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)8.080%
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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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
(176-200 of 578)Companies can't remove reviews or game the system. Here's why
October 27, 2021
Easy and Informative Call Center Phone System
NICE CXone is being used by my entire organization. It's been extremely helpful in more closely monitoring our call queues, facilitating QA due to the screen capture, and providing excellent reports we can utilize to guide operational decisions. This tool is a HUGE upgrade from our last tool and our individual coaching has significantly improved in addition to our team-level management coaching.
- Reporting
- Screen Capture
- Call Analytics
- Call Transfer
- Call Connection
- Voicemail
October 26, 2021
NICE CXone is a must have!
Here in The College Of Health Care Professions, we currently use NICE CXone to interact remotely with students who aren't able to attend an in-person appointment. It is currently used by the whole organization's departments. The problems that this program tackles are with students who can't attend [an] in-person scheduled appointment.
- Friendly interface with easy access to options.
- Call back function and transfer functions are easily accessible.
- The addition of adding endnotes to a call once finished gives each call easy access [to] detailed information that needed to be stored.
- At times connecting to the integration network lacks on timing.
- Some functions don't react properly.
- As a personal opinion the blue font doesn't go well.
October 26, 2021
We can work from anywhere due to NICE CXone
We are using NICE CXone for communication purposes. Our organization is a call center for high-income customers and NICE CXone has provided a platform for us to communicate with the public. It is being used by our department. For me personally, it has helped to solve my contact problem in the home office. In addition, the ability to make international contacts.
- It's easy to find available and working collaborators.
- Various status options for employees to choose from.
- External connections made easy.
- The phone that appears to the caller is sometimes confusing. Personalizing this phone can bring many benefits.
- If the employee spends too much time away, the platform shuts down. [I feel] It should stay active.
- The reports that the employee has access to could show the team's detailed working contacts.
October 26, 2021
A great system for workplaces
It is being used by the entire department as well as across the whole organization. IT is our main source of communication within the organization and our external clients. IT does a very good job of helping things run smoothly and has convenient features that make work easier on our end.
- Help communicate with colleagues.
- Help communicate with parents.
- Has useful features.
- Sync up with our system to show who is calling.
- More detailed as to where call is from.
- Warning before ringing.
October 21, 2021
NICE
It is being used by a department to reschedule appointments and contact patients effectively. It is being used across the University of Miami. The program allows patients to call back and speak to a representative quickly and easily. The system also allows users to transfer the patient to any department in the building and around the world.
- Leaves messages.
- Voicemails.
- Feedback to workers.
- The system should have notifications.
- Let the patients provide feedback as well.
- Be able to lower the volume on the patients.
October 21, 2021
NICE CXone Review
Nice CXone allows us to call and conference customer and sales team during our project and kickoff calls. It is easier to use than teleconference like Webex and Zoom. It also uses less bandwidth as we have lots of apps that are running in the background during our conference calls.
- Address book of all employees
- Call logs
- Voicemail
- Cross country
- Mobile app
- Integrated in outlook
- Phone integration
October 20, 2021
You won't regret it!! super helpful for any organization
We use it to make our calls to our clients, it's being used across the whole organization and no problems on our end, just smooth sailing to get through the day. I really enjoy the features it has after a call, such as how to disposition my call or if I need to go on a break.
- It helps keep track of my daily calls.
- It's very sufficient.
- Very easy to use.
- There are times it's a smidge laggy but other than that it's good.
October 20, 2021
Ease of use and good functionality
We are using it as our login and performance tracker. It is being utilized by all of the in-office personnel. It allows our organization to monitor the performance and workflow of the specialists on the phones and develop metrics based on their activity which allows for opportunities to coach employees based on their activity and performance.
- It no longer randomly logs out.
- It allows for significantly easier use than before.
- A little bit more user customizability would be nice.
October 20, 2021
Parabolic VOIP services
It is being used organization-wide.
I support about 40 or so users in it, on the performance, execution, fine tuning, profile creation side of things for my division.
It is our VOIP platform companywide, as well as call center VOIP.
I support about 40 or so users in it, on the performance, execution, fine tuning, profile creation side of things for my division.
It is our VOIP platform companywide, as well as call center VOIP.
- Sound quality can be excellent
- Detailed user profiles, with an array of options
- Any different manager reporting tools
- [In my experience], interface/web particulates can get stuck in Browser cache, causing erroneous graphical reporting in NICE cxONE.
- Call refusal issues due to changes in the browser manufacturers design.
- [I believe] NICE cxONE should be a standalone WEBapplet running OUTside of a third parties browser.
October 19, 2021
Easy to use
It is used by any patient account representatives in our department. I believe it is also used across the board. In my department, we utilize it to call out to different pharmacy benefit managers, doctor's offices and patients. It is easy to use and is a nice change from [our] formerly used system.
- Ease of use
- Clear sound
- Understandable
- Clear
- Better view
October 19, 2021
Laurentino's review
NICE CXone has been used by the department of customer relationship center. We use it to make phone calls with our clients. We can receive, transfer and make calls. We started using it at the beginning of the pandemic last year when we started to work from home. NICE CXone works very well.
- The calls have very good quality of sound.
- The connection is excellent, rarely I see a delay or connection problems.
- It's fast and and a light program/website.
- It lacks settings, more options to customize.
- In some calls, it makes a loud noise when the phone is calling, like a machine gun.
- Sometimes the number that shows up for the person who is receiving the call
- is anonymous.
October 19, 2021
Employee Review
The company I work for uses NICE CXone to do our main functions day to day, whether it is to check on a schedule or other very important applications within all our departments. Runs very smooth and is easy to use. It was one of my personal favorite applications to use on the job, as it eliminates the worry of lag or delays while working.
- Very easy to check an employee schedule or any schedule changes.
- Everything is synced into one so you get notifications for anything.
- Makes it easy to see your graded evaluations.
October 18, 2021
NICE!
It is of great assistance when contacting patients to create their follow-up appointments. It provides a recorded form of communication that promotes an overlap between departments. It is constantly used throughout the organization for communicative purposes.
- Records customer interactions.
- Makes merging and transferring simple.
- Strong response time (does not cease to function often).
- Very simplified, can use more options, such as a registry.
October 18, 2021
Highly effective program for a wide variety of users and agents
This program is used across our entire organization. This program handles call, chats and emails for us as well as time keeping and agent status. The program has a clean design and user friendly interface.
- Handles and routes incoming calls, chats and emails.
- Allows call/chat/email recording and monitoring.
- Easy to navigate and troubleshoot.
- Helpful and provides clear feedback and statistics.
- Allows concise, at-at-monitoring of agents and volumes.
- Clear and clean design
- Different layout styles would be nice.
- More customization interfaces based on company role.
- Dark mode and high contrast mode would be helpful.
- More accessibility options for disabled users would be helpful.
October 18, 2021
Good features with growth potential!
In the company we use NICE CXone to disposition ourselves correctly to show which work task we are taking care of, as well as to help take calls from customers.
NCIE CXone allows us to keep a good record of which tasks are more heavily staffed and which are not. In my role it allows those in leadership roles to know that I am staying on task and have a focus each day in the workplace.
NCIE CXone allows us to keep a good record of which tasks are more heavily staffed and which are not. In my role it allows those in leadership roles to know that I am staying on task and have a focus each day in the workplace.
- Dispositioning what task is being worked on.
- Keeping on schedule to help stay up date with daily business needs.
- Possibly a way to schedule a disposition/status to automatically update at a certain time.
- Browser compatibility with more browsers so that the auto-launch function works more consistently when logging in with it checked.
October 18, 2021
QA Management Tool
We use it across the whole organization. We haven't had a bad experience when using it besides having issues with signing in but other than that it works amazingly well. It helps us get our job done. It's very simple and easy to use. I highly recommend using it for your company. You won't be disappointed.
- Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.
- Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.
- The connection problems and calls were not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
October 18, 2021
So easy to use
We use NICE CXone as an online phone to conduct daily calls. I only know the departments within customer service use NICE CXone. Each department uses it differently. In the Fraud Department we do not have to status the call or add memos. Before we had this program we could not see what skill we were in, how many calls we take, how many in queue and it showed us briefly how long they were on hold if at all. It shows me my agent report. Due to it being an online phone panel if power goes out your call is dropped and you are disconnected from the softphone.
- How many people in queue.
- How long I'm on call.
- Show me how many calls I take.
- If you have to log out or system go down and log back in it start your call count.
- Sometimes it require more than once to press a number to connect with call.
October 18, 2021
NICE features
NICE CXone is used by the Customer Care department within my organization. Some team leaders also utilize its services. It is used as a softphone via Salesforce integration, and it also houses employee schedules and other employee information. We also use it for call performance evaluations, performance dashboard, and call recording.
- Schedule.
- Softphone.
- Evaluations.
- Call monitoring.
- Max Performance has some issues.
- Email is not used by my company.
- Commitment manager is not used by my company.
October 18, 2021
User friendly and easy to adapt!
We use NICE to make outbound calls to customers. It is easy to use.
- Viewing upcoming appointments and schedule.
- Easily access phone numbers to make calls.
- Audible noises to know when you receive an inbound call.
- Connecting to the agent leg can be tedious because it automatically times out after 30 seconds.
- It could be easier to schedule appointments (less details).
- Clearer tracking of how many calls have been made.
October 18, 2021
wtg!
We use it to answer calls to verify payments.
- Clear sounds.
- No disconnects.
- Easy to use.
- It does freeze a bit.
- Goes in and out.
October 17, 2021
NICE CXone (formerly NICE inContact), the Greatest Phone Server.
NICE CXone (formerly NICE inContact) is used to receive phone calls. We help customer[s] with different issues. For example, we help them with [a] technical issue, billing, and contact information question. Nice inContact is used all over the world I think especially if [it's] with our company I believe. Lately, I've been having issue[s] transferring customer[s] due to [the] error message I've been seeing. Now I believe it's a great and easy way for us to make others satisfied with the service. NICE CXone (formerly NICE inContact) doesn't give us any problems I feel like its helps a lot. I like how the app is built and easy to navigate. [The] customer never [complains] about any sounds or [signal] issue[s] also NICE CXone (formerly NICE inContact) has great ring tones. Disney plus made a great [choice] I believe in using NICE CXone (formerly NICE inContact). Every [company] that answer[s] calls should use this app every day.
- FAST SYSTEM
- RING TONES ARE AWESOME
- EASY LOGIN
- GOOD QUALITY
- NEW WALLPAPERS
- NEW RING TONES
- VIDEO CALL
October 14, 2021
MY NEW TOOL - NICE CXone (formerly NICE inContact)
- NICE (formerly NICE inContact) is being used by the entire organization, as a means of telephony, work schedules, monitoring calls,
- The tool is extremely fast
- The tool is very dynamic
- The tool is simple and objective
- The layout could be more elaborate
- etc
This company provides long-distance telephone service on our landline phone & they bill me monthly. This service began when they were formerly known as Nice InOne, later Nice InContact.
- Calls always go through unless there's a problem with my local dial tone provider.
- Billing is always prompt & accurate.
- Sometimes I forget to pay the bill but late fees are modest.
- No need for improvement.
September 28, 2021
A Very Positive Experience Overall
NICE has solved a number of problems for us and is in use across our entire organization. It has proven invaluable in improving customer service and shortening response times. We've seen improved internal communications, as well. We are able to put problems in front of problem solvers, and collaborate between departments in crafting solutions.
- Customer service
- Call routing
- Improved communications overall
- More direct integration with other communications tools
- Programming tool packages
- More marketing, good product
NICE CXone [(formerly NICE inContact)] is used across several departments, for internal communications and for customers being assisted outside of the organization. The management panel is also used to monitor agents on the phones and for workforce management. The application helps with incoming and outgoing phone calls for and from customers and make it easy to handle.
- Intuitive and easy to use
- Realiable
- Good infrastructure
- An easier menu
- Better tools for tracking calls
- Better monitoring tools