Skip to main content
TrustRadius
NICE CXone

NICE CXone

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.

Read more
Recent Reviews

NICE CXone.

10 out of 10
March 01, 2024
Incentivized
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, …
Continue reading

Glitches galore

3 out of 10
August 23, 2023
Incentivized
We use Nice Cxone as our webbased telephony system to answer calls for our suicide Hotline. Using this system helped us upgrade from using …
Continue reading

NICE CXone Review

9 out of 10
August 23, 2023
Incentivized
We use the service to handling incoming patients, follow up with our patients and address appointment scheduling, questions or concerns. …
Continue reading
Read all reviews

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

View all 22 features
  • Agent dashboard (527)
    8.7
    87%
  • Warm transfer (500)
    8.5
    85%
  • Call tracking (481)
    8.4
    84%
  • Inbound call routing (485)
    8.0
    80%

Reviewer Pros & Cons

View all pros & cons
Return to navigation

Pricing

View all 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
Return to navigation

Product Demos

NICE | Show Me the Demo

www.nice.com
Return to navigation

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.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.8
Avg 8.3
Return to navigation

Product Details

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

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives  agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.

NICE CXone Video

NICE CXone Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesNorth America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa
Supported LanguagesBulgarian, 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

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.

Five9, Talkdesk, and Genesys Cloud CX are common alternatives for NICE CXone.

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(830)

Attribute Ratings

Reviews

(1-25 of 512)
Companies can't remove reviews or game the system. Here's why
March 01, 2024

NICE CXone.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have tailored reports within NICE CXOne to capture specific metrics and KPIs most relevant to our operations. For example, we've created reports to track agent performance, customer satisfaction scores, and trends in customer inquiries. We have created customer-specific call scripts and IVRs. We have integrated a third-party system and connected CXone to our CRM system.
February 29, 2024

NICE is Great!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
We have customized just about every aspect. Some of the key CRM integrations have been tricky and less than perfect.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have customized NICE CXone in many ways for our enterprise. We have multiple call centers that operate in different ways:
- Customized call routing per call center.
- Customized call reporting per organization.
- Personalized call scripts for each call center

The impact has been invaluable because it's allowed us to leverage a single technology platform, while allowing autonomy for our individual call centers.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Nice's flexibility in the customization of reporting has allowed our Managers and Supervisors the opportunity to build the reporting that is pertinent to their organization—allowing for rapid identification and measurement of their KPIs. The contact routing scripts are very intuitive and have allowed us to build many custom scripts that serve our customers proficiently—routing them to the most skilled agents to meet their needs.
Kahlan Alexander | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Agent coaching requires metric data and some analytics to guide agents towards metric goal achievement. Having the ability to leverage inbound and outbound call log reports and review the information with the agent provides the frontline worker with key insights to do their job better. It is the responsibility of the manager to present this information to the agent in as many ways as possible to improve agent job performance. The NICE CXone platform allows the user to generate different kinds of reports that improve the overall perspective of how well the job is being done.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I lead a team of support agents who all use the service and we rarely have issues. I can build and customize a dashboard to watch how my team is progressing throughout the day, and I can even assist in their calls when we come across a particularly difficult customer. The interface is easy to use and I love all the options to search for calls that need to be reviewed.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We are customizing the reports based on the manager's requirements which is really very helpful for us. They can easily customize it based on their needs and support of technical agents. The managers are given good feedback about this and they felt very easy to run and schedule a report as per their recommendation.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The platform is extremely customizable. If you can dream it, your IT folks can build it using the Nice platform. This has greatly improved the quality of service we are able to provide our customers.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use custom reports however this function is underutilized due to the time it takes to attempt to create reports. The script function is fantastic. Accounts and resources come up for the reps so all is ready for the call. Let time is needed to find information. Quick replies for chat and email reduces time spent on communication too.
August 23, 2023

CXone product review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have created custom reports based on our clients needs. We also have a CRM integration with our Salesforce Service Cloud and Salesforce Health Cloud.
August 10, 2023

Very good experience

Tomáš Sova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The NICE CXone provied us a great flexibility to customize our software. We can customize also queue routing, everything around our agents (employees), you can real time see all necessary reporting, you can use multiple filters that you can sort from date, channels, agents, time and so on. Also you can create soft reports for you employes and you can decide whether you provide full report or just a piece of it.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I have customized reports to better track our teams SLA's and KPI's
I have customized call scripts to better handle inbound calls with IVR prompts, after hours diverts, ability to leave call back numbers.
I have customized dashboards to get a real time view of the teams efficiency and current SLA.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
With custom dashboards we see how our agents work in realtime and how fast they communicate with clients that need almost immediate interaction and how fast they close whole communication.

We also look at efficiency our agents have and maybe which Social media channel suited them the most.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
The tools used to create this customization are very complex, and as such we've had to lean on NICE for support. They charge heavy fees for such support (not included with your recurring service fees) and as such there are a lot of features we're simply not leveraging. We've even abandoned the use of some features because the way they present in the client software is too cumbersome for end users to handle reliably.
Return to navigation