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

Pricing starting from:

$100.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to NICE CXone

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.

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Australia, Brazil, Canada, Germany, United Kingdom , India, Japan, Mexico, United States

Supported Languages

Chinese, English, French, German, Italian , Japanese, Korean, Portuguese, Russian, Spanish, Traditional Chinese

Pricing starting from:

$100.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to NICE CXone

Images

NICE CXone Software - NICE CXone dashboard
NICE CXone Software - NICE CXone sentiment trends
NICE CXone Software - NICE CXone performance monitoring
NICE CXone Software - NICE CXone call evaluation form
NICE CXone Software - NICE CXone quality tracker
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NICE CXone video
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NICE CXone video
NICE CXone Software - NICE CXone dashboard
NICE CXone Software - NICE CXone sentiment trends
NICE CXone Software - NICE CXone performance monitoring
NICE CXone Software - NICE CXone call evaluation form
NICE CXone Software - NICE CXone quality tracker

Features

Total features of NICE CXone: 129

  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM Software
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking Software
  • Call Transfer
  • Callback Scheduling
  • Campaign Management Software
  • Campaign Specific Caller ID
  • Categorization/Grouping
  • Chat/Messaging
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management Software
  • Contractor Management Software
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Forms
  • Customizable Templates
  • Drag & Drop
  • Email Alerts
  • Email Management Software
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling Software
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • IVR/Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • List Management
  • Live Chat Software
  • Macros/Templated Responses
  • Manual Dialer
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer Software
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management Software
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time & Attendance
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Virtual Assistant
  • VoIP Connection
  • VoIP Software
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management Software
  • Workforce Management Software

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Reviews

Overall rating

4.2 /5
(530)
Value for Money
4.0/5
Features
4.1/5
Ease of Use
4.2/5
Customer Support Software
4.0/5

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

Showing 5 reviews of 530
rakesh
Overall rating
  • Industry: Insurance Software
  • Company size: 10,000+ 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

Perfect for IVR integration

Reviewed on 10/04/2021

Overall this has been a pretty good software upgrade since it integrates with all the other NICE...

Overall this has been a pretty good software upgrade since it integrates with all the other NICE products and the support is amazing.

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience. Support of NICE is amazing and agents would need a very minimal to no training. The screen is slick and intuitive and hardly see any crashes.

Cons

There are couple of features that might need some improvement like the reporting functionality and generating reports. It would be nice if there are some other features included in the price like SMS and chat.

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 inContact

Thank you for your review!

Steven
Overall rating
  • Company size: 51-200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

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

Constant Service Issues, Terrible Customer Support

Reviewed on 13/10/2016

While we like the reporting system much better than our last system (though it does have a bit of a...

While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still have at least one impacting event every week or 2, that lasts 20-30 minutes.

The customer support is the worst I've ever dealt with. Some of them are nice, but clearly just don't have any idea what they're talking about, and some of them our downright rude. 1/3 of the time I call them, I know right away, based on their initial response, that there's no way they're going to be able to resolve my issue. Another close to 2/3 of the time, they take my info, ask me for info they could find themselves, and then create a case. They keep updating the case, until eventually the issue just kind of resolves itself, and then they close the case. Then, of course, the issue comes back 2 days later, and the process starts over again. I've even had a service representative flat out tell me my agents are lying to me, rather than treating the issue like it's InContact's fault - he also basically told me I was an idiot for "not seeing the obvious answer". We did, later, find proof that it was InContact's fault.

For all of our service issues over the last several months, they did provide a credit due to the guarantee, but six months of refunds came out to be about 8% of one month's bill - not much of a refund for constant issues and headaches that cost our company sales and hurt our department's credibility.

The script (InContact's Studio) is immensely and unnecessarily confusing, and if you can't figure out how to do it yourself, customer support will try for about 30 minutes and fail (hopefully not breaking anything else in the process), and then you have to call their professional services, which charges for every 15 minutes you're on the phone. Expect about an hour and a half call to add a simple "press one for this skill, press two for this skill" menu to a specific line. If you think about it, it's pretty genius - they actually make money by having a terrible customer service department and a complicated product, because then it forces you to pay exorbitant prices to get real help.

Many of their other add-on softwares are also unnecessarily confusing, outdated, buggy, or a combination of all 3. For instance, their WFO software, Verint, is incredibly confusing. Three of our employees went to a week-long training (which we paid a lot for) right before I took this position, and none of those employees could really tell me how to use the software. They did, however, forward to me 2 separate guides for the software, which totaled nearly 1,000 pages. Even with the wide array of unnecessary and complicated options, I still couldn't customize it to my needs after working with it, and customer support for nearly a month. They are moving away from Verint, because the company that acquired InContact has a competing product, but this point still stands for their other softwares as well - InView is nice, but very buggy and finicky, and we couldn't get quick results from our Account rep there - Uptivity looks like it was created in the early 90s, and is also relatively confusing, and non-user friendly - their customer support is also horrid.

The only reason we haven't switched already, is I'm finally starting to understand their Studio (after 9 months in this job), and I don't want to start over, and I'm worried that another company will be just as bad, or at least close. But it really hurts to pay so much for a poor service.

As far as price, I don't have enough experience in the field to be a great judge on this, but in speaking with others about some of their add-on service quotes that they've given us, I'm quite sure that these at least are a pretty terrible deal.

Pros

Reports are much more customizable than our last service
The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.

Cons

- Poor Customer Service
- Buggy/Non-user friendly add-on products
- Constant Service Issues
- Complicated Script
- Expensive Professional Services

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 inContact

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

Erik
Overall rating
  • Industry: Renewables & Environment
  • 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

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.

Showing 5 reviews of 530 Read all reviews

NICE CXone FAQs

Below are some frequently asked questions for NICE CXone.

NICE CXone offers the following pricing plans:

  • Starting from: $100.00/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:

Chinese, English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Traditional Chinese

NICE CXone supports the following devices:

NICE CXone integrates with the following applications:

AnswerDash, Applango, Atos Suite, Bullhorn ATS & CRM, CallVU, Central, Cyara, Dizzion, Dynamics 365, Firefly, Fuze, Haptik, Inbenta, Ivinex CRM, Lightico, Linc, Microsoft Teams, NGNCloudComm, NetSuite CRM, Oracle Service, Pro, 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

NICE CXone offers the following support options:

Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

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