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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 552)
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
Usability
7
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
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
Usability
10
Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
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
Usability
10
Aside from NICE CXone, I've experienced using different softphones but it is the best so far. The color and display are quite attractive compared to other brands, it is more user-friendly and it is not hard to navigate the tool. Easy to log in and log out as well and set up is one time as well.
June 30, 2022

NICE CXone (formerly NICE inContact) Review

Juan Veliz | TrustRadius Reviewer
Juan Veliz
Customer Service Representative
247 Intouch ICS (Consumer Services, 1001-5000 employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
NICE CXone (formerly NICE inContact) is a [really] useful multiplatform and compatible with other external applications. Still, it does have room for improvement when it comes to connectivity as it can easily [slow] down with a [weak] internet connection.
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
Usability
10
On average, we are grateful that our company provides an excellent choice in getting an auto dialer software. This helped us to expand the business needs and also employees working satisfaction.
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
Usability
10
Nice inContact is very convenient and easy to use. Everybody would be able to manage it easily, especially the beginners. In other words, Nice inContact is user friendly. The user can easily understand and learn its features and it is very simple. Everyone would love to use this tool for sure.
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
Usability
10
We would highly recommend Nice CXone for its overall usability. It's easy to navigate, user-friendly, and has a simple interface. We were able to customize our software according to our needs of the business. Transferred call to the right department for further assistance. No interruptions and we were able to communicate with our clients effectively!
March 17, 2022

Kudos Nice CXone

Verified User
Consultant in Sales
Telecommunications Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
I gave this rating because Nice CXone is a reliable tools for the business. I can't think of a negative impact anymore.
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
Usability
10
The simple design of the NICE CXone system of tools is a big reason why it works as efficiently for me and my coworkers as it does. Everything is laid out where you would expect and as such, the training process took me considerably less time to complete than previous systems I've worked with in past roles.
January 13, 2022

System bites

Verified User
Employee in Customer Service
Transportation/Trucking/Railroad Company, 5001-10,000 employees
Score 1 out of 10
Vetted Review
Verified User
Usability
1
it doesn't work for our department at all
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
Usability
9
I give it a 9 since nothing is perfect in this life, however, NICE CXOne manages to be a good software for a daily basis job, and company like the one we share here; it's friendly and its software allows us to deliver a good product, service, and satisfaction to our customers, staff and co-workers.
December 04, 2021

Reliable. Innovation. Quality.

Verified User
Manager in Sales
Information Technology & Services Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
I believe it's the best out there. With 99.99% uptime and has a build-in redundancy, this gives us the confidence that the platform is secure and reliable.
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
Usability
10
I give NICE CXone a high rating simply because of how easy their systems are to use. While I do have complaints or gripes about the call evaluation system (Engage), their products enable our call center to function efficiently. I also like that it provides a good experience for our representatives in the sense that it's not hard to use compared to systems that other call centers use.
December 04, 2021

All good!

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
It is very usable. We have a lot of tasks, we can do multitask at the same time for that reason we have a better performance at our service level because can handle calls and e-mails or chats and e-mails. Also, we can decide how the queue is going and put on priority one to some technicians.
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
Usability
10
It is super user-friendly, when it comes to business products if something is not user-friendly it makes it really hard to want to use long-term when no one can figure it out. NICE CXone is super user-friendly and all of the employees love how easy it is for us to get going and running for our day.
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
Usability
8
It is good in most cases, but I feel it has been having connection issues lately. I have felt that the connection issues [are] a big deal because sometimes I am not able to make calls, and that can be very unpleasant, but at least it is not very common to happen, and it does not last very much. But apart from that I really consider it to be very helpful in all other ways.
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
Usability
9
It does what it needs to do. I only wish that we had more specific organizing options and that I could choose the color of the page to reduce strain on my eyes or just for fun. Overall this product is really useful and I have never had any major issues or concerns with it.
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