CXone addresses issues such as tracking, management, queue volume.
- User friendly.
- Queue view.
- Reporting
- Better reporting for all in one place.
- I want to be able to customize views more.
- On some dropdowns, it cuts off at the bottom and I can't see it.
November 09, 2021
Not the best, not the worst
Across the whole organization as a call center. Customers call into us and we use it to help record our calls and take inbound and outbound calls. We use it for transferring between departments as well and to help us contact customers through email. Over the years its looks and usability of it have become more confusing and less user-friendly.
- Easily displays number of calls.
- Easy to manage agents.
- Setting up commitments is convenient.
- Occasionally the server will disconnect and we lose phone functionality.
- Calls get "stuck" in the queue when they don't exist.
- Can't remove commitments very easily when they are made.
- Kicks you out after 2 hours. Making it annoying how you have to log back in.
November 09, 2021
Amazing Product!!
NICE CXone is being used by the entire Pre and Post sale operations of the company. We use this product to handle customer calls and Advocate as well as Registration Specialist dispositioning. It addresses the problems of time management and efficient customer contact accessibility. With this product, we are able to control call flow by department and account for the work status of the Advocates and Registration Specialists.
- Control call flow.
- Displays work status.
- Displays the time in that work status.
- The automatic logouts.
- Launching the max agent automatically.
- Displaying total time logged in after changing work status.
November 09, 2021
I recommend
This program is great in bringing together a lot of information and tasks that took multiple applications and software with the old system my company used. This makes reviewing and bettering ourselves a lot more accessible. It's a huge improvement for my company.
- Easier transfers.
- Easy access to previous calls.
- Static
- Not showing info customers put into the system for long enough, this should be permanent on the contact and able to be copied and pasted.