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NICE CXone

NICE CXone

Starting at $71 per month per user
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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.

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Recent Reviews

TrustRadius Insights

Ease of Use: Users consistently praise the platform for its intuitive design, simplifying task execution and enhancing overall efficiency …
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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, …
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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 …
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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. …
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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 (529)
    9.2
    92%
  • Warm transfer (502)
    8.9
    89%
  • Call tracking (483)
    8.7
    87%
  • Inbound call routing (487)
    8.4
    84%

Reviewer Pros & Cons

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Pricing

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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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Product Demos

NICE | Show Me the Demo

www.nice.com
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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.

8.6
Avg 8.3

Workforce Optimization (WFO)

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

8.4
Avg 8.2
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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 Outbound response highest, with a score of 9.3.

The most common users of NICE CXone are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(836)

Attribute Ratings

Reviews

(1-25 of 548)
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March 01, 2024

NICE CXone.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
NICE CXOne's reporting makes our clients understand their customer service performance. It gives clear data on things like customer satisfaction and agent productivity by creating customized reports. With simple graphs and charts, they can see what's working and what needs improvement. It helps our clients make smarter decisions to keep their customers happy.
February 29, 2024

NICE is Great!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Prebuilt and self-building reports are terrific. There seems to be a transition to a different reporting platform, which introduces complexities, but overall, it is still great.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting is exceptional with NICE CXone. It has a multitude of pre-built reports, but also offers the flexibility to build your own reports. We use a combination of canned reports as well as customized reports. It also allows us to do customized reports for each of our call centers as each organization has different needs and requirements.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
CXone's reporting options are flexible and many. We are able to export reports in various formats, schedule email deliveries, and leverage APIs for programmatic access. We can gain visibility into call center performance instantly with real-time reporting and dashboards, alongside historical trends for deeper understanding with the use of their Pre-built and Custom reporting options.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The reporting is very accurate and easy to understand. Also, we can schedule it based on our time range and when we required via an email that is more helpful inside the organization to showcase with everyone in the team. The report also come with the diagram that is very easily understandable and quickly get the info in short time.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
There are times when I have to search reports for the information I need as well as times where too much information is provided. Building custom reports takes time and that is difficult in a fast paced environment. The dashboard is critical to our performance and is very easy to read.
August 10, 2023

Very good experience

Tomáš Sova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I have already answered it in previvous question. However NICE CXone is providing huge amount of reporting dashboards. You can see what are doing your employees, how are they doing, KPIs and customize it for your use. And of course you can see it in real time, wich is the most important.

Your reports can be exported to multiple formats.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
the reports are easy to customize and use.
exporting to any format you need is simple and responsive.
the real time dashboard can show any statistics you need at a glance and is great to have up on a TV display for everyone to be able to see and track progress.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
There are plenty of possibilities in reporting. It is almost neccessary to look with somebody from CXOne into initial setup and do the best data output company needs. There are lot of know-how from CXOne and lot of KPIs clients have, and the best way is to share it through whole clients journey
Jonathan Matthis | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
The website for NICE CXone gives the user a ton of analytics about their call activities, percentage of time the user is available vs working (in call) or available (waiting for calls). The user has access to their recordings and can selectively suspend recording of calls to protect their calling users personal identifiable information or if HIPPA or NDA will be an issue during calls
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