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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

The ability to customize the reporting and scripts has been helpful to productivity. Agents can work faster in responding to client inquiries.
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Customization

I am able to view current calls handled along with the statistics in relation to the disposition of contacts throughout the day. This enables the senior management team to ensure effective resources are used on the dialler software. This has resulted in an increased rate of contact with our …
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Customization

I would love if it would have some notes that you could create or even make your personalized scripts, or even create your own contacts because our company needs to call specific customers, nice has made our life easier, can't be happier.
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Customization

This is a way to optimize the contact of our clients such as providing us more info and view of targets, stats, and client info its a more organized way to get in touch with potential clients.
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Customization

I mainly have changed the dashboard look to have different types of information at my disposal at a glance with the information I need. I know that managers and the Workforce team have the flexibility to customize reports and views that helps them make decisions on a day-to-day basis to improve …
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Customization

We have been able to customize reports for different teams based on team KPIs. This has been particularly useful as reporting is now quicker.
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Customization

We have customized it to be able to run with exactly what we need it to for our business and our salespeople. We like that we can make quick changes if necessary and are able to roll out updates almost immediately. Some of this was a determining factor in which solution we chose.
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Customization

We have created some customized call scripts that have been very helpful for us to have a more professional menu for our callers.
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Customization

Customized the reports to display the number of calls that employees make per day compared to the hours worked. With this, we were able to measure the productivity of employees, even when at home. This brought a very broad view of how the operation was going because employees are paid by the …
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Customization

Our company has customized the disposition in particular to fit our needs and that has worked very well for us. We are able to accurately describe the contents of each call for managers and supervisors to see, which adds transparency on both ends preventing confusion in any way possible too.
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Customization

A personal script would be great to follow however, I prefer to go with the flow and feed off of the patient's energy. The NICE CXone program is convenient and efferent especially when it comes to answering the patient's needs quickly.
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Customization

It's more personalized and does not rely on the IVR. Customer know that they are speaking to live person on the other end of the line. There's definitely less cross talk, and conversation is more fluid. This is the reason we don't use this for cold calling and just talk to customers directly.
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Customization

Primarily the call quality is very good through the platform, and we are able to now see LIVE streaming data regarding call numbers in the platform in relation to our agents.
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Customization

My dashboard helps a lot with tracking. Every one of our scripts is customized. We use several non-default, custom-created reports as well. We can spin up a script in hours or even minutes depending on its complexity. They have a service which can create scripts for you, but we manage scripting …
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Customization

We use custom reports and analytics as well as agent skilling based on real time volume and agent availability statistics. We also use the call recording for our quality assurance grading. Additionally, we use the call recording playback for coaching opportunities and ongoing performance …
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Customization

The problem we are solving with the help of NICE CXone is we can do our job well because this tool allows us to do so. The benefit I have realized is we do not need a hard phone anymore so we can do calls NICE CXone is an integrated softphone that can accept incoming calls. Fewer wires and less …
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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

(126-150 of 578)
Companies can't remove reviews or game the system. Here's why
November 03, 2021

Reasons to love inContact

Verified User
Employee in Customer Service
Medical Practice Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • It lets us know if our co workers are on break, lunch, unavailable, or available.
  • We can listen to our voicemails through NICE.
  • We can schedule a task to call someone back just in case we forget to do it on our own the system will do it for us.
  • We are also able to record phone conversations.
  • Sometimes when I'm on a call the call will drop suddenly.
  • As soon as I get off a call I automatically get a new call without the phone even ringing.
  • I wish there was a keypad on inContact instead of us using our computer keyboard.
November 03, 2021

Awesome system!

LR
Lacey Rose
Medicare Sales Representative
eHealth Insurance (Insurance, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Transferring calls are easy.
  • Answering calls are awesome and automatic!
  • I love how there are multiple options for when you aren't ready to take a phone call, you can choose not available, on a break, on a lunch break, going home, and such forth!
  • I think having more time in between calls would be awesome so we can notate the account.
  • Being able to always have a name of the caller pop up would be more beneficial.
  • Having a state location pop up would be nice as well.
November 02, 2021

Great Reporting Tool

DB
Debbie Buttles
Client Solution Center Rep
Harvard Maintenance (Consumer Services, 5001-10,000 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Tells you if a person is available or not.
  • Easy to use directory.
  • Allows disposition to see what types of calls are received.
  • Does not always ring properly.
  • Does not always save disposition on first try and you have to go back and forth.
November 02, 2021

Initial NICE CXone review after one month of using the software

Verified User
Analyst in Quality Assurance
Financial Services Company, 201-500 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Good audio quality.
  • Easy to transfer calls.
  • Scheduling call backs or follow-ups.
  • When making or listening to a call, it always pop-ups in a new window, instead of a new tab. Makes it challenging to navigate.
  • There is a small text limit when leaving notes during phone calls, which does not allow us to track everything in the call when we receive calls regarding multiple patients.
  • While reviewing phone calls for quality assurance, we are unable to locate notes that are left during the phone call.
November 02, 2021

In office or working from home this a NICE CXone to have

Verified User
Account Manager in Customer Service
Environmental Services Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Auto dialer- keeps the billing department productive.
  • Outbound options- being able to select the number to call from is a great tool.
  • Emails- The preloaded email options makes it quick to solve issues.
  • Coming up - being able to set call back reminders are help.
  • Virtual voicemail option is needed.
  • system should load up once you log in.
  • System should stay in available once other part hangs up.
  • I find it strange that the phone stays connected once the caller hangs up. I feel like it should disconnect the call. I work from home using my cell and if I don't press end, I am still connected. iPhone would usually hang up once the other party does but not while using this system.
  • Disposition should be selected once we call that way it's less clicking.
November 01, 2021

As easy as learning the letter A

JC
Jeronica Collins
Healthcare Support Agent
cognosante (Consumer Services, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Break times
  • Tracks how many calls you have waiting and how many you [have] taken
  • It also is used to easily put your hours in for your time.
  • I love also how it shows [how many] agents [are] available or not if you are needing assistance.
  • Adding dark mode would help with eye vision for most.
  • A bigger dial pad.
November 01, 2021

NICE CXone Review

Michael Riley | TrustRadius Reviewer
Michael Riley
Pharmacy Technician
Evolent Health (Insurance, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Able to transfer calls to colleagues without having to look up their office phone number.
  • Allows seamless transition of calls when callers do call.
  • Allows you to view the dashboard to determine how the entire team is doing and to view if more help is required if more calls are in the queue.
  • A lot of times, more than not, the agent leg will disconnect and a call will come in that states I 'refused' it. However, there is no sign or signal to view if the agent's leg is disconnected.
  • Sometimes, it is difficult to hear someone on this application if a call has been rerouted more than once.
November 01, 2021

NICE CXone is a very nice system!

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Organize Phone Queues.
  • Provide Quality Call Analytical Data.
  • Works well with email parking system.
  • The system could be more stable it does have a few glitches.
  • The system interface is simple which is good, but I wish it integrated with Outlook or was less intrusive.
  • The system interface could be more organized.
November 01, 2021

Good software with more pros than cons (experienced as a user, not as an admin)

Verified User
Engineer in Customer Service
Computer Software Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Present the phone status.
  • Quality of the sound is very good.
  • Easy to use in the daily usage.
  • Many statuses to choose from.
  • Configuration options for the dashboard.
  • The timeout of the dashboard could be longer.
  • More flexibility to change colors of the dashboards / page (dark mode).
November 01, 2021

NICE CXone has it all - powerhouse amongst today's options

Verified User
Manager in Sales
Financial Services Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Excellent visibility into what agents are doing throughout the day.
  • Great reporting that clearly identifies opportunities.
  • Intuitive interface for agents.
  • Little to no down time on the platform.
  • Support can take problematic.
  • Takes multiple calls with multiple agents to resolve issues.
  • Many support issues become diagnosed.
November 01, 2021

Powerful client and workforce management tool

CD
Camilo Diaz
Customer Service Representative
Teleperformance (Consumer Services, 10,001+ employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Give accurate visibility of the tasks being performed by the workforce.
  • Provide valuable metrics to analyze and strategize.
  • Allow effective contacts throughout the whole team.
  • More flexibility in regards of control customization.
  • Possibility to make three calls or more at once.
  • The ability to view what number the caller will receiving the call from.
November 01, 2021

I call this one a bad call.

VO
Veronica Odden
Cutomer Support Specialist
PDS IT (Consumer Services, 51-200 employees)
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • [In my experience] it opens, usually.
  • It is in English, which I am a speaker of.
  • It has the word "Nice" in it.
  • [In my experience] Lag.
  • General functionality.
  • Putting the correct client name in.
  • Dropping calls.
  • Interacting with the user as it is designed to do [in my opinion].
  • Sometimes even basic start up [for me].
  • Not going down.
  • Throwing agents in to calls without our knowledge [again per my experience].
  • Volume discrepancy between sound effects and caller's call.
November 01, 2021

It Works!

Verified User
Employee in Customer Service
Automotive Company, 5001-10,000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Intuitive UI that helps all employees use it properly.
  • Individual modifications are helpful across departments.
  • Provides consistent performance and connection.
  • An extension functionality would be great.
  • A different color scheme could make the site and agent pop more (I'm tired of blue).
  • Having easier access to troubleshooting FAQs would be nice.
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