Great for First Time Caller Employees
I used it to clock into our phones and reach out to internal users when we handled calls and cases. Employees would call through our IT …
NICE CXone
Top Rated
NICE CXone
Overview
Recent Reviews
Awards
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Top Rated
2022
Best of
2022
Best of
2022
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%
Reviewer Pros & Cons
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Jeffrey Fawcett
Director of Contact Center and Training
WineCountryGiftBaskets.com (Retail, 201-500 employees)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
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Product Demos
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.
Omnichannel
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Interaction Channels
Predictive Dialer
Analytics
Workforce Optimization
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
NICE CXone Video
What is NICE in Contact CXone?
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
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.
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 and Ratings
(756)
Reviews
(1-25 of 546)- Popular Filters
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July 22, 2022
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.
July 08, 2022
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
June 30, 2022
NICE CXone (formerly NICE inContact) Review
- Easy to use
- Include a high variety of options for reports
- Built in apps
- Connectivity
June 21, 2022
Nice Nice Survey
- Inbound calls
- Outbound call
- Auto dialer
- Improper Display
- Sound Quality
- Device make
June 07, 2022
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.
May 04, 2022
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.
May 02, 2022
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.
March 31, 2022
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.
March 24, 2022
The most honest review I can contribute
- Auto dialer.
- Inbound call.
- Outbound call.
- Choice of color.
- Choice of tone.
- Realtime update of status.
March 23, 2022
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.
March 19, 2022
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
March 17, 2022
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
March 08, 2022
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.
February 23, 2022
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.
January 15, 2022
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.
January 13, 2022
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
January 11, 2022
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.
December 13, 2021
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.
December 04, 2021
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.
December 04, 2021
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.
December 04, 2021
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.
December 03, 2021
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+