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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 8.4

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

(76-100 of 578)
Companies can't remove reviews or game the system. Here's why
November 09, 2021

a NICE CXone Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
[It is] helpful for contacting customers on phones or chats, but sometimes has issues connecting or even loading. For instance, talking to a customer that had their laptop go missing and in the middle of the conversation the call drops or suddenly we can't hear them and have to close the system out and lose the call.
Score 10 out of 10
Vetted Review
ResellerIncentivized
NICE CXone is well suited to organizations that wish to communicate with their customers across the channels that their customers want to use. Historically a voice platform, it brought Chat and E-mail in really well and has done the same with other channels such as social and messaging. The solution is also a great standalone but really comes into its own when integrated with other platforms such as Zendesk or Salesforce.
November 09, 2021

NICE CXone Review

Score 8 out of 10
Vetted Review
Verified User
Incentivized
I feel at times it is very useful when the end-user connection and signal is fine it is easy to communicate, but when someone with poor connection and signal is on the line the conversation is hard to understand and makes the job a lot harder, it would be easier if there were a way to enhance audio to make it clearer.
November 09, 2021

Quality with NICE CXone

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Currently, my department has an extremely low call volume. In the past, I worked for a different division that also used NICE CXone and the volume of calls was higher and the office was much busier. In my experience, the phone agent had more glitches and errors when working in a busier office. Unless this issue could be resolved, I think the phone system is better suited for a smaller less busy office environment.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use it in a call center environment, but I'm pretty sure the technology can be applied and suited for any type of business where the company needs to be contacted very often or if the client list is quite large. Can be used in support, sales, CS, medical, etc. I believe it to be less appropriate for a company that does physical meetings with clients, door-to-door sellers, and such. But I'm guessing this is where we want to tackle and get everyone on board.
November 09, 2021

A1 in my book!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
NICE [CXone] is well suited when having a huge workload and calls are coming in like crazy. The ticket will pop up with the customer incident number and name to help speed up the process so I know who I am talking to. Also, [it] helps that you can set it so you can answer a call versus the call coming straight through.
Score 3 out of 10
Vetted Review
Verified User
Incentivized
As stated in the previous response, the dashboard times out often and is mega slow. [In my experience,] it's rarely live data and freezes audio has so many issues with people not hearing our employees. [I feel,] it's insane. The primary objective of the phone system doesn't work often. The system can't mesh with Zoom or Teams audio [and in my opinion,] the phone interface is lousy. It's not intuitive how to transfer to different departments, conferences, etc.
November 08, 2021

Great product

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I love how easy NICE CXone is to navigate and find needed information quickly. It is user-friendly. NICE CXone is a program that would be simple to navigate even if you had never used it before. It also allows for quick updates for a client in real-time which is important in this line of work.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
For customer service overall is a really good tool, comparable to other big ones such as salesforce. It records every call, is sensitive enough to make calls even when you copied a phone number from a website and it comes with symbols in between the numbers. It notifies you when you have new feedback available to you.
November 04, 2021

Savior during Covid

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Best in Working from Home - In Covid situation, we cannot carry landline phones so we just connect with headphones and start calling. It is less expensive than other phones. We do not have to carry the calling device. Bad is when the internet is down or slow then calls do not connect or have ping issues in calling.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I like the tools to check the availability of the representative. For example, if my colleague is on break, I'll be able to know if I can take my break or I needed to wait for him/her to be on available status. so NICE CXone is really helpful and easy to understand.
November 04, 2021

NICE CXone for everyone

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros: Handles and routes incoming calls, chats, and emails. Allows call/chat/email recording and monitoring. Easy to navigate and troubleshoot. Helpful and provides clear feedback and statistics. Allows concise, at-at-monitoring of agents and volumes. Clear and clean designs: Different layout styles would be nice.More customization interfaces based on company role. Dark mode and high contrast mode would be helpful. More accessibility options for disabled users would be helpful.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Extracting the report from the prebuilt report is easy and convenient and a custom report gives great flexibility to create a report as per one's need. The dashboard gives the live status of agents which is good. Metrics or attributes numbers can be increased to have the drill-down option for reports at the micro-level.
November 04, 2021

Something NICE !

Score 10 out of 10
Vetted Review
Verified User
Incentivized
NICE CXone is well suited for any company that needs to make calls to providers as well as have those calls notated or recorded. It has multiple features that allow for Outreach employees to do their job efficiently. NICE CXone would not be recommended for companies who do not have call agents or who would not like for calls to be recorded.
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