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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

It is easier to record data such as RPC: how many people actually answer calls. So we know exactly how many people we are reaching.
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Customization

We help customer[s] with different issues. For example, we help them with [a] technical issue, billing, and contact information question. Nice inContact is used all over the world I think especially if [it's] with our company I believe. Lately, I've been having issue[s] transferring customer[s] …
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Customization

I have not personally customized the reports or personalized call scripts but I have seen other departments and users that have done so and they do manage to create very specific reports and calls scripts that help their agents with calls and ease their way into managing large agent groups.
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Customization

We as employees don't have the ability to customized NICE. However, I've seen my manager do things I can't do using employee level login. It amazes me there's so much NICE can do. It gives restrictions depends on the level login. If we could see the whole team's queue that would be great.
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Customization

Creating vision ready-made reports, [showing the] number of customers in line by resources serving, breaks, total calls for the day and service level information. The impact was positive as I can identify ready-made information in the same report.
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Customization

I'm not the business owner, but it has given us some challenges as the ones who are taking the calls due to it not ringing sometimes and not showing us the messages
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Customization

I have customized the software so that the staff's time card report is on my home page for easy access. As an admin supervisor, I need to create all kinds of reports such as overtime reports, staff schedules, teleworking hour verification, etc. NICE CXone provided all the data for me so I don't …
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Customization

I personally don't have such power to customize the NICE CXone (formerly NICE inContact) system for our team. But I'm aware of that. My boss always mentions how good it is and I can see that through our operation.
Each one of us has our own skills and it defines what calls we are able to answer. …
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Customization

I am able to look at how many calls I have taken daily [and] my reports on how my calls are going. Personally, I really enjoy having that feature to keep track of how I am doing at my workplace. Other than that, there is nothing else I can really add to this.
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Customization

The system we were using before did not include enough detail on productivity, and it also didn't allow for us to have people working from home and now we are able to. Along with that it helps us track the work flow for each individual and our team as a whole which is great!
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Customization

We have created scripts to route calls more efficiently to different teams within our company. We can then use that customization to add more agents to those skills "queues" based on the real time monitoring provided from within the ap. This has had a huge impact in our business model since it …
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Customization

With the settings, it was easier to adapt the tool to our functions, as we use it for calls, but there are other sectors that need to use sending emails or text messages, so the company can easily configure this for the functions of each sector. With these possibilities, it became easier for …
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Customization

I have not customized the platform at all. I simply use it to call hundreds of customers every single day. It makes my job easier and the jobs of hundreds of employees throughout the company easier. That is a win when it covers these bases.
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Customization

My managers have customized the platform to notify us of who is calling in terms of what category of a caller they are. The aspect of also being able to see what my fellow associates are doing and whether they are on the software or not is actually very helpful.
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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

(151-175 of 578)
Companies can't remove reviews or game the system. Here's why
November 01, 2021

One of the best, NICE CXone

TW
Torie Walker
Mortgage Consultant
Wyndham Capital Mortgage (Banking, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone is well suited for the average LO at a company that is on an outbound type of campaign, that spends a lot of its time calling different borrowers. I think if you are on an inbound dialer it may be a less appropriate scenario. This system is a must for someone like myself who outbounds most of my day.
November 01, 2021

Awesome product

QH
Quinn Haggerty
Vacation Specialist
Mammoth (Hospitality, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's well suited when you need a platform for customer inbound calling. As an example, inbound calls can be handled by the tech platform and agents can even work remotely using the technology. It is less appropriate for a single business. In this case, the need for multiple agents accessing inbound and outbound calls could probably be done without this platform.
November 01, 2021

Excellent in connecting with your customers

Verified User
Employee in Customer Service
Financial Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I have worked in several organizations over the past fifteen years and therefore each company has its own dialler system in place to contact their clients. I must say the NICE CXone is one of the best dialler systems I have used, the ease of use and functionality is second to none.
November 01, 2021

One of the best for communication.

CL
Carlos Lopez
Communications Representative
Insight Communication (Telecommunications, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
More suited would be Telemarketing, Customer Service, Offices, and even business but it could lack on meetings, reunions, and its understandable Na1.Nic3 wasn't created for that purpose, I'm sorry about my English, my main language is Spanish, We are using Windows 10 64 bits, personal internet it is 100-120 Mbps.
November 01, 2021

Don't Be Stingy.

Verified User
Employee in Sales
Transportation/Trucking/Railroad Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For a well-suited scenario, it would be a call center use. Either through the phone service or online chats. A less suited scenario would be trying to set up a call with multiple users and transferring at times. The interface is a little confusing at first to use (still a better replacement of the old service used before NICE CXone).
October 30, 2021

Optimize your day

JL
Jose Lopez
Senior Agent
Avantive Solutions (Telecommunications, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It well suited in our department because optimizes contact with our customers in time and manner and scenarios where it may no be appropriate might be for our existing customers since dialer goes really fast, sometimes there might not be a chance to take a look full info of clients were getting in contact with.
October 29, 2021

Love this Software

HS
Harriett Slate
Customer service agent
Benefit FOcus (Insurance, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Researching information is nicely done. It is very easy to find what you are looking for. Maybe an info button for new users. I had a few classmates who did not understand how to use NICE CXone at first. Maybe an info button for new users so that they will have guidance.
October 29, 2021

NICE CXone from a limited perspective

Verified User
Employee in Customer Service
Hospital & Health Care Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited for providing potential leads on jobs that can be worked and jobs that may be out of the scope of support to handle in the means of providing information beforehand of actually going into the "projects". It is less appropriate in the aspect of functionality when dealing with multiple "projects" at a time.
October 28, 2021

Great platform for its value.

Verified User
Technician in Information Technology
Information Technology & Services Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Overall, NICE CXone covers everything a contact center would need. The most important features are there and work well. I would like the UI or UX to look a bit more modern and easier to navigate all its functions. Features are being added, but I'd like it to be a bit faster. It's a good platform with room for improvement.
October 28, 2021

Really enjoying this new system and looking forward to its updates and improvements!

Verified User
Advisor in Customer Service
Consumer Services Company, 1001-5000 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I believe NICE CXone is well suited for the job that I perform because it is a fairly effective phone answering system. I myself don't have a whole lot of issues with it. It is my colleagues that are always having to restart their PCs which results in [backed] up queues due to not being able to hear the customers.
October 28, 2021

Good, user friendly system with good features.

Verified User
Team Lead in Customer Service
Insurance Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
[NICE CXone] is great for call centers that want to get rid of desk phones and to allow users to work from home. [NICE CXone] also provides good call recording services which [are] useful in customer service. If only dealing with internal customers it may not be so useful, but when the core business is dealing with external customers it is a good system.
October 28, 2021

Best Softphone Available

BP
Brandy Poirier
Technical Support Engineer
Netfor (Information Technology & Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone is great for high-volume call environments. We have multiple different clients and experience a high volume of inbound calls daily and NICE CXone allows us to seamlessly answer and address each call without interruption or delay. In my opinion, NICE CXone is a well-suited softphone for all company and call types.
October 27, 2021

Great Software!

Verified User
Professional in Sales
Security & Investigations Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I like it and it works well for our needs, so I would recommend it. I think there is some room for opportunity in reliability and how quickly it performs tasks. Overall, I would definitely recommend NICE CXone to any small to medium company looking for a solution like this. Great product.
October 27, 2021

Great Contact Center Solution for Salesforce & RingCentral Integrations

Verified User
Project Manager in Information Technology
Machinery Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone is great for smaller contact center teams but can be pretty pricy when it is rolled out into a larger team. It does well for our 2 agents and it integrates well with our RingCentral and Salesforce platforms.
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