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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

I do like that inContact allows me to create customized reports and easily pull calls to listen to. I haven't personally seen it used in our organization to provide our agents with personalized call scripts. However, if the feature is available, I would imagine that this would be a valuable asset …
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Customization

NICE inContact CXone provides us an option to gather all the reports we need especially if we need to track down some calls to be used in a meeting. We can easily download any calls without the hassle of clicking all the prompts. There's also an option to play it on any phone number so others can …
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Customization

As a quality lead, I've been using this tool to identify, analyze, and scrub any escalation or low-score alert based on the survey. It also helps engineers in providing/raising feedback as this option is available in the tool. We'll now use this report to check and calibrate the reports based on …
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Customization

We were able to 1st replicate previous report formatting completely for continuity and then build new ones to fulfill needs we didn't even have before. Clients appreciated the new stats a lot.
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Customization

We had tried customizing the reports but it's very tedious since it is not user-friendly and does not provide a clear definition. It's taking us some time to filter searches but it's not giving us satisfactory results, therefore affecting our efficiency in managing work and researching things.
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Customization

To overcome the lack of trackability for call transfers, we have built our own report to backwards-engineer where a call comes from and can there identify if the call was a transfer. We have custom scripts for times of high volume, training, and now a pandemic. We also have to build a report in …
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Customization

Unfortunately, I do not have those responsibilities. I am just an agent. I am limited on what I can do on shift while using Nice inContact. If I had the ability to do so, I would customize it to the fullest so us the agent can see what is our call statistic and see if we are on track.
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Customization

I'm not in a position that would facilitate these changes, however, as a user, the customizable features seem very handy as there were many features that were not required for my role, but the key ones are able to be implemented.
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Customization

We have our own CMS or Call Monitoring Dashboard. That way, we can easily check how many calls waiting we have so we can answer it ASAP. We can also easily pull up reports regarding the timecard or call history of our members. Our quality analyst can also review the calls since there is a …
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Customization

The tool allowed us to greatly customize our CSR live-monitoring. We can quickly see how the entire call center is doing, as well as individual team dashboards. Additionally, we have it set up to quickly show us when a CSR is in a Release Code that indicates they are not able to take another …
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Customization

We were able to customize our scripts. This was key for us because we have two different user groups using the software. We were also able to divide the system to some degree into two groups so that we can have separate areas to work. The old system was harder to do this in and would cause issues.
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Customization

We have created different report options based on call dispositions and tags to provide call data to our clients to track the origins and topics of our calls. This has aided our ability to demonstrate to clients what work we are doing for them. We added pop-ups that correspond to both inbound and …
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Customization

I have chosen the data I wish to focus on. Removing the data I am not interested in has made things easier to see. I like being able to adjust the information displayed on my dashboard including the size and position so we can keep a closer eye on particular queues over other queues.
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Customization

The direct changes I have seen to inContact are primarily with call dispositions, which is a metric for classifying or reporting calls. We try to label our calls accurately to report how many calls of each category we receive on a given day. It's not an exact science, but it's usually easy to …
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Customization

I personally haven't had to do much customization but I see all the customized reports our team has created. So I see how useful it is to them. I don't know what kind of impact this has had on the business.

But the focus is to drive effectiveness & efficiency. And, returning from several COVID …
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Customization

I have done a dashboard and this provides a report on our team's current status, if a call is waiting, who is next in line, the statuses of the team members, and our SLA status. My managers can see a glimpse of this so they can know what the current status of the team is.
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Customization

We have customized dashboards to view customer service representative status of availability. This helps to ensure that we have customer service representatives available to assist customers during operating hours. It has also been extremely helpful to ensure that we have appropriate levels of …
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Customization

NICE inContact has allowed us to customize each team's usage and which customization options are suitable for them. inContact allows for management to easily collect data from the systems usage and compare results achieved. These features enable management to report to our clients as well as hold …
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Customization

This is really important and I feel like your sister made this very easy. It allowed us to make a lot of adjustments, especially when we had team changes. It made it easy for us to break up our teams into different groups as well based on special skills they might’ve had, which makes it easier to …
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Customization

We have both - personalized call scripts have helped us stay connected with customers on frequent business changes, hour changes, etc.
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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

(376-400 of 578)
Companies can't remove reviews or game the system. Here's why
October 21, 2020

A NICEr life thanks to inContact!

Verified User
Employee in Customer Service
Consumer Services Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For the development of the workday in general, NICE inContact will always be an excellent tool. For many agents, it is difficult to be in control of their customer service activities, which is why NICE helps them to manage their time properly and without pressure or the fear of missing important tasks.
October 20, 2020

NICE inContact is nice!

Evan Kent | TrustRadius Reviewer
Evan Kent
Legal RSC Level 3 Engineer
All Covered (Information Technology & Services, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact CXone is very easy to use for the end-users. Once it is set up, I simply log in and my calls are routed without an issue to my personal or work phone allowing me to work in the office or on the road without any issues.
October 19, 2020

A NICE System

Verified User
Employee in Information Technology
Information Technology & Services Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Of course, NICE inContact CXone is best suited for call center agents and for customer service. It also provides the customer with an experience that will benefit them.

When there is an issue, NICE inContact is constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members. I really appreciate the level of customization NICE inContact has as well.
October 18, 2020

NICE inContact CXone Review

Verified User
Technician in Information Technology
Information Technology & Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It is a great tool for companies that have to handle a high call volume, such as telemarketing companies, companies that have customer service involved in their services, and government agencies where customer service is key.
October 18, 2020

Good, Better, and NICE inContact CXone Review

MH
Maria Hansen
Account Manager Coach
Solcius (Electrical & Electronic Manufacturing, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
When contacting customers and their file requires that you complete a 3-way call with another, it is nice that you can complete this process using NICE inContact CXone. Although it would be nice if we could mute if we are on hold with one line and go back to the other call to let them know what is happening and not have to speak over hold music.
October 18, 2020

inContact is really NICE.

MR
Mario Rivera
IT Support
SimplexGroup (Transportation/Trucking/Railroad, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Sometimes we have audio issues for approx. 5-8 minutes straight, dead air, and calls cutting up. NICE inContact will call every number you put on the list and will let you create your own settings and changes. They are missing a brief pop-up when someone is trying to reach you or you can't see like the specifics lost calls or numbers.
October 16, 2020

Good, but room for improvement.

Verified User
Administrator in Customer Service
Food & Beverages Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
For my job, primarily dealing with vendors and customers, it's always appropriate. For some other positions that primarily work internally (i.e. Quality Assurance Manager, Customer Service supervisor, etc) it's a little less necessary. They pretty much only use it to confirm information that was provided, take notes for improvement, etc.
October 16, 2020

NICE InContact Review

Verified User
Employee in Information Technology
Information Technology & Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This is probably the best helpdesk tool for routing calls I've used. I can conference in calls and cold/warm transfer to my colleges by searching their name within the program opposed to having to have a phone number. Customers can left voicemails and send emails to schedule phone calls through this program as well.

Somethings that aren't so great is when someone transfers a call to my extension it puts me in System Outage and I have to manually change that code. Also, callbacks don't tell you its a callback so you end up having 3 seconds of dead air before it dials the customer back.
October 16, 2020

NICE inContact CXone Review

AR
ALEJANDRO Ramirez VILLELA
Lead Commercial Excellence Admin
Honeywell (Business Supplies & Equipment, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact CXone is well suited to make calls and commmunicate with the clients. It is a very useful tool to make conference calls too. It has a very easy-to-use display, which is exactly what we need. It allows you to have access to all the utilities with one click.

NICE inContact CXone is less appropriate where you need to make video calls as that's not an option.
October 16, 2020

Solid phone platform with excellent Salesforce integration

Verified User
Supervisor in Customer Service
Consumer Goods Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact CXone is well suited in an environment where Salesforce is used. The integration is very useful in building case lookup pages. Call transferring is another strong suit. Searching for other queues and actual transfers are quick and easy. This is important to keep AHT down in situations where the customer reached the wrong department.
October 16, 2020

Good alternative phone system

Verified User
Team Lead in Other
Oil & Energy Company, 51-200 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact CXone is well suited for calling outbound when working from home, this way it is routed through the company's number instead of your private number. It is probably less suited for direct calling other employees. It's quicker to call them directly.
October 16, 2020

Great product!

Verified User
Administrative Assistant in Customer Service
Government Administration Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact CXone is particularly well suited to building and managing phone trees to route incoming customer calls. It is easy to manage in a rapidly changing environment, and it can be modified or reconfigured on the fly as needed with minimal to no downtime. Occasionally, calls will appear to get stuck in a state, but this is an issue with the UI and the calls are terminating as expected.
October 16, 2020

Easy call monitoring and reporting

RR
Ravishek Raj
Administrative Support Manager
FIS (Financial Services, 10,001+ employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact is suited for small headcount business since dashboard view is good with few skills and few agents. However, once the headcount is increased and multiple skills are introduced it can be difficult to review all these skills and agents within the dashboard.
October 16, 2020

Very Comprehensive just takes some adjusting

Verified User
Consultant in Information Technology
Financial Services Company, 10,001+ employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE is appropriate in times when on a conference call and needing to be logged into the phone. It allows you to finish the call and go back to a meeting phone state without having to make multiple clicks and risking getting additional calls when you are not ready. This can cause frustrated callers.
October 16, 2020

Help You Help Them

JB
Jan Barrentine
Revenue Agent
Georgia Department of Revenue (501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
This seems to be a great option for handling high-call volume. The mix of self-service to route callers to the specific section for prompt response. However, that can also be a hang-up if the customers aren't educated as to what is needed, or if the topics are too broad. The Dashboard feature is also nice for seeing where more assistance/attention is needed.
October 16, 2020

My NICE inContact CXone Review

SS
Somveer Singh
Sr Manager WFM
Beachbody LLC (Health, Wellness and Fitness, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
As it is a web-based workforce management tool, it helps us to adjust the required changes on the go. We could use some customized reporting options that match with other tools in the market, such as CMS AVAYA, etc. It should have an integration option to move existing data from tools like NICE IEX, etc. This would help in forecasting and scheduling.
October 16, 2020

Great tool to get the job done

Verified User
Analyst in Corporate
Hospitality Company, 5001-10,000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I would recommend it for being a very stable and robust system integration. I can see at any time the status the queue or dialer. It allows me to see answer the following questions at a glance:
How many agents are available?
How many calls are in the queue?
What is my current service level?
How many agents are taking a break or lunch?
Can I see a gap where schedules need to be adjusted?
October 16, 2020

I used it daily!

Verified User
Team Lead in Customer Service
E-Learning Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We are able to listen to our agents' calls by using the supervisor's skill, which helps with coaching and quality assurance. We are able to keep track of our agents' daily activities. We are able to upload outreach campaigns to reach a higher population of skills. It works fairly well most of the time.
October 16, 2020

My NICE inContact CXone Review

Verified User
Employee in Professional Services
Government Administration Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE inContact CXone is a wonderful system that is used by the Department of Economic Opportunity for Florida. The system allows us to use either our own phone or integrated softphone. All calls are monitored for quality assurance, and a supervisor has the ability to "drop into" an employee's call with a customer to help with a particular problem.
October 15, 2020

inContact Call Management System

Verified User
Professional in Customer Service
Education Management Company, 1001-5000 employees
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Effective in tracking available statuses and logging contacts, but ineffective in simplifying notes and call follow up. This system is suitable for environments with inbound and outbound calls, but not appropriate for call centers or positions where back to back calls take place.
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