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
View PricingOverview
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
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
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
NICE | Show Me the Demo
www.nice.com
Features
Return to navigation
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 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).
Comparisons
Compare with
Reviews and Ratings
(830)Attribute Ratings
Reviews
(1-25 of 233)Companies can't remove reviews or game the system. Here's why
February 29, 2024
NICE is Great!
Omnichannel support and outbound autodialer.
- Support is fairly quick.
- They offer multiple solutions to meet various needs.
- Self service through the product is amazing.
- They need better implementation vendors.
- Better communication for releases and how it impacts users.
February 26, 2024
Nice CXone - Exceptional Call Center Platform
We currently use NICE CXone in our call centers who handle calls from our external customer. We also use it for our internal Service Desk. We have several different call centers with different ACD call flows.
We switched to NICE CXone approximately 2 and a half years ago to have a consolidated platform for our call centers and to drive cost savings by having a single cloud-based platform.
We switched to NICE CXone approximately 2 and a half years ago to have a consolidated platform for our call centers and to drive cost savings by having a single cloud-based platform.
- Up-Time - NICE CXone is a very stable platform with minimal outages or performance issues
- Ease of Use - NICE CXone is easy to set-up and manage users. It's also very easy to set-up up call flows, change call flows, update holiday hours, etc. Day-to-day system maintenance is very easy
- Training - NICE CXone offers training documentation and videos that are very intuitive and easy to use.
- Support - The support portal is easy to use, but I wish the overall technical support was a little better. They often ask for call samples for issues, and they never seem to be "fresh" enough, meaning that they are already out of date.
February 20, 2024
Nice CXone Features and Value.
CXone's
omnichannel capabilities enable seamless integration of multiple communication
channels, ensuring consistent customer experience across all touchpoints. This
allows us to manage high call volumes effectively while catering to
diverse customer preferences.
Secondly,
CXone's advanced analytics tools provide valuable insights into customer
interactions, agent performance, and operational efficiency. By analyzing data
at scale, we are able to identify trends, anticipate customer needs, and
optimize processes to enhance our Agent and Supervisor/Manager productivity as well as customer satisfaction.
- Data and reporting options are numerous.
- They are constantly advancing their available technologies.
- The user interface is very intuitive.
- Technical Support is lacking in some cases, unable to help in certain scenarios.
- It is sometimes difficult to get answers in a timely fashion from their back-end teams when needed.
We use NICE CXone (user hub) for ACD/IVR, WFM for productivity, and Quality Central for analytics(recorded data). We migrated our phone system from traditional analog, DTMF (extension-based routing) to digital IVR services via NICE CXone. It has helped us integrate data into/from multiple sources like CRM, Speech, and HR apis. With this migration, our reporting is simplified, agent productivity has increased, and we are working on embedding quality in all customer interactions. Overall NICE CXone has met our needs and also helped us in improving customer satisfaction.
- Interactive Voice Response
- Automatic speech recognition
- Reporting
- Case Management ( for reported incidents/probems)
- Time is takes to resolve tier2 type problems
- Lack of Subject matter experts
August 23, 2023
NICE CXone Review
We use the service to handling incoming patients, follow up with our patients and address appointment scheduling, questions or concerns. We use the Omni-channel platform. We have had no major issues with Nice and they work the tickets we do submit quickly. The platform is very stable and they roll out useful updates
- Quick to provide help
- Updates to the platform are relevant
- Our account manager is always available
- The Studio scripting can be challenging to navigate
- We do run into issues trying to show we have an issue when they can't replicate it
August 23, 2023
Nice in the name of Nice :)
We have a large number of customers all over the world and build a customer service call center in Nice for taking orders from clients which is very helpful and the support they have provided very extensively and also a prompt in their business. We used Genesys before and migrated to it 3 years ago, we faced a lot of struggles with Genesys but the Nice is really very friendly tool for us. Actually, I am part of the technical team, I personally felt that Nice is better than Genesys not only in support, addressing the issue as well, getting prompt assistance and exact fix for all the issues.
- We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
- The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
- The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
- The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
- Reporting is very easy and helpful.
- Dashboard is awesome, no word to describe it
- Please enable secondary ringer option in Salesforce
- Please extend the notification time for incoming calls. It's just for 3-4 sec as of now, which leads us to miss the calls.
- Need little improvement in reporting
August 23, 2023
Great tools for Better Decisions
Our department handles all inbound contacts for the company. We not only use the phone, email and chat services but also workforce management and quality management. These tools have saved us hours of manual time. The reporting function is good but at times I wish it were a bit more flexible.
- Workforce management is very easy to use
- Quality management allows evaluations to be objective
- Real time adherence allows me to know what everyone on the team is doing at a glance
- Reports allow us to evaluate the performance and helps us improve
- It would be nice if the prebuilt reports had some functions to modify
- It would be nice to have additional color Aux codes for WF
- Honestly, I don't have any other suggested areas of improvement.
August 17, 2023
A great all in one call center platform.
We migrated to Nice In-Contact late 2019 and at that point we only had one call center. The implementation and on-boarding were quick and efficient. During the pandemic we spooled up second temporary call center to handle a rent help campaign in the matter of weeks. We’ve since added another call. all together we currently have around 60 agents. I really like how easy the IVR is to script and debug.
- I really like how easy the IVR is to script and debug.
- Quality Management is top notch.
- Workforce management make scheduling a breeze.
- The reporting tools aren't as user friendly as I would like.
- The MFA implementation is a joke.
August 10, 2023
Great Product for your CEC portfolio
We utilize many functions of CXone with our company in ACD, Performance Management, Feedback Management, WFO, and Real Time monitoring. This tool has allowed us to combine 11 different products and contracts under one umbrella to provide a one stop shop for our end users. This is utilized by our customer contact centers on a daily basis worldwide.
- Providing a Cloud Solution
- Keeping up to date with the newest technology
- Providing support for implementation
- Incorporating data from all systems into one tool
- Having a complete solution when a new product is added to the tech stack
- Platform performance for large companies
August 10, 2023
Accessibility in Contact Centers
The majority of our staff use screen reading software and we needed a platform that allowed our staff to use it as any other staff would use. In the past we had to pay for scripts for this functionality, with NICE we are able to work seamlessly. Also, not only is the agent interface accessible, we have visually impaired staff in leadership roles due to the accessibility.
- Functionality options
- Upgrades
- Customer Support
- User management section of the platform could use some efficiency upgrades
March 31, 2023
NICE CXone is a Great Product
NICE CXone is used for inbound support calls for IT issues. The product is also used for inbound calls to our Sales team.
The product allows us to track and report on how the Service Desk is performing.
It allows the Service Desk to handle inbound calls efficiently and effectively.
The product allows us to track and report on how the Service Desk is performing.
It allows the Service Desk to handle inbound calls efficiently and effectively.
- Inbound Calls
- Reporting
- Support
- Accessible from any Internet Connection
- Some Calls get stuck and cant be answered
- Sometimes the web client crashes
- Audio quality can sometimes be an issue
January 09, 2023
NICE CXone - a scalable phone and contact solution to give you the edge on calls to and from your user base
We use NICE CXone to contact our user base to provide support on open tickets the end user submits themselves as well as take warm transfer calls from the first level service desk in order to speak to the end user when needed to resolve their issue they called in on in a much more efficient and timely manner. The warm transfer process from level I to level II support has already increased the end user customer satisfaction as it more time than not allows for first call resolution of many reported issues.
- Seamless integration into systems
- Works on any computer as it is website based, not software based.
- Allows for quick calls, scheduled calls and more
- Quick options to call and work with teammates as a consultation process
- I have experienced frequent issues with the dashboard loading which in turn causes Max to fail to load and function
- Sometimes the functionality can be slow and get bogged down and the only solution is to reload the website
We use NICE CXone to provide Contact Center functionality in tandem with RingCentral MVP. RingCentral's features do not include common Contact Center functions such as robust IVR, skills based routing, integrated web-chat, etc, so they contract with NICE CXone to provide these feature via integration between their systems.
- Deep and robust tool set for designing contact flow
- Respectable uptime
- Phone based customer support is responsive
- Integration with RingCentral is basic at best and not well documented
- They charge per engagement for configuration support
- Admin console is unnecessarily complicated and cumbersome to use
We use NICE CXone as our Telephony system. We use it for forecasting, receiving calls, emails, and chats. We also use it for our QA system. The product addresses the need we have for one complete system that does everything for us instead of multiple systems. Because it is cloud-based it allows flexibility for our agents and helped us to get rid of an old desktop phone system. The product has reduced our training time in the classroom because it is all-inclusive. We can now train our agents on the phone system, chat and email much more quickly because it is all the same product. The look and feel of it are very intuitive and even a new user, picks up on it very quickly. Quality assurance was made much easier with the new system in that it records all the interactions. Now we can listen to and do quality control even after an agent has gone home for the day to provide feedback. This helped reduce the size of our QA team during our holiday season. NICE CXone also allows us to do forecasting and has helped to eliminate a need for other forecasting software.
- Reduces training time
- Combines several systems into one
- Allows agent flexibility for work locations
- Does not require much IT support
- Provides detail reporting and tracking of agents statistics
- Records all interactions
- Work Force Management continues to improve.
- Integration with Microsoft Teams would be nice.
- Customer Sentiment works well and continues to improve.
July 08, 2022
NICE CXone the best!
We use NICE CXone to answer inbound calls and make a call. It also would allow us to make a schedule for when to call back the client. One of the problems the product addresses is, that if there is a long queue, a guest can request a callback and still continue on his or her current queue without going back to 0.
- caller can request a callback
- we can create a callback schedule
- easy answer on inbounds
- easy outbound process
- all contact in the company are visible so it is easy to transfer to other department
- sometimes it will show some error that we cannot answer calls
- the rest is perfect
June 30, 2022
NICE CXone (formerly NICE inContact) Review
Since day [one] NICE CXone (formerly NICE inContact) [had] a very friendly interface, very easy to use, [and] even [...] has a lot of options you can choose to run depending on the information you need to get from the system. The platform is used [among] all the production level[s] [but] sometimes it suffers from irregular disconnections or get[s] stuck in a state [that] does not allow you to change it when using MAX but can be fixed if you refresh the app.
- Easy to use
- Include a high variety of options for reports
- Built in apps
- Connectivity
June 15, 2022
Gain enlightenment into customer experience!
Bring in the customer experience industry, it is important to understand interactions between agents and our customers. This tool allows us to get insight into how those interactions are going and where we need to improve to make a better customer experience. This tool allows us to capture their side and understand the gaps.
- Reports
- Automation
- Adaptive
- Implementation
- Processing speed
- Better display
March 24, 2022
The most honest review I can contribute
As a group sales coordinator, we need to have reliable software to use for doing outbound calls. And our company did a great job in choosing Nice CXone as the main software for auto-dialing. We are very satisfied with this product because it helps us to do our job easily and effectively.
- Auto dialer.
- Inbound call.
- Outbound call.
- Choice of color.
- Choice of tone.
- Realtime update of status.
March 17, 2022
Kudos Nice CXone
I've been using Nice CXone for two years now and I don't have any problem with it. We use it for doing follow-ups and inbound calls. Our company is a travel expert who helps different hotel chains and local airlines. All in all, Nice CXone is a go-to software for all business owners.
- Outbound call
- Inbound Call
- Scheduling Follow ups
- Whisper call
- Lack of theme options
- Pop up feature is good but can be inside browser too
- Real time update if on break or if status is available already
February 23, 2022
The most efficient outbound calling experience I've used to date!
NICE CXone is a system that I (and my coworkers) use 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.
- Name displaying
- Snappy design
- Answering machine recognition.
- Displaying titles (ex. Mr./Mrs.) before call is picked up.
January 11, 2022
NICE CXOne is all you need to grow up as a formidable company
NICE CXOne is easy to figure out, the interface is friendly and easy to understand and it's also very simple, I love the fact it shows the exact number of calls that are waiting to be attended in the Queue. There are also many useful tools that this marvelous software brings to us for tracking calls, chats, and any other form of contact.
- Tracking your contacts.
- Keep you updated about your queues.
- Easy to use and friendly interface.
- Almost everyone can use it.
- Custumization.
- There are some bugs that can be fixed.
- Calls are coming laggy sometimes.
December 13, 2021
my experience with a new unified tool
NICE CXone (formerly NICE inContact) is being used throughout the organization as the telephone service, snack breaks, monitoring calls, and work schedules. We started using it about 1 month ago. NICE CXone (formerly NICE inContact) replaced other tools we used, such as aspect softphone, verisys, and Avaya.
- The tool is extremely dynamic as it replaced more than 5 tools
- The tool is extremely fast, never crashed or lost connection
- The tool is extremely simple to use, not requiring more complex training outside my desk
- The tool could improve the layout by putting more color options
- The tool could decrease its size to let it take up less space on the computer screen
December 04, 2021
Reliable. Innovation. Quality.
I currently use NICE [CXone] to manage the Sales Team that I'm managing. I pull up my dashboard on a daily basis to monitor their productivity, to barge and listen to their calls every now and then, and I pull up historical reports and recordings as part of 1:1 coaching conversations.
- Real time reports
- Easy to setup your customized dashboard
- Robust reporting with about 300 metrics that you can utilize
- There's nothing that I can think of right now.
December 04, 2021
NICE CXone Review
We use NICE CXone for our call center solutions provider. They provide us with solutions for call routing, handling, monitoring, and evaluation. Their products help us monitor everything from how many calls are currently [held] to how representatives in the call center are performing. Their products provide insights into key metrics to identify issues so we can resolve them.
- Provide software and technology that is easy to use
- Products are easy to use but also robust with lots of features
- Products also include analytical tools to identify trends
- The call evaluator tool (Engage) can be slow to respond. Would be nice to have this application housed in Chrome instead of Internet Explorer.
- Sometimes, not all call data is recorded, particularly screen captures.
- Adding spell check features to email/chat functions would also be an improvement.
December 03, 2021
User friendly auto dialer
We use it to filter our inbound and outbound calls to our customers. It works quite efficiently and we have many functions that we can use for it. It will let us know how many people are logged on for calls as well as how many people are in the call queue. It is also nice because we can add filtering options for the lists so it makes it easier for customers to be sent where they to go so it ends up creating less movement and having a customer on hold less.
- Filtering calls
- Multiple list functions
- Can display the call queue
- Easy to use functionality
- We need a secondary auto dialer to use it
- Different colors as red and blue do not clash well
- The ability to customize things a bit more
- Have the exact number instead of showing 99+