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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

The ability to customize the reporting and scripts has been helpful to productivity. Agents can work faster in responding to client inquiries.
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Customization

I am able to view current calls handled along with the statistics in relation to the disposition of contacts throughout the day. This enables the senior management team to ensure effective resources are used on the dialler software. This has resulted in an increased rate of contact with our …
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Customization

I would love if it would have some notes that you could create or even make your personalized scripts, or even create your own contacts because our company needs to call specific customers, nice has made our life easier, can't be happier.
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Customization

This is a way to optimize the contact of our clients such as providing us more info and view of targets, stats, and client info its a more organized way to get in touch with potential clients.
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Customization

I mainly have changed the dashboard look to have different types of information at my disposal at a glance with the information I need. I know that managers and the Workforce team have the flexibility to customize reports and views that helps them make decisions on a day-to-day basis to improve …
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Customization

We have been able to customize reports for different teams based on team KPIs. This has been particularly useful as reporting is now quicker.
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Customization

We have customized it to be able to run with exactly what we need it to for our business and our salespeople. We like that we can make quick changes if necessary and are able to roll out updates almost immediately. Some of this was a determining factor in which solution we chose.
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Customization

We have created some customized call scripts that have been very helpful for us to have a more professional menu for our callers.
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Customization

Customized the reports to display the number of calls that employees make per day compared to the hours worked. With this, we were able to measure the productivity of employees, even when at home. This brought a very broad view of how the operation was going because employees are paid by the …
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Customization

Our company has customized the disposition in particular to fit our needs and that has worked very well for us. We are able to accurately describe the contents of each call for managers and supervisors to see, which adds transparency on both ends preventing confusion in any way possible too.
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Customization

A personal script would be great to follow however, I prefer to go with the flow and feed off of the patient's energy. The NICE CXone program is convenient and efferent especially when it comes to answering the patient's needs quickly.
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Customization

It's more personalized and does not rely on the IVR. Customer know that they are speaking to live person on the other end of the line. There's definitely less cross talk, and conversation is more fluid. This is the reason we don't use this for cold calling and just talk to customers directly.
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Customization

Primarily the call quality is very good through the platform, and we are able to now see LIVE streaming data regarding call numbers in the platform in relation to our agents.
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Customization

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 …
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Customization

We use custom reports and analytics as well as agent skilling based on real time volume and agent availability statistics. We also use the call recording for our quality assurance grading. Additionally, we use the call recording playback for coaching opportunities and ongoing performance …
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Customization

The problem we are solving with the help of NICE CXone is we can do our job well because this tool allows us to do so. The benefit I have realized is we do not need a hard phone anymore so we can do calls NICE CXone is an integrated softphone that can accept incoming calls. Fewer wires and less …
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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

(126-150 of 578)
Companies can't remove reviews or game the system. Here's why
November 03, 2021

Reasons to love inContact

Verified User
Employee in Customer Service
Medical Practice Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact works great when we are trying to contact our coworkers. If we know their name all we have to do is type it in and we are able to call them. It's such a nice feature especially when the caller knows who they want to talk with. Another well suited feature of inContact is being able to see my productivity on how I can approve.
November 03, 2021

Awesome system!

LR
Lacey Rose
Medicare Sales Representative
eHealth Insurance (Insurance, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone has amazing qualities! They have a great system that allows you to manage your inbound and outbound calls efficiently, as well as track all your breaks through their phone system. It is very detailed when it comes to transferring to calls and very self-explanatory as well. I am comfortable and happy with how the system allows me to use it.
November 02, 2021

NICE CXone is the Call Center Software for me!

Verified User
Administrative Assistant in Human Resources
Retail Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone is nice in a call center function because calls are able to be recorded, monitored, tracked, and retrieved. It helps us monitor other team members and their availability on the phones which is helpful. We make good use of the status function to redirect calls to other agents while we are away.
November 02, 2021

Coach - NICE CXone

Verified User
Representative in Customer Service
Apparel & Fashion Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Scenario 1 - I was unaware that my supervisor was out of the office and asked other personnel within the management department; however, using this service allowed me to confirm that she was scheduled to be out of the office that day. It was very helpful. I would recommend it to others.
November 02, 2021

Initial NICE CXone review after one month of using the software

Verified User
Analyst in Quality Assurance
Financial Services Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The analytics are far superior to the phone system that we used before. This software allows us to analyze how many times certain words are used, and it allows us for a better look into what our team is doing when not on a call. The latter is important as our primary focus for our customer support team is just that: customer support. If we're not supporting our customers, what are we doing? The detailed statuses are a great way for us to identify trends that we can improve training or provide resources to decrease time off the phones.
November 02, 2021

I love it. its so much better than working off hardphone

TJ
Tim Jones
chargeback associate
fis global (Banking, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Would like a little more information on incoming callers like names if possible and at least the account number or last four of the card numbers to help assist in a quicker search. The transfer process is good but when we have an interpreter would be nice if we were able to transfer the caller with the interpreter still on the line. Agent report would be good if they had just a little more clarity on the numbers given.
November 02, 2021

In office or working from home this a NICE CXone to have

Verified User
Account Manager in Customer Service
Environmental Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would give this program a 9 out of 10. My main 2 reasons are; 1) when using the system it has the need to stay connected. I feel the system should act like a cell phone and disconnect. When working I am not always mindful of pressing end. I am using my cell to work from home. I am accustomed to when the other party hangs up the call being disconnected. This isn't the case for the program my team has our phones stay connected. let's be honest in a work from home setting we are not mindful of our background noise. 2) My team is dinged if they are "unavailable" for too long. This can be because the rep forgot to select their disposition. Now, this only affects my admin team but if they were able to select the disposition before the call is placed and immediately once the call ends the system should put itself back in available.
November 02, 2021

Best call application

OD
Octavio Dominguez
SD AGENT
Atos (Information Technology & Services, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited for times when there are failures in office networks where an application with higher complexity at login times under these situations. It is unsuitable for times when higher security is required for login beyond a password. It is mainly recommended for industries where there is no budget to pay for dedicated servers for a calling application.
November 02, 2021

NICE CXone is more than nice, its GREAT!

Verified User
Employee in Sales
Insurance Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE [CXone] is honestly well suited for many office situations, specifically those that let an agent or team lead review calls. This is very important in a customer service position because we oftentimes need to see our past mistakes so we will be able to fix them. It is also very handy and organized when it comes to hosting team meetings.
November 02, 2021

The best time management software to date

Verified User
Employee in Customer Service
Government Relations Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Again, I think this service is excellent for anyone with a large employee amount as it basically manages their time sheets for you seeing as your check the log in and out as well as breaks. Even companies who have a smaller employee count could benefit from this simple service by removing the need for paper time sheets.
November 02, 2021

Basic peon end user

Justin Murray | TrustRadius Reviewer
Justin Murray
KAC
RYDER (Transportation/Trucking/Railroad, 201-500 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's useable as is. I have yet to try other programs since I am new to the field. I feel like it's good enough as is to use for what most customer service people would do. I think Salesforce integration would be cool for my work. That being my big thing.
November 01, 2021

As easy as learning the letter A

JC
Jeronica Collins
Healthcare Support Agent
cognosante (Consumer Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I honestly think [NICE CXone] is well suited for all jobs it helps with those who manually type [their] time in and can reduce stress [on who] may have had a long day and forgot to add in their hours, so nice automatically tracks your hours upon your activity in NIce INContact. I LOVE IT!
November 01, 2021

NICE CXone Review

Michael Riley | TrustRadius Reviewer
Michael Riley
Pharmacy Technician
Evolent Health (Insurance, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is best suited as it has a good interface to establish a quick call and a quick resolution with the caller. Transfers to colleagues are seamless. The only thing I would change is having some sort of sound alarming us when the 'agent leg' has disconnected so no calls are refused as this goes against our call quality status and star ratings.
November 01, 2021

NICE CXone is a very nice system!

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone is very good when it comes down to call handling. I have had a situation in which I had to transfer a call to a colleague. Many other systems make call transfers a headache. NICE CXone keeps the process simple and logical. You simply find the transfer option and decided whether you would like to do a hot or cold transfer. It is a very powerful tool for that matter in my opinion and I have heard many of my colleagues praise that feature.
November 01, 2021

Good software with more pros than cons (experienced as a user, not as an admin)

Verified User
Engineer in Customer Service
Computer Software Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone is very user-friendly. I use this on a daily basis and it's easy to make phone calls, change your status, and view the status of the team members. Also important, the dashboard can be configured with several different views to show real-time or historical data. Multiple dashboards can be created to have several quick views. Or create one dashboard that holds all information.
November 01, 2021

Outstanding call center solution

JP
Julian Perez
Engineering Technician
Grupo Prometeo (Information Technology & Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone (formerly NICE inContact) is well suited for the contact center industry, everyone looking for a contact center solution should start looking for NICE CXone. This will help with handling a large volume of contacts and keeping an eye on the metrics and KPI. However, it is not recommended for businesses that require face-to-face customer interactions.
November 01, 2021

NICE CXone has it all - powerhouse amongst today's options

Verified User
Manager in Sales
Financial Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE [CXone] is well suited for larger contact centers where there are dedicated admins that can manage the buildout of call flow scripts. DBAs and IT are a must to get the most out of the system. Otherwise, users would be completely dependent on support teams, which can get pricey fast.
November 01, 2021

Powerful client and workforce management tool

CD
Camilo Diaz
Customer Service Representative
Teleperformance (Consumer Services, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's quite a powerful tool to assist customers and provides valuable insights to the team to strategize and plan, anything customer support related I would say it can be used to improve the work experience, the flow of the task force, and overall performance, I'd say is less suited for written communications just because I haven't really gotten to use that too much.
November 01, 2021

I call this one a bad call.

VO
Veronica Odden
Cutomer Support Specialist
PDS IT (Consumer Services, 51-200 employees)
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's perfect if your accounting can be a little fuzzy and you don't need to report 100% correct metrics. If you're going for accuracy and absolute perfect accounting, [I believe] you are going to be severely disappointed with this product. I've routinely noticed when I switch statuses, [from my experience] you're going to get a couple of seconds of wiggle room there.
November 01, 2021

It Works!

Verified User
Employee in Customer Service
Automotive Company, 5001-10,000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone (formerly NICE inContact) is well suited when managing a large number of people across various departments and desiring to track productivity and resource requirements. It is less appropriate in situations where you only need to manage a small number of people (it is more effective to simply have a manager who is aware and actively involved with a small team).
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