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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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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)
    8.0
    80%

Reviewer Pros & Cons

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Pricing

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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 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

7.9
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 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

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 9.2.

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

(831)

Attribute Ratings

Reviews

(1-25 of 552)
Companies can't remove reviews or game the system. Here's why
March 01, 2024

NICE CXone.

Score 10 out of 10
Vetted Review
Verified User
Incentivized
NICE CXone offers a very intuitive interface that is easy for our customers to understand in a short period of time and easy for us to administrate. All tools like Admin, ACD, Reporting, and Analytics are very user-friendly, and with little training, customers can reap the benefits of the tools.
February 29, 2024

NICE is Great!

Score 8 out of 10
Vetted Review
Verified User
Incentivized
NICE lives up to its reputation of being a self-service phone platform. Requires little to no IT involvement to operate.
Kahlan Alexander | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
NICE CXone is a powerful tool that provides the manager key insight into the performance of there frontline worker. It's ease of schedule management and ability to build large reports in short amounts of time is key to providing agents with real time feedback.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I'm always able to locate the data and information I am searching for when I need to pull interactions for review. Making/receiving/transferring calls has always been very easy to do as well.
August 23, 2023

Glitches galore

Score 3 out of 10
Vetted Review
Verified User
Incentivized
I am thankful for this platform as it again did upgrade us from using landlines, but we do not have room for glitches when our calls can be the difference of life and death
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The Nice system is very user-friendly and the configuration is easy to understand. We can easily access it with basic training and knowledge and simply the call distribution functionality is very accurate and work accordingly to the exact design. Also, the support from the technical team is really good and more responsible.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The web client is very easy to use and works via any internet connection.
The reports are easy to customize and target the statistics you need.
The call scripts and web client can handle just about any business need or user case and have the ability to efficiently handle all inbound calls.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Managers and also agents are really satisfied with tool we use. Everybody use specific usability - agents performance, customer satisfaction, dashboards;.. we know that CXOne has a lot of possibilities for us to improve, but currently we use it as a MVP solution and we will see what future bring to us.
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