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
View PricingOverview
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.
Recent Reviews
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)8.080%
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
NICE | Show Me the Demo
www.nice.com
Features
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Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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).
Comparisons
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Reviews and Ratings
(830)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
We use NICE CXone (user hub) for ACD/IVR, WFM for productivity, and Quality Central for analytics(recorded data). We migrated our phone system from traditional analog, DTMF (extension-based routing) to digital IVR services via NICE CXone. It has helped us integrate data into/from multiple sources like CRM, Speech, and HR apis. With this migration, our reporting is simplified, agent productivity has increased, and we are working on embedding quality in all customer interactions. Overall NICE CXone has met our needs and also helped us in improving customer satisfaction.
- Interactive Voice Response
- Automatic speech recognition
- Reporting
- Case Management ( for reported incidents/probems)
- Time is takes to resolve tier2 type problems
- Lack of Subject matter experts
78.75%
7.9
83.75%
8.4
N/A
N/A
N/A
N/A
We need a dedicated resource who can help us with such demos and improvements for personalization
Yes
AVAYA suite
2000
Agents, Managers, Supervisors, Administrator
1000
agents answering or placing calls.
- Call center
- Reporting
- Recording
- Data lake
- CRM integration
- Screen pop
- Menu Options
- Direct extensions
- Operator routing
- Cloud Solutions
- Scalability
All it needs to access Nice CX is the internet, that's brilliant.
not sure.
We do have premium support however staff is not well Trained.
During COVID days, Nice offered traditional hard phone phones even though their model is purely softphone centric.
- User interface
- Call recordings
- call scripting
- Integrations
- Custom reports
No
We use NICE CXone as our Telephony system. We use it for forecasting, receiving calls, emails, and chats. We also use it for our QA system. The product addresses the need we have for one complete system that does everything for us instead of multiple systems. Because it is cloud-based it allows flexibility for our agents and helped us to get rid of an old desktop phone system. The product has reduced our training time in the classroom because it is all-inclusive. We can now train our agents on the phone system, chat and email much more quickly because it is all the same product. The look and feel of it are very intuitive and even a new user, picks up on it very quickly. Quality assurance was made much easier with the new system in that it records all the interactions. Now we can listen to and do quality control even after an agent has gone home for the day to provide feedback. This helped reduce the size of our QA team during our holiday season. NICE CXone also allows us to do forecasting and has helped to eliminate a need for other forecasting software.
- Reduces training time
- Combines several systems into one
- Allows agent flexibility for work locations
- Does not require much IT support
- Provides detail reporting and tracking of agents statistics
- Records all interactions
- Work Force Management continues to improve.
- Integration with Microsoft Teams would be nice.
- Customer Sentiment works well and continues to improve.
76.92307692307692%
7.7
88.88888888888889%
8.9
N/A
N/A
N/A
N/A
- Immediately saved us money by eliminating several older products and combined them all into one.
- Reduced training time
- Reduced staff on the QM Team
- Allows flexibility for agent location
- Simplified IT Support
We have customized a number of reports that have helped us to track customer needs and agent performance. One of the changes that it has allowed us to do is to have all of our agents now take calls and chats due to the simplicity of the system. We no longer have to have separate teams handling chats and phone calls. This has allowed a quicker response to a growing chat channel and has reduced the agent count for chat only.
Yes
A telephony desktop system.
Chat and email software
Workforce Management Software
QM Software and hardware
Chat and email software
Workforce Management Software
QM Software and hardware
No. The basic support has proven more than sufficient.
Yes
Yes! It was addressed quickly and corrected.
We get to meet weekly with a support agent who provides insights, and training and we can share any issues we might be experiencing.
October 13, 2020
A great call center solution with one major drawback
inContact is a major improvement over our previous call center software. We are able to build dashboards which include live data on calls received, average speed to answer, abandoned calls, longest wait time, etc. I am able to build custom reports to pull data on the previous week or month without having to enter the criteria every time. I can schedule daily reports to run a specific time and email me the results in Excel format. So instead of having to run these reports daily, they are waiting in my inbox ready to use. This saves me a ton of time each day and allows me to prepare time-critical reports much faster than our previous software.
- Dashboards - Instant real time reporting.
- Custom Reports - allows for a report to be created and run whenever it is needed without reentering the criteria.
- Delay in report updating - Custom reports are not real time and may take 6 hours to update.
- Making a change to a scheduled report require the report to be rescheduled or it will not run properly.
95.45454545454545%
9.5
96.66666666666666%
9.7
N/A
N/A
N/A
N/A
- Positive - Offers many more pre-built reports than other ACD products.
- Negative - Customer reports take too long to update.
While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later than expected for not at all. Reports are run and exported in exponentially quicker times in inContact.
October 28, 2019
Great Product
We use Verizon's InContact to track our incoming calls at our university's enrollment services center. Being able to keep track of how we are helping our students helps us report back to administrators what our needs are.
- Tracking.
- Reporting current data.
- In-app transfers.
- Current data occasionally glitches and is inaccurate.
- Building reports need to be more intuitive.
- Transfers could be smoother.
12.307692307692308%
1.2
53.33333333333333%
5.3
N/A
N/A
N/A
N/A
- Ability to have data backups for our needs.
It had the best features for the pricepoint.
November 08, 2013
Attensity Review: Text at its best
Score 5 out of 10
Vetted Review
Verified User
- Counting the text data to make it quantifiable.
- Reporting.
- Client focused.
- Normalization of data.
- Too difficult to tune the tool.
- Natural language can go too far - left can be a direction and the past tense of the verb leave - The tool assumed it was a verb.
- We found a quality problem that was emerging. Since the issue sounded like normal use of the product, we were not sensitive to the rapid increase in what our consumers were reporting. The tool made us curious as to why the use issue was growing. We had a problem.
- Engineers were able to gather point of use details from our end users with out the large effort of reading comments
We looked at several tools for turning text into data.
The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.
Attensity had taken the approach of including reporting and alerting with their text engine.
The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.
Attensity had taken the approach of including reporting and alerting with their text engine.
300
Customer service, product safety and product quality.
2
Hybrid skills between advanced user, content owner and some IT training
- Quantify what the consumer wants.
- Qualify usage and failure data.
- Use the questions coming to customer service to help prioritize training content.
- Part inspection ticket analysis.
- Blog or social media monitoring.
No
- Product Usability
We were able to port data to Attensity and see results in a small window of time. By hosting the solution, and offering reporting, much of the burden of implementation was managed by Attensity
I was not part of the selection team. Just the implementer.
- Vendor implemented
Yes
We did some consumer based content - text only, then added attribute detail, then added a 2nd data source for the same type of data.
Change management was a major issue with the implementation
We had to internally market the new solution. This surprised us.
- Our internal language was not full sentences. We had abbreviations, terms that were not well managed by the engine, we also had not used full sentences and the tool was looking for verbs that did not exist.
No
I have a basic contract and get good service.
Yes
It was more of a limitation of the software. They were very attentive to my point of view and worked towards resolution.
We had a truncated data set transfer over. When we realized it, it was already afternoon. We prepared a replacement data set , and Attensity made unique jobs & schedules to receive, process and report on the data by the next morning.
- The reporting for the masses is visual.
- The export detail is a nice feature.
- The ability to link similar findings in multiple data sets was elegant.
- Tuning - training the text engine on the industry specific language was laborious - so, so, laborious.
- Attempting to expand the solution to be more analytical - Normalized incidence.