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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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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

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Pricing

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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.

7.9
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 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

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 9.2.

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

(831)

Attribute Ratings

Reviews

(201-225 of 578)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Incredibly detailed monitoring tools.
  • Versatile channel integrations with Chat, Email and Phone calls.
  • Perfect Prebuilt reports for data analysis.
  • Browser applications are still dependent of the capabilities of the browser.
July 19, 2021

NICE One

Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Schedule Monitor
  • Request time off
  • Request leave
  • Schedule bidding
  • Schedule bidding is hard to use. Sometimes it doesn't show up
  • Leave bidding
  • Same as Schedule bidding it is hard to use. Sometimes it doesn't show up
  • Stats monitoring
  • It is not realtime
July 05, 2021

NICE CXone Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Generating panels to verify readied reports.
  • User registration control.
  • Control of service levels and separation of customer groups.
  • Search agents by full name.
  • Include more graphics in order to facilitate the view of some reports.
  • Easier to bring ready information into the report.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Very simple flow from disposition, to ending calls
  • Buttons and selections are spaced perfectly whereas [I feel] Salesforce looks a bit messy
  • Pop out window dialer, easier to organize my set up!
  • Maybe a bit too much empty space
  • When you get a call a whole side of the pop up expands but doesn't ever show info
  • Could use an option to always show on the screen, 'lock it in place' so other windows don't open over it.
June 25, 2021

Sales Rep Review

Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Gives you the opportunity to answer or reject
  • Gives us the chance to review you
  • Doesn't hang up with the 1st click
  • Glad you moved the accept & reject button down a little to see our timer to answer
  • [I feel it] Doesn't ring most of the time if the dialer isn't up on top of your screen
  • The dialer used to be in the way of our timer to see
  • It logs us out after so long that [I feel it] gets annoying
  • I don't like how it doesn't ring between calls if we have calls in queue
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • It works well (seldom have any issue)
  • It is relatively easy to use
  • It has different useful functions
  • Forced log out due to laptop sleep mode
  • Call coming in need to accept on cellphone and on Max Agent
  • Buttons and options are quite small
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • External and internal calls with quality sound
  • Voice conference without lag and sound issues
  • Chat with our final customer agile and fast
  • Switch between calls without disconnecting from any of them
  • It could be good to add some functionality to meetings so we wouldn't have to use other apps.
  • An option to connect it on our personal phones as well, like other chat and meetings apps.
  • A way for NICE CXone to notify us when our break is over. Example: I have 1 hour to the lunch when it's almost over, NICE CXone could notify me on my PC screen and/or my cellphone.
June 23, 2021

Great service

Tamarah Hallmon, MBA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • No delay when speaking with my candidates.
  • Provides me with a phone line I can easily use to forward calls to my cell when I am away.
  • I also like having the option to forward calls to my colleagues if I’m out of office.
  • Finding a way to combine the voicemail with the phone so that two separate browsers are not required.
  • When I forward calls to my cell the candidate gets my personal cell voicemail instead of the work voicemail.
  • I would eliminate the guys that comes on right before my voicemail recording comes on.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
  • Unlike other software on the market, NICE CXone (formerly NICE inContact) is exceptionally good at stabilizing calls
  • It does not have delays even being in two different points of the country
  • It has an intelligent design and is easy to use, it also has very effective training, teaching all the tools
  • Option to mute the microphone
  • More range of colors to change the appearance of the program
June 23, 2021

Great product

Score 10 out of 10
Vetted Review
Verified User
  • Great interface
  • Easy to handle
  • Good conection
  • Excess of options in the front menu. Maybe hide a few of those and allow the user to edit it as he need
  • Great tutorials but you should keep it simple
  • Maybe an app version for desktop users
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Great for maintaining your schedule.
  • Tracks your production hours.
  • Assists with transfers.
  • Conference calls.
  • Will freeze up on occasion.
  • Installing a time punch would help to tally hours.
  • Needs to reboot at times.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
  • The first and only platform that brings together – on an open cloud basis – the best customer journey analytics.
  • Workforce optimization.
  • By offering the industry's most used digital channels, with dozens of pre-integrated messaging, social and traditional voice/chat channels, including Facebook Messenger, Apple Business Chat, WhatsApp and many others native to the platform, organizations of all sizes and sectors can exceed customer expectations through the contact center.
  • Drives rapid innovation through open APIs, promoting scalability and reliability with guaranteed 99.99% uptime and professional-grade connectivity with assured voice quality.
  • Sometimes drops the call
  • Call refusal issues
  • The amount of times it freezes
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Has very intuitive and easy to read dashboards
  • Gives you access to data very fast and makes it really easy to search entries
  • Allows you collaborate with your coworkers through email and chatter integration
  • The new platform, called Lighting, [in my experience] can be sluggish and has a steeper learning curve
  • [I feel] There is the missing functionality to add notes in the new version, which is missing from the last version (you can add files and texts through the "related files" option, but it is a lot more time consuming
  • [Reports take too long to run sometimes [in my experience] and more formats for data could be very usufel, not just export to Exl or separate by commas
Score 7 out of 10
Vetted Review
Verified User
Incentivized
  • Allows for recording of calls
  • Allows for you to review calls with leads
  • Allows for disposition of calls to track
  • Manages who gets calls next.
  • Route calls [work] one day and the next there are issues with routing calls.
  • Not being able to receive calls periodically
  • Refused calls when they are not routed through to you.
June 18, 2021

Great site

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Great format
  • Easy to use
  • Helpful at accomplishing goals
  • It would be nice if you could organize workers by what they are currently doing; examples: meetings, breaks, etc.
Caio Cezar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Fast calls
  • More stability
  • Easy to transfer calls
  • Facility for conferences between technicians and customers
  • Ability to liaise between employees for communication.
  • A notification with a different ringtone.
  • Option to choose country code automatically in phone numbers.
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