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.
NICE is Great!
Nice CXone - Exceptional Call Center Platform
Nice CXone Features and Value.
Infinite Reporting & Timely delivery
Great product with great features
Thanks for being a NICE partner and offering a great platform!
Glitches galore
NICE CXone Review
Nice in the name of Nice :)
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.
Great tools for Better Decisions
CXone product review
A great all in one call center platform.
CXone a very useful tool to increase Customer Satisfaction
How NICE CXone Differs From Its Competitors
Customization
Customization
Customization
- Customized call routing per call center.
- Customized call reporting per organization.
- Personalized call scripts for each call center
The impact has been invaluable …
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
Customization
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.
Customization
Customization
Customization
Customization
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)8.888%
- Warm transfer (500)8.585%
- Call tracking (481)8.484%
- Inbound call routing (485)7.979%
Reviewer Pros & Cons
Pricing
Digital Agent
$71
Voice Agent
$94
Omnichannel Agent
$110
Entry-level set up fee?
- No setup fee
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
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.
- 8.8Agent dashboard(527) Ratings
Enables agents to track and view their individual and team performance.
- 8.1Validate callers(444) Ratings
Authenticates inbound callers with a customer ID.
- 9.1Outbound response(464) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.8Call forwarding(420) Ratings
Forwarding of calls to the appropriate agents.
- 8.3Click-to-call (CTC)(382) Ratings
Allows one-click calling for agents.
- 8.5Warm transfer(500) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8Predictive dialing(302) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9Interactive voice response(352) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 5.6REST APIs(285) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 6Call scripts(303) Ratings
Providing agents with a predefined conversation script.
- 8.4Call tracking(481) Ratings
Enables agents and managers to see the origin of the call.
- 8.3Multichannel integration(343) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.4CRM software integration(342) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 7.9Inbound call routing(485) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 7.7Omnichannel inbound routing(354) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.3Recording(467) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.4Quality management(452) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 8.2Call analytics(460) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 8.5Historical reporting(451) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.3Live reporting(437) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 5.3Customer surveys(281) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.1Customer interaction analytics(299) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
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
Comparisons
Compare with
Reviews and Ratings
(831)Attribute Ratings
- 9.5Likelihood to Renew24 ratings
- 3.7Availability7 ratings
- 9.2Performance7 ratings
- 8.3Usability552 ratings
- 7.7Support Rating5 ratings
- 7Online Training5 ratings
- 3In-Person Training4 ratings
- 8Implementation Rating8 ratings
- 7Configurability4 ratings
- 6.7Product Scalability7 ratings
- 7Ease of integration4 ratings
- 4.4Vendor pre-sale5 ratings
- 4.4Vendor post-sale5 ratings
- 8.4NICE InContact CXone Reporting541 ratings
Reviews
(1-25 of 578)NICE CXone.
- Great Admin tool to handle the customer's agents and group them according to access levels.
- Intuitive IVR programing using Studio.
- An excellent use of analytics allows our customers to identify trends and anticipate their needs.
- User Interface enhancements would be welcomed.
- Enhancing the integration capabilities with third-party systems.
- Continuing to enhance Analytics and all aspects of the tool with AI.
NICE is Great!
- Support is fairly quick.
- They offer multiple solutions to meet various needs.
- Self service through the product is amazing.
- They need better implementation vendors.
- Better communication for releases and how it impacts users.
Nice CXone - Exceptional Call Center Platform
We switched to NICE CXone approximately 2 and a half years ago to have a consolidated platform for our call centers and to drive cost savings by having a single cloud-based platform.
- Up-Time - NICE CXone is a very stable platform with minimal outages or performance issues
- Ease of Use - NICE CXone is easy to set-up and manage users. It's also very easy to set-up up call flows, change call flows, update holiday hours, etc. Day-to-day system maintenance is very easy
- Training - NICE CXone offers training documentation and videos that are very intuitive and easy to use.
- Support - The support portal is easy to use, but I wish the overall technical support was a little better. They often ask for call samples for issues, and they never seem to be "fresh" enough, meaning that they are already out of date.
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.
Nice CXone Features and Value.
- Data and reporting options are numerous.
- They are constantly advancing their available technologies.
- The user interface is very intuitive.
- Technical Support is lacking in some cases, unable to help in certain scenarios.
- It is sometimes difficult to get answers in a timely fashion from their back-end teams when needed.
Infinite Reporting & Timely delivery
- Agent Metric Reporting
- Time Management
- Schedule Swapping
- Report building Interface
- Graphic Design
Great product with great features
- Clear connections
- Easy to use interface
- Easy access to data
- Better options for agents to view their own data
- Keep agent leg connected
- More search options to find interactions
- Interactive Voice Response
- Automatic speech recognition
- Reporting
- Case Management ( for reported incidents/probems)
- Time is takes to resolve tier2 type problems
- Lack of Subject matter experts
Glitches galore
- records and keeps calls
- the system is fairly easy to use
- we often experience glitches, preventing our call handlers to answer calls
- glitches when logging out of MAX if not done correctly
- We are expected to help figure out the reasons behind these glitches or do some for the work needed to fix it ourselves
NICE CXone Review
- Quick to provide help
- Updates to the platform are relevant
- Our account manager is always available
- The Studio scripting can be challenging to navigate
- We do run into issues trying to show we have an issue when they can't replicate it
Nice in the name of Nice :)
- We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
- The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
- The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
- The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
- Reporting is very easy and helpful.
- Dashboard is awesome, no word to describe it
- Please enable secondary ringer option in Salesforce
- Please extend the notification time for incoming calls. It's just for 3-4 sec as of now, which leads us to miss the calls.
- Need little improvement in reporting
- reliability of their routing system
- technical account manager
- improve implementation process
- quality control
Great tools for Better Decisions
- Workforce management is very easy to use
- Quality management allows evaluations to be objective
- Real time adherence allows me to know what everyone on the team is doing at a glance
- Reports allow us to evaluate the performance and helps us improve
- It would be nice if the prebuilt reports had some functions to modify
- It would be nice to have additional color Aux codes for WF
- Honestly, I don't have any other suggested areas of improvement.
CXone product review
- Provide innovative ways to engage with customers
- Provide detailed data needed for reports requested by clients
- Technical Account Manager is always attentative and responsive to our needs.
- Easy to engage with support.
- Provide better ways to be able to access raw data from the platform without the need of APIs or custom reports.
- With more and more users working remotely, have the platform more friendly with Wifi connections. A lot of connection and audio issues occur due to being connected to the internet via wifi. It's not ideal for everyone to be connected via ethernet cable.
- Have the ability to get contact detail reports past 90 days.
A great all in one call center platform.
- I really like how easy the IVR is to script and debug.
- Quality Management is top notch.
- Workforce management make scheduling a breeze.
- The reporting tools aren't as user friendly as I would like.
- The MFA implementation is a joke.
CXone a very useful tool to increase Customer Satisfaction
- Helps raise KPIs
- Helps coach agents
- Quality coaching could be easier to utilize
Great Product
- customer services
- ability to personalize IVR
- alerts on updates
- being able to set billing according to need
- WFM has a lot of steps
Extended support and extraordinary service
- User friendly to create and delete new users
- We can easily identify the changes taken place via change history
- Realtime auditing options will help for monitoring purpose
- Good
- Better
- Best
Very good experience
- Great UX
- Very fast and proactive customer support
- Multichannel solution
- There can be changes in interface of the app, however it's still very good
- I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
- Hardly to find any other :)
Great Product for your CEC portfolio
- Providing a Cloud Solution
- Keeping up to date with the newest technology
- Providing support for implementation
- Incorporating data from all systems into one tool
- Having a complete solution when a new product is added to the tech stack
- Platform performance for large companies
Accessibility in Contact Centers
- Functionality options
- Upgrades
- Customer Support
- User management section of the platform could use some efficiency upgrades
NICE CXone is a Great Product
The product allows us to track and report on how the Service Desk is performing.
It allows the Service Desk to handle inbound calls efficiently and effectively.
- Inbound Calls
- Reporting
- Support
- Accessible from any Internet Connection
- Some Calls get stuck and cant be answered
- Sometimes the web client crashes
- Audio quality can sometimes be an issue
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.
- Looking into customers communication
- Responding
- Analytics
- User interface
- Support
NICE CXone - a scalable phone and contact solution to give you the edge on calls to and from your user base
- Seamless integration into systems
- Works on any computer as it is website based, not software based.
- Allows for quick calls, scheduled calls and more
- Quick options to call and work with teammates as a consultation process
- I have experienced frequent issues with the dashboard loading which in turn causes Max to fail to load and function
- Sometimes the functionality can be slow and get bogged down and the only solution is to reload the website
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.
- Deep and robust tool set for designing contact flow
- Respectable uptime
- Phone based customer support is responsive
- Integration with RingCentral is basic at best and not well documented
- They charge per engagement for configuration support
- Admin console is unnecessarily complicated and cumbersome to use
In the Eyes of Quality
- Ability to download calls
- Ability to play calls through other tools like 8x8
- User-friendly navigation
- Inability to measure actual hold time per attempt, which is important for the call center.
- Application crashes from time to time
- When idle, NICE inContact gives an error when tying to refresh.
- Instances of clear recording but agent could not hear caller.
- Delay/Sync issues when agents answer calls affecting QA scores.