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.
Recent Reviews
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
(201-225 of 578)Companies can't remove reviews or game the system. Here's why
July 24, 2021
NICE CXone Review
We use it as a contact tool. We log in and we launch so we can receive calls from our customers. NICE CXone serves as our main tool. Business problems it addresses [is that it] allows customers to contact our company easier. What I like the most is it tells you how many calls are waiting in the queue. It also has a message box so we can see any problems. The only problem I'm having with it is that only 2 items are displayed in the call history. Also, it's a little bit hard to backtrack the call history. Overall NICE CXone is very convenient to use.
- Active Queues at the bottom
- Personal Queue reminder
- Launch Max portal
- Agent Leg option
- Call History log
- Organize Agent reports
- My Schedule tab
The application is used throughout the whole organization, it provides all the necessary tools that users and administrations need, users have the perfect tool to receive Email, Chats, or Phone Calls while the administration has the tools to Ensure Quality is at the top level. The monitoring features present inside the system are Top notch and provide a clear view of the work that is being done.
- Incredibly detailed monitoring tools.
- Versatile channel integrations with Chat, Email and Phone calls.
- Perfect Prebuilt reports for data analysis.
- Browser applications are still dependent of the capabilities of the browser.
July 19, 2021
NICE One
NICE Adaptive WFO is being used in our organization in a way that we can manage our time and check our schedules. NICE Adaptive WFO give us a lot of options we can also check if there are voluntary time off scheduled. We can also apply for a voluntary time off using nice. Also we can check our schedule for the whole month.
- Schedule Monitor
- Request time off
- Request leave
- Schedule bidding
- Schedule bidding is hard to use. Sometimes it doesn't show up
- Leave bidding
- Same as Schedule bidding it is hard to use. Sometimes it doesn't show up
- Stats monitoring
- It is not realtime
July 05, 2021
NICE CXone Review
NICE is being used by the entire organization. We are working in active and receptive contacts, monitoring users, and creating daily reports. It is a practical tool with an interactive layout that helps in controlling customers and the organization.
- Generating panels to verify readied reports.
- User registration control.
- Control of service levels and separation of customer groups.
- Search agents by full name.
- Include more graphics in order to facilitate the view of some reports.
- Easier to bring ready information into the report.
June 29, 2021
Review of NICE CXone
Carvana is using NICECXone as one of our dialers. We are able to see how many agents are active and in calls or unavailable. That's one of the best features no doubt, it definitely helps with easily taking and receiving calls or transferring to the correct department
- Very simple flow from disposition, to ending calls
- Buttons and selections are spaced perfectly whereas [I feel] Salesforce looks a bit messy
- Pop out window dialer, easier to organize my set up!
- Maybe a bit too much empty space
- When you get a call a whole side of the pop up expands but doesn't ever show info
- Could use an option to always show on the screen, 'lock it in place' so other windows don't open over it.
June 25, 2021
Sales Rep Review
We all use the NICE CXone dialer as our phone system.
- Gives you the opportunity to answer or reject
- Gives us the chance to review you
- Doesn't hang up with the 1st click
- Glad you moved the accept & reject button down a little to see our timer to answer
- [I feel it] Doesn't ring most of the time if the dialer isn't up on top of your screen
- The dialer used to be in the way of our timer to see
- It logs us out after so long that [I feel it] gets annoying
- I don't like how it doesn't ring between calls if we have calls in queue
June 25, 2021
Useful platform for phone agencies
NICE CXone is being used by my organization as a communication platform. It is a communication tool for our organization to receive calls from the public as well as communication between staff. It is being used by our department only. It addresses the fundamental need for a telephone platform for our department.
- It works well (seldom have any issue)
- It is relatively easy to use
- It has different useful functions
- Forced log out due to laptop sleep mode
- Call coming in need to accept on cellphone and on Max Agent
- Buttons and options are quite small
June 24, 2021
I can do almost everything on Nice CXone.
NICE CXone is being used across the whole organization, here in Brazil and all other countries. We use NICE CXone to control our breaks, entry, exit. and receive external and internal calls as well. It always controls calls to our coworkers and customers when necessary. Receiving chats from our final customer is another business thing that we currently use.
- External and internal calls with quality sound
- Voice conference without lag and sound issues
- Chat with our final customer agile and fast
- Switch between calls without disconnecting from any of them
- It could be good to add some functionality to meetings so we wouldn't have to use other apps.
- An option to connect it on our personal phones as well, like other chat and meetings apps.
- A way for NICE CXone to notify us when our break is over. Example: I have 1 hour to the lunch when it's almost over, NICE CXone could notify me on my PC screen and/or my cellphone.
June 24, 2021
Pros from a call center proffesional
My company uses this system as a way to answer our customers' calls. We are an in and outbound call center that assists with processing background checks. We have multiple locations and about 5,000 employees! I love using this system because it is super user-friendly when answering these calls, transferring calls, and basic call needs. This tool is definitely the most important tool we use here in client services since it is our way of connecting with applicants and clients all over the world.
- Good for answering calls
- Easy to use
- Provides caller ID with name & state
- Maybe larger text in the app
- Less crashes
June 23, 2021
My NICE CXone Review
We use this service to call and receive calls from patients, pharmacies, and specialists. Our entire department uses this service and it is very helpful when working from home. It is able to help us with training purposes, much better than using regular office phones would. We are able to call other co-workers as well, which is very beneficial.
- Good technology
- No issues
- Speedy
- Spam callers
- Disposition sometimes disappears
- Logs you out automatically sometimes
June 23, 2021
Great service
It’s the phone service that we use for work company-wide. It does address the problem of having to use our personal phones remotely. However, I do believe it would be a lot more convenient if the voicemail and the phone operated off one link, instead you have to open separate browsers.
- No delay when speaking with my candidates.
- Provides me with a phone line I can easily use to forward calls to my cell when I am away.
- I also like having the option to forward calls to my colleagues if I’m out of office.
- Finding a way to combine the voicemail with the phone so that two separate browsers are not required.
- When I forward calls to my cell the candidate gets my personal cell voicemail instead of the work voicemail.
- I would eliminate the guys that comes on right before my voicemail recording comes on.
Well, NICE CXone (formerly NICE inContact) which is how [make] calls, is a significant phone call software for our job, its being used by a department of call receipts, and helps to monitor our activities. With the installation of NICE CXone (formerly NICE inContact), our calls stayed 80% more effective and cheaper for my company.
- Unlike other software on the market, NICE CXone (formerly NICE inContact) is exceptionally good at stabilizing calls
- It does not have delays even being in two different points of the country
- It has an intelligent design and is easy to use, it also has very effective training, teaching all the tools
- Option to mute the microphone
- More range of colors to change the appearance of the program
June 23, 2021
Great product
Score 10 out of 10
Vetted Review
Verified User
NICE CXone (formerly NICE inContact) is doing great over here! Our whole operation is using it and the skills system is amazing to properly divide it. Definitely a way better option than or last communication system. Even comes with its own tutorial. There's no excuse for not using it. Simply the best. Great work by the devs.
- Great interface
- Easy to handle
- Good conection
- Excess of options in the front menu. Maybe hide a few of those and allow the user to edit it as he need
- Great tutorials but you should keep it simple
- Maybe an app version for desktop users
June 23, 2021
Practical and Safe
Our company uses NICE CXone to get in touch with bank customers. NICE CXone is very useful for making transfers in calls, and we also use it to talk to customers and another attendant at the same time. Currently, the entire company uses NICE CXone, call center, collection, and prevention as well.
- Service with 3 people
- Protocol Submission
- Call transfers
- When a number does not complete an error image appears.
- NICE drops calls
- Leave the links silent
June 23, 2021
Thank you InContact!
[NICE CXone (formerly NICE inContact)] has allowed us to wrangle all our scheduling into a more organized, data-driven approach towards scheduling. It has given us quantitative data to examine the exact levels of personal care we are giving each modality we service. Further, it has allowed us to leverage existing strengths we have and more towards an even more organized approach to patient care & scheduling.
- Date Driven Results
- Exact understanding of quality of service provided
- What days or times of day we are busiest.
- More Out of the Box Reporting Functionality
- Google Chrome browser often cranky and uncooperative
June 22, 2021
Great experience with NICE!
We are using this in our customer response center to communicate with our sales team and customers. It is only being used in certain departments within our company. I have found it has helped with being able to warm transfer much easier than our old system and [it] is more updated as well.
- Good ring time for calls.
- Availability of other co-worker's status.
- Provides more information on personal productivity.
- Able to track your calls better.
- The conference feature is confusing and could use some updating.
June 22, 2021
Easy to use call center, lacks in features
It is used by the Tele Underwriting department. This enables our employees to work from home, without having a costly call center set up.
- Cloud based
- Inexpensive
- Easy to use
- Poor troubleshooting.
- Does not work well with a number of hardware settings.
June 21, 2021
Hybrid work environment
I have used this platform before, during, and now after the COVID 19 Pandemic. It kept my coworkers and I at work the entire time from home and in the office which has been a bit of an unchartered time but NICE CXone has supported all of our needs. Any times there were issues their support team was more than helpful in fixing them in a timely manner.
- Speedy support team
- Easily can work from home or in the office without issue
- User friendly
- Has some glitches with skipping contacts
- Does go "down" on occasion
For the most part, we use the integrated phone system and it keeps track of our production hours and sales conversions. I use it daily and it assists me in maintaining my schedule, transfer calls, conference calls, unloading information, and tracking production percentages.
- Great for maintaining your schedule.
- Tracks your production hours.
- Assists with transfers.
- Conference calls.
- Will freeze up on occasion.
- Installing a time punch would help to tally hours.
- Needs to reboot at times.
June 20, 2021
Easiest program for customer contact
Fully integrated, it provides contact centers with intelligence when interacting with consumers. The solution performs cross-platform integration and includes omni-channel interactions, analytics, workforce optimization, automation, compliance and Artificial Intelligence.
- The first and only platform that brings together – on an open cloud basis – the best customer journey analytics.
- Workforce optimization.
- By offering the industry's most used digital channels, with dozens of pre-integrated messaging, social and traditional voice/chat channels, including Facebook Messenger, Apple Business Chat, WhatsApp and many others native to the platform, organizations of all sizes and sectors can exceed customer expectations through the contact center.
- Drives rapid innovation through open APIs, promoting scalability and reliability with guaranteed 99.99% uptime and professional-grade connectivity with assured voice quality.
- Sometimes drops the call
- Call refusal issues
- The amount of times it freezes
June 19, 2021
NICE CXone, call center powerhouse
We use it [Nice CXone] to manage Call Logs, Customer Service Calls, Support Requests and Contracts
- Has very intuitive and easy to read dashboards
- Gives you access to data very fast and makes it really easy to search entries
- Allows you collaborate with your coworkers through email and chatter integration
- The new platform, called Lighting, [in my experience] can be sluggish and has a steeper learning curve
- [I feel] There is the missing functionality to add notes in the new version, which is missing from the last version (you can add files and texts through the "related files" option, but it is a lot more time consuming
- [Reports take too long to run sometimes [in my experience] and more formats for data could be very usufel, not just export to Exl or separate by commas
June 19, 2021
Good and not so good aspects
We use NICE CXone in Customer Service for answering incoming calls across the team. The system is able to divvy out the calls in the order the reps are available. We also use it to record our phone calls and review them at a later date with our team leads. I know other teams use it, but not sure in the same way. NICE inContact allows for incoming calls to be dispersed in a timely manner and to the reps that are available when they call in.
- Allows for recording of calls
- Allows for you to review calls with leads
- Allows for disposition of calls to track
- Manages who gets calls next.
- Route calls [work] one day and the next there are issues with routing calls.
- Not being able to receive calls periodically
- Refused calls when they are not routed through to you.
June 18, 2021
Great site
My company currently uses NICE CXone to track calls that are coming in. We can also see when our colleagues are currently on a break, which helps us to figure out our own schedules. This company helps us to be a lot more organized, keep track of how many calls are coming in, and make sure that we are not taking a break at the same time as too many others.
- Great format
- Easy to use
- Helpful at accomplishing goals
- It would be nice if you could organize workers by what they are currently doing; examples: meetings, breaks, etc.
We are now able to see who is available to take or transfer calls to. Tracking of calls is very efficient as well as QA scoring.
- Routing calls
- Receiving messages
- Easily identifies where the call is coming.
- Employee visibility is easily read.
- Easy to know what status you are in.
June 17, 2021
Nice, advanced, and agile
Currently, NICE is used for calls, sending emails, and text messages. We also use the redial function if more than one contact with the customer is required. I'm not aware of whether the entire organization makes use of NICE; I'm just sure it's been adopted nationally in various sectors thought the organization.
- Fast calls
- More stability
- Easy to transfer calls
- Facility for conferences between technicians and customers
- Ability to liaise between employees for communication.
- A notification with a different ringtone.
- Option to choose country code automatically in phone numbers.