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
(76-100 of 578)Companies can't remove reviews or game the system. Here's why
November 09, 2021
Customers at my fingertips!
- Agent reports for both the individual and the company as a whole.
- Ability to both outbound calls and outbound emails.
- The ability to have multiple calls, and connect or transfer as needed.
- Being able to personalize the screen a little more.
- Being able to add personal tones for both inbound and outbound calls.
November 09, 2021
a NICE CXone Review
- Connect customer information to our programs.
- Allow for customization for users.
- Easy to use.
- Ability to see when your teammates are on lunch or break or any other status.
- Different ringtones for when contacts come in.
- Fully customizable color schemes for dark or light mode.
November 09, 2021
All of the analysts can't be wrong - It's a leader for a reason!
- Skills based routing.
- Integrations.
- Reporting.
- Dated UI (they are working on this).
- New features are slower to be released to EU/UK.
- Non-Salesforce softphones are not great compared to the SFDC one.
November 09, 2021
NICE CXone Review
- Transfers calls.
- Hold
- Mute
- Answer calls.
- Contacts books.
- Connection
- Enhancing audio.
- Easier to transfer calls.
November 09, 2021
Quality with NICE CXone
- Speed
- Quality
- Troubleshooting
- Customer Service
- I had some issues with the MAX agent. When receiving an inbound call, I would select the "accept" button and the system would remain frozen. I had to clear my cache and complete some troubleshooting steps several times before the system began to work again.
- The software could be better if the main website included some basic troubleshooting steps as well as common issues and how to fix them.
- Oftentimes, my department will provide information regarding fixing the MAX agent if we have issues. I think a better line of communication between departments and NICE CXone would also be beneficial.
November 09, 2021
A swiss army for contact centers and general service businesses
- Chat
- Calls
- Email
- Reporting
- User management
- Dark Mode
November 09, 2021
A1 in my book!
- Park email.
- Dialing out.
- Masking a call for personal information.
- Connectivity issues.
- Refuses calls out of nowhere.
November 09, 2021
Aim for the best
- Flexibility
- Professionalism
- Error free
- More dashboards for reports.
- Compatibility with Tableau.
- More corporate training sessions.
November 08, 2021
Can be complicated
Score 4 out of 10
Vetted Review
Verified User
- Give information.
- Fast
- Accurate
- Making things a little more obvious to those who don't understand where to find certain functions.
November 08, 2021
Best platform to check the performance reporting
- Skill level report.
- Calls Handling.
- Disposition
- Aux report.
- Agent level report.
- Old data in one go.
November 08, 2021
NICE CXone is the best
- The ability to have a side conversation without the need to disconnect 1 line to get the 2 line
- The ability to work with chats
- The ability to work with email
- Sometimes calls can get disconnected during the conversation
- Not being able to hold 1 chat to do a call
- It can get stocked when doing multiple things at the same time
November 08, 2021
Does the hard stuff but cant do the simple stuff well
- Hang up feature is clear.
- We can route by state.
- Has some color coding.
- Transfer is inconsistent.
- Has tons of issues with audio not working with zoom or teams.
- We have far more dropped calls with NICE [CXone] vs Cisco.
- Dashboard screen is soooo slow and times out often.
November 08, 2021
Great product
- Shows the numbers calling in a way easy to see.
- Bold colors show if you are available or no.
- Shows calls in que.
- More options do use to disposition.
November 04, 2021
NICE CXone will keep you in contact
- Makes connecting to other easier.
- makes locating emails, missed calls and voicemails easier.
- Doing reports and checking individual stats.
- Easier to move emails around.
- The loss of notifications.
- Loss of calls.
November 04, 2021
Good results with NICE CXone
- WEM
- Messages
- Agent Leg
- Connection is interrupted from time to time on the Agent Leg.
November 04, 2021
Does the job
- Allows for custom options (how many inbound contacts at a time).
- Custom sounds for different notifications.
- the option to look back at previous contact history.
- When answering phone calls it still rings for a few seconds.
- Can't transfer emails when someone is on break-even if the email is not urgent but needs to be attended to by a specific person.
November 04, 2021
Savior during Covid
- Made work from home easy - We just have to login and start calling - No landlines.
- Easy to extract daily, monthly reports from NICE [CXone] web app.
- Easy to monitor agents online - who is logged in and who is not.
- Fast and reliable - Just need internet.
- Sometimes it shows that call is connected but there is no voice from another side for a few seconds.
- Hard to create custom report using parameters - too many parameters.
- Pre defined reports needs to be added into the web app.
November 04, 2021
Its SO NICE to use NICE CXone!
- We use Nice CXone to check availability.
- We use Nice CXone to check productivity.
- We use Nice CXone to log in.
- Sometimes its loading slowly.
- Maybe you can put more colors on the tools itself.
- None that I can think of.
November 04, 2021
Great Product solution for Telephone systems
- IVR's for automated routing of calls to the correct representative.
- Easy tracking of productivity through reports.
- Easily move Reps to different teams as the business need arises.
- More Detailed Reports, Currently the information is not ideally displayed when using the default reports.
- Tighter SLA management. Currently, I get penalized for calls that come in out of hours of operation.
November 04, 2021
NICE CXone for everyone
- I find that compared to previous calling systems I've worked within the past (such as LiveVox), NICE CXone has kept me efficient with my minute-to-minute productivity.
- I find that the customizability lends a large helping hand in the aspects of being able to toggle different client calling campaigns on the fly. This way, if my superior requests that I have my call queue switched, I can change it if necessary.
- The simple design of the NICE CXone system of tools is a big reason why it works as efficiently for me and my coworkers as it does.
- I believe that NICE CXone (formerly inContact) is very useful because it fulfills many different necessities which are essential in the work environment.
- When you first log in and go available for service you can choose to connect but you have no choice after that and it is absolutely terrible.
- It sometimes crashes without warning and sometimes calls come in with no intro warning.
- Sometimes, calls get dropped automatically, which reflects as "refused," and negatively impacts employee efforts.
November 04, 2021
NICE CXone - a great way to analyze call center data
- It captures the call center details in simplistic way.
- It's custom report option gives great flexibility to create report as per your need.
- Pre defined reports also helps to get the reports quickly.
- It has limited Attributes and metrics options which could be increased.
- Data download takes time, which could be made faster.
- Dashboard should have customization option for better view.
November 04, 2021
NICE CXone is Nice
- Cloud based Contact Center.
- Easy to develop routing solution.
- Routing and IVR flow combined in studio.
- Providing detailed reporting on entire CC.
- Easy WFM.
- Studio Scripts.
- Lack of Visibility in callback component.
- Develop Omnichannel Solution is easiest way.
- Lack of documentation in all areas.
November 04, 2021
Great product but could use more hands on support
- Call recording.
- Sentiment feedback.
- Service levels.
- Reporting
- IVR Route set up.
- Dashboards
- Launch Supervisor details-streamline.
November 04, 2021
Something NICE !
- Connects us to providers.
- Allows us to save notes per call.
- Rescheduling feature.
- Accurately showing how many calls are made for the day.
November 04, 2021
Good features for a call center environment
- Organizes call flow.
- Clears space on our desks.
- Tracks users well.
- Lots of outages and dropped calls.
- More user friendly options that can be customizable.
- Confusion on where problems are from.