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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

We have integrated this system with our CRM "Tessitura" which allows for unique screen pops with all of our patron information. This instantly shows our patrons information like how many shows they have seen before, where they sat in the theatre, how much they have spent, what donations they have …
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Customization

I am not the one who made these customizations, but I do know of some that have been made.
1. Certain callers have the ability to type in a 3 digit code that will route them to the Customer Service Rep that handles their region.
2. The inbound call tells you which option the customer picked from …
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Customization

Customized reports will be the most important one since we rely heavily on them to get more clients. This allowed us to accurately provide information to our future clients. Being able to add a personalized disposition at the end of the call is also very helpful for audit.
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Customization

The ability to customize and refine every detail of the GUI, and specific teams/groups of employees gives the advantage to managers. Managers can now easily access reports, employee status, and call generation times as a result. Overall, a great compliment to any management team who is in direct …
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Customization

I have tried creating my own voicemail or personalized call script whenever somebody gives me a call. This is really helpful on our business since we mostly do outbound calls, whenever we log out of the platform at least we have a voicemail that routes the caller to our personalized call script. …
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Customization

This system has afforded us to have the most detailed call history data we've ever had. Our individual agent productivity has increased immensely given that we can drill down to the second how that agent spends his day on the phones. This has been the one saving grace of NICE inContact.
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Customization

I have not used the customize software features, but my managers have. It helps me fill out what types of calls I had. We don't use scripts in our business. It allows us to keep a record of what calls we deal with and provides a good indication of what calls we expect to receive in the future.
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Customization

Our contact center handles multiple brands and services. The NICE inContact CXone platform has allowed us to handle those interactions with the needed individualized branding and service without having to have dedicated agents. We accomplished this through dynamic screen pops and whisper tied to …
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Customization

I love being able to create customized reports as I need them and to send reporting to our executive team. However, because we had a customized solution on the back end using their programing software, Studio, with rare exception, we have little control over our own customization in terms of our …
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Customization

Yes, custom reporting has been created by our WFM team that tracks a variety of metrics used by managers and administrators. This data is analyzed by clients and directors to determine the ROI of each LOB.

Our QA department has created forms for simpler monitoring/scoring of calls. QA managers are …
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Customization

Flexibility to customize the software makes it so much easier for teams to cooperate with each other. NICE inContact has so many options for creating customized reports.
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Customization

We have customized NICE to organize team members based on their respective departments. Our employees are categorized by the task they have within the company so it makes the job a lot easier when trying to connect with someone to solve a problem. In the past, our former system was hard to follow …
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Customization

Custom reports are a great tool. We are creating custom reports daily, and it has allowed us to identify additional areas of improvement or breakdown our KPIs into more specific goals.

We have enjoyed using the custom quality plans and forecasting based on our needs and on different scenarios. The …
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Customization

We are able to receive calls for multiple different clients into the same calling pool and then route them out to agents based on their specific training. We have integrated CXone for use with Simple Pledge which is our script database for our agents. The impact this has on our business is …
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Customization

The way our inContact is set up allows us to see where we are in terms of our calls & the volume we've taken within a day. This allows us to pace ourselves accordingly so that we stay on task with our work & make sure our customers stay happy & satisfied.
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Customization

This has allowed us to be able to pull data that is specific to our needs. We want to be able to cater to the changing format of our business, and this has allowed us to be able to do so in a more real-time scenario and with quicker response times.
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Customization

We have customized our dashboard for only our department which allows us to track all incoming and outgoing calls for just our team. This has allowed us to focus more on our clients and donors to help better assist their needs. It has helped the business as a whole in allowing a virtual working …
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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)
    7.9
    79%

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

(351-375 of 512)
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October 16, 2020

Great product!

Verified User
Administrative Assistant in Customer Service
Government Administration Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
The customized reporting has allowed simple real-time and historical dashboards to be set up for individual contributors without the need for external software, or additional technical know-how. This allows each person to take greater responsibility for meeting the defined SLAs and minimum standards without the need for managerial intervention outside of extreme circumstances.
October 16, 2020

Easy call monitoring and reporting

RR
Ravishek Raj
Administrative Support Manager
FIS (Financial Services, 10,001+ employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Customization
We have created multiple reporting structures to help agents drive performance which eventually helps in answering more calls and better performance. These reports have direct impact on revenue. For example - AHT template has been created on agent level to help agent understands and analyze their performance and improve on them.
October 16, 2020

A daily user's nice review for NICE

Verified User
Account Manager in Sales
Financial Services Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Customization
I don't work in a position of management, so I don't have control over these functions. However, there are personalized scripts that appear to greet the incoming client call. The script takes a few seconds to appear, so if you haven't memorized the script, you have to wait for it to load. This will cause a few moments of silence during the introduction. It would be nice if the script could load faster so we can get right into it.
October 16, 2020

Help You Help Them

JB
Jan Barrentine
Revenue Agent
Georgia Department of Revenue (501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Customization
I have not had any direct experience with the platform side, other than to assist supervisors in recording some of the automated prompts/greetings. That feature is very handy to cut down on the number of times a caller would have to otherwise be transferred, also allows us opportunity to provide additional information while they are on hold that may allow them to resolve on their own.
October 16, 2020

Great tool to get the job done

Verified User
Analyst in Corporate
Hospitality Company, 5001-10,000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Customization
We have had to create many custom reports in order to have the information needed. Some of the reports had to be created at a cost to our company due to reduce amount of filters. When searching for calls it is a little difficult to do so, especially if the agent has changed teams.
October 16, 2020

NICE inContact CXone Review

Verified User
Employee in Information Technology
Information Technology & Services Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Customization
Yes, we have made custom reporting built into NICE inContact. With this reporting, we are able to help manage every user we have in the call queue.
October 16, 2020

I used it daily!

Verified User
Team Lead in Customer Service
E-Learning Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Customization
We use the scripts daily. We support multiple universities, and it can be hard to keep track of which university we need to be speaking toward and the scripts are very useful. It has reduced our misbranding incidents with certain universities, which in turn provides us the opportunity to keep great relationships with our clients.
October 14, 2020

My NICE inContact CXone Review

Verified User
Analyst in Customer Service
Consumer Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
I do not use NICE inContact to make reports for my daily work. However, I use it to check my time and how I am handling my times daily. It is also pretty easy to find my team information. In that way, we can handle our metrics and work with that information pretty closely.
October 14, 2020

NICE inContact CXone Review

BW
Bridget Washington
customer service supervisor
Toyota Financial (Consumer Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
I use mine to split up my team. I have my functions set for if they are exceeding lunch, break, and ACW to blink red if the agent goes over. I also use it to listen to agents' live calls and recordings for call reviews and to track the agents' times.
October 14, 2020

My NICE inContact CXone Review

LA
Luis Arguelles
Technical support specialist
Trimble Transportation (Information Technology & Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
This is what makes NICE better than the previous phone program that we were using. The customization is so simple to set up and/or to request. It looks like Trimble has set everyone to be using the same program other than the team leads who have a little more access than level 1 support.
October 13, 2020

NICE inContact CXone is a must to get the job done!

EP
Enrique Pardo
Sr Sales Experience Coordinator
Honeywell (Computer Hardware, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Customization
The fact that you can personalize and adapt NICE inContact CXone to the company's or department's needs, is a key and essential point. You can measure the performance of the teams in an accurate way, having control and constant visibility, and above all, the flexibility to have it in real-time so you can make timely adjustments.
October 13, 2020

NICE inContact CXone Review

Verified User
Account Manager in Customer Service
Banking Company, 10,001+ employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Customization
Calls are routed to different people based on the areas they cover. Have it personalized so people get calls only from the area they cover. Great for filtering the calls and being able to see from which area the call is coming in. If you get a call from an area you aren't primarily covering, you will still know where it is from.
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