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.

Devices

Business size

S M L

Markets

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

Supported Languages

Chinese, English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish, zh-hant

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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Features

Total features of NICE CXone: 121

  • 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 History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Templates
  • Drag & Drop
  • Email Alerts
  • Email Management Software
  • Employee Management
  • Employee Scheduling Software
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Knowledge Base Management
  • Labor Forecasting
  • 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
  • Network Monitoring Software
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer Software
  • Preview Dialer
  • Progressive Dialer
  • 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 Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Time & Attendance
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Virtual Assistant
  • VoIP Connection
  • VoIP Software
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management Software

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Reviews

Overall rating

4.2 /5
(511)
Value for Money
4.0/5
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.

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Showing 5 reviews of 511
Ryan C.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51-200 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

Excellent VOIP Service

Reviewed on 19/05/2020

We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over...

We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over from our previous VOIP provider.

Pros

I really appreciate the level of customization NICE inContact has, we have many different profiles for phone agents and the ability to tune everything in to exactly what each agent does has been really great.

Cons

The biggest issue we've had was in setting up supervisor dashboards, anyone with privileges can set one up and the menus start to get cluttered after awhile. We're able to occasionally prune down the views and get things looking reasonable again though.

Alternatives Considered

Five9

Reasons for Choosing NICE CXone

We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in

Switched From

Five9

Response from NICE inContact

We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.

Emily M.
Overall rating
  • Industry: Hospitality
  • 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 9.0 /10

InContact Review

Reviewed on 21/05/2020

Pros

Very user friendly. We very rarely need help from our IT team to make any changes or updates. Most reports and tools can be figured out. Training tools are great. Integration very simple, using Skybox to assist. TAM, Garland Bailey, is excellent.

Cons

Analytics are hard to use and are not accurate based on what I know.
InView does not match InContact reporting. We have asked for support/assistance resolving issues and we have not received resolution in over 3 months.
We need additional widgets in the dashboard but can't get them.

Alternatives Considered

Five9

Reasons for Choosing NICE CXone

InContact was more user friendly. Enghouse required IT support for us to make any changes, with additional cost associated for their support. Cloud based. Ability to add additional users easily, all over the country.

Switched From

Five9

Reasons for Switching to NICE CXone

We had already done our due diligence by the time we started evaluating Five9 and they seemed very comparable.

Response from NICE inContact

Thanks for your detailed review, Emily!

Verified Reviewer
Overall rating
  • 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 inContact

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.

Renae R.
Overall rating
  • Industry: Telecommunications
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Nice CXone is very user friendly for call taking

Reviewed on 31/10/2021

Pros

I like that this application is easy to use. The log in process is seemless depending on if you wish to use a usb headset or not. I also like that you have different log in options you can select from pertaining to the department you work in. You can track your log in and log out times. I like how you can coach an agent if needed while they are on a call, so there are alot of perks to this software.

Cons

There wasnt anything i found yet that i didnt like about the software.

Shelly W.
Overall rating
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Dec.2019_3M_US_Admin_Support_inContact

Reviewed on 12/12/2019

Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience

Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience

Pros

The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support.

Our TAM is amazing & knows her stuff.

Reports are capable of great detail

Cons

Because of the open structure to access so much detail, it takes time to analyze what everything means.

The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem.

We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.

Response from NICE inContact

We're so happy to hear about your great experience! Thank you, Shelly!

Showing 5 reviews of 511 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+

NICE CXone supports the following languages:

Chinese, English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish, zh-hant

NICE CXone supports the following devices:

NICE CXone integrates with the following applications:

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