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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

With NICE [CXone (formerly NICE inContact)] I feel that the communication between the employees themselves and the connections with the customers became very effective. And currently the only report we use is how many exact calls we made per day.
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Customization

I have customized the [NICE CXone (formerly NICE inContact)] platform by using personal call scripts made by me and my supervisor. Lets you know the reason the caller is calling. NICE has let me create and customize reports to send to my supervisors. NICE [CXone] lets me personalize my …
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Customization

Honestly it is pretty plain and simple on the end of what we use it for; communicating inbound and outbound and for clocking in and clocking out; lunch and breaks. It allows for an easy access to the needs of the company and the individuals working for them
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Customization

Definitely has a positive impact. inContact generates a daily report that we are able to use to compare day to day analytics, which shows areas that we need to improve in order to continue doing our jobs correctly. Although we aren't able to do any personalized call scripts, I enjoy that we can …
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Customization

I have not customized much on my end, but I can see that my manager is able to create groups, personalize reports, and manage employees using NICE CXone. I am able to look back on individual days to see where I am able to improve and make my job as smooth as possible
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Customization

My company and I have not personalized the platform too much. Some things we have customized are the schedule of the calls, different numbers we can call from, and lead dispositions. These are all minor changes but seemed to be implemented pretty seamlessly by my company and NICE.
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Customization

Personally, I haven't customized anything on NICE CXone. However, our managers have created reports in which it helps to keep track how many calls are in the queue. It helps us know how many calls, chats and emails have been handle on time according to their needs, and honestly, it helps us know …
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Customization

It would seem that many of the customizations that have been implemented are working fine. However, there are some customizations that would help, such as the changes mentioned in a previous question. User-friendliness of the callback schedule screen would be nice. Being able to stay available …
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Customization

We make the most of its features like analytics, call quality, call managements, recording, call routing, warm transfer, calls scripts. I believe we use most of the features here and we like that we can determine the role of each employee and assign task and features that only that user needs to …
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Customization

Within our team NICE CXone [(formerly NICE inContact)] have helped us a lot, we have created several reports and automated schedules to get the information deliver directly to our mailboxes, we also have different call scripts depending on the skills[.] This has impacted positively our daily …
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Customization

It has been easy to keep track of user call statistics such as call volumes, call times, dropped calls, refused calls, hold times, etc. The dashboard can also be conveniently customized to view different call statistics for different departments within the larger scheduling department. It has been …
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Customization

We have personalized scripts that we created with our NICE implementation contractor that further enhance our customer's experience within our system. We have adapted our hours of operation in a way that our system pretty much handles itself when adjusting call times to holidays and company …
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Customization

I use the software in a way where I can go to a specific agent list and be able to monitor them as a team instead of searching for them one by one. Plus, I can do live monitors and help agents if they get stuck on an scenario. This has a good impact on our agents and on our customers too.
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Customization

I have not been involved in the customizing process of NICE CXone inside my company, but as a user I can see that they have done a very good job at giving us, customer service representatives, all the tool[s] we need to develop our tasks. The system has provided us just the tools we need to do our …
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Customization

In our business, we have a basic customiz[ation] of NICE inContact. Managers and workforce people use NICE and have it customized to make it easier check the reports of the calls and have a personalized call script whenever someone is calling to one of the agents, which is very useful to hear for …
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Customization

This doesn't pertain to me because [I] don't use it personally due to me being on the phones. But what I can say is that it makes it easier for them to be able split our group up when they need a team to handle specific calls so that we can meet our ASA for that client.
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Customization

I wish I have the ability to customize the time report that I used most often but I wasn't giving the option. Maybe our IT team customized it for us. It is nice to hear that we can customize the platform.
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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)
    8.0
    80%

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

(176-200 of 578)
Companies can't remove reviews or game the system. Here's why
October 27, 2021

Easy and Informative Call Center Phone System

RC
Rejane Conte
Quality Assurance Manager
OrthoFi (Hospital & Health Care, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone is great for any type of call center. We utilize it for outbound/inbound insurance calls and for customer support to two different audiences. We do find that we have to ask certain agents to hardwire into the internet due to some connection issues and we have experienced some dropped calls and calls that we're unable to connect.
October 26, 2021

NICE CXone is a must have!

MA
Mario Alvarez
Financial Aid Advisor
The College Of Health Care Professions (Financial Services, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
During times at work, we aren't able to see every student in person since everyone has their lives and situations. With [NICE] CXone, we are able to contact students remotely and without the use of a telephone in our hands disrupting our typing or writing. Mostly this system is only used remotely so it isn't used as much as it should.
October 26, 2021

We can work from anywhere due to NICE CXone

Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
financial advice
Icatu Seguros (Security & Investigations, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In our call center, telemarketing, and customer relations departments, NICE CXone is very well used. In addition, for managers, the report that it produces makes it possible to see many numbers in relation to the employees. In addition, with the new working conditions due to the pandemic, it is possible to carry out call center work in the home office remotely.
October 26, 2021

A great system for workplaces

Verified User
Employee in Professional Services
Non-profit Organization Management Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone is best suited for companies with lots of employees that do different things at the same time. The fact that I can see whether a coworker is making an outbound call or incoming is a very nice feature that tells us a lot as a company. IT helps us keep track of calls very well also.
October 21, 2021

NICE

SD
sabrina dasilva
Patient Access
University of Miami (Hospital & Health Care, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great way to communicate with patients quickly and easily. In my opinion, the NICE CXone system is a 10 out of 10 platforms. I would highly recommend the NICE CXone system because of how easy it is to use. You can transfer calls and leave patients on hold. While also the system is really easy to learn. I strongly recommend this system to any organization that needs to schedule appointments and access dashboards and reports.
October 21, 2021

NICE CXone Review

Verified User
Employee in Information Technology
Internet Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This replaces the traditional office phone when working from home. But this is not integrated in Zoom or Cisco Webex calls, and IT must have different settings and it does not tell me that a call is coming in. It would be helpful to have an online portal to see all activities done.
October 20, 2021

Ease of use and good functionality

CB
Christopher Brown
Registration Specialist
Carvana (Automotive, 5001-10,000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The program is well suited for employees that are on the phones. It allows for metrics tracking and helps to target areas where people may need additional training or coaching. It is less useful for people who are not on their phones. It mostly just says "Yes, this person is here." for those that are not on the telephone.
October 20, 2021

Parabolic VOIP services

VS
Vars Slovak
Information Technology Audit Manager
Fluentls (Telecommunications, 11-50 employees)
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Seems to handle small operations as well as larger operations with hundreds of users just fine, however my earlier stated limitations with browser graphical particulates/elements getting stuck in caches, is causing erroneous graphical representation of the actual platform. And the platform should REALLY exist outside of a 3rd party browser, whom NICE cxONE has no influence over.
October 19, 2021

Easy to use

Verified User
Representative in Customer Service
Pharmaceuticals Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited all times I use this for work purposes. It allows me to easily make calls to patients and pharmacies. I rarely have issues unless it is an issue on the other end where the call maybe fails or when pressing a number corresponding with automated system it sometimes does not take it.
October 19, 2021

Laurentino's review

Dailson Laurentino | TrustRadius Reviewer
Dailson Laurentino
Assessor de Relacionamento Pleno
Icatu Seguros (Insurance, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It was hands down a good solution. Call centers can use this system with an internet connection and little to no hardware. The compatibility for headsets is great, and uptime is within industry limits of 99.999% uptime. We have not experienced any outages in the first year and that makes this a solid platform.
October 18, 2021

NICE!

Verified User
Employee in Customer Service
Hospital & Health Care Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Well suited for scenarios in which a seamless integration is necessary. Very simple to use, and provides employees with an excellent way of contacting patients and/or customers.
October 18, 2021

Highly effective program for a wide variety of users and agents

Genevieve Flannery | TrustRadius Reviewer
Genevieve Flannery
Engagement Coach
STARTEK (Automotive, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact CXone is extremely suited to our project and contact center. We use it for a wide range of contracts and it is easy to customize and tailor to each contract. The interface is user friendly and allows concise, at-a-glance monitoring of volumes, agents, and skills. I recommend adding more accessibility options to accommodate a wider range of users and agents such as dark mode and high contrast.
October 18, 2021

Good features with growth potential!

Verified User
Employee in Other
Automotive Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited in any corporate environment where a structure is needed and helpful to keep business running efficiently.
CXone is also helpful for call center environments of various types.
CXone is less suited for more loosely defined roles that may not need a structured setup daily.
October 18, 2021

QA Management Tool

Verified User
Employee in Quality Assurance
Printing Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It was hands down a good solution. Call centers can use this system with an internet connection and little to no hardware. The compatibility for headsets is great, and uptime is within industry limits of 99.999% uptime. We have not experienced any outages in the first year and that makes this a solid platform.
October 18, 2021

So easy to use

Verified User
Employee in Other
Banking Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is well suited for the employees that are working remotely and that's a great way to allow them to do social distance. I like it because it has features that a hard phone does not allow such as working remotely, call count, see your skilling for calls and other great things.
October 18, 2021

NICE features

Verified User
Employee in Customer Service
Hospital & Health Care Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE is very useful for training - new hires can monitor calls during virtual shadowing sessions. It's useful in scenarios where a supervisor needs to barge into the conversation. The UI is great and the icons intuitive. I love the customizable features - and there are a lot of them.
October 18, 2021

User friendly and easy to adapt!

Verified User
Representative in Customer Service
Automotive Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think there is room for improvement in regards to scheduling but overall NICE has been very easy to use and it was a very quick adjustment process, learning how to use the new system. Overall I would recommend it to anyone who makes outbound calls as well as receives inbound calls.
October 17, 2021

NICE CXone (formerly NICE inContact), the Greatest Phone Server.

BA
bryan ayala
agent
disney plus (Consumer Services, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
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] due to [the] error message I've been seeing. Now I believe it's a great and easy way for us to make others satisfied with the service. NICE CXone (formerly NICE inContact) doesn't give us any problems I feel like its helps a lot. I like how the app is built and easy to navigate. [The] customer never [complains] about any sounds or [signal] issue[s] also NICE CXone (formerly NICE inContact) has great ring tones. Disney plus made a great [choice] I believe in using NICE CXone (formerly NICE inContact). Every [company] that answer[s] calls should use this app every day.
October 12, 2021

NICE inContact provides long distance calling for the business landline

Verified User
Manager in Other
Retail Company, 1-10 employees
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone provides long-distance phone service to my company. It's well suited to the times when I need to pick up the landline phone and make a call. More of my call volumes are now going through my cell phone network, & NICE CXone doesn't participate in those calls.
September 28, 2021

A Very Positive Experience Overall

Verified User
Manager in Information Technology
Health, Wellness and Fitness Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Any company of any size needs tools to handle calls. If you need to take and route calls, and solve problems quickly, CXone is an excellent choice. Scheduling, organization and troubleshooting possibilities all combine to make it an effective suite of tools. Just being able to compartmentalize all of the organizational elements within in an enterprise is a giant leap forward.
August 12, 2021

Great Software and Telephony Solution for BPOs and Contact Centers

AG
Ariel Guevara
IT Technician
KM2 Solutions (Outsourcing/Offshoring, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
A call center is a good scenario where NICE CXone [(formerly NICE inContact)] is well suited, it helps with handling a large volume of calls and as well a large amount of call center agents that receive them.

An scenario where it is less appropriate is where the customer service team deals with users in a physical and face to face way.
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