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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

We created customized reports based on our team and individual metrics. We assigned one member of our team to listen to our calls and screen recordings and assign them back to us in the metrics tab to show how well we handled calls. This was also a great way for our managers to see how well we …
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Customization

We have customized a number of reports that have helped us to track customer needs and agent performance. One of the changes that it has allowed us to do is to have all of our agents now take calls and chats due to the simplicity of the system. We no longer have to have separate teams handling …
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Customization

This question does not apply to my line of business. However, I can make schedules on NICE CXone, and schedule when to call back clients. Change its settings like the color and its ringtone. When you encounter problems, there is also a help option in the tool itself but I have not tried using it …
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Customization

Yes, We have customised the platform as per user requirements to take it ahead with more productivity while working.
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Customization

I have seen customized scripts used with NICE. It has protected us in case we forget to mention things on a call that could be a violation if not said at the beginning of the call.
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Customization

Nice inContact provides quality calls. This means this provides and attracts customers. The admins can easily determine the quality of the call because of its nice features such as the quality of the call, the line is very clear and you can easily determine the concern of the caller because of its …
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Customization

Since we were given the capabilities to customize our software according to our business, we are taking advantage of using Nice CXone. It is much easier to know the agents inside of the organization. We were able to transfer calls that were misrouted to us to the right department specifically. …
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Customization

We implemented a after call survey that can be reported on almost live (few seconds) has been a great help to understanding member sentiment.
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Customization

I find that the customizability lends a large helping hand in the aspects of being able to toggle different client calling campaigns on the fly. This way, if my superior requests that I have my call queue switched, I can change it if necessary. This saves a lot of time on the floor, as this was …
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Customization

We don't really use the call app in this position that I am in the company. In the position that I am in we do more the background work trying to find information. We may receive some calls in the future but as of now I have not had the opportunity to use that part of the app.
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Customization

It's easy to personalize our call scripts for every campaign we handle. Since we handle a lot of accounts we have the need to customize opening call scripts or chats this has not been an inconvenience since is easy to set up using this software; our clients are happy and we are happy to use NICE …
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Customization

I'm not as knowledgeable about reporting, only my superiors, but they reported that it's simple to extract team results and unify them.
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Customization

We have not utilized the personalized call scripts. We have used the customized reporting functionality extensively to create reporting for our specific needs. I have found the reporting to be moderately difficult to work with but with the assistance of our super-users, have been able to get what …
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Customization

I like the real-time dashboard, seeing the activities of my team. That is our basis for their daily attendance and their dials and talk time as part of the outbound sales team. I set certain threshold/parameters for each disposition that I set for them as my guide to ensure that we're maximizing …
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Customization

Our organization has made great use of the customization features of NICE CXone. For instance, we use their IVR technology to greet callers according to which retirement plan or client they are calling about. We've also built our dashboards and skillsets (call routing queues) to fit our business …
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Customization

The IT department has created different tasks so the technician can be able to receive contacts and manage them. Also has implement scripts for the chat where it is easy for us to introduce our department and ask for the issue description so we can have a resolution faster than expected.
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Customization

Managers are able to add and subtract lists based on business needs. Our managers can use it to track our productivity as well as be able to listen to make sure that our calls are meeting company standards and it makes it easy for them to do all of it with this system.
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Customization

It has helped a lot since [it] is easier to talk and help the customer. Since I have personalized scripts on it, I do not have to open a new window or program for them, so it helps on making the computer faster. Basically, it is very nice to have the scripts and the app that I use the most during …
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Customization

I have not personally customized it but my supervisor has. They have made various changes to it over the three years I have worked at my company and our call handling percentage went from 70 percent of calls handled at an appropriate time to 96 to 98 percent. I'm sure this has made our company a …
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Customization

Custom reports are very useful but have their fair share of complexity in NICE CXone The reports are really useful for data analytics, calls distribution, and Qu trends. Busiest hours of the day etc. All these have led us to manage our workforce and distribute loads evenly.
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Customization

The ability to customize and adapt the software to your organization's needs is what we appreciate most about NICE CXone. This gives us the flexibility to adapt to each customer and provide the best solutions depending on the issues at hand. We have extensively customized the software to best suit …
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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

(26-50 of 546)
Companies can't remove reviews or game the system. Here's why
July 22, 2022

Great for First Time Caller Employees

Verified User
Employee in Information Technology
Information Technology & Services Company, 5001-10,000 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
8
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.
July 08, 2022

NICE CXone is transformational and Cost Effective for your call center

Jeffrey Fawcett | TrustRadius Reviewer
Jeffrey Fawcett
Director of Contact Center and Training
WineCountryGiftBaskets.com (Retail, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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.
July 08, 2022

NICE CXone the best!

Verified User
Employee in Customer Service
Hospitality Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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.
June 21, 2022

Nice Nice Survey

Verified User
Team Lead in Information Technology
Information Technology & Services Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Reporting Capabilities
10
It's truly real-time analysis and monitoring. I can confirm that all productivity reports are accurate.
May 02, 2022

Perfect for you.

Verified User
Employee in Sales
Hospitality Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Reporting Capabilities
10
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.
February 23, 2022

The most efficient outbound calling experience I've used to date!

Joseph Ragusi | TrustRadius Reviewer
Joseph Ragusi
Tele-Fundraiser
Inspire Fundraising Solutions (Fundraising, 11-50 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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.
January 11, 2022

NICE CXOne is all you need to grow up as a formidable company

JR
Joseph Ramirez
Global Service Desk Technician
Grupo Prometeo (Information Technology & Services, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
8
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.
December 09, 2021

NICE CXone - A good value for the small to mid-sized call center environment

Donald Mascola | TrustRadius Reviewer
Donald Mascola
IT Services Manager
Autosoft, Inc. (Information Technology & Services, 201-500 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
7
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
James Nelson-Guillen
Call Center Analyst
Milliman (Financial Services, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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

KM
Kylie Milho
Specialist
Carvana (Retail, 5001-10,000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
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.
November 28, 2021

The Nice World of NICE CXone

Verified User
Employee in Customer Service
Insurance Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
8
[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.
November 14, 2021

Excellent Tool for Busy Call Centers

Verified User
Employee in Corporate
Hospital & Health Care Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
9
The reporting capabilities are pretty stellar. All agents are able to see the real-time percentage [of] how many calls are being handled in an appropriate manner. We are able to see what other agents are doing to decide what route of action is best to take at any particular point in time.
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