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
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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
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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
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Product Details
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- 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
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Reviews and Ratings
(830)Attribute Ratings
Reviews
(201-225 of 512)Companies can't remove reviews or game the system. Here's why
June 17, 2021
My Nice CXone truly is number One!
I have not customized the platform at all. I simply use it to call hundreds of customers every single day. It makes my job easier and the jobs of hundreds of employees throughout the company easier. That is a win when it covers these bases.
June 17, 2021
Great usage great product
My managers have customized the platform to notify us of who is calling in terms of what category of a caller they are. The aspect of also being able to see what my fellow associates are doing and whether they are on the software or not is actually very helpful.
June 17, 2021
Useful product
[NICE CXone] is integrated with other apps.
June 17, 2021
More efficiency for your company.
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.
June 17, 2021
How nice NICE IS!
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 desktop/calls and work at my pace.
June 17, 2021
Just a simple user
I haven't really customized anything other than setting where I can see my team online.
June 17, 2021
Overall sense of ability to utilize this product
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
June 16, 2021
AMAZING!
It has allowed our agents to expand their knowledge and work harder. They love when they have no issues with their own calls.
June 16, 2021
Perfect for your company
The platform is customized in a way that brings a lot [for the] organization, making our work much better.
June 16, 2021
My Day to Day with NICE
Score 7 out of 10
Vetted Review
Verified User
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 see the analytics in the background, which helps us to know the status of all the people in our department that take calls.
June 16, 2021
NICE CXone Review!!!
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
June 15, 2021
Great Product
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.
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 in which areas we can improve
June 15, 2021
It works properly
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 while making an outbound call but not getting kicked off of the callback number entry screen or the manual phone number entry screen when an automated call comes through.
June 15, 2021
Nice CXone review
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 have[.]
June 15, 2021
NICE CXone (formerly NICE inContact) rocks!
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 activities saving time and improving our processes in several manners[.]
June 15, 2021
Patient Scheduler
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 efficient for tracking user productivity.
June 15, 2021
Nice Experience User
I am able to locate just about any call that came into our analyst. I can utilize the function to playback a recording with a selected date & time.
June 14, 2021
NICE CXone has lived up to it's nickname of being the Cadillac of contact center solutions! Well worth it!
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 meetings. We've also opened up new avenues of business for providers that we do white glove service for and are now increasing our revenue each month.
June 14, 2021
Great solution for sales floor management
Personalized call scripts and prompts based on our different campaigns.
June 14, 2021
Outstanding
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.
June 13, 2021
A nice program to have with you
I don't really know the difference between our platform and the other ones, but I like ours.
June 13, 2021
Easy to use and high quality.
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 jobs in the best of ways.
June 13, 2021
NICE CXone became fundamental for us!
We can customize our NICE CXone experience in a few spots here, but I haven't needed to create custom reports yet because the ones you already have are pretty satisfying and already help us a lot.
June 13, 2021
GREAT
We don't customize and it really hasn't effect[ed] us.