Formerly NICE inContact

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Top Rated
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Score 8.6 out of 100
Top Rated


Recent Reviews

NICE CXone the best!

10 out of 10
July 08, 2022
We use NICE CXone to answer inbound calls and make a call. It also would allow us to make a schedule for when to call back the client. One …
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Nice Nice Survey

10 out of 10
June 21, 2022
NICE CXone is the best running product. Previously we used Nice CXone for our inbound and outbound calls. Before, we used Cisco Finesse as …
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Don't think twice, try NICE

10 out of 10
June 07, 2022
NICE is the system we use to log into our soft phones. It is being used by our Retention, Education, and Contact Center departments. It …
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Perfect for you.

10 out of 10
May 02, 2022
We use Nice inContact as the tool for incoming calls and outgoing calls. Nice inContact is a very important tool for us because here we …
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Nice CXone Review

10 out of 10
March 31, 2022
I am currently a user of Nice CXone and I would say that all throughout we've used the system, it helped us a lot to call our clients …
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Nice to Use!

6 out of 10
March 23, 2022
It's being used to log in where we are at work. It's nice because we know whether employees are working after they clock in. It's used for …
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Kudos Nice CXone

10 out of 10
March 17, 2022
I've been using Nice CXone for two years now and I don't have any problem with it. We use it for doing follow-ups and inbound calls. Our …
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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
  • Warm transfer (483)
  • Agent dashboard (510)
  • Inbound call routing (467)
  • Call tracking (463)

Reviewer Pros & Cons

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Video Reviews

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of NICE CXone, and make your voice heard!

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What is NICE CXone?

NICE inContact 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), and interactive voice response (IVR) system.

Entry-level set up fee?

  • No setup fee


  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Would you like us to let the vendor know that you want pricing?

38 people want pricing too

Alternatives Pricing

What is Webex Calling?

Webex Calling is a cloud-based phone system optimized for midsize businesses, providing a PBX solution with a virtual receptionist and personalized voice mailboxes, calling with extension numbers, direct inward dialing (DID) numbers, directory URIs (email-style addresses), or directory-based…

What is Nextiva Business Phone Service?

Nextiva is a business communications platform that includes a VoIP solution, CRM software, BI software, cloud storage, phone and device rentals, email marketing automation software, and a contact center solution. These products can be purchased individually or together.

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Product Demos

See CXone in Action
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Features Scorecard

Contact Center Software


Workforce Optimization (WFO)

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Product Details

What is NICE CXone?

​NICE (formerly NICE inContact) works with organizations of all sizes to create customer experiences that build deeper brand loyalty and relationships that last. With NICE CXone, a complete cloud customer experience platform, the vendor combines Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, to enable an exceptional agent and customer experience—every time and on every channel.

Key Features

Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Interaction Channels
Predictive Dialer

Interaction Analytics
Customer Surveys

Workforce Optimization
Workforce Management
Quality Management
Quality Management Analytics
Performance Management

Automation & AI
Workforce Intelligence

Open Cloud Foundation
CRM Integrations
UCaaS Integration
DEVone Ecosystem
Voice as a Service

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 MAX - Digital InboxScreenshot of CXone MAX - Native ChatScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Customer ProfileScreenshot of CXone MAX - Agent SettingsScreenshot of Chat ProfilesScreenshot of CXone MAX - Agent Skills & ProficienciesScreenshot of CXone MAX - Manager PermissionsScreenshot of Consolidated Administration

NICE CXone Video

What is NICE in Contact CXone?

NICE CXone Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUSA, Canada, Mexico, UK, Brazil, Japan, India, Western Europe, Australia, South America
Supported LanguagesEnglish, Chinese, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish.

Frequently Asked Questions

NICE inContact 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), and interactive voice response (IVR) system.

Five9, Talkdesk, and 8x8 Contact Center are common alternatives for NICE CXone.

Reviewers rate Click-to-call (CTC) and Warm transfer highest, with a score of 8.8.

The most common users of NICE CXone are from Enterprises (1,001+ employees) and the Telecommunications industry.
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(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Kevin Lintner | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
October 28, 2019

Great Product

Score 9 out of 10
Vetted Review
Verified User
Review Source
Customer service, for the most part, has been pretty helpful, but occasionally they jump to conclusions without letting you finish.
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