NICE CXone

NICE CXone
Formerly NICE inContact

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.6 out of 100
Top Rated
NICE CXone

Overview

Recent Reviews

NICE CXone the best!

10 out of 10
July 08, 2022
We use NICE CXone to answer inbound calls and make a call. It also would allow us to make a schedule for when to call back the client. One …
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Nice Nice Survey

10 out of 10
June 21, 2022
NICE CXone is the best running product. Previously we used Nice CXone for our inbound and outbound calls. Before, we used Cisco Finesse as …
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Don't think twice, try NICE

10 out of 10
June 07, 2022
NICE is the system we use to log into our soft phones. It is being used by our Retention, Education, and Contact Center departments. It …
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Perfect for you.

10 out of 10
May 02, 2022
We use Nice inContact as the tool for incoming calls and outgoing calls. Nice inContact is a very important tool for us because here we …
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Nice CXone Review

10 out of 10
March 31, 2022
I am currently a user of Nice CXone and I would say that all throughout we've used the system, it helped us a lot to call our clients …
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Nice to Use!

6 out of 10
March 23, 2022
It's being used to log in where we are at work. It's nice because we know whether employees are working after they clock in. It's used for …
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Kudos Nice CXone

10 out of 10
March 17, 2022
I've been using Nice CXone for two years now and I don't have any problem with it. We use it for doing follow-ups and inbound calls. Our …
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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
  • Warm transfer (483)
    8.7
    87%
  • Inbound call routing (467)
    8.6
    86%
  • Agent dashboard (510)
    8.6
    86%
  • Call tracking (463)
    8.5
    85%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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What is NICE CXone?

NICE inContact 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), and interactive voice response (IVR) system.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Nextiva is a business communications platform that includes a VoIP solution, CRM software, BI software, cloud storage, phone and device rentals, email marketing automation software, and a contact center solution. These products can be purchased individually or together.

Product Demos

See CXone in Action
See CXone in Action
04:40

Features Scorecard

Contact Center Software

8.4
84%

Workforce Optimization (WFO)

8.5
85%

Product Details

What is NICE CXone?

​NICE (formerly NICE inContact) works with organizations of all sizes to create customer experiences that build deeper brand loyalty and relationships that last. With NICE CXone, a complete cloud customer experience platform, the vendor combines Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, to enable an exceptional agent and customer experience—every time and on every channel.


Key Features

Omnichannel
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Interaction Channels
Predictive Dialer

Analytics
Interaction Analytics
Reporting
Customer Surveys

Workforce Optimization
Workforce Management
Quality Management
Quality Management Analytics
Performance Management
Recording

Automation & AI
Workforce Intelligence

Open Cloud Foundation
CRM Integrations
UCaaS Integration
DEVone Ecosystem
RESTful APIs
Voice as a Service
FedRAMP


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 MAX - Digital InboxScreenshot of CXone MAX - Native ChatScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Customer ProfileScreenshot of CXone MAX - Agent SettingsScreenshot of Chat ProfilesScreenshot of CXone MAX - Agent Skills & ProficienciesScreenshot of CXone MAX - Manager PermissionsScreenshot of Consolidated Administration

NICE CXone Video

What is NICE in Contact CXone?

NICE CXone Integrations

NICE CXone Competitors

NICE CXone Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUSA, Canada, Mexico, UK, Brazil, Japan, India, Western Europe, Australia, South America
Supported LanguagesEnglish, Chinese, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish.

Frequently Asked Questions

NICE inContact 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), and interactive voice response (IVR) system.

Five9, Talkdesk, and 8x8 Contact Center are common alternatives for NICE CXone.

Reviewers rate Click-to-call (CTC) and Warm transfer highest, with a score of 8.7.

The most common users of NICE CXone are from Enterprises (1,001+ employees) and the Telecommunications industry.

Comparisons

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Reviews

(1-25 of 526)
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Score 5 out of 10
Vetted Review
Verified User
Review Source
The reporting itself was great. We could pull the number of calls that come in from the day, the week, and even the past hour. We could even split the call history per person to see if any team member was lagging behind and only taking one call the whole day or if someone was taking on too much work and taking twenty calls per day. It was a great way to see if anyone was slacking off or not.
Jeffrey Fawcett | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
There are so many pre-built reports in the system that you have to spend time deciding which ones work best for you. Something else that we appreciate is that NICE CXone is always adding other pre-built reports that customers may ask for. They then make those reports available to all of their users. Our agents and executive staff really like the dashboards because they can quickly see what is happening in the call center without any explanation.
Score 10 out of 10
Vetted Review
Verified User
Review Source
I have not used it for reporting but based on the support experience, for example, having coaching, really makes the work easier. They can easily gather the recording and the recordings are clear. Also, they can be able to adjust agent tagging on their end especially during some power interruptions.
Score 9 out of 10
Vetted Review
Verified User
Review Source
I rarely use this feature since it is outside of my responsibility as sales coordinator. However, I had a glimpse of it during the training. I can say that this feature is very helpful to our workforce since they are the ones doing the reports. They are able to send the data they need since they are readily available in Nice
Score 10 out of 10
Vetted Review
Verified User
Review Source
Very useful, you can even see your performance report for the past seven days. You even see your overall inbound and outbound call how productive your team. Its very helpful for our supervisor to see as well how their agents productive during working hours, since you can see the status of your availability, working, and unavailable performance.
May 02, 2022

Perfect for you.

Score 10 out of 10
Vetted Review
Verified User
Review Source
Here using Nice inContact, the admins can easily determine the quality of the calls because of its nice features, the nice feature such as the dashboard and history where you can easily track and check the calls you made. From there you can easily see the time and date and even the phone number you dialed and received.
March 31, 2022

Nice CXone Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
We would highly recommend Nice Cxone to our colleagues because of its fun and easy interface. We got real-time reports, create and customize them according to our business needs. We were able to schedule our call back to our clients so that we didn't forget or missed any important or urgent calls from and to our clients.
Joseph Ragusi | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
The above features have been real assets in the process of polishing/coaching the calls that I make each shift and go a long way towards making sure that the quality of my work is at its best. Another aspect that is equally as important is how these tools allow accurate reporting of results at the end of each day for review upon pre-shift meetings the next shift.
Score 9 out of 10
Vetted Review
Verified User
Review Source
The only thing I can complain about NICE CXOne is the lack of customization about the colors or names. other than that, the way you can access your reports or personalize them is a piece of cake for all of us; I can say the same thing for export reports or access to real-time dashboards.
Donald Mascola | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
I have found the reporting functionality to be somewhat complicated to work with. Generating the reports I need has been a challenge and required me to consult with our subject matter experts (i.e. super-users).
December 04, 2021

NICE CXone Review

James Nelson-Guillen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
I'm giving NICE CXone a high rating on reporting capabilities because of the number of detailed reports that can be run from their product. They have extensive types of reports that can be modified to fit each user's or business' needs. This is better than providing just a cookie-cutter product because not every business is always going to be the same.
December 03, 2021

User friendly auto dialer

Score 9 out of 10
Vetted Review
Verified User
Review Source
We have so many dispositions that we use for each department to be able to track where everyone is and make moves accordingly. There are also custom lists for inbound and outbound callers so they get filtered accordingly which then in return keeps our customers happy as well. Overall the customization is a real strong point.
Score 9 out of 10
Vetted Review
Verified User
Review Source
[The] real-time dashboard is really good because, as I have previously mentioned, I am able to see if any of my colleagues are available to take a call or if they are busy. Regarding the other services, [I] do not have an opinion on them since I have not used them enough.