NICE CXone
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.
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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: Information Technology & Services
- Company size: 201–500 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 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
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.Reasons for Switching to NICE CXone
CX One features were more comprehensiveResponse from NICE
Thank you for your review!
- Industry: Hospitality
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
Omnichannel, Multi-site, International Contact Center
Reviewed on 11/11/2019
InContact has allowed us to increase flexibility in handling contacts across multiple sites. We...
InContact has allowed us to increase flexibility in handling contacts across multiple sites. We have been able to utilize functionality that allows our agents to know the guest who is calling and the reason for their contact. Like any tool, there is pros and cons. We have had to adapt some of our business practices to the tool. It is nice, no pun intended, to have all of our tools in one platform (ACD, Quality, Reporting, WFM, etc.).
Pros
InContact allows us to utilize our global staff to ensure our guests receive prompt response time to their phone calls, emails, and chats. We are able to skill and staff our agents across multiple sites to increase efficiency. The software was easy to learn and adapt to for our users when we switched. The tool gives us access to data both real-time and historical needed to make decisions and operate effectively. We are able to have multiple tools (WFM, Quality, ACD, Reporting, etc.) in one platform.
Cons
We skill agents with both voice and digital (email and chat) skills. Because InContact treats chat as a digital media type, it will route both chats and phone calls at the same time which is challenging and limits our ability to utilize the omnichannel feature as we would want to.
Without case ownership on email, each reply after the initial email may route to a different agent, which creates challenges with continuity of the communication.
Email reporting has been and continues to be a challenge. It is difficult for us to see how many emails were handled on a certain day if the email was handled on a different day than when it came into the system.
Response from NICE
Thank you for your detailed review. We are always working to improve our software. We will pass along your valuable insight to our development teams.
- 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
Thanks for your review, Ashton! Glad to know about your experience!
- 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
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: $71.00/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:
Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, French, German, Greek, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, 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, Oracle Service, ProcedureFlow, RemoteDesk, SAP Customer Experience, Salesforce Platform, ServiceNow, SmartAction Omni-bot, SpiceCSM, Streem, SugarCRM, Textel, VisualCue, Voxjar, Zendesk Suite, Zoom Workplace, livepro
Q. What level of support does NICE CXone offer?
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.
- 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
- Customer Engagement Software
- Customer Communications Management Software
- Customer Satisfaction Software
- Speech Analytics Software
- Complaint Management Software
- Customer Support Software