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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

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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How NICE CXone Differs From Its Competitors

Customization

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. …
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Customization

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 …
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Customization

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 …
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Customization

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 …
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Customization

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 …
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Customization

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 …
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Customization

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.
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Customization

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 …
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Customization

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.
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Customization

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 …
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Customization

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.
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Customization

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.
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Customization

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.
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Customization

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 …
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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 (527)
    8.7
    87%
  • Warm transfer (500)
    8.5
    85%
  • Call tracking (481)
    8.4
    84%
  • Inbound call routing (485)
    7.9
    79%

Reviewer Pros & Cons

View all pros & cons
Verified User
Consultant in Information Technology
Computer Software Company, 10,001+ employees
Verified User
Executive in Corporate
Health, Wellness and Fitness Company, 201-500 employees
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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
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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.

8.1
Avg 8.3

Workforce Optimization (WFO)

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

7.8
Avg 8.3
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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 Integrations

NICE CXone Competitors

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

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.

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).
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Comparisons

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Reviews and Ratings

(829)

Attribute Ratings

Reviews

(1-25 of 546)
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March 01, 2024

NICE CXone.

Verified User
Consultant in Information Technology
Computer Software Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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!

Verified User
Executive in Corporate
Health, Wellness and Fitness Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
9
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.
February 26, 2024

Nice CXone - Exceptional Call Center Platform

Verified User
Executive in Information Technology
Banking Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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.
February 20, 2024

Nice CXone Features and Value.

GS
Gary Shadders
Sr. Business Systems Analyst
Enlyte (Insurance, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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.
August 23, 2023

Nice in the name of Nice :)

MA
Mohaideen Abdul Kadar M
Help Desk Technician
Brambles (Logistics & Supply Chain, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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.
August 23, 2023

Great tools for Better Decisions

JP
Jean Pichler
Manager
Streamline Brands (Recreational Facilities & Services, 201-500 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
9
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
Tomáš Sova
Senior Social Media Specialist
Komerční banka (Banking, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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.
March 31, 2023

NICE CXone is a Great Product

Verified User
Technician in Information Technology
Building Materials Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
9
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.
March 31, 2023

Is CXOne suitable for social media community management? Totally.

Verified User
Team Lead in Marketing
Banking Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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
January 09, 2023

NICE CXone - a scalable phone and contact solution to give you the edge on calls to and from your user base

Jonathan Matthis | TrustRadius Reviewer
Jonathan Matthis
Technician III
Atos (Hospital & Health Care, 10,001+ employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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
January 06, 2023

Maybe good for large companies, but not good value or service for smaller ones.

PJ
Paul Jebe
IT Manager
Kinex Medical Company (Medical Device, 201-500 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
6
The data is there, and some things are very easy to find. Dashboards are fairly easy and intuitive. However some data is simply out of reach due to limited canned reporting options and lack of decent tools/documentation.
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