About NICE CXone
NICE CXone works with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE CXone CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results.
NICE CXone is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.
• Industry’s best-published SLA of 99.99%
• Industry's only guaranteed voice SLA
• 390,000+ cloud contact center agents
• 150+ countries
• 85+ Fortune 100 customers
Key benefits of NICE CXone
- The service operates in a carrier-grade, geographically redundant environment with guaranteed 99.99% availability
- Intelligent call suppression - Verifies if the business or individuals you are calling are on a tailored suppression list.
- Agent scripting - Build custom individual agent screens or scripts. Create decision trees and design your agents work flow.
- Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.
- Message lay-down campaigns to dial contacts and lave automated messages without the need for agents
- Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.
- Integrate with custom built CRMs and third party solutions such as Salesforce, Microsoft Dynamics CRM, and Oracle RightNow.
- Automated Speech Recognition and Text-to-Speech is available in multiple languages
- Speech analytics software helps to identify top concerns and the most important calls based on specific criteria. Use custom call tags to categorize calls by customers' reasons for calling.
- Quality management tools include role-based scorecards with KPIs, integrated eLearning and coaching management, speech analytics, customized evaluation forms, synchronized audio and screens for recorded interactions.
- Smart Inbox delivers calls based on specific call data such as DNIS, ANI, call duration and direction.
- Workforce Management can be used to forecast customer demand and schedule and manage staff. Use real.time visibility into staff availability and call volumes, as well as historical workload trends to create optimal schedules.
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Reviews
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Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Facilities Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Great for a small call center
Reviewed on 02/11/2018
My team manages a mini call center composed of 5 specialists that that handle incoming calls from...
My team manages a mini call center composed of 5 specialists that that handle incoming calls from our vendor network throughout the day. During high volume days, calls are looped among the specialists in order to avoid missing any calls and requiring a vendor to leave a voicemail. This software was easy for our IT department to transition between looped calls and standard call processes. I believe that this is software can grow with your company whether you have 5 employees or 500.
Pros
Mostly reliant software with great sound quality
Great call routing features and automation
Quality call recording options (useful for escalations or PIP)
Cost effective due to the entire company using the platform (may be expensive for smaller teams)
Cons
When system is down, missed calls are lost
System support can be slow at times
Reporting capabilities could be expanded (improved dashboards)
- Industry: Luxury Goods & Jewelry
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Great product
Reviewed on 11/03/2020
Pros
I love the IVR system that they have. It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.
Cons
The call quality is high but if you have headsets that aren't very good it can create issues with audio.
Alternatives Considered
Five9Reasons for Choosing NICE CXone
Overall CX one is a better product by far.Reasons for Switching to NICE CXone
Nice Incontact is a local company to us and we wanted to focus on inbound calls not outbound.Response from NICE inContact
Thanks for your review, Ashton! Glad to know about your experience!
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 4.0 /10
Terrible Onboarding Experience
Reviewed on 11/03/2020
It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but...
It is expensive and support is not great. If you pay for a dedicated CSM you get a lot of help, but at an extra $800 a month it's hard to justify. The product is fine but the onboarding was the worst I have ever experienced for any tool I have purchased.
Pros
Up time is good, WFM integration with the basic telephony is nice.
Cons
The onboarding was done by a third party and it was completely botched. They put us on the wrong instance, had to then move us over to a new instance, but the effects were felt for months. The install process took almost 6 months and we still have issues a year and a half later.
When we upgraded a product a year later, they never mentioned that an upgraded softphone would also be necessary, so it delayed onboarding once again. Thankfully they offered to comp us the upgraded softphones after weeks of back and forth. Otherwise the project would've cost significantly more than they originally quoted us.
Alternatives Considered
Zoom MeetingsReasons for Choosing NICE CXone
More features and functionality.Switched From
GoTo ConnectReasons for Switching to NICE CXone
More features and functionalityResponse from NICE inContact
Miles, we're sorry to hear about your onboarding experience. It seems as though things have improved since then. If there's anything else we can do to improve your experience, please do reach out to us at [email protected].
Thanks so much for your feedback.
- Industry: Information Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Nonprofit that Highly Recommends NICE InContact
Reviewed on 24/08/2023
Overall, NICE InContact has been great in providing the technology infrastructure to run a...
Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center. The team offers high-level customer service and support.
Pros
The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.
Cons
Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix.
- Industry: Renewables & Environment
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
It works great, with very few cons
Reviewed on 12/11/2019
Pros
We like it because it's solid VoIP product that uses a low bandwidth codec, without sacrificing quality.
Cons
A few of the settings aren't advertised that they're only configurable on the server-side. For example, the Auto-Answer doesn't always stick when the agent changes the setting themselves. We have to engage inContact's customer support to make that change on the Server config settings. That's annoying.
Response from NICE inContact
Erik, we appreciate the specific feedback. We will pass it on to the our product teams. Thank you for the review.
NICE CXone FAQs
Below are some frequently asked questions for NICE CXone.Q. What type of pricing plans does NICE CXone offer?
NICE CXone offers the following pricing plans:
- Starting from: $100.00/month
- Pricing model: Subscription
- Free Trial: Available
Q. Who are the typical users of NICE CXone?
NICE CXone has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does NICE CXone support?
NICE CXone supports the following languages:
Chinese, English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Traditional Chinese
Q. Does NICE CXone support mobile devices?
NICE CXone supports the following devices:
Q. What other apps does NICE CXone integrate with?
NICE CXone integrates with the following applications:
AnswerDash, Applango, Atos Suite, Bullhorn ATS & CRM, CallVU, Cyara, Dizzion, Dynamics 365, Firefly, Fuze, Haptik, Inbenta, Ivinex CRM, Lightico, Linc, LogMeIn Central, LogMeIn Pro, Microsoft Teams, NGNCloudComm, NetSuite CRM, Oracle Service, ProcedureFlow, RemoteDesk, RingCentral Meetings, SAP Customer Experience, Salesforce Platform, ServiceNow, SmartAction Omni-bot, Solvvy, SpiceCSM, Streem, SugarCRM, Textel, VisualCue, Voxjar, Zendesk Suite, Zoom Meetings, livepro
Q. What level of support does NICE CXone offer?
NICE CXone offers the following support options:
Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for NICE CXone.
- Customer Service Software
- Workforce Management Software
- Call Center Software
- Help Desk & Ticketing Software
- IVR Software
- Telephony Software
- Contact Center Software
- Predictive Dialer Software
- Call Recording Software
- Auto Dialer Software
- Speech Analytics Software
- Complaint Management Software
- Customer Support Software
- Contact Centre Quality Assurance Software
- Call Center Workforce Management Software
