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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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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)
    8.8
    88%
  • Warm transfer (500)
    8.5
    85%
  • Call tracking (481)
    8.4
    84%
  • Inbound call routing (485)
    7.9
    79%

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.

8.1
Avg 8.3

Workforce Optimization (WFO)

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

7.7
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 CRM software integration highest, with a score of 9.4.

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

(831)

Attribute Ratings

Reviews

(1-25 of 575)
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
  • Great Admin tool to handle the customer's agents and group them according to access levels.
  • Intuitive IVR programing using Studio.
  • An excellent use of analytics allows our customers to identify trends and anticipate their needs.
  • User Interface enhancements would be welcomed.
  • Enhancing the integration capabilities with third-party systems.
  • Continuing to enhance Analytics and all aspects of the tool with AI.
February 29, 2024

NICE is Great!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Support is fairly quick.
  • They offer multiple solutions to meet various needs.
  • Self service through the product is amazing.
  • They need better implementation vendors.
  • Better communication for releases and how it impacts users.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Up-Time - NICE CXone is a very stable platform with minimal outages or performance issues
  • Ease of Use - NICE CXone is easy to set-up and manage users. It's also very easy to set-up up call flows, change call flows, update holiday hours, etc. Day-to-day system maintenance is very easy
  • Training - NICE CXone offers training documentation and videos that are very intuitive and easy to use.
  • Support - The support portal is easy to use, but I wish the overall technical support was a little better. They often ask for call samples for issues, and they never seem to be "fresh" enough, meaning that they are already out of date.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Data and reporting options are numerous.
  • They are constantly advancing their available technologies.
  • The user interface is very intuitive.
  • Technical Support is lacking in some cases, unable to help in certain scenarios.
  • It is sometimes difficult to get answers in a timely fashion from their back-end teams when needed.
August 23, 2023

Glitches galore

Score 3 out of 10
Vetted Review
Verified User
Incentivized
  • records and keeps calls
  • the system is fairly easy to use
  • we often experience glitches, preventing our call handlers to answer calls
  • glitches when logging out of MAX if not done correctly
  • We are expected to help figure out the reasons behind these glitches or do some for the work needed to fix it ourselves
August 23, 2023

NICE CXone Review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Quick to provide help
  • Updates to the platform are relevant
  • Our account manager is always available
  • The Studio scripting can be challenging to navigate
  • We do run into issues trying to show we have an issue when they can't replicate it
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
  • Please enable secondary ringer option in Salesforce
  • Please extend the notification time for incoming calls. It's just for 3-4 sec as of now, which leads us to miss the calls.
  • Need little improvement in reporting
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Workforce management is very easy to use
  • Quality management allows evaluations to be objective
  • Real time adherence allows me to know what everyone on the team is doing at a glance
  • Reports allow us to evaluate the performance and helps us improve
  • It would be nice if the prebuilt reports had some functions to modify
  • It would be nice to have additional color Aux codes for WF
  • Honestly, I don't have any other suggested areas of improvement.
August 23, 2023

CXone product review

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Provide innovative ways to engage with customers
  • Provide detailed data needed for reports requested by clients
  • Technical Account Manager is always attentative and responsive to our needs.
  • Easy to engage with support.
  • Provide better ways to be able to access raw data from the platform without the need of APIs or custom reports.
  • With more and more users working remotely, have the platform more friendly with Wifi connections. A lot of connection and audio issues occur due to being connected to the internet via wifi. It's not ideal for everyone to be connected via ethernet cable.
  • Have the ability to get contact detail reports past 90 days.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • I really like how easy the IVR is to script and debug.
  • Quality Management is top notch.
  • Workforce management make scheduling a breeze.
  • The reporting tools aren't as user friendly as I would like.
  • The MFA implementation is a joke.
August 10, 2023

Very good experience

Tomáš Sova | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Great UX
  • Very fast and proactive customer support
  • Multichannel solution
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Providing a Cloud Solution
  • Keeping up to date with the newest technology
  • Providing support for implementation
  • Incorporating data from all systems into one tool
  • Having a complete solution when a new product is added to the tech stack
  • Platform performance for large companies
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Inbound Calls
  • Reporting
  • Support
  • Accessible from any Internet Connection
  • Some Calls get stuck and cant be answered
  • Sometimes the web client crashes
  • Audio quality can sometimes be an issue
Jonathan Matthis | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Seamless integration into systems
  • Works on any computer as it is website based, not software based.
  • Allows for quick calls, scheduled calls and more
  • Quick options to call and work with teammates as a consultation process
  • I have experienced frequent issues with the dashboard loading which in turn causes Max to fail to load and function
  • Sometimes the functionality can be slow and get bogged down and the only solution is to reload the website
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Deep and robust tool set for designing contact flow
  • Respectable uptime
  • Phone based customer support is responsive
  • Integration with RingCentral is basic at best and not well documented
  • They charge per engagement for configuration support
  • Admin console is unnecessarily complicated and cumbersome to use
September 16, 2022

In the Eyes of Quality

Anallyn Taban | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • Ability to download calls
  • Ability to play calls through other tools like 8x8
  • User-friendly navigation
  • Inability to measure actual hold time per attempt, which is important for the call center.
  • Application crashes from time to time
  • When idle, NICE inContact gives an error when tying to refresh.
  • Instances of clear recording but agent could not hear caller.
  • Delay/Sync issues when agents answer calls affecting QA scores.
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