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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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
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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
(76-100 of 578)Companies can't remove reviews or game the system. Here's why
November 09, 2021
Customers at my fingertips!
NICE CXone is our main connection between the company and the customer. It is used for inbound and outbound calls.
- Agent reports for both the individual and the company as a whole.
- Ability to both outbound calls and outbound emails.
- The ability to have multiple calls, and connect or transfer as needed.
- Being able to personalize the screen a little more.
- Being able to add personal tones for both inbound and outbound calls.
November 09, 2021
a NICE CXone Review
Walmart eCommerce uses it throughout the whole company, as far as I know. Different teams use it for inbound and outbound calls, chats, and some emails. Being able to connect to the programs we use to look up customer information is really helpful and provides quick customer service. There are some times when it doesn't load, but usually, a refresh and clearing cache and cookies help.
- Connect customer information to our programs.
- Allow for customization for users.
- Easy to use.
- Ability to see when your teammates are on lunch or break or any other status.
- Different ringtones for when contacts come in.
- Fully customizable color schemes for dark or light mode.
November 09, 2021
All of the analysts can't be wrong - It's a leader for a reason!
We are a reseller of NICE CXone and use the tool in a variety of ways. Our solution engineering team uses it to build proof of concepts for our customers along with pre-sale demonstrations. Our professional services team uses it to create new integrations to systems such as Zendesk and build bespoke solutions for our customers. Our support team will also be using it to handle customer calls.
- Skills based routing.
- Integrations.
- Reporting.
- Dated UI (they are working on this).
- New features are slower to be released to EU/UK.
- Non-Salesforce softphones are not great compared to the SFDC one.
November 09, 2021
NICE CXone Review
We use it to manage our inbound calls and feel it is very easy and user friendly because it is simple to navigate and very simple to use everything is as clear as it can be big enough font with ease to read interface, overall a great software and easy to manage and use on a day to day basis.
- Transfers calls.
- Hold
- Mute
- Answer calls.
- Contacts books.
- Connection
- Enhancing audio.
- Easier to transfer calls.
November 09, 2021
Quality with NICE CXone
My department uses the NICE CXone system to accept inbound calls and create outbound calls to our providers. The software is also used to track employee work hours, break, and lunchtime. For example, the system logs when we sign in and clock out for the day. We can also view the work status of our fellow employees; the system will reveal if a fellow employee is in an "available" or "unavailable" status.
- Speed
- Quality
- Troubleshooting
- Customer Service
- I had some issues with the MAX agent. When receiving an inbound call, I would select the "accept" button and the system would remain frozen. I had to clear my cache and complete some troubleshooting steps several times before the system began to work again.
- The software could be better if the main website included some basic troubleshooting steps as well as common issues and how to fix them.
- Oftentimes, my department will provide information regarding fixing the MAX agent if we have issues. I think a better line of communication between departments and NICE CXone would also be beneficial.
November 09, 2021
A swiss army for contact centers and general service businesses
We use inContact to interact with customers via inbound/outbound calls and chats. We also use it in our service desk department. We're currently using it across our organization for production and it solves a lot of issues having to do with different applications, this is reduced by having everything in one application. Also, the admin dashboard that our supervisors, managers, and workforce personnel use is very easy to navigate and intuitive. Very straightforward well built application.
- Chat
- Calls
- Email
- Reporting
- User management
- Dark Mode
November 09, 2021
A1 in my book!
We work from home and NICE [CXone] is being used to make calls, receive calls, receive emails, and write emails to customers and team members. It really makes the job so easy cause it’s right there and it automatically pulls up the ticket for you so you can complete the task in a timely manner.
- Park email.
- Dialing out.
- Masking a call for personal information.
- Connectivity issues.
- Refuses calls out of nowhere.
November 09, 2021
Aim for the best
We are using NICE CXone to receive and make outbound calls. The software is used across the whole organization. The marketing department is using it to qualify leads or to answer customer's queries.
- Flexibility
- Professionalism
- Error free
- More dashboards for reports.
- Compatibility with Tableau.
- More corporate training sessions.
November 08, 2021
Can be complicated
Score 4 out of 10
Vetted Review
Verified User
We use this program to log in and out of our phone services to be able to take calls. So far it seems to be doing well it was just a little confusing at the beginning.
- Give information.
- Fast
- Accurate
- Making things a little more obvious to those who don't understand where to find certain functions.
November 08, 2021
Best platform to check the performance reporting
We use the NICE CXone application for downloading the data for call center reporting. The call center uses this application for taking calls and for disposition. Multiple level reporting we get from NICE CXone helps in the better functioning of the business. It also helps the business to work properly. Different sent of reporting.
- Skill level report.
- Calls Handling.
- Disposition
- Aux report.
- Agent level report.
- Old data in one go.
November 08, 2021
NICE CXone is the best
We use NICE CXone to get in touch with our customer in case they have missing some items on their orders or some items get damaged and they need us to process a refund or replace the items damaged, we also get to call our local stores to support the customers on a more accurate and prompt manner.
- The ability to have a side conversation without the need to disconnect 1 line to get the 2 line
- The ability to work with chats
- The ability to work with email
- Sometimes calls can get disconnected during the conversation
- Not being able to hold 1 chat to do a call
- It can get stocked when doing multiple things at the same time
November 08, 2021
Does the hard stuff but cant do the simple stuff well
Phone sales for insurance. First and foremost we need the system to answer calls. The system needs to be reliable and intuitive. It is vital to the company that the phone system is easy to use and works every time. There are tons of issues with NICE [CXone] which I will explain later.
- Hang up feature is clear.
- We can route by state.
- Has some color coding.
- Transfer is inconsistent.
- Has tons of issues with audio not working with zoom or teams.
- We have far more dropped calls with NICE [CXone] vs Cisco.
- Dashboard screen is soooo slow and times out often.
November 08, 2021
Great product
NICE CXone is used to answer and disposition calls incoming and outgoing. It also populates a client's lead details, Intake identifications, and information they updated online. It populates their litigation and their status. If they have an attorney and case staff this is also populated on their account. It makes it easy to find a client and see how far they have gone.
- Shows the numbers calling in a way easy to see.
- Bold colors show if you are available or no.
- Shows calls in que.
- More options do use to disposition.
November 04, 2021
NICE CXone will keep you in contact
We use [NICE CXone] when we receive phone calls and emails from prospective customers. Also for reporting and stats.
- Makes connecting to other easier.
- makes locating emails, missed calls and voicemails easier.
- Doing reports and checking individual stats.
- Easier to move emails around.
- The loss of notifications.
- Loss of calls.
November 04, 2021
Good results with NICE CXone
NICE [CXone] is a powerful tool that works across the whole organization, we use it to call customers and our team leaders use it to give us feedback on the level of customer service we provide to the people that call in. It helps to fulfill tasks, create reminders for callbacks, and to save any important notes when we finish a call.
- WEM
- Messages
- Agent Leg
- Connection is interrupted from time to time on the Agent Leg.
November 04, 2021
Does the job
We use it for all incoming customer conversations via chat email and phone. Is only used by the sales and CX team. It allows our team to have multiple customer interactions in multiple formats simultaneously and have quick replies for the frequent repetitive questions we get asked.
- Allows for custom options (how many inbound contacts at a time).
- Custom sounds for different notifications.
- the option to look back at previous contact history.
- When answering phone calls it still rings for a few seconds.
- Can't transfer emails when someone is on break-even if the email is not urgent but needs to be attended to by a specific person.
November 04, 2021
Savior during Covid
FIS is using NICE [CXone] to make and receive calls to their customers. We are using it in many processes. It is being used in Chex, Zelle, and Vodafone. I am a Senior Business Analyst so I extract data from the NICE CXone web application. I make reports using the Custom Reports and Data download tab. It is a very easy-to-use product and can be used from home in Covid. Previously we had Avaya and it was difficult to use because it was a landline.
- Made work from home easy - We just have to login and start calling - No landlines.
- Easy to extract daily, monthly reports from NICE [CXone] web app.
- Easy to monitor agents online - who is logged in and who is not.
- Fast and reliable - Just need internet.
- Sometimes it shows that call is connected but there is no voice from another side for a few seconds.
- Hard to create custom report using parameters - too many parameters.
- Pre defined reports needs to be added into the web app.
November 04, 2021
Its SO NICE to use NICE CXone!
NICE CXone is being used to check how many people are online/available to take in calls on a certain shift across the whole organization - supervisors can see how many representatives are online, on break, on lunch, or log out. We can also see reports and calls waiting for even the longest wait of a customer on the queue.
- We use Nice CXone to check availability.
- We use Nice CXone to check productivity.
- We use Nice CXone to log in.
- Sometimes its loading slowly.
- Maybe you can put more colors on the tools itself.
- None that I can think of.
November 04, 2021
Great Product solution for Telephone systems
We utilize NICE CXone Across our entire organization for our Sales and Support Teams. It solves our inbound and outbound call queueing and reporting needs.
- IVR's for automated routing of calls to the correct representative.
- Easy tracking of productivity through reports.
- Easily move Reps to different teams as the business need arises.
- More Detailed Reports, Currently the information is not ideally displayed when using the default reports.
- Tighter SLA management. Currently, I get penalized for calls that come in out of hours of operation.
November 04, 2021
NICE CXone for everyone
NICE CXone is a system used for making calls in MAX for reaching out to our prospective donors for a variety of different fundraising campaigns. I find that the way MAX displays names during the dial-out process for outbound calling is quite brilliant, as it allows me to become familiar with the donors and allows me time to practice pronouncing their names before they pick up the phone.
- I find that compared to previous calling systems I've worked within the past (such as LiveVox), NICE CXone has kept me efficient with my minute-to-minute productivity.
- I find that the customizability lends a large helping hand in the aspects of being able to toggle different client calling campaigns on the fly. This way, if my superior requests that I have my call queue switched, I can change it if necessary.
- The simple design of the NICE CXone system of tools is a big reason why it works as efficiently for me and my coworkers as it does.
- I believe that NICE CXone (formerly inContact) is very useful because it fulfills many different necessities which are essential in the work environment.
- When you first log in and go available for service you can choose to connect but you have no choice after that and it is absolutely terrible.
- It sometimes crashes without warning and sometimes calls come in with no intro warning.
- Sometimes, calls get dropped automatically, which reflects as "refused," and negatively impacts employee efforts.
November 04, 2021
NICE CXone - a great way to analyze call center data
[NICE CXone] is used by our organization to capture data for call centers and create reports based on that or the pre-defined reports of NICE CXone. IT is used by our BPO department. It addresses the day-to-day report publishing of different data to check the call center performance.
- It captures the call center details in simplistic way.
- It's custom report option gives great flexibility to create report as per your need.
- Pre defined reports also helps to get the reports quickly.
- It has limited Attributes and metrics options which could be increased.
- Data download takes time, which could be made faster.
- Dashboard should have customization option for better view.
November 04, 2021
NICE CXone is Nice
NICE CXone is the contact center Moneygram uses for its consumer services, It is being used by Global Contact center department and it provides self-service IVR for the consumers and partners who use MoneyGram as their Money Transfer service. It widely supports the Intelligent Routing to the representatives for better customer service.
- Cloud based Contact Center.
- Easy to develop routing solution.
- Routing and IVR flow combined in studio.
- Providing detailed reporting on entire CC.
- Easy WFM.
- Studio Scripts.
- Lack of Visibility in callback component.
- Develop Omnichannel Solution is easiest way.
- Lack of documentation in all areas.
November 04, 2021
Great product but could use more hands on support
NICE CXone is currently being used heavily by our Customer Support teams however we have implemented it across the rest of our operations departments. It helps us to provide the best support by allowing us to provide situational training to new hires, support training and feedback to current staff, and allow for us to understand what our customers need.
- Call recording.
- Sentiment feedback.
- Service levels.
- Reporting
- IVR Route set up.
- Dashboards
- Launch Supervisor details-streamline.
November 04, 2021
Something NICE !
NICE CXone is used by CIOX HEALTH outreach employees everyday to make calls to provider offices to retrieve medical data that is missing for different health insurances. It has features that allow us to reschedule any calls we have that day for a later time whether by minutes or hours. It also has a feature that allows us to do Off research calls and allows us to notate in all the correct areas and charts.
- Connects us to providers.
- Allows us to save notes per call.
- Rescheduling feature.
- Accurately showing how many calls are made for the day.
November 04, 2021
Good features for a call center environment
Some departments are using it while others are not. It addresses the need for a desk phone.
- Organizes call flow.
- Clears space on our desks.
- Tracks users well.
- Lots of outages and dropped calls.
- More user friendly options that can be customizable.
- Confusion on where problems are from.