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
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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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Product Demos
See CXone in Action
04:40
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
Companies can't remove reviews or game the system. Here's why
We get to meet weekly with a support agent who provides insights, and training and we can share any issues we might be experiencing.
December 04, 2021
All good!
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.
November 04, 2021
Savior during Covid
Whenever the help was required during COVID and when we were setting up nice in FIS they were always available.
November 03, 2021
Reasons to love inContact
I never had to call to get help
Very timely in getting new POC added to the system which makes us much more efficient!
October 26, 2021
We can work from anywhere due to NICE CXone
At a certain point, we needed nice's support to customize the agents' visualization panel and issue reports with the necessary indicators. The explanations were clear and succinct, in addition to being provided very quickly. The demand was sent and it was answered how we could customize it. The understanding exceeded the objective, as we learned at once how to carry out such customization.
October 19, 2021
Laurentino's review
<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>
May 28, 2021
NICE inContact CXone Review
No, I cannot because it is hard to reach the tech support team.
October 29, 2020
NICE inContact CXone makes workflow easy.
If there is ever an issue, it is resolved extremely quickly. My supervisors communicate with NICE inContact CXone support teams.
October 16, 2020
My NICE inContact CXone Review
There was a downtime happened at my organization and support team was there to help quickly and efficiently
October 05, 2020
NICE inContact Review
Well for the most part, when you are experiencing issues with NICE inContact, the best thing to do is to log out, clear the browser, relaunch the system, and log back in. Then, it works with no problem. The only issue is only having 41 seconds between calls.
November 08, 2013
Attensity Review: Text at its best
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.