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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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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

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Pricing

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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.

7.9
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 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

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 9.2.

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

(831)

Attribute Ratings

Reviews

(201-225 of 578)
Companies can't remove reviews or game the system. Here's why
July 24, 2021

NICE CXone Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is very easy and convenient to use. Very friendly tool. So far it is the most liked contact tool I've ever used in my whole career. I never experienced having trouble logging in even when I am late. The only part I'm having trouble is when I try to adjust the window the content is not adjusted, it is being cut off. It would be nice if we try to adjust the window the content will also adjust instead of cutting off.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
To determine the perfect scenario for the application first we have to take into consideration the benefits that it offers not only [to] the users but to the administrators, first, if we have the need to cover all types of contact then NICE CXone (formerly NICE inContact) can cover all channels of communication with ease If only one channel is needed the application is still strongly suited in each area, from Logs to recording NICE CXone (formerly NICE inContact) offers great tracking and auditing mechanics that can facilitate the workflow.
July 19, 2021

NICE One

Score 9 out of 10
Vetted Review
Verified User
Incentivized
One scenario is when my schedule changes it notifies me and it is very helpful because sometimes I'm too busy no time to check my schedule so when it suddenly changes NICE gives notifications to catch my attention it is very helpful. Less appropriate scenarios is when everyone is doing schedule bidding and on my end schedules are not showing up. So I'm left out with the bidding.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
NICECXone has a great feature where you can see how many agents are active, busy, waiting for a call, etc, this is awesome especially working from home because you can see how many people are taking calls in the queue throughout the day. For management, I can see this would be even better because if they need to shuffle agents around they can based on how the queue looks.
June 25, 2021

Sales Rep Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
They did move the accept and reject screen down a little. I don't like how it logs us out after so many minutes. It gives you a message to see when you get an incoming call so that's cool! We were able to see our queue & what call it was now that's gone. I don't like having to choose a line when we call out to someone. That might be a company thing but I don't like it.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
As mentioned, NICE CXone provided a good platform for our organization in terms of receiving phone calls from the public. It also gives phone agents a way to transfer calls to other departments. It also functions as a "time card" where admin can keep track of their working hours.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Well suited: When I need to urgently talk with a final customer or field engineer then I call then like I was using my own cellphone. I appreciate the quality sound calls.
Areas I wouldn't recommend: when someone requests me to join in a meeting, I have to open another app and I get a delayed time. I think if we can do anything that we need to do in just on app, it would be amazing.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
As I stated prior, using this system makes my job ten times easier. In the call center world, it is super important to make sure you have a reliable source when answering calls. The calls come in right on the screen showing the phone number & state, making it super easy to see where your caller is coming from & information for a possible call back if needed.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is good for calling and receiving calls from patients and medical professionals, especially when working from home on laptops. It is well suited for big companies where there is a single customer service line that people need to reach, and it is good for placing those calls in a queue that will be passed on to the next available agent in line.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
The best scenario to act with a lot of influence is in telemarketing and telesales companies, as the easy use and stability of the software helps to establish 80% effectiveness in receiving calls. The worst scenario would be in companies that physical contact is the best sales format in the business. Like construction companies, mechanics, gas stations.
June 23, 2021

Great product

Score 10 out of 10
Vetted Review
Verified User
I dont know any system that works so well as NICE CXone (formerly NICE inContact). As said in the previous step, there's room for improvement in some things. But it doesn't mean that you shouldn't pick NICE CXone (formerly NICE inContact) among other apps. For me, still the best option by far. Does the job as no one else.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We get over 3,000 calls/month for a variety of Radiology scheduling requests, so we needed a scheduling system that had the scalability and optics to allow us to manage this giant beast. We had previously been relying only on people scheduling between their visits and between checking in visitors, so we had no dedicated team of schedulers or a software to support. We are only on our first month, but have seen amazing results thus far.
Lili Sifuentes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is well suited for the customer response team and the claims team as we are able to manage our calls better, [manage] our productivity, access our own reports on how we are doing daily, [and are] able to see who is available online when you are looking to transfer to a co-worker.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
While NICE inContact is a great concept of a cloud-based call center experience, it does lack on the customer service end as we have had numerous issues with the web application being incompatible with a number of hardware solutions and the troubleshooting provided by CXone is not always the best.
Erin Pratl | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
It is amazing for the hybrid work environment we currently have. I can dial into any cellphone or office phone and be calling off my work number. very user friendly in this unprecedented time. When we began working from home it was very easy to use NICE CXone to continue work as usual.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
A great tool. The Agent helps in getting the details of the call and from where they are calling thus making it simpler for the end agents to get the relevant information quickly and cross verify that with the caller and proceed further without much ado. Able to login using the company email and doesn't require any extra efforts of validation to login.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
NICE CXone is well suited for companies that have a lot of tasks to manage and it works well with either small or big companies. The software is all cloud-based so you can access it from any computer and they even have a cellphone app that provides you access to a lot of information.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
NICE CXone is great for our team due to the high volume of calls. This allows for them to be routed in a timely manner (when it works). The recording is great when you have an irate customer and the call needs to be reviewed. Also, call monitoring to see how we are doing while on the phones.
June 18, 2021

Great site

Score 10 out of 10
Vetted Review
Verified User
Incentivized
This service is great for time management while working, as you know how many clients are still left to assist. It is also helpful for knowing when to take breaks. I do not use it for other things.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our client sometimes calls our customer service line instead of return a call directly. Our Client Service Team can now route those calls directly to the person who left a message with the client.
Caio Cezar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
NICE is great for making calls. It's usually quick and practical. When it is necessary to transfer to another sector you can easily do this, if necessary you can even make a conference between 2 technicians and the customer, thus facilitating some procedures and without having the need for the customer to return contact.
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