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
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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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How NICE CXone Differs From Its Competitors
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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)7.979%
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
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www.nice.com
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- Downloadables
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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).
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Reviews and Ratings
(830)Attribute Ratings
Reviews
(101-125 of 578)Companies can't remove reviews or game the system. Here's why
November 04, 2021
So easy to use love it
We use [NICE CXone] to receive calls and transfers and put members on hold. We love using [NICE CXone] because of how easy it is to use. Including being able to show our team leads if were on a lunch break or unavailable. This system makes it super easy and everyone in the office loves it! Thank you [NICE CXone].
- Show availability.
- Transfer
- Hold
- Less crashing.
- Bigger screen.
- Launch button instead of transfer.
November 04, 2021
Easy to Use Software
Used to take calls with homeowners and professionals.
- Connect to customers.
- Clear app instructions.
- Easy to use.
- Sometime crashes.
November 04, 2021
NICE CXone is the NICEst one around.
We use it as our phone system and schedule checker. The sales reps and customer service reps use it. It doesn't address problems but rather we give people solutions. It is a great system that is implanted by the company and it helps with sales. We love the NICE CXone system.
- It helps with customer service.
- It helps bring in sales.
- It shows in detail how many calls I take.
- Shows me the data I need.
- Lags a lot.
- The interface isn't user friendly.
- Crashes on me sometimes.
November 04, 2021
Boost the productivity by managing customers very effectively.
NICE CXone helps to manage the customers complaint, issues, concern very effectively. It eliminates a lot of human intervention and gives the extra productivity to the associates. It manages the customers interactions using latest technologies like Cloud, artificial intelligence. It gives the perfect dashboard settings according to your process requirements.
- Customer management.
- Workflow management.
- Automatic call distribution.
- User interface.
- Sign up process.
- Very much Connectivity sensitive.
November 04, 2021
Please fix the calling issues.
[I believe] NICE CXone makes it difficult for me to do my job. It never works when I try to call out. It freezes when I try to log in which has made me late before. It should also notify you when it's time for a break and lunch. I don't think that would be difficult at all.
- Schedule linked to disposition.
- Alerts for breaks and lunches.
- Working to call out.
- Less dropped phone calls.
November 04, 2021
NICE CXone Review
NICE CXone is a great way to make sure employees are showing their team leads what their current disposition is within the department.
- Easy to navigate.
- Allows agents to toggle through dispositions easily.
- Sometimes the MAX pop-up crashes, which can be inconvenient and problematic.
November 04, 2021
Very good software
This program has replaced two of our old systems and has made life a whole lot easier. I would say, in our company, that the reporting can be a lot to process and we probably do not use it to the best of our potential but it is an awesome feature. Another good thing about this software is that I can now pull up my dashboard on my tablet to keep an eye on things while doing other tasks. One downside is that my dashboard is private but openly viewed by everybody else, I am unsure of a way to change this if it's even possible.
- Dashboard graphics.
- UI
- Intricate reporting system.
- Reporting feature is slightly confusing.
- Everybody can see my dashboard, even though it's set to private.
November 04, 2021
It's okay.
NICE CXone is being used as a replacement softphone provider for our previous across the whole organization. Unfortunately, things haven't worked out the way they planned and a few months later we're still using the old softphone provider as a backup for chats and emails. When it comes to calls we still have issues with various client names not showing up on calls, outbound calls dropping sporadically, and various instances of agents having to log out and back in to regain basic functionality. When it works it's fine.
- Does not require copious add-ons for the end user.
- Has a nice interface.
- Calls dropping.
- Client names don't appear consistently on inbound calls.
- Would like to see full browser tab functionality rather than it being a window I have to move around 4 monitors.
November 04, 2021
Good Product if your in a smaller company
We currently have [NICE CXone] linked to our Cisco phone systems.
- Provides outline of call prior to pickup.
- Allows us to categorize calls at the end or during.
- Able to tuck away the pick up tab.
- Freezes a lot.
- Cannot be marked as a category for more than 15 mins or else it crashes.
- The tab to dial is tucked away and sometimes hard to access when needed in a hurry.
November 04, 2021
Ease of use and transfer of ideas
Used company-wide for call center and receiving and sending emails. It addresses ease of communication between employees and with customers. It is used to facilitate communication between all parties and helps to bridge the gap creating ease of use and ease of transfer of ideas and creating a close-knit company.
- Ease of communication.
- Transfer of ideas.
- Sharing of data.
- Make outbound calls while reading emails easier.
- Allow for individual to screen call and answer if available.
- Allow for personalized outgoing voicemail message.
November 04, 2021
NICE CXone for Work From Home setup
We use this for everyday comms with inbound and outbound calls, in tandem with Webex and Zoom. We also use this to monitor the number of calls coming in and the skill set for who will assist each call. Using the reports generated, we can safely watch the trend where the spike in the number of calls at any given week or month.
- Number of abandoned calls.
- Concurrent calls.
- Voicemail forwarding.
- Call recordings.
- Integration to CRM.
- Display of details after customer provided details during IVR.
- Backup plan when InContact is unavailable.
November 04, 2021
Does the job at scale
This is our telecom solution for our entire organization. It's the backbone for all our customer interactions.
- Allows new users to be added easily.
- Call and Screen Recording Functionality.
- Robust API for integration.
- Needs more flexibility in QA reporting.
- Needs better control over inbound call distribution.
- Needs better reporting in general.
November 04, 2021
Great for an inbound call center environment
We use it for call operations for our corporate service desk. I can't go into very much detail other than that, but it is integral to the way that we handle all of our calls, and from the perspective of the company we are an invaluable asset -- this helps greatly in that regard.
- Transferring of calls is simple.
- Hold procedure is simple.
- Viewing other team members' status.
- User interface is clean and simple.
- Tooltips for the different functions for the newer users.
- Tutorials for the new users.
- A way to flag the call in order to notify of critical action needed.
November 04, 2021
YOU ARE GOING TO LOVE THIS PLATFORM!! :)
I use [NICE CXone] to receive inbound calls from guests and to make outbound calls to my colleagues that work within different departments. It only took me less than ten minutes to get fully trained on how to use NICE CXone. What I like most about this platform is that it is VERY user-friendly. This is the best phone system that I have used while working from home. Kudos to the creator! :)
- User-friendly
- Fast
- High Efficiency
- I do not have suggestions for improvement at the moment. I enjoy using NICE CXone!
November 04, 2021
Customer Service Rep Loves NICE
It is being used across the organization. We use it for phones for our 800 number, scheduling, and QA reviews. We love it. All the way to the top and down to the bottom, we all use this system. We all really enjoy the system.
- Schedule requests.
- Q and A Reviews.
- Schedule
- Phones
- Reliability
- Sign-on
- First calls in the a.m.
[NICE CXone] to my knowledge is used across the country within our corporation to manage and answer our customer's calls, This is partnered along with a phone system Called Ring Central. It calculates the stats of what you're doing and how long you are available and how long it takes to help a customer.
- Stats
- Disposition Selection
- Recorded Calls
- Dropped calls
- Static in the ear
- Make it easier for people that aren't tech savvy.
November 04, 2021
NICE CXone is very user friendly
NICE CXone is used by our entire organization. It is used to track log-ins as well as call routing. It allows us to do transfers to different departments with ease as well as track log-in times and how long you've been in certain statuses. It also has audio options that you can choose for hearing a call come in or not hearing a call come in.
- Call routing.
- Tracking login time.
- Audio settings with USB headset.
- Tracking call types.
- I feel NICE CXone could maybe have a section that gives some troubleshooting advice on some of the error messages it displays. They are few and far between but would be nice to have a starting point as to some suggestions to try in resolving the issue.
- That's really the only issue I can think of as I haven't experienced any other issues with using it.
November 03, 2021
"NICE CXone" is the way to go!
It's very helpful, it's used by all our departments at our company. Great way to communicate with everyone else like basically using a phone. Sometimes it freezes when trying to answer calls or it forgets to state the name of the practice someone is calling from, but in general, I like it.
- Fast
- Resourceful, great with communication.
- Can call anywhere we choose work wise.
- Sound comes out great.
- When agent state directory if they can hold 3 seconds before connecting.
- If phone can stay on the screen you want when on another website.
November 03, 2021
Awesome product highly recommend
Score 10 out of 10
Vetted Review
Verified User
We use it daily for our phone calls. It helps us set our availability and alert our managers when we go to break and lunch. It also allows us to make phone calls and speak with customers.
- Allows us to track our breaks and lunches.
- Allows us to make phone calls.
- Allows us to receive phone calls.
- Allow us to save phone numbers.
- Allow us to change to different colored backgrounds.
- Allow us to sign in through a mobile device.
November 03, 2021
inContact made our lives easier
NICE CXone keeps us compliant with CFPB rules/regulations. We also love NICE CXone because it has increased our efficiency significantly by increasing the number of dials we get through, AMD only puts the right calls in front of the agents, and the reporting allows us to monitor in all necessary areas.
- Reporting
- Compliance
- AMD
- IVR Building
- Clearview Reporting
- ACD Management
November 03, 2021
NICE CXone is nice to use
This is being used by the complete process and has been a key resource where all different tools have been integrated into one. This gives us an easy to use and ensures all available data is present on a real-time basis.
- Agent Data
- Daily Productivity
- Real-time reporting
- Call status
- Latency observed
- User friendly
- Tool refinement
November 03, 2021
Success is in the details
Mostly my interaction with it is for call queues and quality assurance; as well as using it as a phone system integrated with Salesforce. It is being utilized in several departments including sales and customer service, not quite sure of the full scope since leaving leadership 2 years ago. With taking on Vivint Solar, Sunrun has had to integrate both systems and workforces into one system.
- Real time tracking.
- Integration with sales platform.
- Control and visualization of call flows.
- Some bugs with working in conjunction with Salesforce. Requires constant resetting.
- Queues could have more user friendly options.
- Lag from trying to switch between queues.
November 03, 2021
Helpful, User Friendly, & Efficient
NICE CXone is utilized by public-facing employees to field incoming calls from the public. It enables the fair distribution of calls among the team and helps us track the calls.
- Fair distribution of calls among team.
- Enables easy callbacks when disconnected.
- Good tracking for lunch and break times.
- Supervisor can easily see who is available and answering calls.
- Easier report generation.
- Ability to see or record voicemails.
November 03, 2021
I'm not involved in it much, but it fits our needs
Fast communication channel between employees and their managers, that is mostly used by the manager to reach out to his employee outside work, mostly for sickness and vacations. This is in place of private devices, and in order to not issue work phones for every single employee. A good alternative to the restrictions and problems we had before.
- Replace the need of physical phones.
- Aligns with our needs and restrictions.
- I'm not aware of any problems.
November 03, 2021
Excellent program that meets business needs!
NICE CXone is being used for our [main] call center and form of communication. The program from my end with what I [experience] is amazing [compared] to other programs that I have used, and I have worked for a few call [centers], that have used many [different] programs. This by far is the best one that I have used.
- Excellent Efficency
- [Excellent] Speed
- Excellent Format
- Do not see any room for improvement.