About NICE CXone

Organizations around the world are striving to deliver the ultimate customer experience, strengthen brand value, and boost efficiency. NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with rich CX capabilities and an AI purpose-built for CX to deliver truly remarkable customer experiences.

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 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.
CXone is a highly composable and customizable platform with industry-leading CRM integrations, over 400 RESTful APIs, robust SDKs, a development center, DEVone partner program, and the CXexchange marketplace.

As a carrier, NICE offers native telephony services and is the only CCaaS provider to offer a MOS guarantee.


Key benefits of NICE CXone

100% OF INTERACTIONS ON ONE PLATFORM
Ensure a seamless customer experience for every type of conversation—from voice to digital messaging to chatbots and social. NICE CXone is an
interaction-centric platform built to master and orchestrate 100% of interactions. Unlike a customer relationship management platform or
ticketing system, only an interaction-centric platform can orchestrate sophisticated, AI-driven customer journeys.

ALL THE ADVANCED CAPABILITIES TO MASTER INTERACTIONS
As the operating system for CX, CXone consolidates all communication channels, applications, data, and knowledge onto a single open cloud
platform. This includes the best-of-breed CX solutions from NICE— routing, workforce engagement management, analytics, and digital—all natively
available, streamlining operations and eliminating the need for complex integrations. Run third-party applications natively with CXone integration
hubs and common administration and reporting frameworks.

AI PURPOSE-BUILT FOR CX, DRIVING VALUE FROM DAY ONE
Developed by NICE, Enlighten is the world’s first and only AI built specifically for customer experience. Enlighten leverages the power and capacity
of generative AI and machine learning, coupled with the world’s most extensive CX data set and security guardrails, to produce truly remarkable
customer experiences. Fully embedded across CXone, Enlighten AI is operationalized with pre-built models and ready to drive value from
Day One.


Images

NICE CXone Software - CXone Agent Dashboard
NICE CXone Software - Enlighten Copilot
NICE CXone Software - CXone Interaction Analytics
NICE CXone Software - CXone Performance Management
NICE CXone Software - CXone Workforce Management
View 6 more
NICE CXone video
NICE CXone Software - CXone Agent Dashboard
NICE CXone Software - Enlighten Copilot
NICE CXone Software - CXone Interaction Analytics
NICE CXone Software - CXone Performance Management
NICE CXone Software - CXone Workforce Management

Not sure about NICE CXone? Compare with a popular alternative

NICE CXone

4.2 (566)
VS.
Highly reviewed

Starting Price

$71.00
month
$25.00
month

Pricing Options

Free version
Free trial
Free version
Free trial

Features

127
199

Integrations

38
22

Ease of Use

4.2 (566)
4.1 (754)

Value for Money

4.1 (566)
4.1 (754)

Customer Service

4.0 (566)
4.2 (754)
Green rating bars show the winning product based on the average rating and number of reviews.

Alternatives

Salesforce Service Cloud

4.4
#1 Alternative to NICE CXone
Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your...

Salesforce Marketing Cloud

4.2
#2 Alternative to NICE CXone
Meet Salesforce Marketing Cloud, the leading marketing solution to increase engagement with every consumer.

CloudTalk

4.4
#3 Alternative to NICE CXone
CloudTalk is a cloud-based call center solution for sales and support teams looking to improve productivity, customer...

GoTo Connect

4.5
#4 Alternative to NICE CXone
GoToConnect combines the power and reliability of Jive's cloud VoIP phone systems with GoToMeeting's web, audio and...

Reviews

Overall rating

4.2 /5
(566)
Value for Money
4.1/5
Features
4.1/5
Ease of Use
4.2/5
Customer Support Software
4.0/5

Already have NICE CXone?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 566
Irv
Irv
Overall rating
  • Industry: Facilities Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • 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)

Jim
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Gold standard of contact center software & management

Reviewed on 11/11/2019

Pros

Technical Customer Support manager is top-notch
ACD / IVR configuration was a snap. We were up and running in almost no time

Cons

Workforce Management module configuration is a bit tricky

Alternatives Considered

Five9 and RingCentral MVP

Reasons for Choosing NICE CXone

We decided to move to a cloud based solution to add levels of resiliency that we didn't have. Also, the benefits of flexibility were tremendous.

Switched From

Five9 and RingCentral MVP

Reasons for Switching to NICE CXone

CX One features were more comprehensive

Response from NICE

Thank you for your review!

Adam
Overall rating
  • Industry: Consumer Goods
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

I can't use this

Reviewed on 31/08/2023

I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business...

I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.

Pros

Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).

Cons

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.

James
Overall rating
  • Industry: Consumer Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

NICE CXone is Super Flexible

Reviewed on 08/02/2024

Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive...

Our current Account Manager with NICE has been a breath of fresh air. He's extremely responsive and provides options to our questions. Shout out to [sensitive content hidden]!

Pros

Ability to run reports on demand, ACD is robust, and dashboards and supervisor application gives real time views on agent performance.

Cons

It's on the expensive side. However, you get what you pay for, so the value is certainly there.

Ashton
Overall rating
  • Industry: Luxury Goods & Jewelry
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • 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

Five9

Reasons 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

Thanks for your review, Ashton! Glad to know about your experience!

Showing 5 reviews of 566 Read all reviews

NICE CXone FAQs

Below are some frequently asked questions for NICE CXone.

NICE CXone offers the following pricing plans:

  • Starting from: $71.00/month
  • Pricing model: Subscription
  • Free Trial: Available

NICE CXone has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

NICE CXone supports the following languages:

Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, French, German, Greek, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Traditional Chinese

NICE CXone supports the following devices:

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, livepro

NICE CXone offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for NICE CXone.