Skip to main content
TrustRadius
NICE CXone

NICE CXone

Starting at $71 per month per user
View Pricing

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.

Read more
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, …
Continue reading

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 …
Continue reading

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. …
Continue reading
Read all reviews

How NICE CXone Differs From Its Competitors

Customization

The ability to customize the reporting and scripts has been helpful to productivity. Agents can work faster in responding to client inquiries.
Continue reading

Customization

I am able to view current calls handled along with the statistics in relation to the disposition of contacts throughout the day. This enables the senior management team to ensure effective resources are used on the dialler software. This has resulted in an increased rate of contact with our …
Continue reading

Customization

I would love if it would have some notes that you could create or even make your personalized scripts, or even create your own contacts because our company needs to call specific customers, nice has made our life easier, can't be happier.
Continue reading

Customization

This is a way to optimize the contact of our clients such as providing us more info and view of targets, stats, and client info its a more organized way to get in touch with potential clients.
Continue reading

Customization

I mainly have changed the dashboard look to have different types of information at my disposal at a glance with the information I need. I know that managers and the Workforce team have the flexibility to customize reports and views that helps them make decisions on a day-to-day basis to improve …
Continue reading

Customization

We have been able to customize reports for different teams based on team KPIs. This has been particularly useful as reporting is now quicker.
Continue reading

Customization

We have customized it to be able to run with exactly what we need it to for our business and our salespeople. We like that we can make quick changes if necessary and are able to roll out updates almost immediately. Some of this was a determining factor in which solution we chose.
Continue reading

Customization

We have created some customized call scripts that have been very helpful for us to have a more professional menu for our callers.
Continue reading

Customization

Customized the reports to display the number of calls that employees make per day compared to the hours worked. With this, we were able to measure the productivity of employees, even when at home. This brought a very broad view of how the operation was going because employees are paid by the …
Continue reading

Customization

Our company has customized the disposition in particular to fit our needs and that has worked very well for us. We are able to accurately describe the contents of each call for managers and supervisors to see, which adds transparency on both ends preventing confusion in any way possible too.
Continue reading

Customization

A personal script would be great to follow however, I prefer to go with the flow and feed off of the patient's energy. The NICE CXone program is convenient and efferent especially when it comes to answering the patient's needs quickly.
Continue reading

Customization

It's more personalized and does not rely on the IVR. Customer know that they are speaking to live person on the other end of the line. There's definitely less cross talk, and conversation is more fluid. This is the reason we don't use this for cold calling and just talk to customers directly.
Continue reading

Customization

Primarily the call quality is very good through the platform, and we are able to now see LIVE streaming data regarding call numbers in the platform in relation to our agents.
Continue reading

Customization

My dashboard helps a lot with tracking. Every one of our scripts is customized. We use several non-default, custom-created reports as well. We can spin up a script in hours or even minutes depending on its complexity. They have a service which can create scripts for you, but we manage scripting …
Continue reading

Customization

We use custom reports and analytics as well as agent skilling based on real time volume and agent availability statistics. We also use the call recording for our quality assurance grading. Additionally, we use the call recording playback for coaching opportunities and ongoing performance …
Continue reading

Customization

The problem we are solving with the help of NICE CXone is we can do our job well because this tool allows us to do so. The benefit I have realized is we do not need a hard phone anymore so we can do calls NICE CXone is an integrated softphone that can accept incoming calls. Fewer wires and less …
Continue reading

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
Return to navigation

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
Return to navigation

Product Demos

NICE | Show Me the Demo

www.nice.com
Return to navigation

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
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(830)

Attribute Ratings

Reviews

(126-150 of 546)
Companies can't remove reviews or game the system. Here's why
November 01, 2021

NICE CXone is a very nice system!

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
I have to give the system a 10/10 when it comes to customization. It is brilliant in how it can be molded to work and intergrade itself with systems like Outlook, Ring Central, MS Teams, and Salesforce. We have even been able to connect the NICE CXone system to systems in our self-developed websites and software.
November 01, 2021

Outstanding call center solution

JP
Julian Perez
Engineering Technician
Grupo Prometeo (Information Technology & Services, 1-10 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
NICE CXone (formerly NICE inContact) has great reporting capabilities, it has many prebuilt reports to be used right out of the box, but it also includes the ability to create customized reports based on our needs, these reports can also be exported and used in a data presentation tool to create personalized dashboards.
November 01, 2021

NICE CXone has it all - powerhouse amongst today's options

Verified User
Manager in Sales
Financial Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
8
Reporting is quite comprehensive and much of the phone interactions are also downloadable by API. The reporting can be somewhat confusing at times based on the type of reports that are available, and sometimes the limit on a number of attributes can be troublesome to a user trying to create their own report. It's important to have DBAs that are downloading all the data available so custom reports can be created.
November 01, 2021

Powerful client and workforce management tool

CD
Camilo Diaz
Customer Service Representative
Teleperformance (Consumer Services, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
There are enough tools that provide accurate reporting capabilities being that each agent part of the workforce has a personalized report on the times and the tasks that are being performed, being able to see exactly what's being done at what time is a very powerful tool to have to manage the employees according to established goals.
November 01, 2021

It Works!

Verified User
Employee in Customer Service
Automotive Company, 5001-10,000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
7
The access to real-time reports for agents is invaluable. Agents being able to view their own data and make corrections is vital to having a self-improving and self-driven corporate mentality. Being able to customize our own reports allows us to really narrow in on problem areas and get hard data on what works, and what doesn't.
November 01, 2021

Awesome product

QH
Quinn Haggerty
Vacation Specialist
Mammoth (Hospitality, 201-500 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
It's super simple. You can see your ratings easily as an agent and track your performance against other employees. You know your performance measures always with NICE CXone. You can see how often you're available and check how many inbound and outbound calls you have made.
November 01, 2021

Excellent in connecting with your customers

Verified User
Employee in Customer Service
Financial Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
9
I am able to view current calls handled along with the statistics in relation to the disposition of contacts throughout the day. This enables the senior management team to ensure effective resources are used on the dialler software. This has resulted in an increased rate of contact with our customers and clients, therefore reducing the overall arrears.
November 01, 2021

One of the best for communication.

CL
Carlos Lopez
Communications Representative
Insight Communication (Telecommunications, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
Because it is easier to use, it's easy to create reports and scripts, the transfer is a piece of cake, and the response of the calls is incredible, a real-time dashboard is cool and something I feel great about.
November 01, 2021

Sales

Verified User
Representative in Sales
Pharmaceuticals Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
9
The response and record of the dashboard are not immediate it takes time to record all things, also the reports are good when managers pull them.
October 30, 2021

Optimize your day

JL
Jose Lopez
Senior Agent
Avantive Solutions (Telecommunications, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
1
I didn't rate this Scale since as an agent we don't have needs to build, do or manage reports at the time, our only duty its to get in touch with our clients, maybe our superiors will have the need to but at this time we don't have the need for it
Return to navigation