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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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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)
    8.0
    80%

Reviewer Pros & Cons

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Pricing

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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 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.9
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 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

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 9.2.

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

(831)

Attribute Ratings

Reviews

(201-225 of 546)
Companies can't remove reviews or game the system. Here's why
Lili Sifuentes | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I have had really great experiences using this tool so far and I enjoy that I can see all my productivity reports without having to call my manager for an update on this. Other than that, there is nothing much I can add as this is all I have noticed with the NICE system.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Capability is pretty simple about reporting. We use many of the daily ones. This allows us to see what is happening and what has happened. We use some of the same criteria. Some of the reports that are not used very often in everyday life but are saved if we need them. Great help for future research.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It has a lot of prebuilt reports and custom reports which make it very easy to analyze the calls, but there are crossreferencing tools that are missing and could impact the score I am giving to a more positive one. Overall I am very happy with NICE CXone software, but there is still room to improve in the reporting are.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I asked my manager how she likes using this program for pulling her reports and her overall experience using the reporting capabilities. She loves using it to pull her daily reports. It is easy to gather the information needed to get the job done. Tracking the information needed with these reports is a breeze.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I actually have to give this a lower rating just because of the fact when you try to use a custom report date for a certain bracket of time, it begins to mess up in the case of it not reporting the number of calls within the specified time I entered into the box.
June 17, 2021

How nice NICE IS!

Score 9 out of 10
Vetted Review
Verified User
Incentivized
I gave [NICE CXone (formerly NICE inContact)] a eight out of ten because the reports are clear, labeled and easy to read. The real time dashboards help me to prepare for future callers and know what to expect. The reports states all information the call center operator, supervisors and clients would need and it is very easy to access.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
This feature is very detailed and can work to really maximize efficiency in my workplace. It's nice to be able to see how I am doing as far as calls taken, call time, etc, and to use that data to improve my performance at work. There are many useful data points that you are able to use.
June 15, 2021

It works properly

Score 9 out of 10
Vetted Review
Verified User
Incentivized
It seems that the dashboards work correctly, but I wouldn't be the right one to answer this question as the information I review is pretty surface level as I am not in management. However, for what I do use it for, it seems to work properly, and show the correct numbers.
June 15, 2021

Nice CXone review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our workforce department is very pleased with how [NICE CXone] works and the capabilities it offer to do their job[.] We easily can pull out data from any time and manage it as we wanted at the same time [we] can export data into [NICE CXone] to make it available to any team member we decide to view it or edit it[.]
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