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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

It is easier to record data such as RPC: how many people actually answer calls. So we know exactly how many people we are reaching.
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Customization

We help customer[s] with different issues. For example, we help them with [a] technical issue, billing, and contact information question. Nice inContact is used all over the world I think especially if [it's] with our company I believe. Lately, I've been having issue[s] transferring customer[s] …
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Customization

I have not personally customized the reports or personalized call scripts but I have seen other departments and users that have done so and they do manage to create very specific reports and calls scripts that help their agents with calls and ease their way into managing large agent groups.
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Customization

We as employees don't have the ability to customized NICE. However, I've seen my manager do things I can't do using employee level login. It amazes me there's so much NICE can do. It gives restrictions depends on the level login. If we could see the whole team's queue that would be great.
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Customization

Creating vision ready-made reports, [showing the] number of customers in line by resources serving, breaks, total calls for the day and service level information. The impact was positive as I can identify ready-made information in the same report.
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Customization

I'm not the business owner, but it has given us some challenges as the ones who are taking the calls due to it not ringing sometimes and not showing us the messages
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Customization

I have customized the software so that the staff's time card report is on my home page for easy access. As an admin supervisor, I need to create all kinds of reports such as overtime reports, staff schedules, teleworking hour verification, etc. NICE CXone provided all the data for me so I don't …
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Customization

I personally don't have such power to customize the NICE CXone (formerly NICE inContact) system for our team. But I'm aware of that. My boss always mentions how good it is and I can see that through our operation.
Each one of us has our own skills and it defines what calls we are able to answer. …
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Customization

I am able to look at how many calls I have taken daily [and] my reports on how my calls are going. Personally, I really enjoy having that feature to keep track of how I am doing at my workplace. Other than that, there is nothing else I can really add to this.
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Customization

The system we were using before did not include enough detail on productivity, and it also didn't allow for us to have people working from home and now we are able to. Along with that it helps us track the work flow for each individual and our team as a whole which is great!
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Customization

We have created scripts to route calls more efficiently to different teams within our company. We can then use that customization to add more agents to those skills "queues" based on the real time monitoring provided from within the ap. This has had a huge impact in our business model since it …
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Customization

With the settings, it was easier to adapt the tool to our functions, as we use it for calls, but there are other sectors that need to use sending emails or text messages, so the company can easily configure this for the functions of each sector. With these possibilities, it became easier for …
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Customization

I have not customized the platform at all. I simply use it to call hundreds of customers every single day. It makes my job easier and the jobs of hundreds of employees throughout the company easier. That is a win when it covers these bases.
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Customization

My managers have customized the platform to notify us of who is calling in terms of what category of a caller they are. The aspect of also being able to see what my fellow associates are doing and whether they are on the software or not is actually very helpful.
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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

(151-175 of 546)
Companies can't remove reviews or game the system. Here's why
October 28, 2021

Great platform for its value.

Verified User
Technician in Information Technology
Information Technology & Services Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
8
The reporting overall is good. Most of the information needed can be pulled from the platform. What I think needs improvement is to make easier adjustments to the reports for additional data that can be added. And as I mentioned before, the UI or UX needs improvements regarding reporting too.
October 26, 2021

We can work from anywhere due to NICE CXone

Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
financial advice
Icatu Seguros (Security & Investigations, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
8
Nice CXone provides a very large amount of information such as outgoing calls, contact number, call time, and duration of contact. In addition, the panel shows the number of SLA and non-SLA calls. In the case of my department, as we must monitor in real-time the number of contacts for the level of service, [I feel] the platform is lacking in the delay between updates. Many times to get the update, [in my experience] you would need to attempt the following day.
October 21, 2021

NICE CXone Review

Verified User
Employee in Information Technology
Internet Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
4
Reporting is not visible for regular users. Dashboard will be very helpful so as you would know how many times you have used it everyday, length of calls, etc. Our reports from our IT comes in only once a week, with a snapshot of the average every week. It would be helpful if this is real time.
October 19, 2021

Laurentino's review

Dailson Laurentino | TrustRadius Reviewer
Dailson Laurentino
Assessor de Relacionamento Pleno
Icatu Seguros (Insurance, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
Overall, I'm currently having a pleasant experience using inContact and its features. It shines best through the use of the calling feature which still hasn't let me down. There is a broad range of features that are combined to make a symbiotic platform with tons and tons of options. That's all.
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