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 …
NICE CXone
Top Rated
NICE CXone
Overview
Recent Reviews
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
Top Rated
2022
Best of
2022
Best of
2022
Popular Features
View all 22 features- Warm transfer (483)8.787%
- Inbound call routing (467)8.686%
- Agent dashboard (510)8.686%
- Call tracking (463)8.585%
Reviewer Pros & Cons
View all pros & cons
Jeffrey Fawcett
Director of Contact Center and Training
WineCountryGiftBaskets.com (Retail, 201-500 employees)Video Reviews
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Pricing
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What is NICE CXone?
NICE inContact 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), and interactive voice response (IVR) system.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Features Scorecard
Contact Center Software
8.4
84%
Workforce Optimization (WFO)
8.5
85%
Product Details
What is NICE CXone?
NICE (formerly NICE inContact) works with organizations of all sizes to create customer experiences that build deeper brand loyalty and relationships that last. With NICE CXone, a complete cloud customer experience platform, the vendor combines Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, to enable an exceptional agent and customer experience—every time and on every channel.
Omnichannel
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Interaction Channels
Predictive Dialer
Analytics
Workforce Optimization
Analytics
Interaction Analytics
Reporting
Customer Surveys
Workforce Optimization
Workforce Management
Quality Management
Quality Management Analytics
Performance Management
Recording
Automation & AI
Workforce Intelligence
Open Cloud Foundation
CRM Integrations
UCaaS Integration
DEVone Ecosystem
RESTful APIs
Voice as a Service
FedRAMP
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
What is NICE in Contact CXone?
NICE CXone Integrations
NICE CXone Competitors
NICE CXone Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | USA, Canada, Mexico, UK, Brazil, Japan, India, Western Europe, Australia, South America |
| Supported Languages | English, Chinese, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish. |
Frequently Asked Questions
NICE inContact 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), and interactive voice response (IVR) system.
Reviewers rate Click-to-call (CTC) and Warm transfer highest, with a score of 8.7.
The most common users of NICE CXone are from Enterprises (1,001+ employees) and the Telecommunications industry.
Comparisons
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Reviews and Ratings
(756)
Reviews
(1-12 of 12)- Popular Filters
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December 04, 2021
All good!
- End a contact
- Find users account
- Password reset
- Unlock accounts
- Updates account profiles
November 09, 2021
Customers at my fingertips!
- Answering each call.
- Time spent on each call.
November 03, 2021
Reasons to love inContact
- making calls
- Getting Agents setup with Single Sign On.
- Dashboards
October 26, 2021
We can work from anywhere due to NICE CXone
- Monitor the quality levels of everyday life
- Monitor when employees are at work
- Track time in connection
October 19, 2021
Laurentino's review
- Track performance
- Make calls
- Receive calls
- Scheduling
May 28, 2021
NICE inContact CXone Review
- Call transfer.
- Dashboard.
- Muting and holding cars.
October 29, 2020
NICE inContact CXone makes workflow easy.
- Call management
- Scheduling
- Reporting / Recording Information
October 16, 2020
My NICE inContact CXone Review
- Some reports are excellent
- Web based tool help to use it on go
October 06, 2020
My NICE inContact CXone Review
- TRANSFER
- DIAL OUT
- CONFERENCE CALL
October 05, 2020
NICE inContact Review
- Status Change
- Tracking Time
- Inbound Calls
- Queuing Calls
November 08, 2013
Attensity Review: Text at its best
- 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.