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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 552)
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
Usability
9
Overall NICE CXone is simple, effective, and flexible. It suites our needs for providing sales and customer service without many drawbacks. As for any issues, the only things we believe can improve are some technical issues such as when transferring calls or receiving callbacks; at times these fail to reach the client.
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
Usability
10
Super easy to learn and use. I have not seen anyone not understand its overall functionality. very self-explanatory does not need much training to know where to go and to be available to take calls. at my last job I needed a good 15min just to get all the programs, I needed up and running and ready. here it takes me no more than 2min to be ready. which helps ensure I'm on time and available for my job and for my customers.
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
Usability
6
The system has a lot of great features such as call routing and customer satisfaction features. The overall usability for staff is hit or miss. The program logs itself out frequently and errors out a lot. I would work on the VPN compatibility issues. Over quality of the calls themselves seem to be good.
November 09, 2021

NICE CXone is the future of contacts

JP
Jose Perez
Technical Specialist
KM2 Solutions (Consumer Services, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I might say is a great tool and easy to use, the great part of it is that is multifunctional and helps to make more than one activity at the same time. In our case, it helps us to send surveys to the customer, get reports, collect data and receive contacts.
November 09, 2021

Enjoying NICE CXone

Verified User
Analyst in Human Resources
Information Technology & Services Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I really like the overall usability, but I want more ways to be able to customize views and know for sure what I'm looking at.
November 09, 2021

Not the best, not the worst

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Usability
6
Not very intuitive on how to find certain settings or options. There are lots to choose from and if you use it for the first time then you are kind of on your own and lost unless you have someone helping you and walking you through how to use it.
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
Usability
7
It is very user-friendly. The integration of several different tasks makes this platform a valued asset in the world of customer service.
November 09, 2021

I recommend

Verified User
Employee in Customer Service
Information Services Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
It has common bugs like static and occasional sound issues. I also wish we could copy and paste in the customer put in the system. But overall it is a huge improvement and will only keep getting better, I'm sure.
November 09, 2021

a NICE CXone Review

MS
Maren Schmitt
Res Coordinator III
Walmart eCommerce (Consumer Services, 10,001+ employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
8
It is fairly easy to use and helpful for contacting customers especially with the quick reply option for chats or calls. I give it a rating of 8 because while it is helpful, there are times when it doesn't meet expectations and doesn't load or process calls correctly, and the customer gets a negative experience.
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
Usability
9
I gave it a 9 because I feel MAX is showing its age and also because I feel the Zendesk agent interface is lacking as opposed to what was built for Salesforce. However, Studio is amazing and so is User Hub - it is easy to use and quick to make changes.
November 09, 2021

NICE CXone Review

Verified User
Advisor in Customer Service
Business Supplies & Equipment Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Usability
4
Could do with improvements after filling out this survery I realized my company doesn't have most of the features which could have been easier and helpful for us to use in this moment of time I feel they need to do more to get more of these features in our system.
November 09, 2021

Quality with NICE CXone

Verified User
Employee in Customer Service
Research Company, 11-50 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Usability
9
I would rate the usability a 9. Overall, the process with the MAX phone system has been rather smooth. Although I experienced minor technical issues, the troubleshooting steps that my department used were easy and turned out to be successful. Occasionally we experience minor hiccups, but it isn't anything too troubling or difficult to fix.
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
Usability
9
The quality of a user's experience when interacting with a product is well defined and the software offers a friendly experience. It is very well suited for our needs and we are still discovering new ways to automate and make our job easier. I would definitely recommend this software.
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