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
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
- 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
NICE | Show Me the Demo
www.nice.com
Features
Return to navigation
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
Compare with
Reviews and Ratings
(830)Attribute Ratings
Reviews
(126-150 of 578)Companies can't remove reviews or game the system. Here's why
November 03, 2021
Good Value, Great interactive product for employees
We use it every day for our phone system, it is an integral part of our company.
- Connect with ringcentral.
- Doesn't always connect.
- Needs more options and functions.
- Just needs upgrade.
November 03, 2021
Reasons to love inContact
We use this through our customer service and patient admission department in the east, west, and south office. We are able to quickly get in contact on who we need to contact. It lets us know if they are away from the phone, available, or logged off. If we are having issues we send a feedback and it's quickly sent off for review.
- It lets us know if our co workers are on break, lunch, unavailable, or available.
- We can listen to our voicemails through NICE.
- We can schedule a task to call someone back just in case we forget to do it on our own the system will do it for us.
- We are also able to record phone conversations.
- Sometimes when I'm on a call the call will drop suddenly.
- As soon as I get off a call I automatically get a new call without the phone even ringing.
- I wish there was a keypad on inContact instead of us using our computer keyboard.
November 03, 2021
Awesome system!
I am using the phone system to take inbound and outbound calls with beneficiaries who currently have Medicare part A and part B. I help discuss Medicare options for them and find an insurance plan that fits their needs. I love the setup and think it works very smoothly with their process.
- Transferring calls are easy.
- Answering calls are awesome and automatic!
- I love how there are multiple options for when you aren't ready to take a phone call, you can choose not available, on a break, on a lunch break, going home, and such forth!
- I think having more time in between calls would be awesome so we can notate the account.
- Being able to always have a name of the caller pop up would be more beneficial.
- Having a state location pop up would be nice as well.
November 02, 2021
Great Reporting Tool
It is currently being used in our Client Solution Center along with RingCentral. The company implemented to be able to record department and individual metrics.
- Tells you if a person is available or not.
- Easy to use directory.
- Allows disposition to see what types of calls are received.
- Does not always ring properly.
- Does not always save disposition on first try and you have to go back and forth.
November 02, 2021
NICE CXone is the Call Center Software for me!
My organization uses NICE CXone as our main phone system for a specialized department's call center. It is used by the department to receive inbound inquiries and make outbound resolution calls. By having our department admins available through NICE CXone, callers receive quicker assistance and a quicker resolution. Other specialized departments within the business use NICE CXone to manage their inbound call center calls.
- Connect Callers.
- Provide Caller ID.
- Allow Easy Transfers.
- Often is buggy.
- Dropped calls.
- Silent lines.
November 02, 2021
Coach - NICE CXone
My company is fairly new with using NICE CXone; however, it has made a huge impact since the transition. This software is used by our support, management, and customer service departments to ensure a swift and easy scheduling system. The business problems that are no longer around, thanks to the NICE CXone consist of: proper scheduling updates, time-request offs, secure login, schedule availability at the click of a button, and the ability to confirm the agents confirmed out of the office. I would highly recommend using this service.
- Time off request.
- Schedule display.
- Modification alerts.
November 02, 2021
Initial NICE CXone review after one month of using the software
NICE CXone is used by our entire organization for phone services. It allows us to connect with our practices and patients on a daily basis. We use it to auto-dial out to patients with delinquent accounts or accounts needing additional support, and it is used as a support line for practices and patients to call in.
- Good audio quality.
- Easy to transfer calls.
- Scheduling call backs or follow-ups.
- When making or listening to a call, it always pop-ups in a new window, instead of a new tab. Makes it challenging to navigate.
- There is a small text limit when leaving notes during phone calls, which does not allow us to track everything in the call when we receive calls regarding multiple patients.
- While reviewing phone calls for quality assurance, we are unable to locate notes that are left during the phone call.
November 02, 2021
I love it. its so much better than working off hardphone
NICE CXone is used company wide and within all departments that handle incoming and outgoing calls phone calls to service card holders. It addresses all incoming phone calls with phone numbers, hold times, and which category and department the calls are coming in for. It also is used for transfers to different departments and supervisors when needed. It addresses all areas and departments throughout the company.
- Notification of incoming calls
- Easy navigation for different options
- Easy transfer process
- Wish it did give a little more info on caller
- Maybe a little more fluid on transfer process
- Little more clarity on agent reports
November 02, 2021
In office or working from home this a NICE CXone to have
NICE CXone is being used by our whole company. We use this system to make and receive calls in all departments. For our sales department, we use it to track how many calls are being made. This helps us to ensure everyone is being productive. Also, it's used for our administered team. Although they aren't tracked when can pinpoint if and when they made the call. Having a program like NICE [CXone] helps keep our reports in one place.
- Auto dialer- keeps the billing department productive.
- Outbound options- being able to select the number to call from is a great tool.
- Emails- The preloaded email options makes it quick to solve issues.
- Coming up - being able to set call back reminders are help.
- Virtual voicemail option is needed.
- system should load up once you log in.
- System should stay in available once other part hangs up.
- I find it strange that the phone stays connected once the caller hangs up. I feel like it should disconnect the call. I work from home using my cell and if I don't press end, I am still connected. iPhone would usually hang up once the other party does but not while using this system.
- Disposition should be selected once we call that way it's less clicking.
November 02, 2021
Best call application
Our department uses it, we use it as a contact entry tool for an IT Service Desk.
- User-friendliness.
- Good dashboards.
- Good sound in calls.
- Comparison of calls per agent on the dashboard.
- Fewer failures at the close of the session.
- Easier quality environment.
November 02, 2021
NICE CXone is more than nice, its GREAT!
We use NICE [CXone] at AON to check call quality, take inbound sales calls for our customers, keep track of Agent availability, as well as to organize team meetings, make outbound calls, communicate and relay necessary information or provide assistance with ongoing issues/provide support for anyone that is active in a call. In other words, we couldn't complete our job without NICE [CXone].
- Receive and place calls.
- Allow for call quality check.
- Organize team meetings.
- More options.
- Easier functionality.
- Better organization.
November 02, 2021
The best time management software to date
We use it daily as a time sheet for our work across the company. It helps us manage everybody very well in one space and it is very easy to learn and use, but it does have the tendency to log you out if you are inactive for too long. I highly recommend it for all companies with employee sizes not easily managed.
- Very Organised
- Very easy to learn
- Can be bookmarked
- clock out time
- resetting password
- Simplify menus
November 02, 2021
Basic peon end user
We use it in customer service to manage in and out contact we just started using in the pandemic. It's the only program like it I have used. It's a little clunky I think it could use some more advanced features for more tech-savvy users. Overall, I think it's easy to use though.
- Organize email.
- Easy to learn.
- Simple view screen no clutter.
- More advanced features.
- Multiple boxes for organizing.
- Mobile version.
November 01, 2021
As easy as learning the letter A
[I use NICE CXone] to track our schedules, it's how we get into our softphone, as well as SIms. It's a MUST use [for] us, as the company is working to take calls, [and] how we receive our calls. I have not had any problems with [the product] and I actually love how it's set up and is easy to use.
- Break times
- Tracks how many calls you have waiting and how many you [have] taken
- It also is used to easily put your hours in for your time.
- I love also how it shows [how many] agents [are] available or not if you are needing assistance.
- Adding dark mode would help with eye vision for most.
- A bigger dial pad.
November 01, 2021
NICE CXone Review
I really enjoy using NICE [CXone] as it has a good interface and allows quick transfers and allows seamless calls without any issues.
- Able to transfer calls to colleagues without having to look up their office phone number.
- Allows seamless transition of calls when callers do call.
- Allows you to view the dashboard to determine how the entire team is doing and to view if more help is required if more calls are in the queue.
- A lot of times, more than not, the agent leg will disconnect and a call will come in that states I 'refused' it. However, there is no sign or signal to view if the agent's leg is disconnected.
- Sometimes, it is difficult to hear someone on this application if a call has been rerouted more than once.
November 01, 2021
Simple, Easy, Effective
NICE CXone is our source to receive incoming and make outbound calls to from and to our customers. We also utilize the ability to transfer calls as needed to different departments and areas with just a few simple clicks within this program. It's super simple and very easy to learn and use. Training on this system can be completed in 30 minutes are less and be effective and comfortable for agents to use.
- Sounds clear to agent and customer.
- Transfers easily.
- Simple to learn.
- Easy to understand and if a problem comes up it can be resolved by logging out and back in.
- Less clicks to get to skills list to transfer.
November 01, 2021
NICE CXone is a very nice system!
Our whole organization uses the NICE CXone system. We use it in tandem with the Ring Central phone system. It used to make calls, receive calls, and monitor calls. It is a pretty reliable system and as a technician, I find it very simple to troubleshoot. It is not the type of system I think a smaller company would need, but any company interested in phone analytics with over 200 employees should consider this system.
- Organize Phone Queues.
- Provide Quality Call Analytical Data.
- Works well with email parking system.
- The system could be more stable it does have a few glitches.
- The system interface is simple which is good, but I wish it integrated with Outlook or was less intrusive.
- The system interface could be more organized.
Some of our departments use NICE CXone to contact customers. Also to present their current status/availability.
- Present the phone status.
- Quality of the sound is very good.
- Easy to use in the daily usage.
- Many statuses to choose from.
- Configuration options for the dashboard.
- The timeout of the dashboard could be longer.
- More flexibility to change colors of the dashboards / page (dark mode).
November 01, 2021
A review from the bottom up
We use it to direct calls for scheduling.
- Plays voice-overs
- The hold button
- Ability to search through contacts
- Freezes
- Disconnects calls
- Doesn't load
November 01, 2021
Outstanding call center solution
NICE CXone (formerly NICE inContact) is being used by several departments across the whole organization, it has proven to be the ideal tool to handle and manage our interactions with customers and internal support teams. It has allowed us to manage different support channels like voice calls, chats, emails, and even voicemails.
- Intuitive and easy to use.
- Stable
- Customization
- Better monitoring tools.
- More documentation.
- More pre built reports.
November 01, 2021
NICE CXone has it all - powerhouse amongst today's options
NICE CXone is used across all of our call centers and was a substantial upgrade from our prior system. We love the flexibility to create/modify call flows, the visibility we have into agent activities, omnichannel support, QM analytics, and reporting. Our managers find the product extremely intuitive and there are releases several times throughout the year with enhancements and bug fixes.
- Excellent visibility into what agents are doing throughout the day.
- Great reporting that clearly identifies opportunities.
- Intuitive interface for agents.
- Little to no down time on the platform.
- Support can take problematic.
- Takes multiple calls with multiple agents to resolve issues.
- Many support issues become diagnosed.
November 01, 2021
Powerful client and workforce management tool
It's being used across multiple hierarchies to communicate and establish an appropriate workflow, to give visibility of all contacts established with clients, and to analyze the metrics and performance attained by the workforce. It's been a powerful tool for some time now for the organization and I don't see them switching to a different software any time soon.
- Give accurate visibility of the tasks being performed by the workforce.
- Provide valuable metrics to analyze and strategize.
- Allow effective contacts throughout the whole team.
- More flexibility in regards of control customization.
- Possibility to make three calls or more at once.
- The ability to view what number the caller will receiving the call from.
November 01, 2021
I call this one a bad call.
I take about 70 calls a day. We take calls from patients to assist them in their healthcare portals. We accept calls, chats, and emails through this system. MAX is the name of the browser-based interface that we use to accept calls, change our work status, view call reviews, etc.
- [In my experience] it opens, usually.
- It is in English, which I am a speaker of.
- It has the word "Nice" in it.
- [In my experience] Lag.
- General functionality.
- Putting the correct client name in.
- Dropping calls.
- Interacting with the user as it is designed to do [in my opinion].
- Sometimes even basic start up [for me].
- Not going down.
- Throwing agents in to calls without our knowledge [again per my experience].
- Volume discrepancy between sound effects and caller's call.
November 01, 2021
It Works!
The entire organization uses NICE CXone to manage productivity and resources. It helps to make sure enough time and resources are set to the correct tasks, as well as confirming the rates of productivity based on man-hours. It also helps integrate with our native software more effectively than other agents have.
- Intuitive UI that helps all employees use it properly.
- Individual modifications are helpful across departments.
- Provides consistent performance and connection.
- An extension functionality would be great.
- A different color scheme could make the site and agent pop more (I'm tired of blue).
- Having easier access to troubleshooting FAQs would be nice.
November 01, 2021
Works efficiently across our nationwide organization
We just implemented using this program in August. Still working out the kinks. We've had a lot of technical disruptions like page not loading, agent leg disconnecting, dropped calls, audio issues. IT has been working round the clock as we are learning what is compatible and what is not. Brand of headsets, using other platforms that compete with bandwidth such as Zooms/Teams. Agents are employed across the US. Having a strong internet [provider] is crucial but sometimes these are outside factors that we can't control. But I like how it streamlines data for supervisors to manage agents' productivity.
- Compiles data.
- Able to listen in while agents are on live calls.
- Compatibility with networks/ VPNs.
- Accept other platforms, accept all brand of headsets.