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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

With NICE [CXone (formerly NICE inContact)] I feel that the communication between the employees themselves and the connections with the customers became very effective. And currently the only report we use is how many exact calls we made per day.
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Customization

I have customized the [NICE CXone (formerly NICE inContact)] platform by using personal call scripts made by me and my supervisor. Lets you know the reason the caller is calling. NICE has let me create and customize reports to send to my supervisors. NICE [CXone] lets me personalize my …
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Customization

Honestly it is pretty plain and simple on the end of what we use it for; communicating inbound and outbound and for clocking in and clocking out; lunch and breaks. It allows for an easy access to the needs of the company and the individuals working for them
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Customization

Definitely has a positive impact. inContact generates a daily report that we are able to use to compare day to day analytics, which shows areas that we need to improve in order to continue doing our jobs correctly. Although we aren't able to do any personalized call scripts, I enjoy that we can …
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Customization

I have not customized much on my end, but I can see that my manager is able to create groups, personalize reports, and manage employees using NICE CXone. I am able to look back on individual days to see where I am able to improve and make my job as smooth as possible
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Customization

My company and I have not personalized the platform too much. Some things we have customized are the schedule of the calls, different numbers we can call from, and lead dispositions. These are all minor changes but seemed to be implemented pretty seamlessly by my company and NICE.
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Customization

Personally, I haven't customized anything on NICE CXone. However, our managers have created reports in which it helps to keep track how many calls are in the queue. It helps us know how many calls, chats and emails have been handle on time according to their needs, and honestly, it helps us know …
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Customization

It would seem that many of the customizations that have been implemented are working fine. However, there are some customizations that would help, such as the changes mentioned in a previous question. User-friendliness of the callback schedule screen would be nice. Being able to stay available …
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Customization

We make the most of its features like analytics, call quality, call managements, recording, call routing, warm transfer, calls scripts. I believe we use most of the features here and we like that we can determine the role of each employee and assign task and features that only that user needs to …
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Customization

Within our team NICE CXone [(formerly NICE inContact)] have helped us a lot, we have created several reports and automated schedules to get the information deliver directly to our mailboxes, we also have different call scripts depending on the skills[.] This has impacted positively our daily …
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Customization

It has been easy to keep track of user call statistics such as call volumes, call times, dropped calls, refused calls, hold times, etc. The dashboard can also be conveniently customized to view different call statistics for different departments within the larger scheduling department. It has been …
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Customization

We have personalized scripts that we created with our NICE implementation contractor that further enhance our customer's experience within our system. We have adapted our hours of operation in a way that our system pretty much handles itself when adjusting call times to holidays and company …
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Customization

I use the software in a way where I can go to a specific agent list and be able to monitor them as a team instead of searching for them one by one. Plus, I can do live monitors and help agents if they get stuck on an scenario. This has a good impact on our agents and on our customers too.
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Customization

I have not been involved in the customizing process of NICE CXone inside my company, but as a user I can see that they have done a very good job at giving us, customer service representatives, all the tool[s] we need to develop our tasks. The system has provided us just the tools we need to do our …
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Customization

In our business, we have a basic customiz[ation] of NICE inContact. Managers and workforce people use NICE and have it customized to make it easier check the reports of the calls and have a personalized call script whenever someone is calling to one of the agents, which is very useful to hear for …
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Customization

This doesn't pertain to me because [I] don't use it personally due to me being on the phones. But what I can say is that it makes it easier for them to be able split our group up when they need a team to handle specific calls so that we can meet our ASA for that client.
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Customization

I wish I have the ability to customize the time report that I used most often but I wasn't giving the option. Maybe our IT team customized it for us. It is nice to hear that we can customize the platform.
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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

View all alternatives
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Reviews and Ratings

(830)

Attribute Ratings

Reviews

(176-200 of 578)
Companies can't remove reviews or game the system. Here's why
October 26, 2021

NICE CXone is a must have!

MA
Mario Alvarez
Financial Aid Advisor
The College Of Health Care Professions (Financial Services, 11-50 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Friendly interface with easy access to options.
  • Call back function and transfer functions are easily accessible.
  • The addition of adding endnotes to a call once finished gives each call easy access [to] detailed information that needed to be stored.
  • At times connecting to the integration network lacks on timing.
  • Some functions don't react properly.
  • As a personal opinion the blue font doesn't go well.
October 26, 2021

We can work from anywhere due to NICE CXone

Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
financial advice
Icatu Seguros (Security & Investigations, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • It's easy to find available and working collaborators.
  • Various status options for employees to choose from.
  • External connections made easy.
  • The phone that appears to the caller is sometimes confusing. Personalizing this phone can bring many benefits.
  • If the employee spends too much time away, the platform shuts down. [I feel] It should stay active.
  • The reports that the employee has access to could show the team's detailed working contacts.
October 26, 2021

A great system for workplaces

Verified User
Employee in Professional Services
Non-profit Organization Management Company, 11-50 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Help communicate with colleagues.
  • Help communicate with parents.
  • Has useful features.
  • Sync up with our system to show who is calling.
  • More detailed as to where call is from.
  • Warning before ringing.
October 21, 2021

NICE

SD
sabrina dasilva
Patient Access
University of Miami (Hospital & Health Care, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Leaves messages.
  • Voicemails.
  • Feedback to workers.
  • The system should have notifications.
  • Let the patients provide feedback as well.
  • Be able to lower the volume on the patients.
October 20, 2021

Parabolic VOIP services

VS
Vars Slovak
Information Technology Audit Manager
Fluentls (Telecommunications, 11-50 employees)
Score 4 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Sound quality can be excellent
  • Detailed user profiles, with an array of options
  • Any different manager reporting tools
  • [In my experience], interface/web particulates can get stuck in Browser cache, causing erroneous graphical reporting in NICE cxONE.
  • Call refusal issues due to changes in the browser manufacturers design.
  • [I believe] NICE cxONE should be a standalone WEBapplet running OUTside of a third parties browser.
October 19, 2021

Laurentino's review

Dailson Laurentino | TrustRadius Reviewer
Dailson Laurentino
Assessor de Relacionamento Pleno
Icatu Seguros (Insurance, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • The calls have very good quality of sound.
  • The connection is excellent, rarely I see a delay or connection problems.
  • It's fast and and a light program/website.
  • It lacks settings, more options to customize.
  • In some calls, it makes a loud noise when the phone is calling, like a machine gun.
  • Sometimes the number that shows up for the person who is receiving the call
  • is anonymous.
October 19, 2021

Employee Review

Verified User
Employee in Customer Service
Telecommunications Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros
  • Very easy to check an employee schedule or any schedule changes.
  • Everything is synced into one so you get notifications for anything.
  • Makes it easy to see your graded evaluations.
October 18, 2021

NICE!

Verified User
Employee in Customer Service
Hospital & Health Care Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Records customer interactions.
  • Makes merging and transferring simple.
  • Strong response time (does not cease to function often).
  • Very simplified, can use more options, such as a registry.
October 18, 2021

Highly effective program for a wide variety of users and agents

Genevieve Flannery | TrustRadius Reviewer
Genevieve Flannery
Engagement Coach
STARTEK (Automotive, 501-1000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Handles and routes incoming calls, chats and emails.
  • Allows call/chat/email recording and monitoring.
  • Easy to navigate and troubleshoot.
  • Helpful and provides clear feedback and statistics.
  • Allows concise, at-at-monitoring of agents and volumes.
  • Clear and clean design
  • Different layout styles would be nice.
  • More customization interfaces based on company role.
  • Dark mode and high contrast mode would be helpful.
  • More accessibility options for disabled users would be helpful.
October 18, 2021

Good features with growth potential!

Verified User
Employee in Other
Automotive Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Dispositioning what task is being worked on.
  • Keeping on schedule to help stay up date with daily business needs.
  • Possibly a way to schedule a disposition/status to automatically update at a certain time.
  • Browser compatibility with more browsers so that the auto-launch function works more consistently when logging in with it checked.
October 18, 2021

QA Management Tool

Verified User
Employee in Quality Assurance
Printing Company, 10,001+ employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.
  • Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.
  • The connection problems and calls were not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
October 18, 2021

So easy to use

Verified User
Employee in Other
Banking Company, 5001-10,000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • How many people in queue.
  • How long I'm on call.
  • Show me how many calls I take.
  • If you have to log out or system go down and log back in it start your call count.
  • Sometimes it require more than once to press a number to connect with call.
October 18, 2021

NICE features

Verified User
Employee in Customer Service
Hospital & Health Care Company, 201-500 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Schedule.
  • Softphone.
  • Evaluations.
  • Call monitoring.
  • Max Performance has some issues.
  • Email is not used by my company.
  • Commitment manager is not used by my company.
October 18, 2021

User friendly and easy to adapt!

Verified User
Representative in Customer Service
Automotive Company, 1001-5000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Pros and Cons
  • Viewing upcoming appointments and schedule.
  • Easily access phone numbers to make calls.
  • Audible noises to know when you receive an inbound call.
  • Connecting to the agent leg can be tedious because it automatically times out after 30 seconds.
  • It could be easier to schedule appointments (less details).
  • Clearer tracking of how many calls have been made.
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