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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)
    8.7
    87%
  • Warm transfer (500)
    8.5
    85%
  • Call tracking (481)
    8.4
    84%
  • Inbound call routing (485)
    8.0
    80%

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 8.4

Workforce Optimization (WFO)

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

7.9
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 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 9.2.

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

(151-175 of 578)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Here at Wyndham Capital Mortgage, we use the NICE inContact to connect with potential clients, realtors, and customers in general. We use the technology solely in the mortgage loan origination department, but it is a huge help to everyone, not just the LOs. The system addresses the business problem of having to manually dial out to each client. With the NICE CXone, our dialer rings out automatically.
  • Connecting me with new potential clients.
  • No slugging, no downtime, automatically connects.
  • Never drops my calls accidentally.
  • Calling the same client multiple times.
  • Not automatically hanging up on a dead number.
  • Sometimes the information doesn't pop up quickly.
NICE CXone is well suited for the average LO at a company that is on an outbound type of campaign, that spends a lot of its time calling different borrowers. I think if you are on an inbound dialer it may be a less appropriate scenario. This system is a must for someone like myself who outbounds most of my day.
November 01, 2021

Awesome product

Score 7 out of 10
Vetted Review
Verified User
Incentivized
For the reservations department, we use [NICE CXone]. It helps with connecting to customers calling inbound. We also use it for outbound. It's a central app. I love it. So user-friendly. Without [NICE CXone] we wouldn't have a central platform to reach out and receive calls from our booking department.
  • Easy connection.
  • Centralized database.
  • Quality customer support.
  • Easy interface.
  • Call technology.
  • Microphone connectivity.
It's well suited when you need a platform for customer inbound calling. As an example, inbound calls can be handled by the tech platform and agents can even work remotely using the technology. It is less appropriate for a single business. In this case, the need for multiple agents accessing inbound and outbound calls could probably be done without this platform.
November 01, 2021

Great monitoring

Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use this to handle customer service contacts. The system is easy to use and offers a variety of tools to monitor, engage, and manage the high volume of contacts received daily. I would recommend this to any business looking for a real-time solution.
  • Pre-built reports.
  • Custom reporting.
  • Be able to have reporting and monitoring on the same screen.
It is great for monitoring calls but does not do as well with chats and emails.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The system is used to contact customer's who are in arrears on their loan repayments. These customers are contacted through the dialler system if the customer has not responded to SMS messages or letters. It is currently being used by the Arrears Department within my organization. Utilizing the dialler system enables contact to [be] made efficiently and effectively to our customers and saves time by manually dialing each customer account.
  • Easy layout/ interface.
  • Dialler is on a small pop up screen.
  • Function are easy to use.
  • If a customer has a long name or a middle name is displayed, the surname is not always visible.
  • I have come across a few accounts where the customer account number was not displayed.
  • When you click to go unavailable, it does not allow to disposition the call.
I have worked in several organizations over the past fifteen years and therefore each company has its own dialler system in place to contact their clients. I must say the NICE CXone is one of the best dialler systems I have used, the ease of use and functionality is second to none.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is being used by the whole organization, no problems since now, Our company is dedicated to telemarketing, we have life insurance, cars insurance, medicare, etc. Since the change to NICE CXone, it's been easier for us, since we don't need VPN to connect, 10/10 for your application because it gives us a lot.
  • Can Hear Customer Clear.
  • Customer Can Hear me Clear.
  • No Lag, Crash or Freeze.
  • User Friendly.
  • On Transfer Call.
  • The Button for Skills it's a little bit confusing.
  • Schedule.
More suited would be Telemarketing, Customer Service, Offices, and even business but it could lack on meetings, reunions, and its understandable Na1.Nic3 wasn't created for that purpose, I'm sorry about my English, my main language is Spanish, We are using Windows 10 64 bits, personal internet it is 100-120 Mbps.
November 01, 2021

Don't Be Stingy.

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Currently, it is being used to replace our phone interaction service used for the entire sales department. Looks to be more lightweight compared to what was used in the past and is easier to use.
In the future, it will be used to replace the chat service also. From what we have seen so far, it seems that it will be a need replacement to the old interface of our chats. More modern looks and capabilities to allow us to link pictures so we can answer a question instead of just providing a google picture link.
  • Very light weight.
  • Easier to use and manage.
  • More reliable.
  • I wasn't able to find a call log of previous calls.
  • Currently it is a little glitchy.
  • It logs me off/crashes before my shift is over.
For a well-suited scenario, it would be a call center use. Either through the phone service or online chats. A less suited scenario would be trying to set up a call with multiple users and transferring at times. The interface is a little confusing at first to use (still a better replacement of the old service used before NICE CXone).
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use the software to process incoming and outcoming client calls as well as internal calls.

It allows us to service our clients via telephone.
  • Dialing is easy.
  • Calling long distance.
  • Monitoring call activity.
  • Would love to see time zone indicator.
  • Continue improving call quality.
  • Allow for text messaging.
Well-suited:
1. Calling international clients.
2. Monitoring voicemail and incoming/outgoing calls.

Improvements:
1. Send text messages.
2. Transferring calls.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use NICE CXone to communicate to those who are calling in for assistance. It allows my company to give remote agents the ability to complete their jobs even when being in different locations.
  • Convenience for making outbound calls to other organizations.
  • Making transferring easier.
  • Setting out statuses in a simple way.
  • Less crashing after completing a call.
  • Improve audio issues after answering a call.
NICE CXcone was well suited when I was providing information to a caller and I needed to put them on hold for a brief moment. Putting them on hold was super easy and not a problem at all.
Stacey Bennington | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use it to take calls, reset passwords, find information, monitor agents [etc]...
  • Real time monitoring.
  • Resetting agents passwords.
  • I wish it would load faster between screens when moving through the options.
It suits all my needs.
November 01, 2021

Sales

Score 9 out of 10
Vetted Review
Verified User
Incentivized
NICE CXone is a great resource because it helps my manager and me evaluate my progress throughout the year and be able to revisit calls so I can learn from them and improve my skills in the field.
  • Recording calls.
  • Customer support.
  • Logging calls.
  • Calls dropped.
  • Dead noise.
  • Allow me to write in what type of call I performed.
NICE CXone is well suited for sales, less suited for internal purposes.
October 30, 2021

Optimize your day

Score 9 out of 10
Vetted Review
Verified User
Incentivized
NICE CXone is being used to contact not existing customers to bring as many businesses as we can, such as retrieving information for phone, address, and name of potential customers or customers who were part of the company before, reviewing stats, interactions with clients, and setting tasks. The only problem I noticed is with the callback process, there is not a lot of control and modifying info when you weren´t able to reach a customer after several attempts.
  • Auto Dial.
  • 360 view of what you're doing and done.
  • Detailed information.
  • Help tool.
  • Easy access and friendly usage.
  • Callback handling and process.
  • Communication with peers and superiors.
  • Hours worked record.
It well suited in our department because optimizes contact with our customers in time and manner and scenarios where it may no be appropriate might be for our existing customers since dialer goes really fast, sometimes there might not be a chance to take a look full info of clients were getting in contact with.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We are utilizing the Contact Center in our Technical Assistance Center, however, the reset we are using company-wide. Good flexibility to roll out new scripts quickly or updates in a timely manner compared to prior vendors.
  • Adding Points of Contacts for new support lines
  • Ability to use multiply Omni Channels such as voice, chat, email.
  • Ability to easily update Audio files or other changes in script through studio.
  • Many of the GUI screens are built-in frames and can't expand the size. Let us utilize the full screens for efficiency.
  • From the ACD side to the WFM side seems to be a big disconnect and have to set up the same items twice.
The backend GUI for management leaves items to be desired and room for improvement. Would be willing to describe some of that if needed.
October 29, 2021

Love this Software

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use NICE CXone to research, train, and update consumer information as needed. NICE CXone addresses our customers to call in and be confident that they are talking to trusted employees who will not misuse their personal information while giving them the needed information and instruction to enroll in their insurance benefits.
  • Store information.
  • Easily accessible softphone.
  • Brilliant - leave your remarks here to make this system better.
  • Have the important numbers that are more frequently used stored.
Researching information is nicely done. It is very easy to find what you are looking for. Maybe an info button for new users. I had a few classmates who did not understand how to use NICE CXone at first. Maybe an info button for new users so that they will have guidance.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
It is being used by the department that I work in in particular. It addresses the "projects" that someone in my position is able to work on and not work on. It gives a bit of foresight into the type of work that one may be doing when opening said "project" and all other associated projects with which are being pulled by that number that is queued within NICE CXone.
  • Provides simplified information on a project.
  • Gives proper notification on a number that is invalid, busy, etc.
  • Works well with browsers.
  • Works well in conjunction with other 3rd party applications needed to perform daily tasks.
  • A better more simplified UI.
  • Less crashes while performing duties.
  • More accessibility options.
  • More personalization options.
  • Better logging of calls being made using NICE CXone.
It is well suited for providing potential leads on jobs that can be worked and jobs that may be out of the scope of support to handle in the means of providing information beforehand of actually going into the "projects". It is less appropriate in the aspect of functionality when dealing with multiple "projects" at a time.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use this for scheduling and all company-related updates. This is updated all in real-time.
  • Efficient
  • Easy platform
  • Very informative updates.
  • Reduce lag
  • Some delays
  • Easier navigation
I like how we as a company can get updates for all our scheduling and upcoming event all in one place. My only issue is that the navigation could be a little easier to use.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Departmentally, it's used in the Service Desk department for the users of our organization to contact us and report technical issues. Since we're a nearshore solution, in some of our projects it's used for the customers to contact representatives of a project or for the representatives to contact customers.
  • Call routing
  • Skill management
  • Reporting
  • Call handling
  • Monitoring
  • UI or UX
  • Email handling or view.
  • Chat views
  • Call scheduling
  • Reminders
Overall, NICE CXone covers everything a contact center would need. The most important features are there and work well. I would like the UI or UX to look a bit more modern and easier to navigate all its functions. Features are being added, but I'd like it to be a bit faster. It's a good platform with room for improvement.
Score 4 out of 10
Vetted Review
Verified User
Incentivized
We use it as a phone answering system. It is currently being used by certain departments, but will soon be with the whole company. [In our experience] it causes issues with our representatives being able to hear customers and vice versa which results in the representatives having to restart their computers multiple times a day which backs up our queue.
  • Separates queues.
  • Easy access to buttons such as mute and hold.
  • Easy to transfer.
  • Not doing callbacks to customers automatically.
  • Difficult to conference call.
  • Difficulties in hearing and having to restart systems often.
I believe NICE CXone is well suited for the job that I perform because it is a fairly effective phone answering system. I myself don't have a whole lot of issues with it. It is my colleagues that are always having to restart their PCs which results in [backed] up queues due to not being able to hear the customers.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
[NICE CXone] is used across all call center departments. [NICE CXone] addresses the core business problem of providing a phone platform to service our customers.
  • Provides core phone service
  • Digital phone system so enables users to work from home
  • The core functions (hold, transfer, mask, etc) are particularly handy when dealing with sensitive information or needing escalation
  • Semi-regularly crashes/freezes
[NICE CXone] is great for call centers that want to get rid of desk phones and to allow users to work from home. [NICE CXone] also provides good call recording services which [are] useful in customer service. If only dealing with internal customers it may not be so useful, but when the core business is dealing with external customers it is a good system.
October 28, 2021

Best Softphone Available

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Our company just recently began using NICE CXone this month. Compared to the previous softphone program we were using, I find NICE CXone to be much more user-friendly and efficient. It has a lot of great features that our previous program did not have, such as being able to see the call queue along with the availability of other employees, conferencing in other callers, tracking agent performance and productivity, among others. I also like that it loads in a minimal standalone window that takes up very little space, instead of using an entire browser window. I am very pleased that our company chose to work with NICE CXone and enjoy using it every day.
  • Shows the agent's productivity and performance
  • Shows the call queue and the current status of working agents
  • Allows multiple calls to be conferenced together
  • Gives the option to record calls
  • Call prompts are slightly delayed so it would be nice if the prompts alerted earlier in the call
  • I would like to be able to hear a tone when number keys are pressed
  • It would be nice if the mic and speaker sensitivity could be adjusted within the program
NICE CXone is great for high-volume call environments. We have multiple different clients and experience a high volume of inbound calls daily and NICE CXone allows us to seamlessly answer and address each call without interruption or delay. In my opinion, NICE CXone is a well-suited softphone for all company and call types.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use NICE CXone to reset other users' passwords, to activate the user when they disable their accounts, as well as follow-through on chats and calls. We handle reset and activation of users through the app for other NICE CXone users in the organization. We verify the queue information and check the reports regarding the chats and calls.
  • Reset password.
  • Able to perform inbound and outbound calls.
  • Check report information.
  • Different browser settings.
  • To have the layout able to perform changes.
Great for contacting by chat and email, as well for calling (inbound and outbound). Great for support regarding modifying user information.
October 27, 2021

Great Software!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use NICE CXone for our inside sales department. It's really useful for keeping track of how our calls are handled and what action is taken after each call. It also allows us to keep track of who is doing what, who is busy/available, and keep eyes on everything. It has been really useful in the strategic planning of our sales efforts.
  • Keep track of phone lines.
  • Handle where calls go and what happened.
  • Track records of calls.
  • Sometimes it is slow or laggy.
  • Sometimes it won't disconnect.
  • More customization would be nice.
I like it and it works well for our needs, so I would recommend it. I think there is some room for opportunity in reliability and how quickly it performs tasks. Overall, I would definitely recommend NICE CXone to any small to medium company looking for a solution like this. Great product.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
NICE CXone is amazing. I have been working with NICE CXone for more than 6 months. Every day, the quality of the calls is good and definitely easy to use and it's easy to track your progress. The platform offers you many useful tools to make your job easier. As a call center worker, I highly recommend it.
  • Quality
  • Track
  • Interactions
  • The way your track to progress.
  • The option to evaluate your interaction.
  • Easy to use.
NICE CXone works well for a call center. I like it so much but sometimes it freezes when I finish the calls in disposition, but otherwise, it works great.
October 27, 2021

NICE CXone is NICE

Score 7 out of 10
Vetted Review
Verified User
Incentivized
Currently working in the healthcare system, we receive patient calls reporting symptoms with different levels of urgency. We have been using it and still have some issues like the calls are answered automatically and the hang-up button sometimes disappears.
  • Distribute the calls.
  • Customer service is good.
  • Glitches in the system.
  • Not showing the hang up bottom sometimes.
Because of the glitches.
October 27, 2021

Oh how Nice it is :)

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use NICE CXone to manage calls. We currently receive incoming calls, emails, chat, and text through the platform across multiple teams. It helps us allow our customers to reach out to us in their preferred manner. We also are able to monitor our agent's productivity. This product has been a huge lifesaver for our team to work from home especially with the implementation of the softphone feature.
  • Allows clients to reach us in a variety of ways.
  • Allows agents to use their laptop to take calls through a softphone.
  • Real time QUE data with dashboards.
  • Sometimes we have calls that get lost in limbo, it's rare, but it does happen.
  • A few agents have issues using one browser compared to another.
  • The look of the system could use an update.
For my team specifically, the NICE CXone platform works well for receiving inbound requests and tracking those requests.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Nice CXone as our primary contact center for inbound service request calls for machinery. We use it across the whole organization and are able to maintain a very small amount of agents due to the efficiencies of the system. The easily customizable IVR menu was a new feature for our contact center, which has been very helpful in redirecting calls away from our service agents prior to answering calls. We love that we also have omnichannel abilities and that it integrates with Salesforce. The Salesforce integration allows us to obtain customer information before the agent picks up the call.
  • Salesforce integration.
  • IVR customization.
  • Routing
  • Training on how to customize IVR.
  • Cleaner interface on the Salesforce integration.
NICE CXone is great for smaller contact center teams but can be pretty pricy when it is rolled out into a larger team. It does well for our 2 agents and it integrates well with our RingCentral and Salesforce platforms.
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