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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

I do like that inContact allows me to create customized reports and easily pull calls to listen to. I haven't personally seen it used in our organization to provide our agents with personalized call scripts. However, if the feature is available, I would imagine that this would be a valuable asset …
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Customization

NICE inContact CXone provides us an option to gather all the reports we need especially if we need to track down some calls to be used in a meeting. We can easily download any calls without the hassle of clicking all the prompts. There's also an option to play it on any phone number so others can …
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Customization

As a quality lead, I've been using this tool to identify, analyze, and scrub any escalation or low-score alert based on the survey. It also helps engineers in providing/raising feedback as this option is available in the tool. We'll now use this report to check and calibrate the reports based on …
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Customization

We were able to 1st replicate previous report formatting completely for continuity and then build new ones to fulfill needs we didn't even have before. Clients appreciated the new stats a lot.
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Customization

We had tried customizing the reports but it's very tedious since it is not user-friendly and does not provide a clear definition. It's taking us some time to filter searches but it's not giving us satisfactory results, therefore affecting our efficiency in managing work and researching things.
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Customization

To overcome the lack of trackability for call transfers, we have built our own report to backwards-engineer where a call comes from and can there identify if the call was a transfer. We have custom scripts for times of high volume, training, and now a pandemic. We also have to build a report in …
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Customization

Unfortunately, I do not have those responsibilities. I am just an agent. I am limited on what I can do on shift while using Nice inContact. If I had the ability to do so, I would customize it to the fullest so us the agent can see what is our call statistic and see if we are on track.
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Customization

I'm not in a position that would facilitate these changes, however, as a user, the customizable features seem very handy as there were many features that were not required for my role, but the key ones are able to be implemented.
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Customization

We have our own CMS or Call Monitoring Dashboard. That way, we can easily check how many calls waiting we have so we can answer it ASAP. We can also easily pull up reports regarding the timecard or call history of our members. Our quality analyst can also review the calls since there is a …
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Customization

The tool allowed us to greatly customize our CSR live-monitoring. We can quickly see how the entire call center is doing, as well as individual team dashboards. Additionally, we have it set up to quickly show us when a CSR is in a Release Code that indicates they are not able to take another …
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Customization

We were able to customize our scripts. This was key for us because we have two different user groups using the software. We were also able to divide the system to some degree into two groups so that we can have separate areas to work. The old system was harder to do this in and would cause issues.
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Customization

We have created different report options based on call dispositions and tags to provide call data to our clients to track the origins and topics of our calls. This has aided our ability to demonstrate to clients what work we are doing for them. We added pop-ups that correspond to both inbound and …
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Customization

I have chosen the data I wish to focus on. Removing the data I am not interested in has made things easier to see. I like being able to adjust the information displayed on my dashboard including the size and position so we can keep a closer eye on particular queues over other queues.
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Customization

The direct changes I have seen to inContact are primarily with call dispositions, which is a metric for classifying or reporting calls. We try to label our calls accurately to report how many calls of each category we receive on a given day. It's not an exact science, but it's usually easy to …
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Customization

I personally haven't had to do much customization but I see all the customized reports our team has created. So I see how useful it is to them. I don't know what kind of impact this has had on the business.

But the focus is to drive effectiveness & efficiency. And, returning from several COVID …
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Customization

I have done a dashboard and this provides a report on our team's current status, if a call is waiting, who is next in line, the statuses of the team members, and our SLA status. My managers can see a glimpse of this so they can know what the current status of the team is.
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Customization

We have customized dashboards to view customer service representative status of availability. This helps to ensure that we have customer service representatives available to assist customers during operating hours. It has also been extremely helpful to ensure that we have appropriate levels of …
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Customization

NICE inContact has allowed us to customize each team's usage and which customization options are suitable for them. inContact allows for management to easily collect data from the systems usage and compare results achieved. These features enable management to report to our clients as well as hold …
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Customization

This is really important and I feel like your sister made this very easy. It allowed us to make a lot of adjustments, especially when we had team changes. It made it easy for us to break up our teams into different groups as well based on special skills they might’ve had, which makes it easier to …
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Customization

We have both - personalized call scripts have helped us stay connected with customers on frequent business changes, hour changes, etc.
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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

(376-400 of 552)
Companies can't remove reviews or game the system. Here's why
October 16, 2020

NICE inContact CXone Review

AR
ALEJANDRO Ramirez VILLELA
Lead Commercial Excellence Admin
Honeywell (Business Supplies & Equipment, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I love how easy this is to use. I love the fact that I can make warm transfers in a very easy way or even conferences with clients and their departments. My only problem is that every day this is the first software that I open and it takes ages to start. I mean, it is just a bit annoying to have to be earlier than normal because the program has to be opened literally 10 mins before you start using it.
October 16, 2020

Great product!

Verified User
Administrative Assistant in Customer Service
Government Administration Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
All elements are easy to use with minimal training. The system is highly intuitive and the initial setup, as well as maintenance and modifications, is easy to train a person on. New employees typically only spend 10-15 minutes on NICE inContact training before they are ready to use it to take and place calls.
October 16, 2020

Very Comprehensive just takes some adjusting

Verified User
Consultant in Information Technology
Financial Services Company, 10,001+ employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Usability
7
There are some areas of improvement in the software overall but it is very rich in the information that is provided and available to use. A huge factor is getting users acclimated to the system which will change how we view the information and the experience overall. As we get more familair with the system the varied ways that we use it will be remarkably different and improve the experience.
October 16, 2020

A daily user's nice review for NICE

Verified User
Account Manager in Sales
Financial Services Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
The application is easy to use. I would recommend it to any call centre business. It has a few quirks that can be improved, which is why I can't give it a 10. But those quirks aren't deal breakers, and can easily be fixed with a few updates. The overall usability is great.
October 16, 2020

Great tool to get the job done

Verified User
Analyst in Corporate
Hospitality Company, 5001-10,000 employees
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
The real-time status capabilities make up for opportunities in the realm of reporting. It's simple to use and provides the ability to create dashboards to view the status whether current or historical. Dashboards can be saved and shared across the enterprise. I would like to see the ability to clone a dashboard that someone else created and modify it to my needs.
October 16, 2020

NICE inContact CXone Review

Verified User
Employee in Information Technology
Information Technology & Services Company, 5001-10,000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
The GUI for inContact is amazing. It's very user friendly. On my first day using the application, I was able to figure it out pretty quickly.
October 14, 2020

NICE inContact CXone Review

BW
Bridget Washington
customer service supervisor
Toyota Financial (Consumer Services, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I give this a rating of 9. Overall, it's a great system to conduct research to track production and the agents' time for signing in and out. The only thing I would change is that it's not easy to find the agents' lunches when doing time adjustments and the time does not transfer over to our time clock.
October 14, 2020

My NICE inContact CXone Review

LA
Luis Arguelles
Technical support specialist
Trimble Transportation (Information Technology & Services, 201-500 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
10
The overall usability has been a great experience. It is very simple to use, anyone new to it can understand to use it within a week of using NICE. As stated before, it's nearly perfect and if there are more features that can be added to it, then I don't know what else to say since it is working fantastic at the moment.
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