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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

With NICE [CXone (formerly NICE inContact)] I feel that the communication between the employees themselves and the connections with the customers became very effective. And currently the only report we use is how many exact calls we made per day.
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Customization

I have customized the [NICE CXone (formerly NICE inContact)] platform by using personal call scripts made by me and my supervisor. Lets you know the reason the caller is calling. NICE has let me create and customize reports to send to my supervisors. NICE [CXone] lets me personalize my …
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Customization

Honestly it is pretty plain and simple on the end of what we use it for; communicating inbound and outbound and for clocking in and clocking out; lunch and breaks. It allows for an easy access to the needs of the company and the individuals working for them
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Customization

Definitely has a positive impact. inContact generates a daily report that we are able to use to compare day to day analytics, which shows areas that we need to improve in order to continue doing our jobs correctly. Although we aren't able to do any personalized call scripts, I enjoy that we can …
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Customization

I have not customized much on my end, but I can see that my manager is able to create groups, personalize reports, and manage employees using NICE CXone. I am able to look back on individual days to see where I am able to improve and make my job as smooth as possible
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Customization

My company and I have not personalized the platform too much. Some things we have customized are the schedule of the calls, different numbers we can call from, and lead dispositions. These are all minor changes but seemed to be implemented pretty seamlessly by my company and NICE.
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Customization

Personally, I haven't customized anything on NICE CXone. However, our managers have created reports in which it helps to keep track how many calls are in the queue. It helps us know how many calls, chats and emails have been handle on time according to their needs, and honestly, it helps us know …
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Customization

It would seem that many of the customizations that have been implemented are working fine. However, there are some customizations that would help, such as the changes mentioned in a previous question. User-friendliness of the callback schedule screen would be nice. Being able to stay available …
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Customization

We make the most of its features like analytics, call quality, call managements, recording, call routing, warm transfer, calls scripts. I believe we use most of the features here and we like that we can determine the role of each employee and assign task and features that only that user needs to …
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Customization

Within our team NICE CXone [(formerly NICE inContact)] have helped us a lot, we have created several reports and automated schedules to get the information deliver directly to our mailboxes, we also have different call scripts depending on the skills[.] This has impacted positively our daily …
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Customization

It has been easy to keep track of user call statistics such as call volumes, call times, dropped calls, refused calls, hold times, etc. The dashboard can also be conveniently customized to view different call statistics for different departments within the larger scheduling department. It has been …
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Customization

We have personalized scripts that we created with our NICE implementation contractor that further enhance our customer's experience within our system. We have adapted our hours of operation in a way that our system pretty much handles itself when adjusting call times to holidays and company …
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Customization

I use the software in a way where I can go to a specific agent list and be able to monitor them as a team instead of searching for them one by one. Plus, I can do live monitors and help agents if they get stuck on an scenario. This has a good impact on our agents and on our customers too.
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Customization

I have not been involved in the customizing process of NICE CXone inside my company, but as a user I can see that they have done a very good job at giving us, customer service representatives, all the tool[s] we need to develop our tasks. The system has provided us just the tools we need to do our …
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Customization

In our business, we have a basic customiz[ation] of NICE inContact. Managers and workforce people use NICE and have it customized to make it easier check the reports of the calls and have a personalized call script whenever someone is calling to one of the agents, which is very useful to hear for …
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Customization

This doesn't pertain to me because [I] don't use it personally due to me being on the phones. But what I can say is that it makes it easier for them to be able split our group up when they need a team to handle specific calls so that we can meet our ASA for that client.
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Customization

I wish I have the ability to customize the time report that I used most often but I wasn't giving the option. Maybe our IT team customized it for us. It is nice to hear that we can customize the platform.
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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

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

(176-200 of 512)
Companies can't remove reviews or game the system. Here's why
August 12, 2021

Great Software and Telephony Solution for BPOs and Contact Centers

AG
Ariel Guevara
IT Technician
KM2 Solutions (Outsourcing/Offshoring, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
I have not personally customized the reports or personalized call scripts but I have seen other departments and users that have done so and they do manage to create very specific reports and calls scripts that help their agents with calls and ease their way into managing large agent groups.
July 24, 2021

NICE CXone Review

Verified User
Employee in Sales
Telecommunications Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
We as employees don't have the ability to customized NICE. However, I've seen my manager do things I can't do using employee level login. It amazes me there's so much NICE can do. It gives restrictions depends on the level login. If we could see the whole team's queue that would be great.
July 05, 2021

NICE CXone Review

Verified User
Supervisor in Finance and Accounting
Financial Services Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
Creating vision ready-made reports, [showing the] number of customers in line by resources serving, breaks, total calls for the day and service level information. The impact was positive as I can identify ready-made information in the same report.
June 25, 2021

Sales Rep Review

Verified User
Employee in Sales
Insurance Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Customization
I'm not the business owner, but it has given us some challenges as the ones who are taking the calls due to it not ringing sometimes and not showing us the messages
June 25, 2021

Useful platform for phone agencies

CY
Clair Young
Staff Assistant II
Los Angeles County Department of Mental Health (Government Administration, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Customization
I have customized the software so that the staff's time card report is on my home page for easy access. As an admin supervisor, I need to create all kinds of reports such as overtime reports, staff schedules, teleworking hour verification, etc. NICE CXone provided all the data for me so I don't need to personally ask each staff member for their time.
June 23, 2021

Great product

Verified User
Administrative Assistant in Other
Telecommunications Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Customization
I personally don't have such power to customize the NICE CXone (formerly NICE inContact) system for our team. But I'm aware of that. My boss always mentions how good it is and I can see that through our operation.
Each one of us has our own skills and it defines what calls we are able to answer. Awesome.
June 22, 2021

Great experience with NICE!

Lili Sifuentes | TrustRadius Reviewer
Lili Sifuentes
Underwriting Specialist III
CUNA Mutual Group (Insurance, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
I am able to look at how many calls I have taken daily [and] my reports on how my calls are going. Personally, I really enjoy having that feature to keep track of how I am doing at my workplace. Other than that, there is nothing else I can really add to this.
June 20, 2021

Easiest program for customer contact

Verified User
Analyst in Other
Human Resources Company, 201-500 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Customization
The system we were using before did not include enough detail on productivity, and it also didn't allow for us to have people working from home and now we are able to. Along with that it helps us track the work flow for each individual and our team as a whole which is great!
June 19, 2021

NICE CXone, call center powerhouse

Verified User
Employee in Customer Service
Telecommunications Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Customization
We have created scripts to route calls more efficiently to different teams within our company. We can then use that customization to add more agents to those skills "queues" based on the real time monitoring provided from within the ap. This has had a huge impact in our business model since it allows us to cover more "ground" with less staff connected at all times.
June 17, 2021

Nice, advanced, and agile

Caio Cezar | TrustRadius Reviewer
Caio Cezar
Técnico de prenvenção a Fraudes
FIS (Fidelity) (Banking, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
With the settings, it was easier to adapt the tool to our functions, as we use it for calls, but there are other sectors that need to use sending emails or text messages, so the company can easily configure this for the functions of each sector. With these possibilities, it became easier for everyone to use the same tool and avoid problems.
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