NICE CXone.
We use NICE CXone to provide our customers with call center solution programs, their IVRs for incoming calls, their outbound campaigns, …
Starting at $71 per month per user
View PricingOverview
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.
Recent Reviews
How NICE CXone Differs From Its Competitors
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
- Agent dashboard (527)8.787%
- Warm transfer (500)8.585%
- Call tracking (481)8.484%
- Inbound call routing (485)7.979%
Reviewer Pros & Cons
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
Product Demos
NICE | Show Me the Demo
www.nice.com
Features
Return to navigation
Product Details
- About
- Integrations
- Competitors
- Tech Details
- Downloadables
- FAQs
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
NICE CXone Video
NICE CXone Integrations
NICE CXone Competitors
NICE CXone Technical Details
| Deployment Types | On-premise, Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Windows, Mac |
| Mobile Application | Apple iOS, Android |
| Supported Countries | North America, Latin America, Asia, Australia/New Zealand, UK & Ireland, Europe, Middle East, Africa |
| Supported Languages | Bulgarian, 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.
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).
Comparisons
Compare with
Reviews and Ratings
(830)Attribute Ratings
Reviews
(51-75 of 578)Companies can't remove reviews or game the system. Here's why
January 13, 2022
System bites
Score 1 out of 10
Vetted Review
Verified User
- 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+
November 28, 2021
The Nice World of NICE CXone
- Manage time.
- Display if someone is available.
- Fast
- Sometimes it has connection issues.
- Personalize options, regarding the color or display.
- Conference call with 3+ phone numbers.
November 14, 2021
Excellent Tool for Busy Call Centers
- It is easy to read and user friendly.
- It updates within a few seconds so you can see up to date information.
- You can easily switch between dashboard views for different jobs or tasks.
- You can organize the data it gives you.
- The data updates pretty quickly but is not instant. That could be faster.
- They could allow the end-user to change the color of the webpage to reduce eye strain or just for fun.
- Add more detailed filtering options.
November 11, 2021
NICE CXone Being Nice
- Makes it easy to log in.
- Is easy to find what I'm looking for.
- The layout design is nice.
- Color coordinated visuals enhance ease of use.
- The design is fine the way it is.
November 10, 2021
Great overall softphone software!
- Providing analytical data for call volume.
- Keeps track of scheduling and adherence.
- Has a user friendly and clean display.
- Analytical data could be more real time unless this feature is blocked by sysadmin.
- No other update.
November 10, 2021
A "Nice" CXone Contact center solution
- Call Handling.
- Priority call landing.
- Load balancing with equal distribution of calls amongst available agents.
- Analytics
- Custom Reports.
November 10, 2021
My thoughts using NICE CXone for customer service and sales.
- Easy to use.
- Provides detailed call information.
- Includes great call resources.
- Issues transferring calls.
- Slow at times.
- Could include more features, like a mute button.
November 10, 2021
NICE CXone
- API integrations.
- Work from anywhere agent.
- Lots of Issues and features missing on email (Digital platform - brand embassy).
- Agent experience is really bad on chat and emails both when compared to Zendesk which is our existing product.
November 09, 2021
Using NICE CXone is so nice!
- Answering the phone with just one click.
- Conference calls made easy.
- Caller ID feature is great.
- Making the colors customizable for those who prefer dark tones.
November 09, 2021
If it isn't broken don't fix it. Very happy with the software.
- Very simple not over loaded with options and tools.
- Keeps good connection with other systems that we use to help our customer.
- The phone controls are very easy to navigate thru.
- Agent leg disconnects a lot so maybe update the software to not disconnect as much.
- Sometimes I am not able to transfer calls easily it takes a few tries.
November 09, 2021
NICE CXone almost as NICE as it sounds
- Single sign on.
- Ability to answer direct calls while on a call.
- Ability to oversee calls live and in the database.
- Audio issues with other programs.
- Conference/transfer issues.
- Setting options.
- Reporting features.
- Ease of use.
- Integration with other products.
- Error reporting feature avail when error occurs would be helpful.
- Better VPN compatibility.
November 09, 2021
NICE CXone allows Agents to do job efficiently and effectively
- Disposition
- Caller info.
- Allows customers to be serviced better.
- Call backs.
- Disposition.
- Details
November 09, 2021
NICE CXone is the future of contacts
- Provides a great report of the call that were not answer.
- Gives a fast access to the users that are in the company.
- Provides a understandable platform.
- The way the chats are received will be a great are of improvement.
November 09, 2021
Enjoying NICE CXone
- User friendly.
- Queue view.
- Reporting
- Better reporting for all in one place.
- I want to be able to customize views more.
- On some dropdowns, it cuts off at the bottom and I can't see it.
November 09, 2021
Not the best, not the worst
- Easily displays number of calls.
- Easy to manage agents.
- Setting up commitments is convenient.
- Occasionally the server will disconnect and we lose phone functionality.
- Calls get "stuck" in the queue when they don't exist.
- Can't remove commitments very easily when they are made.
- Kicks you out after 2 hours. Making it annoying how you have to log back in.
November 09, 2021
Amazing Product!!
- Control call flow.
- Displays work status.
- Displays the time in that work status.
- The automatic logouts.
- Launching the max agent automatically.
- Displaying total time logged in after changing work status.
November 09, 2021
I recommend
- Easier transfers.
- Easy access to previous calls.
- Static
- Not showing info customers put into the system for long enough, this should be permanent on the contact and able to be copied and pasted.