NICE CXone.
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, …
Starting at $71 per month per user
View PricingOverview
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.
Recent Reviews
How NICE CXone Differs From Its Competitors
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
- Agent dashboard (527)8.787%
- Warm transfer (500)8.585%
- Call tracking (481)8.484%
- Inbound call routing (485)7.979%
Reviewer Pros & Cons
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
Product Demos
NICE | Show Me the Demo
www.nice.com
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
NICE CXone Video
NICE CXone Integrations
NICE CXone Competitors
NICE CXone Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | North America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa |
| Supported Languages | Bulgarian, 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.
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).
Comparisons
Compare with
Reviews and Ratings
(830)Attribute Ratings
Reviews
(1-4 of 4)Companies can't remove reviews or game the system. Here's why
We use NICE CXone (user hub) for ACD/IVR, WFM for productivity, and Quality Central for analytics(recorded data). We migrated our phone system from traditional analog, DTMF (extension-based routing) to digital IVR services via NICE CXone. It has helped us integrate data into/from multiple sources like CRM, Speech, and HR apis. With this migration, our reporting is simplified, agent productivity has increased, and we are working on embedding quality in all customer interactions. Overall NICE CXone has met our needs and also helped us in improving customer satisfaction.
- Interactive Voice Response
- Automatic speech recognition
- Reporting
- Case Management ( for reported incidents/probems)
- Time is takes to resolve tier2 type problems
- Lack of Subject matter experts
78.75%
7.9
83.75%
8.4
N/A
N/A
N/A
N/A
We need a dedicated resource who can help us with such demos and improvements for personalization
Yes
AVAYA suite
2000
Agents, Managers, Supervisors, Administrator
1000
agents answering or placing calls.
- Call center
- Reporting
- Recording
- Data lake
- CRM integration
- Screen pop
- Menu Options
- Direct extensions
- Operator routing
- Cloud Solutions
- Scalability
All it needs to access Nice CX is the internet, that's brilliant.
not sure.
We do have premium support however staff is not well Trained.
During COVID days, Nice offered traditional hard phone phones even though their model is purely softphone centric.
- User interface
- Call recordings
- call scripting
- Integrations
- Custom reports
No
November 09, 2021
Customers at my fingertips!
NICE CXone is our main connection between the company and the customer. It is used for inbound and outbound calls.
- Agent reports for both the individual and the company as a whole.
- Ability to both outbound calls and outbound emails.
- The ability to have multiple calls, and connect or transfer as needed.
- Being able to personalize the screen a little more.
- Being able to add personal tones for both inbound and outbound calls.
97%
9.7
93.33333333333334%
9.3
N/A
N/A
N/A
N/A
- Being a CSR, I don't get involved with the ROI.
I do not have the authority to make these changes.
Not Sure
- Answering each call.
- Time spent on each call.
- None
Yes, but I don't use it
October 26, 2021
We can work from anywhere due to NICE CXone
We are using NICE CXone for communication purposes. Our organization is a call center for high-income customers and NICE CXone has provided a platform for us to communicate with the public. It is being used by our department. For me personally, it has helped to solve my contact problem in the home office. In addition, the ability to make international contacts.
- It's easy to find available and working collaborators.
- Various status options for employees to choose from.
- External connections made easy.
- The phone that appears to the caller is sometimes confusing. Personalizing this phone can bring many benefits.
- If the employee spends too much time away, the platform shuts down. [I feel] It should stay active.
- The reports that the employee has access to could show the team's detailed working contacts.
83.84615384615385%
8.4
95.55555555555556%
9.6
N/A
N/A
N/A
N/A
- The company managed to maintain our operation during the pandemic at home while maintaining its service numbers.
- The level of service in my department went to an average of 90% (85% target).
- The level of quality has increased and the reach of customers in countries as well.
Customized the reports to display the number of calls that employees make per day compared to the hours worked. With this, we were able to measure the productivity of employees, even when at home. This brought a very broad view of how the operation was going because employees are paid by the number of customers contacted on the day they were worked.
Yes
Avaya
150
Customer relationship, interaction with teams, external and international contacts. The teams are part of answering the company's incoming calls. Getting contact from customers about their plans and insurance. Customers often make requests or open complaints that need more thorough service. The quality team listens to calls for the company's quality indicators, to assess the service and performance of the call.
7
The team that performs nice support for the teams is made up of 7 people who are skilled in data processing and monitoring. The team usually monitors all calls, signals all teams and monitors the level of service, that is, the speed at which the customer is on hold to be served.
- Customer contact
- Call monitoring
- Track call performance
- Home office employee monitoring
- Contact customers abroad
- Dashboard with the performance of operations
- monitoring teams while working at home office
- nice works as an electronic point form these days
- Make contact between employees
- The Dashboard helps with the monitoring of indicators
- The configuration is fully customized
- Product Features
- Product Usability
- Product Reputation
Nice CXone's reputation was essential for the company's contracting of the service. Because, it's known as the world's #1 cloud customer experience platform. In addition, the agility that agents have an integrated workspace for quick and easy access to the tools and information needed to handle more interactions in less time.
Further investigate points such as Improving the scope, quality and accuracy of your customer data by eliminating updates, manual errors so agents have the most current customer context and
Improve customer experiences by empowering agents with the most comprehensive and current customer insights. Eliminate costs in the construction and maintenance of tool customization.
- Implemented in-house
Yes
It was divided into the testing phase with specific agents, where testing contacts and explanations of the tool's usability were made. After that, explanations were made to the managers who follow the numbers. After the tool explanations, the operation migration was done in phases, with 25% working on nice, then 50% and 100%.
- The divergence in quality indicators
- Failure to understand how the reports were made
- Lack of information regarding the delay in updating information
- Lack of knowledge of the terms used by the tool
- Online training
- in-person training
- no training
The product was very easy to learn without training. It wasn't difficult to discover the features and know how to change the settings. In this regard, the product is differentiated from the market. Very fluid usability and understandable information.
I can't suggest a best practice for setting up the app. On the contrary, I find it very practical to be easy to configure. I can change the sound and picture features and change the color very easily. Also, I can change the information I need for very easy reporting too.
Yes - we have customized the interface extensively
It was very easy as it is very clear how the change should be made. The application has a very fluid navigation, the information of changing the interface is very objective. I can change color very simply. Clicking and activating or deactivating the app was very well done and it was very easy to understand that I am activating and deactivating.
No - we have not done any custom code
I think it would be nice to have the autonomy to change where the fields to use the application were made. Also, increasing the last calls made on the panel would be interesting. Today we can only see the last 2 calls, besides, as I make many contacts a day, I always need to click on new to enter the customer's number, it would be very easy to leave the field to call out. Also, I always need to put the DDI, but I make 99% of the calls to the same country this is a very big unnecessary job. Putting something like the country's flag, followed by the DDI would be very good, besides leaving it fixed.
We do not purchase premium support because we have a structured team to try to solve everyday problems. Where we would follow up on orders and charge when necessary. We try to do everything possible to help teams with the demands. We managed to concentrate problems with nice and possible conflicts with the tool in a small team.
Yes
The problem was that agents seemed to be disconnected from the tool, where contacts were entering as refused. After signaling, the problem was solved in months, where we needed to take several evidences several times. The bug was fixed, but it took a long time to fix. Procurar evidências sempre foi um trabalho muito cansativo.
At a certain point, we needed nice's support to customize the agents' visualization panel and issue reports with the necessary indicators. The explanations were clear and succinct, in addition to being provided very quickly. The demand was sent and it was answered how we could customize it. The understanding exceeded the objective, as we learned at once how to carry out such customization.
- Monitor the quality levels of everyday life
- Monitor when employees are at work
- Track time in connection
- Google Chrome browser often grumpy and uncooperative
- On some calls, it makes a loud noise when the phone is ringing, like a machine gun
- Contacts appear anonymous to customers
Yes, but I don't use it
- Excel
We don't have a lot of systems built into nice. We only use the excel tool for data analysis and reporting. It's very easy to extract the information, the report is very complete, at first we were very surprised by the amount of information extracted, we just have everything about the day-to-day contacts.
- I can't define any system that can be integrated with nice.
I can't define any system that can be integrated with nice.
- File import/export
No.
No advice.
As previously stated, I did not participate in the negotiation.
I suggest, as answered in the training tab, that the supplier could explain and explain more about the availability of the tool. As our company decided to opt for the home office, an event that brought nice to us, I understand that it was all very urgent, however, the partnership has lasted more than a year and I believe that materials explaining features or training in videos can be interesting.
No
- The use of API
- connect with your customers through more digital channels
- O monitoramento em tempo real para canais digitais
- Faster real-time update
- More intuitive and faster dashboard
- Inclusion of DDI in calls
No
No
October 19, 2021
Laurentino's review
NICE CXone has been used by the department of customer relationship center. We use it to make phone calls with our clients. We can receive, transfer and make calls. We started using it at the beginning of the pandemic last year when we started to work from home. NICE CXone works very well.
- The calls have very good quality of sound.
- The connection is excellent, rarely I see a delay or connection problems.
- It's fast and and a light program/website.
- It lacks settings, more options to customize.
- In some calls, it makes a loud noise when the phone is calling, like a machine gun.
- Sometimes the number that shows up for the person who is receiving the call
- is anonymous.
91.53846153846153%
9.2
94.44444444444444%
9.4
N/A
N/A
N/A
N/A
- Not applicable.
- Two - Not applicable
- Three - Not applicable.
My dashboard helps a lot with tracking. Every one of our scripts is customized. We use several non-default, custom-created reports as well. We can spin up a script in hours or even minutes depending on its complexity. They have a service which can create scripts for you, but we manage scripting in-house except for difficult use cases where we may need a little help.
Not Sure
400
Customer's relationship center.
We do and receive phone calls for clients and internally.
We represent a team who assist only private and high wealth customers. We use Nice CXone for performance tracking and also as a tool for contact the customers, receive and give transferences, send e-mail, and schedule our customers.
We do and receive phone calls for clients and internally.
We represent a team who assist only private and high wealth customers. We use Nice CXone for performance tracking and also as a tool for contact the customers, receive and give transferences, send e-mail, and schedule our customers.
100
Investment advice on private pension plans products, such as investment funds from a conservative (low risk investments) to bold profile (high risk), linked to VGBL and PGBL plans.
Life Insurance Advice, including redeemable ones.
Customer Experience Analysis and Customer Journey, where we value the satisfaction of customers and our partners.
- Phone Calls
- Track Performance
- Schedule calls.
- Totalmente digital.
- Speed
- Facility
- Send Email
- Meetings House in
- Product Usability
Ocorre que a usabilidade de um programa ou sistema é uma característica fundamental, uma vez que se trata do que de fato uma empresa precisa para tocar o negócio, ou para prestar de maneira plena todos os serviços. Nice Cxone é um sistema fácil, usável e extremamente acessível, além de ser extramente útil e funcional.
Se necessário fosse, eu muderia o processo de avaliação e selação da seguinte maneira. Primeiro, analisaria, além da usabilidade, ou seja, das funções em geral do serviço prestado pela empresa, avaliaria também a qualidade destas ferramentas, pois de nada vale um serviço que ofereça muitas soluções, se não há qualidade, o que inviabiliza todo o processo. É necessário que cada função, utilidade seja efetiva, e entregue o resultado desejado.
- Implemented in-house
Yes
Yes, the implementation, in fact, occurred inparts. First of all, the implementation occurred last year, still during the pandemic while we were all working on Home Office. A test period was started between employees initially, and after success, we made great progress to real customers and house in customers testes.
Change management was a big part of the implementation and was well-handled
The transition from a mass production system to a lean production system implies changes in large magnitude within the scope of the operations strategy by manufacturing base organizations, and can trigger different reactions by employees, going from unrestricted support to the initiative to the veiled resistance (or even explicit). Change management has become one of the most critical success factors for any business.
- Computer issues
- Programming
- Data
- Online training
Não comprei o suporte premium, acreditando que o suporte básico deveria ser suficiente para me ajudar na solução de problemas. Atualmente o suporte comum me fornece a ajuda suficiente, atendendo às principais necessidades e sempre apresentando soluções adequadas. É necessário avaliar custo x benefício do premium, mas por hora avalio como suficiente o suporte padrão.
No
<div><br class="Apple-interchange-newline">Sim.
Em uma certa ocasião o Nice Cxone apresentou erro ao ligar para os clientes. A ligação ficava muda, e por mais que tentasse reiniciar não funcionava. Entramos em contato com o suporte para buscar ajuda, e o técnico foi extremamente profissional, esgotando todas as possibilidades para solucionar o problema. O suporte ocorreu online, via teams, mas por fim apresentou a solução, e logo voltamos a produzir. </div>
- Track performance
- Make calls
- Receive calls
- Scheduling
- Type every time the city code
- "No route found"
- The history is very limited. In the main page, it should show all the history calls
Yes
Sim, atualmente utilizo a inteface de celular no navegador chrome e funciona bem. Há, no entanto, um ponto a ressaltar, qual seja, que é necessário seleciona a opção "destkop mode" para poder visualizar bem toda a tela. Isto, porém não impede de usar qualquer tipo de função do Nice CXone.
Yes
Yes
Yes