NICE CXone

NICE CXone
Formerly NICE inContact

Customer Verified
Top Rated
About TrustRadius Scoring
Score 8.6 out of 100
Top Rated
NICE CXone

Overview

Recent Reviews

NICE CXone the best!

10 out of 10
July 08, 2022
We use NICE CXone to answer inbound calls and make a call. It also would allow us to make a schedule for when to call back the client. One …
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Nice Nice Survey

10 out of 10
June 21, 2022
NICE CXone is the best running product. Previously we used Nice CXone for our inbound and outbound calls. Before, we used Cisco Finesse as …
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Don't think twice, try NICE

10 out of 10
June 07, 2022
NICE is the system we use to log into our soft phones. It is being used by our Retention, Education, and Contact Center departments. It …
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Perfect for you.

10 out of 10
May 02, 2022
We use Nice inContact as the tool for incoming calls and outgoing calls. Nice inContact is a very important tool for us because here we …
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Nice CXone Review

10 out of 10
March 31, 2022
I am currently a user of Nice CXone and I would say that all throughout we've used the system, it helped us a lot to call our clients …
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Nice to Use!

6 out of 10
March 23, 2022
It's being used to log in where we are at work. It's nice because we know whether employees are working after they clock in. It's used for …
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Kudos Nice CXone

10 out of 10
March 17, 2022
I've been using Nice CXone for two years now and I don't have any problem with it. We use it for doing follow-ups and inbound calls. Our …
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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
  • Warm transfer (483)
    8.7
    87%
  • Inbound call routing (467)
    8.6
    86%
  • Agent dashboard (510)
    8.6
    86%
  • Call tracking (463)
    8.5
    85%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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What is NICE CXone?

NICE inContact 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), and interactive voice response (IVR) system.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Would you like us to let the vendor know that you want pricing?

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Nextiva is a business communications platform that includes a VoIP solution, CRM software, BI software, cloud storage, phone and device rentals, email marketing automation software, and a contact center solution. These products can be purchased individually or together.

Product Demos

See CXone in Action
See CXone in Action
04:40

Features Scorecard

Contact Center Software

8.4
84%

Workforce Optimization (WFO)

8.5
85%

Product Details

What is NICE CXone?

​NICE (formerly NICE inContact) works with organizations of all sizes to create customer experiences that build deeper brand loyalty and relationships that last. With NICE CXone, a complete cloud customer experience platform, the vendor combines Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, to enable an exceptional agent and customer experience—every time and on every channel.


Key Features

Omnichannel
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Interaction Channels
Predictive Dialer

Analytics
Interaction Analytics
Reporting
Customer Surveys

Workforce Optimization
Workforce Management
Quality Management
Quality Management Analytics
Performance Management
Recording

Automation & AI
Workforce Intelligence

Open Cloud Foundation
CRM Integrations
UCaaS Integration
DEVone Ecosystem
RESTful APIs
Voice as a Service
FedRAMP


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 MAX - Digital InboxScreenshot of CXone MAX - Native ChatScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Customer ProfileScreenshot of CXone MAX - Agent SettingsScreenshot of Chat ProfilesScreenshot of CXone MAX - Agent Skills & ProficienciesScreenshot of CXone MAX - Manager PermissionsScreenshot of Consolidated Administration

NICE CXone Video

What is NICE in Contact CXone?

NICE CXone Integrations

NICE CXone Competitors

NICE CXone Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUSA, Canada, Mexico, UK, Brazil, Japan, India, Western Europe, Australia, South America
Supported LanguagesEnglish, Chinese, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish.

Frequently Asked Questions

NICE inContact 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), and interactive voice response (IVR) system.

Five9, Talkdesk, and 8x8 Contact Center are common alternatives for NICE CXone.

Reviewers rate Click-to-call (CTC) and Warm transfer highest, with a score of 8.7.

The most common users of NICE CXone are from Enterprises (1,001+ employees) and the Telecommunications industry.

Comparisons

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Reviews

(1-25 of 546)
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Score 5 out of 10
Vetted Review
Verified User
Review Source
  • Audio Clarity
  • Accuracy of call numbers
  • Very little bugs or issues with the software
  • Not a fan of the auto answer feature.
  • UI can be more user-friendly.
  • Transferring calls can sometimes be a hassle.
Jeffrey Fawcett | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Reduces training time
  • Combines several systems into one
  • Allows agent flexibility for work locations
  • Does not require much IT support
  • Provides detail reporting and tracking of agents statistics
  • Records all interactions
  • Work Force Management continues to improve.
  • Integration with Microsoft Teams would be nice.
  • Customer Sentiment works well and continues to improve.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • caller can request a callback
  • we can create a callback schedule
  • easy answer on inbounds
  • easy outbound process
  • all contact in the company are visible so it is easy to transfer to other department
  • sometimes it will show some error that we cannot answer calls
  • the rest is perfect
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Allows users to use digital phones.
  • It store[s] data to show work utilization reports.
  • It manages incoming and out[going] calls.
  • Volume control setting is defaulted when NICE is in use.
  • Sometimes certain areas are grayed out.
  • System lags sometimes, not often.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Auto masking once you click the Credit Card tab.
  • There's an option to put your reminder or call back details.
  • For our inbound, all the details are already provided once we accept or answer the call.
  • More improvement under "Agent Reports" like, Performance.
  • More features in the future to be added on Nice CXone.
  • Nice CXone is not that hard to use anyway for our outbound and inbound calls.
May 02, 2022

Perfect for you.

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Incoming calls
  • Outgoing calls
  • History of the calls
  • Make a schedule
  • Make it more faster
  • Add some more features like options or finding country codes when making an outbound call.
  • Make it more personalize like changing the background color.
March 31, 2022

Nice CXone Review

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • No bad connection in calling clients.
  • Easy to use and navigate.
  • Calls are easier to understand when using Nice CXone.
  • Simple interface.
  • They can add more features to customize the interface.
  • Add options to change font style and color interface.
  • Please add option to set a reminder for callback and meetings.
March 23, 2022

Nice to Use!

Score 6 out of 10
Vetted Review
Verified User
Review Source
  • Has different options for dispositions.
  • Uses phone number so it's unique.
  • Has small non-intrusive window.
  • It's hard to remember it's there.
  • Would be nice if it had its own label instead of being under the internet browser we use.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • communications with end user's of the product
  • chatting with multiple user's at once
  • calling them if required there is a inbuilt VOIP service.
  • UI design can be improved as tabs are small vertical they should be adjustable to communicate multiple clients
March 17, 2022

Kudos Nice CXone

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Outbound call
  • Inbound Call
  • Scheduling Follow ups
  • Whisper call
  • Lack of theme options
  • Pop up feature is good but can be inside browser too
  • Real time update if on break or if status is available already
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Inbound call management
  • Being able to queue Emails is amazing. Agents don't get to cherry pick emails anymore. Our members have noticed their questions are answered quicker as a result.
  • I have seen a few instances of calls drooping and its a bit hard to find the logs to troubleshoot.
January 13, 2022

System bites

Score 1 out of 10
Vetted Review
Verified User
Review Source
  • nothing
  • dropped calls
  • robotic-sounding to customers
  • static-laden phone call
  • slow
  • can't dial out when in e-mail
  • can't put more than one person on hold at a time
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • The tool is extremely dynamic as it replaced more than 5 tools
  • The tool is extremely fast, never crashed or lost connection
  • The tool is extremely simple to use, not requiring more complex training outside my desk
  • The tool could improve the layout by putting more color options
  • The tool could decrease its size to let it take up less space on the computer screen
Donald Mascola | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Dashboard view for overall visibility of the situation.
  • Call routing metrics.
  • Call recording and playback for coaching.
  • Reporting is somewhat clunky as I have found it difficult to develop custom reports.
  • Call recording retrieval is a multi-step process.
  • Salesforce connector has not been 100% reliable but has improved over time.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Real time reports
  • Easy to setup your customized dashboard
  • Robust reporting with about 300 metrics that you can utilize
  • There's nothing that I can think of right now.
December 04, 2021

NICE CXone Review

James Nelson-Guillen | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Provide software and technology that is easy to use
  • Products are easy to use but also robust with lots of features
  • Products also include analytical tools to identify trends
  • The call evaluator tool (Engage) can be slow to respond. Would be nice to have this application housed in Chrome instead of Internet Explorer.
  • Sometimes, not all call data is recorded, particularly screen captures.
  • Adding spell check features to email/chat functions would also be an improvement.
December 04, 2021

All good!

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Shows inContact status and time as available or busy.
  • Does not take to long to load.
  • I like the colors.
  • Shows a notification when a new contact is coming..
  • It is easy to log in.
  • We can monitor the agents status.
  • We can do live monitoring.
  • The way to navigate through inContact
  • How we transfer the contacts.
  • It should be easy for us if we can have a search option to look at a user directly.
December 03, 2021

User friendly auto dialer

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Filtering calls
  • Multiple list functions
  • Can display the call queue
  • Easy to use functionality
  • We need a secondary auto dialer to use it
  • Different colors as red and blue do not clash well
  • The ability to customize things a bit more
  • Have the exact number instead of showing 99+