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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

Since NICE CXone provides managers and administrations with the flexibility to customize the software according to their business needs, I was able to customize my platform and be able to see the progress report in my dashboard. That helps me keep my call times at a good average if I can see them.
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Customization

I don't personally get to modify the equipment but when needing to get my skills changed my boss has been able to do it rather quickly were at the last company I worked for it took them a couple of days to get it working the right way. I lost almost a week of being able to perform my job duties …
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Customization

We have customized scripts, integrated programs, and other aspects of our software. It has allowed us to place everything into one program. There were many tech issues getting it implemented and issues continue to arise. I think that it has made our employee's jobs easier over time but could have …
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Customization

I have not had the opportunity to customize the software and/or platform as I am not in management. I do like how our management has been able to customize the platform to route calls to the appropriate departments with ease as well as select easy-to-utilize call disposition options. The ability …
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Customization

Our business needs a program that would allow all reporting to show the inbound and outbound calls. Our business relies on this program to make sure that our customers are taken care of, questions are answered and calls are logged. This program allows agents to service customers and then get the …
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Customization

We've been able to customize it to show the different departments and their call queues. It has been nice in displaying the different areas and the agents in those areas. We are able to see who is logged in, on a call, unavailable, or not logged in. It is nice how you can customize the board …
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Customization

Having personalized call scripts have been amazing for our customer service advocates. They are able to communicate more effectively with the customer about any situation that arises. They are more confident in the answers that they are providing to the customer and they are able to research the …
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Customization

I personally have not had any options to customize the platform that we use, but our management does appreciate any and all feedback we have given. I like being able to see when my coworkers are on break or what status they are in as it is helpful if I go over my needing to go to lunch or break.
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Customization

Studio is a fantastic application and having worked with many scripting tools for CCaaS solutions, I can say it is my clear favorite due to its flexibility of it. It is intuitive, has a drag and drop interface (which many don't!), and allows you to hook into pretty much anything with an API - as a …
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Customization

We do not have this option for our system yet but feel this should be included in basic packages if it is a premium for more of a end result best result. They are considering doing and feel if you did do this is would be helpful and feel give you a more advatge of this over your compeitores and …
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Customization

We have created customized reports, we also have scheduling done using Impact 360, we have all our skills and lines of business in the Incontact application, this facilitates the user onboarding and user management in a successful manner. This has had a great impact on the business as it minimizes …
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Customization

We are currently working on a customized chat platform based on NICE CXone. The results are very good and can't wait to launch the software in the first quarter of 2022. It offers a very good and detailed list of customized reports and hopefully, it will help us track the progress and integrate it …
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Customization

It has been a positive impact to our representatives goal and key performance indicator, having a dashboard and being able to know what happens or if an agent was logged out when this was not approved by management nor the real time data analyst. We are also able to track if there is any call …
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Customization

The dashboard is very helpful when it works. Pulling past calls is super easy and that saves me a lot of time vs Calabrio. Call history also has screen share which is a massive help. (although, it doesn't always pull screen for every call) The custom routing is nice cause we can do state by state …
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Customization

NICE CXone is used to populate a client's account number, name, phone number, litigation type ( e.g auto accident or slip and fall) and it also gives the clients status. For instance, if they have hired our firm, if they need to be qualified, etc. It makes it easier to know how their call should …
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Customization

We're able to see each agent's report and also to monitor calls from this one location. The ability to be able to send and watch stats.
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Customization

I haven't had the chance to do modifications on the app as I am a user, not an administrator but we recently introduced customer surveys, and thanks to NICE [CXone] the response rate has been good.
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Customization

We have personalized email signatures as well as quick replies with customizable fields for names. This keeps things running quickly and smoothly and keeps responses to customers all the same so they are not getting incorrect info.
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Customization

Yes, I have been making and using the Custom Report scripts but in my opinion, it should be easier to use. It is very difficult for new users to create personalized reports as they have to understand the complete web app. There is no help in preparing customized reports.
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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

(51-75 of 546)
Companies can't remove reviews or game the system. Here's why
November 10, 2021

My thoughts using NICE CXone for customer service and sales.

OG
Oscar Gaitan
Customer Service Representative
Apple Leisure Group (Leisure, Travel & Tourism, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
9
The reporting capabilities of NICE CXone are great overall. While some extra features could be included here and there, in general, there is not much room for improvement in this area. The ability that NICE CXone provides to create customized reports is something everyone in our organization utilizes and appreciates very much.
November 09, 2021

If it isn't broken don't fix it. Very happy with the software.

Verified User
Employee in Customer Service
Insurance Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
The dashboard has not given me one issue. I am able to look up my customer's info and not worry about it taking forever for it to come up. the search bar is easy to use and very useful. It cannot get more simple than that really I am able to look up a customer with any info really quick.
November 09, 2021

Overall user-friendly service that seems to produce happier clientele.

Verified User
Employee in Customer Service
Consumer Services Company, 1001-5000 employees
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
7
I have not personally used the program to create or customize out-of-the-box reports, export reports, access to real-time dashboards, etc so I cannot fully speak to the ease of use nor the resulting product. From what I can see from my perspective it looks like the feature offerings are robust and meet the needs of my current company.
November 09, 2021

NICE CXone allows Agents to do job efficiently and effectively

Verified User
Project Manager in Customer Service
Telecommunications Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
8
It allows reports to be run on a variety of different categories, it allows us to see which dispositions are being used and which aren't being used. This program is critical in getting our customers the service they need.
November 09, 2021

Amazing Product!!

Verified User
Employee in Customer Service
Automotive Company, 501-1000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
7
The detailed reports that this platform provides give us the information needed to find out where more training opportunities can be integrated into our program. It also shows the efficiency of agents.
November 09, 2021

All of the analysts can't be wrong - It's a leader for a reason!

Verified User
Consultant in Sales
Telecommunications Company, 51-200 employees
Score 10 out of 10
Vetted Review
ResellerIncentivized
Reporting Capabilities
10
CXone reporting is extremely powerful with a variety of options. You can use standard, pre-built reports. You could create custom templates. Or, you could download the raw data via data download or pull it via API into a BI tool that you may have. you can schedule reports on the platform too and there are real-time dashboards too.
November 09, 2021

A swiss army for contact centers and general service businesses

Verified User
Administrator in Information Technology
Telecommunications Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
The report capabilities of inContact are pretty much what you'd want if you have a company with over 50 employees, you can even schedule the reports to be sent out on a timeframe, that would be hourly, daily, weekly, monthly. You name it. Love the dashboards and being able to see everything in real-time. Also, love the ability to be able to help the reps without having to go to them.
November 09, 2021

Aim for the best

Gabriel-Mădălin Nițu | TrustRadius Reviewer
Gabriel-Mădălin Nițu
Channel Marketing Specialist II
Honeywell (Marketing & Advertising, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
7
I am very pleased with how the reports are being generated and I look forward to discovering new ways of doing things. The software is very complex and it takes a lot of time and patience to discover all the capabilities. I would love to have corporate training on this platform.
November 08, 2021

NICE CXone is the best

EC
Erix Castro
Supervisor
Startek (Consumer Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
10
NICE CXone (formerly NICE inContact)’s is very useful when it come to reporting capabilities, we are able to know the average handle time of every contact and every representative on the enterprise, we are also able to have a real time dashboard in order to have a better control of each team individually.
November 08, 2021

Does the hard stuff but cant do the simple stuff well

GW
garrett workman
manager
eHealth (Insurance, 1001-5000 employees)
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Reporting Capabilities
8
You can make a custom report easily them which is great. The real-time part lags so much and refreshing takes ages (I have google fiber.) The dashboards are easy to create and alter. The dashboards can easily be shared which means less duplication of work and gets everyone on the same page
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