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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- 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
(26-50 of 512)Companies can't remove reviews or game the system. Here's why
July 22, 2022
Great for First Time Caller Employees
We created customized reports based on our team and individual metrics. We assigned one member of our team to listen to our calls and screen recordings and assign them back to us in the metrics tab to show how well we handled calls. This was also a great way for our managers to see how well we managed troubleshooting all the products visually and audibly.
We have customized a number of reports that have helped us to track customer needs and agent performance. One of the changes that it has allowed us to do is to have all of our agents now take calls and chats due to the simplicity of the system. We no longer have to have separate teams handling chats and phone calls. This has allowed a quicker response to a growing chat channel and has reduced the agent count for chat only.
July 08, 2022
NICE CXone the best!
This question does not apply to my line of business. However, I can make schedules on NICE CXone, and schedule when to call back clients. Change its settings like the color and its ringtone. When you encounter problems, there is also a help option in the tool itself but I have not tried using it yet.
June 30, 2022
NICE CXone (formerly NICE inContact) Review
Th ability to create and customize reports help the RTAs to have an easier report build and less time cost reports.
June 21, 2022
Nice Nice Survey
Score 10 out of 10
Vetted Review
Verified User
Yes, We have customised the platform as per user requirements to take it ahead with more productivity while working.
June 07, 2022
Don't think twice, try NICE
I have seen customized scripts used with NICE. It has protected us in case we forget to mention things on a call that could be a violation if not said at the beginning of the call.
May 02, 2022
Perfect for you.
Nice inContact provides quality calls. This means this provides and attracts customers. The admins can easily determine the quality of the call because of its nice features such as the quality of the call, the line is very clear and you can easily determine the concern of the caller because of its high-quality sound.
March 31, 2022
Nice CXone Review
Score 10 out of 10
Vetted Review
Verified User
Since we were given the capabilities to customize our software according to our business, we are taking advantage of using Nice CXone. It is much easier to know the agents inside of the organization. We were able to transfer calls that were misrouted to us to the right department specifically. Also, it's fun because we can change and customize its interface.
March 24, 2022
The most honest review I can contribute
Honestly, I will leave it with the other reviewers. I am just a regular employee taking in calls and receiving calls. That's the job of analysts, QA, and team leads.
March 19, 2022
Excellent communication tool with clients
Was not an Admin or manager for the product
March 17, 2022
Kudos Nice CXone
I am not using it for now since I am an agent not in a work force or QA position
March 08, 2022
There is a reason they called it NICE
We implemented a after call survey that can be reported on almost live (few seconds) has been a great help to understanding member sentiment.
February 23, 2022
The most efficient outbound calling experience I've used to date!
I find that the customizability lends a large helping hand in the aspects of being able to toggle different client calling campaigns on the fly. This way, if my superior requests that I have my call queue switched, I can change it if necessary. This saves a lot of time on the floor, as this was once a role that technicians in the background would need to change but is now in the hands of the individual agent.
January 15, 2022
All the nice things about Nice!
Score 10 out of 10
Vetted Review
Verified User
We don't really use the call app in this position that I am in the company. In the position that I am in we do more the background work trying to find information. We may receive some calls in the future but as of now I have not had the opportunity to use that part of the app.
January 13, 2022
System bites
Score 1 out of 10
Vetted Review
Verified User
January 11, 2022
NICE CXOne is all you need to grow up as a formidable company
It's easy to personalize our call scripts for every campaign we handle. Since we handle a lot of accounts we have the need to customize opening call scripts or chats this has not been an inconvenience since is easy to set up using this software; our clients are happy and we are happy to use NICE CXOne.
December 13, 2021
my experience with a new unified tool
I'm not as knowledgeable about reporting, only my superiors, but they reported that it's simple to extract team results and unify them.
We have not utilized the personalized call scripts. We have used the customized reporting functionality extensively to create reporting for our specific needs. I have found the reporting to be moderately difficult to work with but with the assistance of our super-users, have been able to get what I need. There has not been the desired piece of reportable data that I have not been able to track.
December 04, 2021
Reliable. Innovation. Quality.
I like the real-time dashboard, seeing the activities of my team. That is our basis for their daily attendance and their dials and talk time as part of the outbound sales team. I set certain threshold/parameters for each disposition that I set for them as my guide to ensure that we're maximizing their productivity.
December 04, 2021
NICE CXone Review
Our organization has made great use of the customization features of NICE CXone. For instance, we use their IVR technology to greet callers according to which retirement plan or client they are calling about. We've also built our dashboards and skillsets (call routing queues) to fit our business needs. The customizability of CXone's product makes it stand out from any of the other cookie-cutter products out there.
December 04, 2021
All good!
The IT department has created different tasks so the technician can be able to receive contacts and manage them. Also has implement scripts for the chat where it is easy for us to introduce our department and ask for the issue description so we can have a resolution faster than expected.
December 03, 2021
User friendly auto dialer
Managers are able to add and subtract lists based on business needs. Our managers can use it to track our productivity as well as be able to listen to make sure that our calls are meeting company standards and it makes it easy for them to do all of it with this system.
November 28, 2021
The Nice World of NICE CXone
It has helped a lot since [it] is easier to talk and help the customer. Since I have personalized scripts on it, I do not have to open a new window or program for them, so it helps on making the computer faster. Basically, it is very nice to have the scripts and the app that I use the most during work on the same web page.
November 14, 2021
Excellent Tool for Busy Call Centers
I have not personally customized it but my supervisor has. They have made various changes to it over the three years I have worked at my company and our call handling percentage went from 70 percent of calls handled at an appropriate time to 96 to 98 percent. I'm sure this has made our company a significant amount of money to optimize working times and improve customer experience.
November 11, 2021
NICE CXone Being Nice
I haven't customized the platform.