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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

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

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

(126-150 of 552)
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November 02, 2021

NICE CXone is more than nice, its GREAT!

Verified User
Employee in Sales
Insurance Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
NICE CXone is much smoother and more responsive than other interfaces I have worked with in the past. Its general organization and response time are really pleasant and appreciated when working in an environment that takes call quality and time management seriously, and that, as well as NICE [CXone] being easy to navigate and use, makes it a great application.
November 02, 2021

The best time management software to date

Verified User
Employee in Customer Service
Government Relations Company, 501-1000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
It can be used for a variety of tools such as Clock in sheets, Call managing, and Call transfers. I would say the two I use the most would be Clocking in but Call managing is very useful as well and it made it easy to transfer calls to a higher tier of agent.
November 01, 2021

NICE CXone Review

Michael Riley | TrustRadius Reviewer
Michael Riley
Pharmacy Technician
Evolent Health (Insurance, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
Because I believe this application is very easy to use. As I said previously, I would have given it a 10, but the agent leg disconnects without our knowledge, and calls are refused because of this and this does affect our call quality score total. If there was a way some sort of sound could be placed when the agent's leg does disconnect for an agent, this would be most effective.
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
Usability
8
NICE CXone is a robust system with very logical and practical features. It does lack some stability in the different areas. So some crashing and other flaws will not allow me to give it a perfect rating. The features that it excels at are definitely deserving of an 8 out of 10. The system is highly flexible and very scalable deserving of a score this high.
November 01, 2021

Good software with more pros than cons (experienced as a user, not as an admin)

Verified User
Engineer in Customer Service
Computer Software Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
NICE CXone is a very good software to use and customizable for everyone's needs. This can also be a con of the product or experience as one that is hard to master. Overall, this product has much more pros than cons which makes it one to be advised to use.
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
Usability
10
NICE CXone (formerly NICE inContact) has a great user interface, it's super intuitive and friendly even for very new users, and for those that are not tech-savvy, this is very important for a large and diverse group of users because it reduces the overall learning curve and allows them to improve their productivity.
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
Usability
9
NICE CXone is intuitive and user-friendly. There is also a rather helpful help guide in each module of the platform, and often a google search leads to communities of users who answer questions. It is easy to switch between the various modules of the system (admin, ACD, reporting, WFM, etc.) all with one single login. Setting up new users is also a breeze.
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
Usability
10
I have zero complaints, I've been working for over a year with the software and its usability is unparalleled, it has only boosted my work performance and not once have I felt like the tools provided are hindering my workflow but only helped me be more efficient and effective.
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
Usability
9
It Works. It has a handy user interface which makes it easy to use and implement even with new teams. It has consistent performance and connection reliability, meaning there are few times when manual corrections are needed. Reports are accurate and useful due to the consistent performance and anyone can understand them.
November 01, 2021

One of the best, NICE CXone

TW
Torie Walker
Mortgage Consultant
Wyndham Capital Mortgage (Banking, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
I rate it a 10 out of 10 because NICE CXone does the job that it's meant to do. Its simple efficient and straight to the point. It removed some of the stresses of my job. I'm able to relax and let NICE CXone do the dialing for me.
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
Usability
10
It's so easy to use. While sometimes we have to log out and back in due to mic technical difficulties, we never drop calls and the user experience is easy to track with tracking tools and such provided by NICE CXone.
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
Usability
10
The software is the best I have ever used in my fifteen-year career history. I have used several dialing software but NICE CXone is amazing in how it effortlessly contacts our customer's in a very efficient and effective manner. The controls and interface are very easy and clear to use.
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
Usability
10
I've been working with customers services apps and without a doubt, this is one of the nicer apps out there, easy, friendly, efficient, even easy to call another department. Just keep updating the app and it will survive a long road without the app dying. Keep up the good work.
November 01, 2021

Don't Be Stingy.

Verified User
Employee in Sales
Transportation/Trucking/Railroad Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
Great replacement to the old service used. NICE CXone hasn't locked up much like the old phone service my company used in the past. NICE CXone being so lightweight has freed up resources on my computer so multitasking hasn't slowed down as much or been affected. A lot easier setting up/logging in at the start of this shift, ends up less time waiting for programs to start.
November 01, 2021

Sales

Verified User
Representative in Sales
Pharmaceuticals Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
It has positive features useful for growth, the quality of the call or dropped calls may impact our interaction sometimes.
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