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.
NICE is Great!
Nice CXone - Exceptional Call Center Platform
Nice CXone Features and Value.
Infinite Reporting & Timely delivery
Great product with great features
Thanks for being a NICE partner and offering a great platform!
Glitches galore
NICE CXone Review
Nice in the name of Nice :)
The world of technology is constantly changing and the Nice products are always being updated and improved to help us meet the ever changing expectations of our customers.
Great tools for Better Decisions
CXone product review
A great all in one call center platform.
CXone a very useful tool to increase Customer Satisfaction
How NICE CXone Differs From Its Competitors
Customization
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Each one of us has our own skills and it defines what calls we are able to answer. …
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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
- 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
Voice Agent
$94
Omnichannel Agent
$110
Entry-level set up fee?
- No setup fee
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
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.
- 8.7Agent dashboard(527) Ratings
Enables agents to track and view their individual and team performance.
- 8.3Validate callers(444) Ratings
Authenticates inbound callers with a customer ID.
- 9Outbound response(464) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.9Call forwarding(420) Ratings
Forwarding of calls to the appropriate agents.
- 8.2Click-to-call (CTC)(382) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(500) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8.2Predictive dialing(302) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.8Interactive voice response(352) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 6.1REST APIs(285) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 6.2Call scripts(303) Ratings
Providing agents with a predefined conversation script.
- 8.4Call tracking(481) Ratings
Enables agents and managers to see the origin of the call.
- 8.3Multichannel integration(343) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.2CRM software integration(342) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 8Inbound call routing(485) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.8Omnichannel inbound routing(354) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.4Recording(467) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.5Quality management(452) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.3Call analytics(460) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 8.6Historical reporting(451) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.3Live reporting(437) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 5.9Customer surveys(281) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.2Customer interaction analytics(299) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
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 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
Comparisons
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Reviews and Ratings
(831)Attribute Ratings
- 9.2Likelihood to Renew24 ratings
- 3.7Availability7 ratings
- 9.2Performance7 ratings
- 8.4Usability552 ratings
- 8Support Rating5 ratings
- 7Online Training5 ratings
- 3.1In-Person Training4 ratings
- 8Implementation Rating8 ratings
- 7Configurability4 ratings
- 6.7Product Scalability7 ratings
- 7Ease of integration4 ratings
- 4.4Vendor pre-sale5 ratings
- 4.4Vendor post-sale5 ratings
- 8.5NICE InContact CXone Reporting541 ratings
Reviews
(151-175 of 578)One of the best, NICE CXone
- 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.
Awesome product
- Easy connection.
- Centralized database.
- Quality customer support.
- Easy interface.
- Call technology.
- Microphone connectivity.
Great monitoring
- Pre-built reports.
- Custom reporting.
- Be able to have reporting and monitoring on the same screen.
Excellent in connecting with your customers
- 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.
One of the best for communication.
- 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.
Don't Be Stingy.
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.
Reliable and used mostly to track/monitor inbound/outbound 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.
1. Calling international clients.
2. Monitoring voicemail and incoming/outgoing calls.
Improvements:
1. Send text messages.
2. Transferring calls.
Very simple and easy to use.
- 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.
I enjoy working with the ease of NICE CXone
- Real time monitoring.
- Resetting agents passwords.
- I wish it would load faster between screens when moving through the options.
Sales
- Recording calls.
- Customer support.
- Logging calls.
- Calls dropped.
- Dead noise.
- Allow me to write in what type of call I performed.
Optimize your day
- 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.
- 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.
Love this Software
- 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.
NICE CXone from a limited perspective
- 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.
A great platform to enhance productivity
- Efficient
- Easy platform
- Very informative updates.
- Reduce lag
- Some delays
- Easier navigation
Great platform for its value.
- Call routing
- Skill management
- Reporting
- Call handling
- Monitoring
- UI or UX
- Email handling or view.
- Chat views
- Call scheduling
- Reminders
Really enjoying this new system and looking forward to its updates and improvements!
- 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.
Good, user friendly system with good features.
- 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
Best Softphone Available
- 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: the tool for any business
- Reset password.
- Able to perform inbound and outbound calls.
- Check report information.
- Different browser settings.
- To have the layout able to perform changes.
Great Software!
- 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.
- Quality
- Track
- Interactions
- The way your track to progress.
- The option to evaluate your interaction.
- Easy to use.
NICE CXone is NICE
- Distribute the calls.
- Customer service is good.
- Glitches in the system.
- Not showing the hang up bottom sometimes.
Oh how Nice it is :)
- 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.
- Salesforce integration.
- IVR customization.
- Routing
- Training on how to customize IVR.
- Cleaner interface on the Salesforce integration.