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
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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
NICE | Show Me the Demo
www.nice.com
Features
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Product Details
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- Integrations
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- 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
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Reviews and Ratings
(830)Attribute Ratings
Reviews
(1-5 of 5)Companies can't remove reviews or game the system. Here's why
December 04, 2021
All good!
It's being used for almost all the organizations to receive calls, chats, and emails. In my department, for example, is used to attend the person request through chat, email, and phone call. We provide IT support to all our company's employees and have not received any complaints about how the InContact works.
- Shows inContact status and time as available or busy.
- Does not take to long to load.
- I like the colors.
- Shows a notification when a new contact is coming..
- It is easy to log in.
- We can monitor the agents status.
- We can do live monitoring.
- The way to navigate through inContact
- How we transfer the contacts.
- It should be easy for us if we can have a search option to look at a user directly.
100%
10.0
93.33333333333334%
9.3
N/A
N/A
N/A
N/A
- It has an improvement on the time to receive the contacts.
- It's easier to navigate to the agents.
- It does not complicate.
The IT department has created different tasks so the technician can be able to receive contacts and manage them. Also has implement scripts for the chat where it is easy for us to introduce our department and ask for the issue description so we can have a resolution faster than expected.
No
1000
It represents customer service, collections projects, sales projects, administration staff, and IT staff. Almost all departments use inContact. Almost all the agents for all the projects KM2 handles use inContact to take calls, chats, e-mails, reports, view and handle the campaign queue, and comparative reports.
10
The only one who has the access to manage the inContact support are the higher technicians and also the Workforce team. The higher technician takes care of troubleshooting any InContact issues when it is presented and the Workforce team handles any account creations for new people in the company to join the inContact features. This makes a better communication between all of us.
- Reporting
- Calls
- Chats
- E-mails
- Manage the skills
- Manage the queue
- ETC
- Creating scripts for the users.
- Making the task bar easy access.
- Creating different colors.
- Future reporting
- Call recordings
- Manage more skills
- Elevate permissions
- Account administrator
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Positive Sales Experience with the Vendor
- Analyst Reports
The most important factor in my decision was the easy way to manage the Nice InContact Cxone, I will highly purchase this product again no matter what's the price and the main reason is that I can manage all of the usable features in one only software and will be easy for me to navigate through it.
- Don't know
Change management was a big part of the implementation and was well-handled
It has a lot of changes but the ones that I like were that users can be monitored easily. I never asked for assistance to use it because it is easy to learn by myself and in case I do not have the answer I ask a coworker and they know about it.
- The login issues
- Accommodate to how find the reports
- Online training
- in-person training
No
No
For example, when we have a down in all our company, all the users were unable to login due to an error message so we proceeded to get your assistance and the issue was resolved and escalated as soon as you received it. We were trusted that you could resolve it.
- End a contact
- Find users account
- Password reset
- Unlock accounts
- Updates account profiles
- Find a users account
- Find a station ID
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.
91.53846153846153%
9.2
94.44444444444444%
9.4
N/A
N/A
N/A
N/A
- Not applicable.
- Two - Not applicable
- Three - Not applicable.
My dashboard helps a lot with tracking. Every one of our scripts is customized. We use several non-default, custom-created reports as well. We can spin up a script in hours or even minutes depending on its complexity. They have a service which can create scripts for you, but we manage scripting in-house except for difficult use cases where we may need a little help.
Not Sure
400
Customer's relationship center.
We do and receive phone calls for clients and internally.
We represent a team who assist only private and high wealth customers. We use Nice CXone for performance tracking and also as a tool for contact the customers, receive and give transferences, send e-mail, and schedule our customers.
We do and receive phone calls for clients and internally.
We represent a team who assist only private and high wealth customers. We use Nice CXone for performance tracking and also as a tool for contact the customers, receive and give transferences, send e-mail, and schedule our customers.
100
Investment advice on private pension plans products, such as investment funds from a conservative (low risk investments) to bold profile (high risk), linked to VGBL and PGBL plans.
Life Insurance Advice, including redeemable ones.
Customer Experience Analysis and Customer Journey, where we value the satisfaction of customers and our partners.
- Phone Calls
- Track Performance
- Schedule calls.
- Totalmente digital.
- Speed
- Facility
- Send Email
- Meetings House in
- Product Usability
Ocorre que a usabilidade de um programa ou sistema é uma característica fundamental, uma vez que se trata do que de fato uma empresa precisa para tocar o negócio, ou para prestar de maneira plena todos os serviços. Nice Cxone é um sistema fácil, usável e extremamente acessível, além de ser extramente útil e funcional.
Se necessário fosse, eu muderia o processo de avaliação e selação da seguinte maneira. Primeiro, analisaria, além da usabilidade, ou seja, das funções em geral do serviço prestado pela empresa, avaliaria também a qualidade destas ferramentas, pois de nada vale um serviço que ofereça muitas soluções, se não há qualidade, o que inviabiliza todo o processo. É necessário que cada função, utilidade seja efetiva, e entregue o resultado desejado.
- Implemented in-house
Yes
Yes, the implementation, in fact, occurred inparts. First of all, the implementation occurred last year, still during the pandemic while we were all working on Home Office. A test period was started between employees initially, and after success, we made great progress to real customers and house in customers testes.
Change management was a big part of the implementation and was well-handled
The transition from a mass production system to a lean production system implies changes in large magnitude within the scope of the operations strategy by manufacturing base organizations, and can trigger different reactions by employees, going from unrestricted support to the initiative to the veiled resistance (or even explicit). Change management has become one of the most critical success factors for any business.
- Computer issues
- Programming
- Data
- Online training
Não comprei o suporte premium, acreditando que o suporte básico deveria ser suficiente para me ajudar na solução de problemas. Atualmente o suporte comum me fornece a ajuda suficiente, atendendo às principais necessidades e sempre apresentando soluções adequadas. É necessário avaliar custo x benefício do premium, mas por hora avalio como suficiente o suporte padrão.
No
<div><br class="Apple-interchange-newline">Sim.
Em uma certa ocasião o Nice Cxone apresentou erro ao ligar para os clientes. A ligação ficava muda, e por mais que tentasse reiniciar não funcionava. Entramos em contato com o suporte para buscar ajuda, e o técnico foi extremamente profissional, esgotando todas as possibilidades para solucionar o problema. O suporte ocorreu online, via teams, mas por fim apresentou a solução, e logo voltamos a produzir. </div>
- Track performance
- Make calls
- Receive calls
- Scheduling
- Type every time the city code
- "No route found"
- The history is very limited. In the main page, it should show all the history calls
Yes
Sim, atualmente utilizo a inteface de celular no navegador chrome e funciona bem. Há, no entanto, um ponto a ressaltar, qual seja, que é necessário seleciona a opção "destkop mode" para poder visualizar bem toda a tela. Isto, porém não impede de usar qualquer tipo de função do Nice CXone.
Yes
Yes
Yes
May 28, 2021
NICE inContact CXone Review
It helps the whole business operate.
- Streamlined.
- Clear quality.
- It glitches too much when answering a call.
56.153846153846146%
5.6
27.77777777777778%
2.8
N/A
N/A
N/A
N/A
- Helped complete sales calls.
My dashboard helps a lot with tracking.
No
400
Support, supervisors, front line, all use this. I am unsure how many use it exactly. It does not give me many issues, things run a little smoother than they have in the past. There are however too many non specific skills that are easily confused for new agents and this causes unnecessary escalations and stress.
1
- Call other agents.
- Confirm policy with supervisor.
- Contact airline for policy.
- Contact support for penalties.
- Saving some outbound numbers as contacts.
- Using the email system.
- The tracking.
- Additional tracking.
- The stats need to be cleaned up.
- Easier company communication for support.
- Implemented in-house
Yes
Change management was a big part of the implementation and was well-handled
- Everyone getting on the same page.
- Online training
- in-person training
- no training
No
Yes
No, I cannot because it is hard to reach the tech support team.
- Call transfer.
- Dashboard.
- Muting and holding cars.
- Calling out of system.
- Calling internationally.
- Disposition freezing.
- Javascript widgets
No
No
No
October 16, 2020
My NICE inContact CXone Review
We use NICE inContact CXone for call center workforce optimization. This tool is being used by the call center group in our organization. The business problems that are solved by this tool include call/chat routing and managing all queues. NICE inContact CXone helps us to manage all queues efficiently and effectively.
- This tool is very handy and useful for quick skill changes and managing a high number of skills in business.
- You can use it from an open network and it's web-based.
- It's easy to use for anyone.
- Its help section is easy to access and works accordingly.
- It is very user friendly.
- It should allow real-time skill changes at the campaign level.
- Supervisor dashboard could be more user friendly.
- It should have easy to use scripts for real-time skill changes.
75.38461538461539%
7.5
76.66666666666667%
7.7
N/A
N/A
N/A
N/A
- So far, positive impact
- Easy to use
We have created customized reports and dashboards. We have created skills, campaigns, and IVR structure with NICE inContact CXone.
Yes
We used to use "interactive intelligence" for WFM needs. NICE inContact CXone offers a lot of capabilities that were lacking in ININ.
Workforce management team
10
NIC trained resources which can help all users
- WFM realtime
- Quality
- reporting
- call/chat routing
- IVR management
- using it for IVR management
- screen capturing
- quality control
- we want to use it for other channels like chat
- Social media
- emails
- Price
- Product Features
- Product Usability
- Product Reputation
- Analyst Reports
will review all the used cases and do market research again
- Implemented in-house
Yes
Change management was a small part of the implementation and was well-handled
- Nothing much
- Online training
- in-person training
yes it can be learnt withouth training with the help of online stuff available
Nothing much
Some - we have done small customizations to the interface
Some - we have added small pieces of custom code
basis our company requirement we made the changes
There was a downtime happened at my organization and support team was there to help quickly and efficiently
- Some reports are excellent
- Web based tool help to use it on go
- creating customized reports little tricky
- nice iex
- quality tool
- oracle service cloud
- File import/export
- Single Signon
nothing much, its easy
NA
NA
No
- optimal use of resources
- suggested reporting and dashboard changes
No
November 08, 2013
Attensity Review: Text at its best
Score 5 out of 10
Vetted Review
Verified User
- Counting the text data to make it quantifiable.
- Reporting.
- Client focused.
- Normalization of data.
- Too difficult to tune the tool.
- Natural language can go too far - left can be a direction and the past tense of the verb leave - The tool assumed it was a verb.
- We found a quality problem that was emerging. Since the issue sounded like normal use of the product, we were not sensitive to the rapid increase in what our consumers were reporting. The tool made us curious as to why the use issue was growing. We had a problem.
- Engineers were able to gather point of use details from our end users with out the large effort of reading comments
We looked at several tools for turning text into data.
The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.
Attensity had taken the approach of including reporting and alerting with their text engine.
The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.
Attensity had taken the approach of including reporting and alerting with their text engine.
300
Customer service, product safety and product quality.
2
Hybrid skills between advanced user, content owner and some IT training
- Quantify what the consumer wants.
- Qualify usage and failure data.
- Use the questions coming to customer service to help prioritize training content.
- Part inspection ticket analysis.
- Blog or social media monitoring.
No
- Product Usability
We were able to port data to Attensity and see results in a small window of time. By hosting the solution, and offering reporting, much of the burden of implementation was managed by Attensity
I was not part of the selection team. Just the implementer.
- Vendor implemented
Yes
We did some consumer based content - text only, then added attribute detail, then added a 2nd data source for the same type of data.
Change management was a major issue with the implementation
We had to internally market the new solution. This surprised us.
- Our internal language was not full sentences. We had abbreviations, terms that were not well managed by the engine, we also had not used full sentences and the tool was looking for verbs that did not exist.
No
I have a basic contract and get good service.
Yes
It was more of a limitation of the software. They were very attentive to my point of view and worked towards resolution.
We had a truncated data set transfer over. When we realized it, it was already afternoon. We prepared a replacement data set , and Attensity made unique jobs & schedules to receive, process and report on the data by the next morning.
- The reporting for the masses is visual.
- The export detail is a nice feature.
- The ability to link similar findings in multiple data sets was elegant.
- Tuning - training the text engine on the industry specific language was laborious - so, so, laborious.
- Attempting to expand the solution to be more analytical - Normalized incidence.