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)7.878%
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.
- 9.2Outbound response(464) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 7.7Call forwarding(420) Ratings
Forwarding of calls to the appropriate agents.
- 8.4Click-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.
- 7.9Predictive 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.
- 5.4REST 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.
- 7.8Inbound 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.
- 8.4Recording(467) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 7.3Quality 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.
- 5.1Customer 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
(830)Attribute Ratings
- 9.6Likelihood 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
(1-5 of 5)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.
- Agent dashboard
- 100%10.0
- Warm transfer
- 100%10.0
- Call scripts
- 100%10.0
- Inbound call routing
- 100%10.0
- Customer surveys
- 80%8.0
- Customer interaction analytics
- 100%10.0
- It has an improvement on the time to receive the contacts.
- It's easier to navigate to the agents.
- It does not complicate.
- Reporting
- Calls
- Chats
- E-mails
- Manage the skills
- Manage the queue
- ETC
- Creating scripts for the users.
- Making the task bar easy access.
- Creating different colors.
- Future reporting
- Call recordings
- Manage more skills
- Elevate permissions
- Account administrator
- Price
- Product Features
- Product Usability
- Product Reputation
- Prior Experience with the Product
- Positive Sales Experience with the Vendor
- Analyst Reports
- Don't know
- The login issues
- Accommodate to how find the reports
- Online training
- in-person training
- End a contact
- Find users account
- Password reset
- Unlock accounts
- Updates account profiles
- Find a users account
- Find a station ID
We can work from anywhere due to NICE CXone
- It's easy to find available and working collaborators.
- Various status options for employees to choose from.
- External connections made easy.
- The phone that appears to the caller is sometimes confusing. Personalizing this phone can bring many benefits.
- If the employee spends too much time away, the platform shuts down. [I feel] It should stay active.
- The reports that the employee has access to could show the team's detailed working contacts.
- Agent dashboard
- 80%8.0
- Validate callers
- 60%6.0
- Outbound response
- 70%7.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 100%10.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 100%10.0
- Interactive voice response
- 100%10.0
- REST APIs
- 100%10.0
- Call scripts
- 100%10.0
- Call tracking
- 20%2.0
- Multichannel integration
- 80%8.0
- CRM software integration
- 100%10.0
- Inbound call routing
- 100%10.0
- Omnichannel inbound routing
- 100%10.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 100%10.0
- Historical reporting
- 90%9.0
- Live reporting
- 80%8.0
- Customer surveys
- 90%9.0
- Customer interaction analytics
- 100%10.0
- The company managed to maintain our operation during the pandemic at home while maintaining its service numbers.
- The level of service in my department went to an average of 90% (85% target).
- The level of quality has increased and the reach of customers in countries as well.
- Customer contact
- Call monitoring
- Track call performance
- Home office employee monitoring
- Contact customers abroad
- Dashboard with the performance of operations
- monitoring teams while working at home office
- nice works as an electronic point form these days
- Make contact between employees
- The Dashboard helps with the monitoring of indicators
- The configuration is fully customized
- Product Features
- Product Usability
- Product Reputation
- Implemented in-house
- The divergence in quality indicators
- Failure to understand how the reports were made
- Lack of information regarding the delay in updating information
- Lack of knowledge of the terms used by the tool
- Online training
- in-person training
- no training
- Monitor the quality levels of everyday life
- Monitor when employees are at work
- Track time in connection
- Google Chrome browser often grumpy and uncooperative
- On some calls, it makes a loud noise when the phone is ringing, like a machine gun
- Contacts appear anonymous to customers
- Excel
- I can't define any system that can be integrated with nice.
- File import/export
- The use of API
- connect with your customers through more digital channels
- O monitoramento em tempo real para canais digitais
- Faster real-time update
- More intuitive and faster dashboard
- Inclusion of DDI in calls
Laurentino's review
- The calls have very good quality of sound.
- The connection is excellent, rarely I see a delay or connection problems.
- It's fast and and a light program/website.
- It lacks settings, more options to customize.
- In some calls, it makes a loud noise when the phone is calling, like a machine gun.
- Sometimes the number that shows up for the person who is receiving the call
- is anonymous.
- Agent dashboard
- 90%9.0
- Validate callers
- 90%9.0
- Outbound response
- 100%10.0
- Call forwarding
- 90%9.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 100%10.0
- Predictive dialing
- 100%10.0
- Interactive voice response
- 90%9.0
- REST APIs
- 90%9.0
- Call scripts
- 90%9.0
- Call tracking
- 90%9.0
- Multichannel integration
- 90%9.0
- CRM software integration
- 90%9.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 100%10.0
- Quality management
- 100%10.0
- Call analytics
- 90%9.0
- Historical reporting
- 90%9.0
- Live reporting
- 100%10.0
- Customer surveys
- 100%10.0
- Customer interaction analytics
- 100%10.0
- Not applicable.
- Two - Not applicable
- Three - Not applicable.
We do and receive phone calls for clients and internally.
We represent a team who assist only private and high wealth customers. We use Nice CXone for performance tracking and also as a tool for contact the customers, receive and give transferences, send e-mail, and schedule our customers.
- Phone Calls
- Track Performance
- Schedule calls.
- Totalmente digital.
- Speed
- Facility
- Send Email
- Meetings House in
- Product Usability
- Implemented in-house
- Computer issues
- Programming
- Data
- Online training
- Track performance
- Make calls
- Receive calls
- Scheduling
- Type every time the city code
- "No route found"
- The history is very limited. In the main page, it should show all the history calls
NICE inContact CXone Review
- Streamlined.
- Clear quality.
- It glitches too much when answering a call.
- Agent dashboard
- 90%9.0
- Validate callers
- 80%8.0
- Outbound response
- 70%7.0
- Call forwarding
- 70%7.0
- Click-to-call (CTC)
- 70%7.0
- Warm transfer
- 90%9.0
- Predictive dialing
- 40%4.0
- Interactive voice response
- 50%5.0
- REST APIs
- 50%5.0
- Call scripts
- 10%1.0
- Call tracking
- 30%3.0
- Multichannel integration
- 40%4.0
- CRM software integration
- 40%4.0
- Inbound call routing
- 40%4.0
- Omnichannel inbound routing
- 40%4.0
- Recording
- 20%2.0
- Quality management
- 30%3.0
- Call analytics
- 30%3.0
- Historical reporting
- 30%3.0
- Live reporting
- 30%3.0
- Customer surveys
- 20%2.0
- Customer interaction analytics
- 10%1.0
- Helped complete sales calls.
- Call other agents.
- Confirm policy with supervisor.
- Contact airline for policy.
- Contact support for penalties.
- Saving some outbound numbers as contacts.
- Using the email system.
- The tracking.
- Additional tracking.
- The stats need to be cleaned up.
- Easier company communication for support.
- Implemented in-house
- Everyone getting on the same page.
- Online training
- in-person training
- no training
- Call transfer.
- Dashboard.
- Muting and holding cars.
- Calling out of system.
- Calling internationally.
- Disposition freezing.
- Javascript widgets
My NICE inContact CXone Review
- This tool is very handy and useful for quick skill changes and managing a high number of skills in business.
- You can use it from an open network and it's web-based.
- It's easy to use for anyone.
- Its help section is easy to access and works accordingly.
- It is very user friendly.
- It should allow real-time skill changes at the campaign level.
- Supervisor dashboard could be more user friendly.
- It should have easy to use scripts for real-time skill changes.
- Agent dashboard
- 70%7.0
- Validate callers
- 80%8.0
- Outbound response
- 80%8.0
- Call forwarding
- 80%8.0
- Click-to-call (CTC)
- 80%8.0
- Warm transfer
- 80%8.0
- Predictive dialing
- 60%6.0
- Interactive voice response
- 80%8.0
- REST APIs
- 70%7.0
- Call scripts
- 80%8.0
- Call tracking
- 80%8.0
- Multichannel integration
- 70%7.0
- CRM software integration
- 70%7.0
- Inbound call routing
- 90%9.0
- Omnichannel inbound routing
- 80%8.0
- Recording
- 80%8.0
- Quality management
- 80%8.0
- Call analytics
- 70%7.0
- Historical reporting
- 70%7.0
- Live reporting
- 70%7.0
- Customer surveys
- 80%8.0
- Customer interaction analytics
- 70%7.0
- So far, positive impact
- Easy to use
- WFM realtime
- Quality
- reporting
- call/chat routing
- IVR management
- using it for IVR management
- screen capturing
- quality control
- we want to use it for other channels like chat
- Social media
- emails
- Price
- Product Features
- Product Usability
- Product Reputation
- Analyst Reports
- Implemented in-house
- Nothing much
- Online training
- in-person training
- Some reports are excellent
- Web based tool help to use it on go
- creating customized reports little tricky
- nice iex
- quality tool
- oracle service cloud
- File import/export
- Single Signon
- optimal use of resources
- suggested reporting and dashboard changes