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NICE CXone

NICE CXone

Starting at $71 per month per user
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Overview

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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Recent Reviews

NICE CXone.

10 out of 10
March 01, 2024
Incentivized
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, …
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Glitches galore

3 out of 10
August 23, 2023
Incentivized
We use Nice Cxone as our webbased telephony system to answer calls for our suicide Hotline. Using this system helped us upgrade from using …
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NICE CXone Review

9 out of 10
August 23, 2023
Incentivized
We use the service to handling incoming patients, follow up with our patients and address appointment scheduling, questions or concerns. …
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How NICE CXone Differs From Its Competitors

Customization

I used to make customer reports for my team all the time but since haven't had the need to access to really do any customization in the last two years. I also came from Vivint Solar, we switched from NICE CXone to WebeX, then back to NICE CXone when integrating with Sunrun.
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Customization

We have lists that show us which agents are online and working, it helps us keep track of which store and gauge who is the busiest while also keeping track of how many people are taking calls. Helps us stay informed on which team members are obtaining their call goals and which could use some work.
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Customization

I haven't customized the platform, but being that inContact works perfectly for us I'm assuming someone already customized it to our business needs before inContact launched. It works great and it's easy to use. I have no reason to customize even more. All of my peers love this platform as well.
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Customization

I personally have not managed the system since I am now a manager but I have used the system and love the abilities I have to input my own information on beneficiaries when I do sell plans to them. They are very easy to work with and I always have the right amount of time to track my information.
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Customization

Customized dispositions allow seeing what types of calls are coming in for each state. This will allow for better call routing in the future. This system makes it easier to hold individual operators in the Client Solution Center accountable.
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Customization

I do not create reports or customize so would not be able to properly answer this question. I strictly use the program to answer incoming calls from card holders and transfer to proper areas when needed.
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Customization

We have added prescripted emails. By doing this it is super-efficient. It's like the rep can address an issue and find the solution quickly. This helps the teamwork through and process the emails quickly. Also with the auto queue if a rep can not handle the issues just hit re-queue and the email …
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Customization

Excellent dashboards so you can correctly review the daily progress of the team, correctly update in real-time from which queues calls, chats, and emails have come in, and be able to update the available queues in each case adjusting it to the level of the agent. Agents can also see through …
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Customization

NICE [CXone] is detrimental to our job as Health, Life, and Medicare agents because it provides us with proper scripting, which allows us to move a call forward without hesitation or risk of liability. It also allows us to easily establish rapport with a customer, making dead airless common and …
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Customization

I have customized the NICE [CXone] platform to view the employees in my department and the insurance line of business (LOB) carriers we handle so I can view how we are doing on a daily basis.
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Customization

The software has been customized for us to monitor our employees actively throughout our workdays. The data recorded allows us to use the information for very accurate employee assessments. Employees are able to monitor their own analytics throughout the day. We created groups to divide calls into …
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Customization

As a user, the only customization that I made is the dashboard view to suit my own personal preference. The manager is using custom reports to have a good overview of what is actually happening.
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Customization

NICE CXone (formerly NICE inContact) has provided a great advantage with the prebuilt reports, however, in some scenarios we will need to gather more specific data or we need it presented in a different way. And here is where the customized or personalized reports take the protagonism, empowering …
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Customization

We have 100s of call flows now across our various businesses. It helps managers get the most of phone systems and a great deal of customization for each business based on their needs. Some are simple flows that go directly to skill while others are complex with IVRs, look up in the database, voice …
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Customization

I haven't personally used these tools but I've seen supervisors develop reports to give agents visibility on what's being done appropriately and what can be improved, as well as to give incentives for hitting specific key performance indicators. Being that it's possible to evaluate each agent …
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Customization

Oh, my managers and administrators, try as they might, to increase their profit margins in our company by ever-increasingly hyper-metricizing us and putting more responsibility on their lowest-paid employees, the only reason they are making more money is not because of this product, but because …
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Customization

Each agent has individual selections available to them that provide a clear view to agents what tasks are available and needed to be performed on a daily basis. There are also reports we have created to view overall agent performance compared to each individual's performance to better understand …
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Customization

Yes, still learning what NICE CXone can do. But I like how you can create a dashboard to monitor what your teams are doing across different sites.
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Customization

I have a personalized transcript that I use when conducting business via NICE CXone, and my coworkers have actually taken that script and made it their own. For me, this has greatly strengthened my business and list of clients. I am able to read my pre-written script and do away with the worries …
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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

View all 22 features
  • Agent dashboard (527)
    8.7
    87%
  • Warm transfer (500)
    8.5
    85%
  • Call tracking (481)
    8.4
    84%
  • Inbound call routing (485)
    7.9
    79%

Reviewer Pros & Cons

View all pros & cons
Verified User
Consultant in Information Technology
Computer Software Company, 10,001+ employees
Verified User
Executive in Corporate
Health, Wellness and Fitness Company, 201-500 employees
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Pricing

View all 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
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Product Demos

NICE | Show Me the Demo

www.nice.com
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Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.8
Avg 8.3
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Product Details

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

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.

NICE CXone Video

NICE CXone Integrations

NICE CXone Competitors

NICE CXone Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Mac
Mobile ApplicationApple iOS, Android
Supported CountriesNorth America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa
Supported LanguagesBulgarian, 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.

Five9, Talkdesk, and Genesys Cloud CX are common alternatives for NICE CXone.

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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Comparisons

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Reviews and Ratings

(830)

Attribute Ratings

Reviews

(101-125 of 578)
Companies can't remove reviews or game the system. Here's why
November 04, 2021

So easy to use love it

Verified User
Employee in Customer Service
Consumer Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
[NICE CXone] is well suited for member calls to hold, transfer, and put on hold. I don't think having it open if I'm not in a call is the best thing it seems to crash unless I'm on an active call which makes it hard to receive incoming calls when crashed. We miss the calls.
November 04, 2021

NICE CXone is the NICEst one around.

Juan Florez | TrustRadius Reviewer
Juan Florez
Sales Specialist
Onyx (Automotive, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Its best suited for sales reps who have to take calls and make money by selling the product the company offers. It also is an important tool for the company since we have a lot of customer service calls and it helps the clients get their problems resolved as soon as possible.
November 04, 2021

Boost the productivity by managing customers very effectively.

Mayuri Ganjure | TrustRadius Reviewer
Mayuri Ganjure
Purchasing Executive Administrator
Accurate Industrial Controls Pvt. Ltd. (Industrial Automation, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If the organization is based to work on customer follow-up or continue interaction then the NICE CXone is perfectly suitable. Due to the use of the latest technologies, it's very reliable and provides perfect call management with almost zero errors. If the organization is not customers centric then NICE CXone is less appropriate.
November 04, 2021

NICE CXone Review

Verified User
Employee in Customer Service
Retail Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It works great when you have multiple employees assigned to different tasks, management can monitor this online rather than have to reach out to individuals to get the information. The MAX pop-up also lets workers know how long they have been dispositioned on one task, which helps employees stay on track.
November 04, 2021

Very good software

Verified User
Administrative Assistant in Corporate
Government Relations Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Dashboard capabilities outside of my usual workspace. EX: I can pull it up on my tablet and keep an eye on my team all day without having to use another system or stopping what I am currently doing. This has greatly improved my workflow and allowed time for other duties which usually get taken up by looking into past behavior patterns.
November 04, 2021

NICE CXone for Work From Home setup

LD
Loreto Destura
Sales Solution Architect
IBM Business Services (Information Technology & Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is very useable for the BPO setting where we conduct inbound and outbound calls. After each call is completed, we can audit each call and suggest improvements in our current process. It is not yet integrated into our existing CRM so we have to open CRM tandem with InContact which is cumbersome.
November 04, 2021

Great for an inbound call center environment

Verified User
Employee in Information Technology
Telecommunications Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Any call center environment would be better suited to use this kind of software. It is not hard to use for most individuals to learn and the answering of calls is pretty intuitive. I believe that there is a need for more standardization in this industry so ideally there will be a number of features that will come into play.
November 04, 2021

How NICE CXone is more for those who work from home than in the field.

Verified User
Employee in Customer Service
Consumer Services Company, 1-10 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is more suited for people who are working from home in their bubble safe at home, than people that are working in the field with customers. on the front lines working within the public to make up for the high demand of the product.
November 03, 2021

"NICE CXone" is the way to go!

Verified User
Employee in Customer Service
Hospital & Health Care Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
"NICE CXone" Has always been well suited, it gets the job done and it's a very reliable network. I am able to do my job and I don't get glitches or disconnections. One thing I think that would really help is having a lock option so the phone can stay on the screen while being on another site. Also to have the agent stating the directory give a 3-second pause before connecting call.
November 03, 2021

inContact made our lives easier

Amber Cannon | TrustRadius Reviewer
Amber Cannon
Telephony Manager
Check Into Cash (Financial Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact provides great reporting within the Central platform, but the Clearview integration could be better. There always seems to be discrepancies in the numbers between both platforms. The ease of use in Studio (IVR building) is great, but the limitations on how it only allows bits and pieces of certain code languages are a little frustrating. ACD Management would be great if you could edit things on all levels. For example, editing dispositions at the agent level.
November 03, 2021

NICE CXone is nice to use

Verified User
Team Lead in Customer Service
Telecommunications Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's well suited in a contact center environment where multiple tools can be integrated into one common tool. Also, helpful in an environment where several data reports can be accessed within a single dashboard.
November 03, 2021

Success is in the details

Joesf Patterson | TrustRadius Reviewer
Joesf Patterson
Inside Sales Representative
Sunrun (Consumer Goods, 5001-10,000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Being a team lead and supervisor, it was great to be able to see real-time availability and dispositions. It was also really easy to live monitor calls and step in if needed with newer agents. There was a particular time when a customer was getting unruly with an agent, I was able to start listening in to the call, then step in when I needed to.
November 03, 2021

Helpful, User Friendly, & Efficient

Carly Rousseau | TrustRadius Reviewer
Carly Rousseau
Investigator
City of Chicago (Government Relations, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone is well suited to any call center or public-facing governmental organization. Much more efficient and equitable than a traditional phone system. Particularly helpful for large volume and rapid calls, as it will help you to keep track of callers. Also great for forwarding calls to mobile phones during remote work.
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