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)8.080%
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
(76-100 of 512)Companies can't remove reviews or game the system. Here's why
November 08, 2021
Does the hard stuff but cant do the simple stuff well
The dashboard is very helpful when it works. Pulling past calls is super easy and that saves me a lot of time vs Calabrio. Call history also has screen share which is a massive help. (although, it doesn't always pull screen for every call) The custom routing is nice cause we can do state by state instead of just whole block bins.
November 08, 2021
Great product
NICE CXone is used to populate a client's account number, name, phone number, litigation type ( e.g auto accident or slip and fall) and it also gives the clients status. For instance, if they have hired our firm, if they need to be qualified, etc. It makes it easier to know how their call should be handled. It also makes the clients feel more at ease if you are not having to ask them the same questions over and over again.
November 04, 2021
NICE CXone will keep you in contact
We're able to see each agent's report and also to monitor calls from this one location. The ability to be able to send and watch stats.
November 04, 2021
Good results with NICE CXone
I haven't had the chance to do modifications on the app as I am a user, not an administrator but we recently introduced customer surveys, and thanks to NICE [CXone] the response rate has been good.
November 04, 2021
Does the job
We have personalized email signatures as well as quick replies with customizable fields for names. This keeps things running quickly and smoothly and keeps responses to customers all the same so they are not getting incorrect info.
November 04, 2021
Savior during Covid
Yes, I have been making and using the Custom Report scripts but in my opinion, it should be easier to use. It is very difficult for new users to create personalized reports as they have to understand the complete web app. There is no help in preparing customized reports.
November 04, 2021
Its SO NICE to use NICE CXone!
I am just a user.
November 04, 2021
Great Product solution for Telephone systems
We have Created Custom Reports for productivity tracking, Queueing, and particular portions of our SLA requirements.
November 04, 2021
NICE CXone for everyone
We’re in the business of customer satisfaction. By combining our all-in-one NICE CXone platform, our customer-focused team of experts, and our powerful partner ecosystem, we can solve almost any customer challenges your day may bring.
November 04, 2021
NICE CXone - a great way to analyze call center data
Custom reports help to create the reports as per our needs and it helps in the automation and publishing of reports for stakeholders as well.
It has reduced the manual efforts in many hours and made the process efficient. We have created customized reports using the existing attributes and metrics.
It has reduced the manual efforts in many hours and made the process efficient. We have created customized reports using the existing attributes and metrics.
November 04, 2021
NICE CXone is Nice
We did not customize any but something in the queue.
November 04, 2021
Great product but could use more hands on support
I felt this was one of the most difficult parts of the system, the personalization and customization.
November 04, 2021
Something NICE !
I do not customize nice in contact as I am just an employee.
November 04, 2021
Good features for a call center environment
My area has not done much customization as we do not use call scripts; we use the general settings.
November 04, 2021
So easy to use love it
No customizations on software from our company. We all love this system including managers and leaders. We actually prefer this platform to any other that has been used in the past. I recommend just making it a little bigger to make it easier to see on our system continue to be great.
November 04, 2021
Easy to Use Software
NICE CXone provides great security and a easy platform for my business to get in contact with consumers. The impact it has had is having a clear transfer log for easy transfers to different departments. NICE CXone has also impact the business by making everything easy to access and navigate while on calls so that agents can get the customers the results they need in a timely fashion.
November 04, 2021
NICE CXone is the NICEst one around.
I am not a manager so I cannot answer that but I am sure the managers have customized it to their specific needs especially with the call center being so busy it helps that NICE CXone gives them the tools they need to make the reps perform at their fullest potentials.
November 04, 2021
Boost the productivity by managing customers very effectively.
NICE CXone provides the customisation according to your requirements. The call script feature works perfectly well. Since the application is running we haven't seen any error in call script functions. The customized reports can be carried out very well according to the requirements only challenge is the the modification in the settings of dashboard. Due to interface settings it's little bit tricky to make the customisation in the dashboards.
November 04, 2021
Please fix the calling issues.
Customization has been slow, but we are able to dispute quality scores.
November 04, 2021
NICE CXone Review
Personally, I have not needed to customize anything about it since that is not my job duty. Moving forward, I feel that if I needed to make adjustments to anything I would be able to do so very easily. I am not in the position to speak on how it improves the overall business, but for my department that relies on it, we enjoy its basic usage.
November 04, 2021
Very good software
Customized call scripts are already a feature and custom reports have helped tremendously, they have reduced time spent checking, what used to be, 3 different systems, and a long process. Now it is all in one place which helps out carrying out more duties done during the day to day.
November 04, 2021
It's okay.
Whisper prompts that appear when the client first calls. They don't always work.
November 04, 2021
Good Product if your in a smaller company
Yes, we have customized our reporting areas to be able to track incoming and outgoing calls to see be monitored.
November 04, 2021
NICE CXone for Work From Home setup
We customize NICE CXone with the notes integrated to document what transpired during the call. We collate this data and compare these against the accounts and caller, to validate if action was appropriate during the call. We also adjust the needed time spent to document each call and do historical if needs adjustments depending on the skills of each agent.
November 04, 2021
Does the job at scale
We've gained efficiency in our claims handling through CRM integration with our ERP.