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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

We have tailored reports within NICE CXOne to capture specific metrics and KPIs most relevant to our operations. For example, we've created reports to track agent performance, customer satisfaction scores, and trends in customer inquiries. We have created customer-specific call scripts and IVRs. …
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Customization

We have customized NICE CXone in many ways for our enterprise. We have multiple call centers that operate in different ways:
- Customized call routing per call center.
- Customized call reporting per organization.
- Personalized call scripts for each call center

The impact has been invaluable …
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Customization

Nice's flexibility in the customization of reporting has allowed our Managers and Supervisors the opportunity to build the reporting that is pertinent to their organization—allowing for rapid identification and measurement of their KPIs. The contact routing scripts are very intuitive and have …
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Customization

Agent coaching requires metric data and some analytics to guide agents towards metric goal achievement. Having the ability to leverage inbound and outbound call log reports and review the information with the agent provides the frontline worker with key insights to do their job better. It is the …
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Customization

I lead a team of support agents who all use the service and we rarely have issues. I can build and customize a dashboard to watch how my team is progressing throughout the day, and I can even assist in their calls when we come across a particularly difficult customer. The interface is easy to use …
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Customization

We are customizing the reports based on the manager's requirements which is really very helpful for us. They can easily customize it based on their needs and support of technical agents. The managers are given good feedback about this and they felt very easy to run and schedule a report as per …
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Customization

The platform is extremely customizable. If you can dream it, your IT folks can build it using the Nice platform. This has greatly improved the quality of service we are able to provide our customers.
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Customization

We use custom reports however this function is underutilized due to the time it takes to attempt to create reports. The script function is fantastic. Accounts and resources come up for the reps so all is ready for the call. Let time is needed to find information. Quick replies for chat and email …
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Customization

We have created custom reports based on our clients needs. We also have a CRM integration with our Salesforce Service Cloud and Salesforce Health Cloud.
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Customization

The NICE CXone provied us a great flexibility to customize our software. We can customize also queue routing, everything around our agents (employees), you can real time see all necessary reporting, you can use multiple filters that you can sort from date, channels, agents, time and so on. Also …
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Customization

We have been able to create custom roles and permissions based on our varying need by region and groups in our organization that has been very helpful with keeping up with our legal adherence.
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Customization

I have customized reports to better track our teams SLA's and KPI's
I have customized call scripts to better handle inbound calls with IVR prompts, after hours diverts, ability to leave call back numbers.
I have customized dashboards to get a real time view of the teams efficiency and current SLA.
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Customization

With custom dashboards we see how our agents work in realtime and how fast they communicate with clients that need almost immediate interaction and how fast they close whole communication.

We also look at efficiency our agents have and maybe which Social media channel suited them the most.
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Customization

The tools used to create this customization are very complex, and as such we've had to lean on NICE for support. They charge heavy fees for such support (not included with your recurring service fees) and as such there are a lot of features we're simply not leveraging. We've even abandoned the use …
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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

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Reviews and Ratings

(830)

Attribute Ratings

Reviews

(1-25 of 578)
Companies can't remove reviews or game the system. Here's why
March 01, 2024

NICE CXone.

Verified User
Consultant in Information Technology
Computer Software Company, 10,001+ employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
February 26, 2024

Nice CXone - Exceptional Call Center Platform

Verified User
Executive in Information Technology
Banking Company, 1001-5000 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I feel that NICE CXone is well-suited for any and all call centers. It's versatile and can be used for small call centers or very large call centers. It has a ton of features and is easy to manage and maintain.

My only issue is the support they offer. Again, the system is very stable and we don't need to utilize support often, but when we do I feel it's not as intuitive or helpful as I would help.
February 20, 2024

Nice CXone Features and Value.

GS
Gary Shadders
Sr. Business Systems Analyst
Enlyte (Insurance, 1001-5000 employees)
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
CXone's workforce management features enable optimized scheduling, skill-based routing, and real-time monitoring, ensuring that suitable agents can promptly handle inquiries. This improves first-call resolution rates and reduces customer wait times, increasing customer loyalty and retention. By leveraging NICE CXone, we've been able to streamline operations, improve agent performance, and deliver exceptional customer experiences at scale. As with almost anything in life, it is not always best to implement or purchase new products as soon as they are released. It has been noted that there may be bugs to be worked out, or a lack of ability to support a new product fully in the beginning has been noticed.
November 25, 2023

Infinite Reporting & Timely delivery

Kahlan Alexander | TrustRadius Reviewer
Kahlan Alexander
Community Connector
211 San Diego (Non-profit Organization Management, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It functions really well for time management and scheduling. The information is easy to update or make changes. When using the Supervisor Console it does have some delay with information updating and it also has a lock mechanism that could use some work. Only 1 supervisor can work on an agents schedule at a time and it prevents any other supervisor from accessing the agents profile until released. That could be improved because if someone forgets to close out the console the agents schedule will remain locked until released. A security measure that could use a work-around.
November 17, 2023

Great product with great features

Verified User
Supervisor in Customer Service
Hospitality Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I've really appreciated the tools offered to us by NICE CXone. I particularly like the features that allow me to listen in on my agents' calls and assist them in real time. We take highly escalated customer support calls, so I need to know what is happening quickly and be able to help my agents respond.
August 23, 2023

NICE CXone Review

Verified User
Director in Customer Service
Hospital & Health Care Company, 201-500 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
It service the purpose we have and the tools they offer meet the exact needs of our business platform. It integrated very well with Saleforce and over all it has been very smooth to work with them and get assistance.
August 23, 2023

Nice in the name of Nice :)

MA
Mohaideen Abdul Kadar M
Help Desk Technician
Brambles (Logistics & Supply Chain, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The Nice is well suited for the customer service teams who are taking care of calls, we can easily set up an exact call flow and distribute calls to the agents very effectively. It's well suited for both big and small companies with prompt support and healthy relationship. We can go with Nice without any hesitation or second thoughts.
August 23, 2023

The world of technology is constantly changing and the Nice products are always being updated and improved to help us meet the ever changing expectations of our customers.

BR
Belinda Ready
Contact Center Manager
PNM (Utilities, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The world of technology is constantly changing and the Nice products are always being updated and improved to help us meet the ever changing expectations of our customers. Their platform contains all of the products a call center needs in one place.
August 11, 2023

Extended support and extraordinary service

VK
vignesh kumar
Vigneshkumar
Chep international (Packaging & Containers, 1001-5000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Whenever we purpose a new requirement for our users nice support team will take it forward for us to implement and provide solutions fulfill our requirements extended support and dedication technical account manager it helped us to resolve any issue on priority all together nice in contact service and support is highly appreciated
August 10, 2023

Very good experience

Tomáš Sova | TrustRadius Reviewer
Tomáš Sova
Senior Social Media Specialist
Komerční banka (Banking, 5001-10,000 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
As I previous wrote, we are very happy with the solution that Nice CXone is providing to us. We use Brand Embasy. It is tool for social media care. We cooperate together more than 5 years and I have to admit that we have not find any better solution for our job, as we every year do our researches on market.
August 10, 2023

Great Product for your CEC portfolio

Verified User
Program Manager in Information Technology
Hospitality Company, 5001-10,000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you have a lot of complete out of the box products that are working for your company then something like CXone might not have the same capabilities that you have with those other products. It does a good job of combining different tools in one product but they aren't always the most robust when they are first launched.
August 10, 2023

Accessibility in Contact Centers

DV
Dawn Vanderkooi
Director of Contact Center Services
VIA Visually Impaired Advancement of WNY (Telecommunications, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The employees at NICE CXone are great to work with. There is ongoing support meetings with your TAM where you can discuss your needs and seek guidance if you need help with anything. If there is a problem with the functionality they are on top of it sometimes prior to you noticing or reporting the issue. They have great follow up to make sure your issues are resolved. Accessibility for our visually impaired staff is most important to us and NICE CXone hits all the high notes.
March 31, 2023

NICE CXone is a Great Product

Verified User
Technician in Information Technology
Building Materials Company, 501-1000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
Great for any inbound call centre or IT service desk.
Great for any business looking to track and report on their team efficiency and SLA's
Great for any teams that want to have pre recorded messages played for all inbound calls
Great for any teams looking to play a recorded message for any major incidents within the business.
January 09, 2023

NICE CXone - a scalable phone and contact solution to give you the edge on calls to and from your user base

Jonathan Matthis | TrustRadius Reviewer
Jonathan Matthis
Technician III
Atos (Hospital & Health Care, 10,001+ employees)
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
If you need a phone solution for your company but don't want to have to rely on physical hardware to install or backend hardware to maintain this is a great solution that can be scaled per company size. This allows someone on your team to always be available for phone calls 24/7.

If you are looking for a more traditional setup with voicemail and holiday hours and physical handsets to hold in your hands, this is not for you as it is software based so it will require a headset and as with many things, a wired headset is always recommended.
January 06, 2023

Maybe good for large companies, but not good value or service for smaller ones.

PJ
Paul Jebe
IT Manager
Kinex Medical Company (Medical Device, 201-500 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
The service is powerful and can likely accommodate any scenario you can imagine. However configuration of the service is very complex and they will charge you hefty fees to engage their support for assistance/guidance. This may be fine for companies large enough to support a dedicated voice engineer or two who can dedicate time to mastering the system, but it's a tough and expensive ask for a small company. The service has been reasonably reliable, but their "integration" with our primary provider (RingCentral) is laughable, requiring two separate software clients to be run and interacted with by end users. The integration is cumbersome across the board.
September 16, 2022

In the Eyes of Quality

Anallyn Taban | TrustRadius Reviewer
Anallyn Taban
Quality Manager
FIS (Outsourcing/Offshoring, 10,001+ employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
We have been using NICE inContact CXone for about 5 months now due to the pandemic. There are still opportunities for this application to improve and maybe proper orientation for us would greatly help. Example: When listening to the recording we can hear the caller but the agent isn't stating there is static on their end thus we could not identify where the issue is. Another example is that a call is suddenly disconnected even though the agent has a strong internet connection.
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