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.
Business size
Deployment
- Cloud-based
- On-premise
Markets
Australia, Brazil, Canada, Germany, United Kingdom, India, Japan, Mexico, United States and 4 others
Supported Languages
Chinese, English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Traditional Chinese and 6 others
Pricing starting from:
$100.00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to NICE CXone
Images
Features
Total features of NICE CXone: 132
Alternatives
Five9
RingCentral MVP
Genesys Cloud CX
Fuze
Reviews
Already have NICE CXone?
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- Industry: Information Technology & 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
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
Five9Reasons for Choosing NICE CXone
We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested inSwitched From
Five9Response from NICE inContact
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
- 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
Five9Reasons 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
Five9Reasons 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!
- Industry: Outsourcing/Offshoring
- 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
Best Contact Software
Reviewed on 20/06/2022
I've been using this software for over 2 years taking inbound and making Outbound calls. The audio...
I've been using this software for over 2 years taking inbound and making Outbound calls. The audio quality is the best I've ever used. I'm glad we were able to switch from our previous contact resolution software.
Pros
What I enjoy most about Nice is that it's pretty easy to use. The distributing feature for multiple agents to use the software handling each call is unbelievable.
Cons
The biggest challenge I've faced is setting up a new profile w/dashboard etc. After over and hour we were able to have it set up.
- 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.
- Industry: Computer Software
- Company size: 1,001-5,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
User friendly support center platform
Reviewed on 03/06/2022
We've been using Nice CXone for last few years and the overall experience is generally positive....
We've been using Nice CXone for last few years and the overall experience is generally positive. The software contains all the support center functionality that you need and can be administered easily. The team likes to use the platform because it's straightforward and user friendly. We are happy with the choice
Pros
User intuitive application with easy navigation experience for both agents and administrators
Length and breadth of reports - inbuilt reports are mostly sufficient. It's easy to create your own custom reports and it does not require any special skill
Can be used for inbound and outbound calls
Call recordings can be easily saved on the cloud
Excellent integration capabilities, we've integrated with Salesforce with good results
Cons
Call clarity when you configure cell phone to receive calls
Long drawn process of procuring toll free numbers for some regions
Occasional connectivity issues, however it's a thing of past and lot more reliable now
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, 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, 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
