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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

(101-125 of 512)
Companies can't remove reviews or game the system. Here's why
November 03, 2021

Success is in the details

Joesf Patterson | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Incentivized
I used to make customer reports for my team all the time but since haven't had the need to access to really do any customization in the last two years. I also came from Vivint Solar, we switched from NICE CXone to WebeX, then back to NICE CXone when integrating with Sunrun.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We have lists that show us which agents are online and working, it helps us keep track of which store and gauge who is the busiest while also keeping track of how many people are taking calls. Helps us stay informed on which team members are obtaining their call goals and which could use some work.
November 03, 2021

Reasons to love inContact

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I haven't customized the platform, but being that inContact works perfectly for us I'm assuming someone already customized it to our business needs before inContact launched. It works great and it's easy to use. I have no reason to customize even more. All of my peers love this platform as well.
November 03, 2021

Awesome system!

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I personally have not managed the system since I am now a manager but I have used the system and love the abilities I have to input my own information on beneficiaries when I do sell plans to them. They are very easy to work with and I always have the right amount of time to track my information.
November 02, 2021

Great Reporting Tool

Score 6 out of 10
Vetted Review
Verified User
Incentivized
Customized dispositions allow seeing what types of calls are coming in for each state. This will allow for better call routing in the future. This system makes it easier to hold individual operators in the Client Solution Center accountable.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have added prescripted emails. By doing this it is super-efficient. It's like the rep can address an issue and find the solution quickly. This helps the teamwork through and process the emails quickly. Also with the auto queue if a rep can not handle the issues just hit re-queue and the email is sent back out.
November 02, 2021

Best call application

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Excellent dashboards so you can correctly review the daily progress of the team, correctly update in real-time from which queues calls, chats, and emails have come in, and be able to update the available queues in each case adjusting it to the level of the agent. Agents can also see through dashboards that we have created ourselves.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
NICE [CXone] is detrimental to our job as Health, Life, and Medicare agents because it provides us with proper scripting, which allows us to move a call forward without hesitation or risk of liability. It also allows us to easily establish rapport with a customer, making dead airless common and ice breakers not as necessary.
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