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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

(830)

Attribute Ratings

Reviews

(1-24 of 24)
Companies can't remove reviews or game the system. Here's why
December 04, 2021

All good!

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
November 09, 2021

NICE CXone allows Agents to do job efficiently and effectively

Verified User
Project Manager in Customer Service
Telecommunications Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
8
Overall, out of many applications used to produce my business, I have to say that NICE [CXone] is about the best. It allows my agents to get work done efficiently and it also allows for us to log out what reason for their call.
October 26, 2021

We can work from anywhere due to NICE CXone

Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
financial advice
Icatu Seguros (Security & Investigations, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
10
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
May 28, 2021

NICE inContact CXone Review

SS
Sara Sutton
Agent Support
Apple Leisure Group (Leisure, Travel & Tourism, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Renew
8
The quality is pretty clear despite who I am speaking with, I have very few errors with this site. I like the tracking that the dashboard has to offer me. I can watch the call counts and manage my own time better depending on the volume of calls to agents.
January 26, 2014

Attensity- Slow at the start, but has evolved into a good product

Verified User
Manager in Marketing
Telecommunications Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Renew
9
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract.
January 24, 2014

Attensity - so much potential, but fall short on providing value

Justin Sarni | TrustRadius Reviewer
Justin Sarni
Market Research
TRACFONE WIRELESS (Telecommunications, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Likelihood to Renew
8
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
November 16, 2013

Attensity (Flashback to 2011). Suggestions on structured & unstructured connection.

Alan Bainbridge | TrustRadius Reviewer
Alan Bainbridge
Senior Analyst Customer Insight
Intermountain Healthcare (Airlines/Aviation, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Likelihood to Renew
5
In my current job we do not use Attensity. I work as an HR analyst we have all/most of the data we need as structured data. We have very little unstructured data. It would not be a good fit for our team.
November 16, 2013

Is Attensity Respond Right for Your Brand?

Verified User
Strategist in Social Media
1001-5000 employees
Score 3 out of 10
Vetted Review
Verified User
Likelihood to Renew
3
I gave this rating, because overall Attensity did not make the process of responding to a very engaged audience easier. The reason that we started using the tool was because we wanted to find a way to better manage the high volume of posts that were coming in, but in the end the tool actually ended up slowing us down. The biggest shortcoming for me was the fact that the tool was incredibly slow. The time that it would take to open a post, view the consumers ticket history, go look at the post natively, and finally respond or delete ended up taking longer than actually monitoring natively on Facebook or Twitter. Ultimately there were just too many issues with Attensity, and our team could not afford to waste the time it took to work with Attensity anymore.
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