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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

It is easier to record data such as RPC: how many people actually answer calls. So we know exactly how many people we are reaching.
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Customization

We help customer[s] with different issues. For example, we help them with [a] technical issue, billing, and contact information question. Nice inContact is used all over the world I think especially if [it's] with our company I believe. Lately, I've been having issue[s] transferring customer[s] …
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Customization

I have not personally customized the reports or personalized call scripts but I have seen other departments and users that have done so and they do manage to create very specific reports and calls scripts that help their agents with calls and ease their way into managing large agent groups.
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Customization

We as employees don't have the ability to customized NICE. However, I've seen my manager do things I can't do using employee level login. It amazes me there's so much NICE can do. It gives restrictions depends on the level login. If we could see the whole team's queue that would be great.
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Customization

Creating vision ready-made reports, [showing the] number of customers in line by resources serving, breaks, total calls for the day and service level information. The impact was positive as I can identify ready-made information in the same report.
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Customization

I'm not the business owner, but it has given us some challenges as the ones who are taking the calls due to it not ringing sometimes and not showing us the messages
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Customization

I have customized the software so that the staff's time card report is on my home page for easy access. As an admin supervisor, I need to create all kinds of reports such as overtime reports, staff schedules, teleworking hour verification, etc. NICE CXone provided all the data for me so I don't …
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Customization

I personally don't have such power to customize the NICE CXone (formerly NICE inContact) system for our team. But I'm aware of that. My boss always mentions how good it is and I can see that through our operation.
Each one of us has our own skills and it defines what calls we are able to answer. …
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Customization

I am able to look at how many calls I have taken daily [and] my reports on how my calls are going. Personally, I really enjoy having that feature to keep track of how I am doing at my workplace. Other than that, there is nothing else I can really add to this.
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Customization

The system we were using before did not include enough detail on productivity, and it also didn't allow for us to have people working from home and now we are able to. Along with that it helps us track the work flow for each individual and our team as a whole which is great!
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Customization

We have created scripts to route calls more efficiently to different teams within our company. We can then use that customization to add more agents to those skills "queues" based on the real time monitoring provided from within the ap. This has had a huge impact in our business model since it …
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Customization

With the settings, it was easier to adapt the tool to our functions, as we use it for calls, but there are other sectors that need to use sending emails or text messages, so the company can easily configure this for the functions of each sector. With these possibilities, it became easier for …
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Customization

I have not customized the platform at all. I simply use it to call hundreds of customers every single day. It makes my job easier and the jobs of hundreds of employees throughout the company easier. That is a win when it covers these bases.
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Customization

My managers have customized the platform to notify us of who is calling in terms of what category of a caller they are. The aspect of also being able to see what my fellow associates are doing and whether they are on the software or not is actually very helpful.
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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

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

(151-175 of 578)
Companies can't remove reviews or game the system. Here's why
November 01, 2021

One of the best, NICE CXone

TW
Torie Walker
Mortgage Consultant
Wyndham Capital Mortgage (Banking, 501-1000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Connecting me with new potential clients.
  • No slugging, no downtime, automatically connects.
  • Never drops my calls accidentally.
  • Calling the same client multiple times.
  • Not automatically hanging up on a dead number.
  • Sometimes the information doesn't pop up quickly.
November 01, 2021

Excellent in connecting with your customers

Verified User
Employee in Customer Service
Financial Services Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Easy layout/ interface.
  • Dialler is on a small pop up screen.
  • Function are easy to use.
  • If a customer has a long name or a middle name is displayed, the surname is not always visible.
  • I have come across a few accounts where the customer account number was not displayed.
  • When you click to go unavailable, it does not allow to disposition the call.
November 01, 2021

Don't Be Stingy.

Verified User
Employee in Sales
Transportation/Trucking/Railroad Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Very light weight.
  • Easier to use and manage.
  • More reliable.
  • I wasn't able to find a call log of previous calls.
  • Currently it is a little glitchy.
  • It logs me off/crashes before my shift is over.
November 01, 2021

Very simple and easy to use.

Verified User
Employee in Customer Service
Information Technology & Services Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Convenience for making outbound calls to other organizations.
  • Making transferring easier.
  • Setting out statuses in a simple way.
  • Less crashing after completing a call.
  • Improve audio issues after answering a call.
November 01, 2021

Sales

Verified User
Representative in Sales
Pharmaceuticals Company, 10,001+ employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Recording calls.
  • Customer support.
  • Logging calls.
  • Calls dropped.
  • Dead noise.
  • Allow me to write in what type of call I performed.
October 30, 2021

Optimize your day

JL
Jose Lopez
Senior Agent
Avantive Solutions (Telecommunications, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Auto Dial.
  • 360 view of what you're doing and done.
  • Detailed information.
  • Help tool.
  • Easy access and friendly usage.
  • Callback handling and process.
  • Communication with peers and superiors.
  • Hours worked record.
October 30, 2021

Good Overall experience and product, with room for improvements from backend

Verified User
Director in Engineering
Hospitality Company, 201-500 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Adding Points of Contacts for new support lines
  • Ability to use multiply Omni Channels such as voice, chat, email.
  • Ability to easily update Audio files or other changes in script through studio.
  • Many of the GUI screens are built-in frames and can't expand the size. Let us utilize the full screens for efficiency.
  • From the ACD side to the WFM side seems to be a big disconnect and have to set up the same items twice.
October 29, 2021

NICE CXone from a limited perspective

Verified User
Employee in Customer Service
Hospital & Health Care Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Provides simplified information on a project.
  • Gives proper notification on a number that is invalid, busy, etc.
  • Works well with browsers.
  • Works well in conjunction with other 3rd party applications needed to perform daily tasks.
  • A better more simplified UI.
  • Less crashes while performing duties.
  • More accessibility options.
  • More personalization options.
  • Better logging of calls being made using NICE CXone.
October 28, 2021

Really enjoying this new system and looking forward to its updates and improvements!

Verified User
Advisor in Customer Service
Consumer Services Company, 1001-5000 employees
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Separates queues.
  • Easy access to buttons such as mute and hold.
  • Easy to transfer.
  • Not doing callbacks to customers automatically.
  • Difficult to conference call.
  • Difficulties in hearing and having to restart systems often.
October 28, 2021

Good, user friendly system with good features.

Verified User
Team Lead in Customer Service
Insurance Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Provides core phone service
  • Digital phone system so enables users to work from home
  • The core functions (hold, transfer, mask, etc) are particularly handy when dealing with sensitive information or needing escalation
  • Semi-regularly crashes/freezes
October 28, 2021

Best Softphone Available

BP
Brandy Poirier
Technical Support Engineer
Netfor (Information Technology & Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Shows the agent's productivity and performance
  • Shows the call queue and the current status of working agents
  • Allows multiple calls to be conferenced together
  • Gives the option to record calls
  • Call prompts are slightly delayed so it would be nice if the prompts alerted earlier in the call
  • I would like to be able to hear a tone when number keys are pressed
  • It would be nice if the mic and speaker sensitivity could be adjusted within the program
October 27, 2021

Great Software!

Verified User
Professional in Sales
Security & Investigations Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Keep track of phone lines.
  • Handle where calls go and what happened.
  • Track records of calls.
  • Sometimes it is slow or laggy.
  • Sometimes it won't disconnect.
  • More customization would be nice.
October 27, 2021

Oh how Nice it is :)

JS
Jasmine Shaw
Workforce Planning Specialist
Trane Technologies (Mechanical Or Industrial Engineering, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Allows clients to reach us in a variety of ways.
  • Allows agents to use their laptop to take calls through a softphone.
  • Real time QUE data with dashboards.
  • Sometimes we have calls that get lost in limbo, it's rare, but it does happen.
  • A few agents have issues using one browser compared to another.
  • The look of the system could use an update.
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