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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

We created customized reports based on our team and individual metrics. We assigned one member of our team to listen to our calls and screen recordings and assign them back to us in the metrics tab to show how well we handled calls. This was also a great way for our managers to see how well we …
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Customization

We have customized a number of reports that have helped us to track customer needs and agent performance. One of the changes that it has allowed us to do is to have all of our agents now take calls and chats due to the simplicity of the system. We no longer have to have separate teams handling …
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Customization

This question does not apply to my line of business. However, I can make schedules on NICE CXone, and schedule when to call back clients. Change its settings like the color and its ringtone. When you encounter problems, there is also a help option in the tool itself but I have not tried using it …
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Customization

Yes, We have customised the platform as per user requirements to take it ahead with more productivity while working.
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Customization

I have seen customized scripts used with NICE. It has protected us in case we forget to mention things on a call that could be a violation if not said at the beginning of the call.
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Customization

Nice inContact provides quality calls. This means this provides and attracts customers. The admins can easily determine the quality of the call because of its nice features such as the quality of the call, the line is very clear and you can easily determine the concern of the caller because of its …
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Customization

Since we were given the capabilities to customize our software according to our business, we are taking advantage of using Nice CXone. It is much easier to know the agents inside of the organization. We were able to transfer calls that were misrouted to us to the right department specifically. …
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Customization

We implemented a after call survey that can be reported on almost live (few seconds) has been a great help to understanding member sentiment.
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Customization

I find that the customizability lends a large helping hand in the aspects of being able to toggle different client calling campaigns on the fly. This way, if my superior requests that I have my call queue switched, I can change it if necessary. This saves a lot of time on the floor, as this was …
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Customization

We don't really use the call app in this position that I am in the company. In the position that I am in we do more the background work trying to find information. We may receive some calls in the future but as of now I have not had the opportunity to use that part of the app.
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Customization

It's easy to personalize our call scripts for every campaign we handle. Since we handle a lot of accounts we have the need to customize opening call scripts or chats this has not been an inconvenience since is easy to set up using this software; our clients are happy and we are happy to use NICE …
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Customization

I'm not as knowledgeable about reporting, only my superiors, but they reported that it's simple to extract team results and unify them.
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Customization

We have not utilized the personalized call scripts. We have used the customized reporting functionality extensively to create reporting for our specific needs. I have found the reporting to be moderately difficult to work with but with the assistance of our super-users, have been able to get what …
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Customization

I like the real-time dashboard, seeing the activities of my team. That is our basis for their daily attendance and their dials and talk time as part of the outbound sales team. I set certain threshold/parameters for each disposition that I set for them as my guide to ensure that we're maximizing …
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Customization

Our organization has made great use of the customization features of NICE CXone. For instance, we use their IVR technology to greet callers according to which retirement plan or client they are calling about. We've also built our dashboards and skillsets (call routing queues) to fit our business …
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Customization

The IT department has created different tasks so the technician can be able to receive contacts and manage them. Also has implement scripts for the chat where it is easy for us to introduce our department and ask for the issue description so we can have a resolution faster than expected.
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Customization

Managers are able to add and subtract lists based on business needs. Our managers can use it to track our productivity as well as be able to listen to make sure that our calls are meeting company standards and it makes it easy for them to do all of it with this system.
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Customization

It has helped a lot since [it] is easier to talk and help the customer. Since I have personalized scripts on it, I do not have to open a new window or program for them, so it helps on making the computer faster. Basically, it is very nice to have the scripts and the app that I use the most during …
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Customization

I have not personally customized it but my supervisor has. They have made various changes to it over the three years I have worked at my company and our call handling percentage went from 70 percent of calls handled at an appropriate time to 96 to 98 percent. I'm sure this has made our company a …
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Customization

Custom reports are very useful but have their fair share of complexity in NICE CXone The reports are really useful for data analytics, calls distribution, and Qu trends. Busiest hours of the day etc. All these have led us to manage our workforce and distribute loads evenly.
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Customization

The ability to customize and adapt the software to your organization's needs is what we appreciate most about NICE CXone. This gives us the flexibility to adapt to each customer and provide the best solutions depending on the issues at hand. We have extensively customized the software to best suit …
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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

(26-50 of 578)
Companies can't remove reviews or game the system. Here's why
July 22, 2022

Great for First Time Caller Employees

Verified User
Employee in Information Technology
Information Technology & Services Company, 5001-10,000 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.
July 08, 2022

NICE CXone is transformational and Cost Effective for your call center

Jeffrey Fawcett | TrustRadius Reviewer
Jeffrey Fawcett
Director of Contact Center and Training
WineCountryGiftBaskets.com (Retail, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE is well suited for call centers of all sizes and locations. We had just moved to NICE CXone before the pandemic and it allowed us great flexibility where our agents worked. NICE CXone works really well for outsourcing because it requires little IT bandwidth and involvement and still gives the home location control on everything that is going on within the call center regardless of where the call center is located. It also works really well for anyone who is concerned about cost. Its price is very competitive with other systems. The technical support from NICE CXone is far above average and it would work well for anyone looking to free up their IT department. It might be less appropriate for anyone who does not want to move their calls into the cloud.
July 08, 2022

NICE CXone the best!

Verified User
Employee in Customer Service
Hospitality Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Sometimes we are able to answer calls that are supposedly for other department but with NICE CXones features, all the number from other departments of the company is accessible so we can easily transfer the call in an instant. In our type of work, it really is a helpful and very time-saving tool. I cannot think of anything where it s less appropriate except when the internet connection is slow maybe?
June 30, 2022

NICE CXone (formerly NICE inContact) Review

Juan Veliz | TrustRadius Reviewer
Juan Veliz
Customer Service Representative
247 Intouch ICS (Consumer Services, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone (formerly NICE inContact) is a really good application for end-users for [...] day-to-day work. Also, it is really useful when you need to pull up reports. If your Internet connection is not that [strong,] it will give [you] a hard time due to connectivity issues it may present.
June 21, 2022

Nice Nice Survey

Verified User
Team Lead in Information Technology
Information Technology & Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
I am just a regular user taking in calls and receiving calls. That's the job of analysts, QA, and team leads who will explain it thoroughly.
June 20, 2022

Workforce Management has just got NICEr!

Verified User
Team Lead in Social Media
Internet Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE Employee Engagement Manager is best for adherence management and tracking down employee's time real time. It is a great tool for the supervisors and senior management to always have a look on activities made by their employees and remind them to adhere to their schedules to avoid misses on adherence. However the user interface should be improved.
June 15, 2022

Gain enlightenment into customer experience!

Verified User
Manager in Professional Services
Financial Services Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Nice enlighten AI is a great tool when you customer satisfaction and experience are key to your business success. It allows you to understand what your employees are doing within their interactions (through many channels) and create a consistent way to measure results.
This tool wouldn’t be great in a way that consistency in approach is not available.
June 13, 2022

NICE is NOICE!

Verified User
Contributor in Human Resources
Financial Services Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When agents are in a call, NICE reminds them to be empathetic, make small talk and other suggestions to enhance our NPS scores from clients, and get better customer service surveys.
May 02, 2022

Perfect for you.

Verified User
Employee in Sales
Hospitality Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Nice inContact is very useful and very convenient to us users. Using this tool we can book reservations by receiving calls and making outgoing calls. Nice inContact helps our company a lot to increase its revenue. I highly recommend this tool and I have been using Nice inContact for almost five years now.
April 04, 2022

Effective Communication Solution which Offers Excellent Predictive Data Analytics.

Peter Morgan | TrustRadius Reviewer
Peter Morgan
DevOps Engineer
IMS Internet Media Services (Marketing & Advertising, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE Adaptive WFO allows moving of contacts through their channels is easy, permission management ability is excellent and easy to manage client contacts. With this solution is easy to obtain meaningful reports and very reliable to make critical business decisions and other development within the business which may lead to production enhancement.
March 31, 2022

Nice CXone Review

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.
March 24, 2022

The most honest review I can contribute

Tasha Avon Untalan | TrustRadius Reviewer
Tasha Avon Untalan
Travel Consultant
IGT Solutions (Leisure, Travel & Tourism, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Nice CXone did its job in doing outbound calls and also in inbound calls. What I like as well is the option to schedule a call back to your client. I will never miss a follow-up anymore! What I don't like is that when you refresh it, the status from ready will turn into unavailable so the call will be disconnected.
March 23, 2022

Nice to Use!

Verified User
Employee in Other
Automotive Company, 5001-10,000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It's good to use in an office that has a lot of employees. It's also good to use for people who are working from home. You get a lot of employees that clock in and go do morning business but the extra step ensures that people are working. I'm assuming this wouldn't be very productive for a retail environment.
March 08, 2022

There is a reason they called it NICE

Verified User
Technician in Information Technology
Accounting Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Having the ability to queue E-mail and take them out of Outlook, so agents can not cherry pick their emails has been greatly received by our members. Their questions are answered much faster and the agents are learning more as a result. It's a win-win for everyone.
March 07, 2022

File Management and Excellent and Accurate Project Budgeting Tool.

Rahim Khan | TrustRadius Reviewer
Rahim Khan
DevOps Engineer
Gumtree Australia (Internet, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I really like the easy implementation of NICE Uptivity and getting familiar with all its features it takes no time and through the software, it's quite simple to generate the most effective and required services quality. Customer experience is excellent and useful business files management and easy access to various project documents and other data. Task management and easy project planning NICE Uptivity is a great choice and the performance of the tool is perfect.
March 06, 2022

Effective Workforce Management and Functional Optimizing Easy Platform.

Veronica Derrick | TrustRadius Reviewer
Veronica Derrick
Automation Engineer
Redd System (Information Technology & Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Optimizing capability is fantastic and easy software for the user to easily manage and manipulate all the features easily to provide the best quality services and the most effective time management solution. NICE Adaptive WFO allows easy access to various project data and also creates useful business reports and great predictive data analytics within a very short period of time.
March 03, 2022

Must Have for Call Centers.

SJ
Sawyer Jensen
Inside Sales Representative
Lucid Sofware (Computer Software, 501-1000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE is well suited to measure the performance and overall fulfillment of individual employees in call centers/employees whose primary KPIs can be measured over phone interactions. It also does a good job of forecasting future potential as well as delineating individual metrics from team metrics. I haven't used it in situations outside of what I previously mentioned, but it seems like it works best with phone-tied metrics since NICE primarily focuses on this industry. That being said, I can see it being able to adapt to measure any type of Performance Metrics.
February 26, 2022

User friendly workforce software

Verified User
Advisor in Customer Service
Outsourcing/Offshoring Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE Uptivity helps you increase workforce efficiency. Also, note that users will be able to learn and use the software easily. In order to get the best performance and ensure productivity, you should have clear goals: I'd say that NICE Uptivity is really good for creating detailed and realistic expectations so that agents know exactly how to proceed. This software is focusing on results, not hours worked.
February 26, 2022

Solid SMB solution!

Verified User
Engineer in Engineering
Construction Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We use a few different profiles for the phone agents. By using NICE Uptivity we are able to customize different profiles and assign them to each agent in their various scenarios. I think one downside is pretty much anyone is able to get into the system and create customizations that are mainly meant for supervisors. When the supervisor is needing to handle issues, it is usually hard for them to find where he needs to be and how to address it since there are so many other people's inputs within the same screen.
February 26, 2022

Organizational communication tool in the cloud quite adaptable.

John L Sandler | TrustRadius Reviewer
John L Sandler
Marketing Project Management Specialist
PwC Canada (Market Research, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
In my experience I can say that it is a good tool, it has worked quite well mainly when it comes to sharing files, the integration with other users is quite efficient, once you understand the tool you realize that it is quite efficient.
February 23, 2022

The most efficient outbound calling experience I've used to date!

Joseph Ragusi | TrustRadius Reviewer
Joseph Ragusi
Tele-Fundraiser
Inspire Fundraising Solutions (Fundraising, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I find that compared to previous calling systems I've worked within the past (such as LiveVox), NICE CXone has kept me efficient with my minute-to-minute productivity. In a fast-paced environment like mine, it's important to have a system that keeps up with me.
January 15, 2022

All the nice things about Nice!

LM
La Donna McNeil
remote customer service rep
maximus (Government Relations, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Likelihood to Recommend
One time when I had forgotten about clocking in and I only had like a minute left to clock in. I love the fact that the app is able to keep my password stored so that I wouldn't have to try and remember. so it made the login process easier and faster in those last min situations.
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