Overview
Recent Reviews
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Popular Features
View all 22 features- Warm transfer (483)8.787%
- Inbound call routing (467)8.686%
- Agent dashboard (510)8.686%
- Call tracking (463)8.585%
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Pricing
View all pricingEntry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Features Scorecard
Contact Center Software
Workforce Optimization (WFO)
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.
Omnichannel
Analytics
Workforce Optimization
Automation & AI
Workforce Intelligence
Open Cloud Foundation
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
NICE CXone Video
NICE CXone Integrations
NICE CXone Competitors
NICE CXone Technical Details
Deployment Types | SaaS |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Supported Countries | USA, Canada, Mexico, UK, Brazil, Japan, India, Western Europe, Australia, South America |
Supported Languages | English, Chinese, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish. |
Frequently Asked Questions
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Reviews and Ratings
Reviews
(1-25 of 546)- Popular Filters
Great for First Time Caller Employees
- 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.
- 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.
NICE CXone the best!
- 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
- Friendly user
- Scheduling call backs to our clients
- Easy to navigate even during a call
- Alert or notification when a scheduled task is due
- More theme colors to choose from
- I've encounteted disconnected calls a few times even when I have good connection
NICE CXone (formerly NICE inContact) Review
- Easy to use
- Include a high variety of options for reports
- Built in apps
- Connectivity
Nice Nice Survey
- Inbound calls
- Outbound call
- Auto dialer
- Improper Display
- Sound Quality
- Device make
Don't think twice, try NICE
- 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.
Best Recommended Tool ( NICE CXone )
- 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.
Perfect for you.
- 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.
Nice CXone Review
- 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.
The most honest review I can contribute
- Auto dialer.
- Inbound call.
- Outbound call.
- Choice of color.
- Choice of tone.
- Realtime update of status.
Nice to Use!
- 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.
Excellent communication tool with clients
- 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
Kudos Nice CXone
- 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
There is a reason they called it NICE
- 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.
The most efficient outbound calling experience I've used to date!
- Name displaying
- Snappy design
- Answering machine recognition.
- Displaying titles (ex. Mr./Mrs.) before call is picked up.
All the nice things about Nice!
- Login is easy.
- Easy time keep.
- Simple to use.
- Password remembrance.
- Be able to have it on desktop.
- A place to set an alarm for breaks and things.
System bites
- 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
NICE CXOne is all you need to grow up as a formidable company
- Tracking your contacts.
- Keep you updated about your queues.
- Easy to use and friendly interface.
- Almost everyone can use it.
- Custumization.
- There are some bugs that can be fixed.
- Calls are coming laggy sometimes.
my experience with a new unified tool
- 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
- 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.
Reliable. Innovation. Quality.
- 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.
NICE CXone Review
- 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.
All good!
- 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.
User friendly auto dialer
- 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+