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
(1-25 of 307)Companies can't remove reviews or game the system. Here's why
March 01, 2024
NICE CXone.
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, chat, voice, and surveying with ECHO and now with Feedback Management. We use it to provide services to many customers in many fields, and NICE CXone is almost always the go-to solution we pitch.
- Great Admin tool to handle the customer's agents and group them according to access levels.
- Intuitive IVR programing using Studio.
- An excellent use of analytics allows our customers to identify trends and anticipate their needs.
- User Interface enhancements would be welcomed.
- Enhancing the integration capabilities with third-party systems.
- Continuing to enhance Analytics and all aspects of the tool with AI.
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 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.
November 25, 2023
Infinite Reporting & Timely delivery
We use NICE CXone for scheduling and integrated with Call Center Technologies to leverage in-call metrics. It is also integrated into the CRM for agents to view scheduling with-in Salesforce. It is also used to create metric reports for call center management and agent coaching. NICE CXone provides insights into the call flow of agents, in bound or outbound analysis of agent call volume is helpful when determining what are the agents barriers. The reports are easily expanded to allow for specific information or it can be generalized to get the big picture of the agents performance.
- Agent Metric Reporting
- Time Management
- Schedule Swapping
- Report building Interface
- Graphic Design
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
Glitches galore
We use Nice Cxone as our webbased telephony system to answer calls for our suicide Hotline. Using this system helped us upgrade from using landlines and allows us to take calls o nthe computer. We are a 24/7 hotline and use this system for our 10,000 plus calls a year
- records and keeps calls
- the system is fairly easy to use
- we often experience glitches, preventing our call handlers to answer calls
- glitches when logging out of MAX if not done correctly
- We are expected to help figure out the reasons behind these glitches or do some for the work needed to fix it ourselves
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
CXone product review
We use it for our Engagement Center where we interact with different healthcare companies.
- Provide innovative ways to engage with customers
- Provide detailed data needed for reports requested by clients
- Technical Account Manager is always attentative and responsive to our needs.
- Easy to engage with support.
- Provide better ways to be able to access raw data from the platform without the need of APIs or custom reports.
- With more and more users working remotely, have the platform more friendly with Wifi connections. A lot of connection and audio issues occur due to being connected to the internet via wifi. It's not ideal for everyone to be connected via ethernet cable.
- Have the ability to get contact detail reports past 90 days.
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 11, 2023
Extended support and extraordinary service
We have been using nice in contact for our contact center solution from the beginning we are getting proper support from nice support team and from our technical account manager Studio scripting is very user friendly to build and modify cxone admin page is very user friendly to understand the configuration and apply change as per our requirements
- User friendly to create and delete new users
- We can easily identify the changes taken place via change history
- Realtime auditing options will help for monitoring purpose
- Good
- Better
- Best
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
We use CXOne for Social media community management. With this tool we can see how many inbounds and outbounds we have, on what channel and take a look into our customers communication.
- Looking into customers communication
- Responding
- Analytics
- User interface
- Support
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
September 16, 2022
In the Eyes of Quality
We use the tool to record calls, emails, and/or chat sessions. We are currently in the migration phase to NICE inContact as our new application. It addresses the problems in the lack of 100% recording when investigating transactions for the quality department.
- Ability to download calls
- Ability to play calls through other tools like 8x8
- User-friendly navigation
- Inability to measure actual hold time per attempt, which is important for the call center.
- Application crashes from time to time
- When idle, NICE inContact gives an error when tying to refresh.
- Instances of clear recording but agent could not hear caller.
- Delay/Sync issues when agents answer calls affecting QA scores.
July 22, 2022
Great for First Time Caller Employees
I used it to clock into our phones and reach out to internal users when we handled calls and cases. Employees would call through our IT number on the Sunrun website and we would use NICE CXone to track how many calls would come in and connect our agent leg to handle calls and answer them directly. We would also troubleshoot NICE CXone for when other employees were having issues with their agent leg, audio, connection, etc.
- Audio Clarity
- Accuracy of call numbers
- Very little bugs or issues with the software
- Not a fan of the auto answer feature.
- UI can be more user-friendly.
- Transferring calls can sometimes be a hassle.
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 21, 2022
Nice Nice Survey
Score 10 out of 10
Vetted Review
Verified User
NICE CXone is the best running product. Previously we used Nice CXone for our inbound and outbound calls. Before, we used Cisco Finesse as our tool, but then our client decided to use Nice CXone for all Voice domains.
- Inbound calls
- Outbound call
- Auto dialer
- Improper Display
- Sound Quality
- Device make
June 20, 2022
Workforce Management has just got NICEr!
NICE Employee Engagement Manager is used in our organisation for adherence management, employee working schedule creation, managing leaves and generating reports. It is also useful for the people managers and senior management in tracking employee's performance in terms of their time check-ins and adhering to workplace guidelines. NICE provides the managers to filter out their employees based on their line of businesses as well
- Real Time Adherence
- Time Off Manager
- Leave Activity Tracker
- User Interface
- Provide more options to managers/supervisors
- Lessen outages
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