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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www.nice.com
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Product Details
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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
(1-25 of 512)Companies can't remove reviews or game the system. Here's why
March 01, 2024
NICE CXone.
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!
We have customized just about every aspect. Some of the key CRM integrations have been tricky and less than perfect.
February 26, 2024
Nice CXone - Exceptional Call Center Platform
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.
- 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.
February 20, 2024
Nice CXone Features and Value.
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.
November 25, 2023
Infinite Reporting & Timely delivery
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.
November 17, 2023
Great product with great features
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.
We need a dedicated resource who can help us with such demos and improvements for personalization
August 23, 2023
Glitches galore
This is not a feature our business has really explored, but I would be interested in learning more about it.
August 23, 2023
NICE CXone Review
We have built many customized reports for our business need
August 23, 2023
Nice in the name of Nice :)
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.
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.
August 23, 2023
Great tools for Better Decisions
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
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 17, 2023
A great all in one call center platform.
With the IVR I was able to easily create a routing plan for hundreds LECs and direct them to the right place.
August 16, 2023
CXone a very useful tool to increase Customer Satisfaction
We often use cxone for custom reports to help monitor calls and agents
August 16, 2023
Great Product
use reporting for billing on complicated bills, able to give solid performance feedback to staff.
August 11, 2023
Extended support and extraordinary service
Test environment availability helps to copy any script and make some changes as per our requirements it helps to understand do and don’t
August 10, 2023
Very good experience
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.
August 10, 2023
Great Product for your CEC portfolio
We have been able to create custom roles and permissions based on our varying need by region and groups in our organization that has been very helpful with keeping up with our legal adherence.
August 10, 2023
Accessibility in Contact Centers
During COVID we were able to quickly adjust our IVR and call routing to allow for new contracts and better call flow.
March 31, 2023
NICE CXone is a Great Product
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.
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.
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.
January 09, 2023
NICE CXone - a scalable phone and contact solution to give you the edge on calls to and from your user base
No customization has been created for our company for NICE CXone.
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.
September 16, 2022
In the Eyes of Quality
Honestly, I have not yet explored the reporting side of NICE inContact since I am focused on call evaluations for my team.