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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

This is another thing that's beyond my pay grade. I just use the system to facilitate my own work. Outside of the small issues mentioned earlier, orange text and so forth, the system works fine. However, I would welcome the ability to customize certain aspects of InContact.
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Customization

To be completely honest, I haven't used NICE's customization features. Because it already comes well set up and equipped for success right from the start, I didn't find the need to customize anything. It really is that good!
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Customization

I come from an Avaya and Nortel background and I found that reporting has not been to the level I was used to. Asa result, we have had to customize nearly every report to show details that are more easily understood by business management. This has taken considerable effort to produce and …
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Customization

My NICE CXone is already the way the company leaves it because I'm a technician. Because I make several calls a day I've made numerous scripts for several different cases that I deal with. My closest colleagues also did the same thing for better performance and faster to the customer.
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Customization

As far as customizing the platform myself I haven't directly made any changes. However changes/customizing has been done per my input thru my team manager These changes have been a great help as far as call tracking.
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Customization

I don't get a chance to customize the software because that function is above my position, as a team lead I can ask the managers to look into customization of certain functions. I've seen some of our requests get processed.
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Customization

I have not personally customized the platform; however, it was customized for our company which meets our needs and was very well done.
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Customization

I have not personally been able to customize the platform but my manager has, and I love that I am able to see my performance and monitor my efficiency everyday.
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Customization

We have personalized scripts that agents are able to change or modify to fit their needs. It is very easy to maneuver and user friendly for some staff that is not fully attached on to new applications on the computer system. Each reports shows each employee stats and that is very easy to …
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Customization

We have customized it to meet our needs. We take incoming calls from both internal and external customers and have customized it so each department has their own queue. It has worked perfectly. We couldn't be happier with the results. As I mentioned before, it was a seamless transition. We are …
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Customization

Only positive impact, as it made reporting easier, leaving more and more objective and with a different view from the others. So bring highlights in our customer presentation. It also highlights the image of our company with new opportunities for growth within our institutions.
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Customization

I believe that custom call scripts are being used in the company, which is making the work much easier, agile and practical. The impact it had on the company was that the calls were much clearer, making our work excellent and so we were able to solve customer problems.
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Customization

As I am only part of customer service, I do not work in this specific sector to customize the tool. I can only give my opinion regarding the operation of the tool, which has improved, for example, the issue of completing calls. In the old tool, when dialing the numbers, was trying to look for the …
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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

View all alternatives
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Reviews and Ratings

(830)

Attribute Ratings

Reviews

(201-225 of 552)
Companies can't remove reviews or game the system. Here's why
June 23, 2021

Great product

Verified User
Administrative Assistant in Other
Telecommunications Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Usability
8
Because I'm very happy with the results. I must say that I already said everything that I have to say about this app. There are definitely too many questions. But ok, I'll keep saying. The app is great. You should implement it on your company if your goal is to grow.
June 22, 2021

Easy to use call center, lacks in features

Verified User
Administrative Assistant in Other
Insurance Company, 201-500 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Usability
7
While the interface is easy to do, it does not fare so well on the technical side as our organization keeps running into hardware incompatibilities that only seem to appear in NICE CXone, and not in other web based applications that use audio.
June 21, 2021

Hybrid work environment

Erin Pratl | TrustRadius Reviewer
Erin Pratl
Inside Sales Representative
All Covered (Information Technology & Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
NICE CXone has made it so easy to work from home and then work in a hybrid (from home/work on opposite days) environment. I can still get my job done no matter where I am which has been amazing during the COVID 19 Pandemic. NICE CXone kept my coworkers and I working seamlessly the entire time.
June 19, 2021

NICE CXone, call center powerhouse

Verified User
Employee in Customer Service
Telecommunications Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
NICE CXone is very user friendly, provides a big array of tools to managers and IT team to tweak the parameters in order to obtain better results, and most of the time this can be done without the need of changing code or reaching out to higher tech tiers which wastes a lot of time.
June 19, 2021

Good and not so good aspects

Verified User
Representative in Customer Service
Environmental Services Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
6
Lower rating due to the amount of time I am away from the phones trying to get our IT team to fix why calls are not being routed to me. Unhappy with the performance in that area.
June 18, 2021

Great site

Verified User
Representative in Customer Service
Financial Services Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
The site is very easy to use. Once you log in, it is very self-explanatory. I enjoy the format. I would recommend this site to anyone who needs a service like this for their own workplace. It helps you accomplish what you need done, and does so in an easy-to-understand way.
June 17, 2021

Nice, advanced, and agile

Caio Cezar | TrustRadius Reviewer
Caio Cezar
Técnico de prenvenção a Fraudes
FIS (Fidelity) (Banking, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
The layout is very intuitive, and the system connects with links quickly. For those who use email, it is possible to send it directly from the tool, and for those who use text messages, it is also possible to send them directly from the tool. Furthermore, everything is integrated with the scaling, monitoring, etc. systems.
June 17, 2021

My Nice CXone truly is number One!

Verified User
Employee in Sales
Telecommunications Company, 51-200 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I am giving this rating for Nice CXone because this platform is quite user-friendly. It is easy to navigate and get where you need to go with just a few clicks of a button. It is simple even for employees who have never had any experience in this area.
June 17, 2021

Great usage great product

EO
Edward Oberlton
Quality Service Specialist
Alacrity Services (Insurance, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
June 17, 2021

More efficiency for your company.

AG
Ana Gomes
Tecnico de Prevenção a Fraude
FIDELITY (Telecommunications, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
NICE [CXone (formerly NICE inContact)] is a great and safe tool for the entire company, but it still needs some adjustments like not needing to put the country code before every call, but putting everything together, NICE [CXone] surpassed expectations.
June 17, 2021

How nice NICE IS!

LS
lindsey smith
Call center Operator
Senture (Telecommunications, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I give [NICE CXone (formerly NICE inContact)] a nine out of ten because it is super fast, very reliable and very organized. With NICE i am able to easily contact my clients and help them with applications or any questions they have. NICE [CXone] also lets you know how many callers are in the queue so you can be prepared.
June 17, 2021

Overall sense of ability to utilize this product

Verified User
Representative in Customer Service
Government Relations Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
[NICE CXone (formerly NICE inContact)] is easy and not complicated to use. It allows for the employer and employees to use and utilize what it has to offer. The overall usability is good and in most instances anyone could use this without having any hesitation or willingness to use.
June 16, 2021

Perfect for your company

GA
Gustavo Araujo
Tecnico de preveção a Fraude
FIDELITY (Telecommunications, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
[NICE CXone (formerly NICE inContact)] is very fast, practical and agile. For those who are in doubt whether or not to use NICE [CXone] I can say that it is a great choice for your company or for your personal use[.] You can be sure that it will greatly facilitate the work of your employees or your own work.
June 16, 2021

My Day to Day with NICE

ShaKira Carroll | TrustRadius Reviewer
ShaKira Carroll
Service Technician
Alsac St Jude (Information Technology & Services, 501-1000 employees)
Score 7 out of 10
Vetted Review
Verified User
Usability
8
I gave it a 9 because the tool is very user friendly. We are able to sign into the queue daily with ease, take calls, and monitor the queue as we talk on the phone. The metrics aren't hard to read and I can sign in/out with ease. The system is hardly ever down, and it rarely ever crashes.
June 16, 2021

NICE CXone Review!!!

KL
Kyle Lewis
Customer Service Rep
Mutual of America (Financial Services, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
The app itself is very easy to use, it is mostly straightforward and makes what I need to do a lot easier. With that said, when you dive deeper into the app's features, there are many detailed features that are available to use. The breakdowns of available/unavailable times is very useful as well.
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