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


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.


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 Software - NICE CXone performance monitoring
NICE CXone Software - NICE CXone call evaluation form
NICE CXone Software - NICE CXone quality tracker

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Pricing Options

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Features

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61

Integrations

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9

Ease of Use

4.2 (543)
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Value for Money

4.0 (543)
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Customer Service

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Reviews

Overall rating

4.2 /5
(543)
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.

Showing 5 reviews of 543
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!

Brittney
Overall rating
  • Industry: Financial Services Software
  • 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 6.0 /10

InContact Cloud Software

Reviewed on 04/10/2016

Overall the software gives us more functionality than what we had with our previous vendor. The...

Overall the software gives us more functionality than what we had with our previous vendor. The user experiences is easy to adapt to on the front end, however, the back end scripting and set up can be more complex than what InContact would lend you to believe. I think it is a good product, that has great functionality, but that their support team leaves a lot to be desired. If you are in a small to medium contact center this would be a good product to use and scale with. They have a lot of add on functions that can grow with your company.

Pros

The call back feature has been a great asset, it allows us the ability to meet our SLA goals better and not have to expend more resources toward staffing. The reporting options in inContact will suit most organizational needs, however, the reporting feature through inView has been a better more customizable resource for us. Many of the items in inView are in beta, but it is exciting to see whats to come. Overall this product has allowed us to have more visibility into our customer bases, to be able to identify trends and understand truly what our customers are calling for, so that we can best address their needs.

Cons

The support staff has been less than stellar. Misinformation was provided on the front end prior to contract signing that cost us money on the back end. The implementation company that they used initially started out well, but the PM we were assigned wasn't very organized, didn't follow up well, didn't communicate needs well. I found myself often leading the calls, following up on open issues and requesting timelines for items to be completed. The training provided to support the back end such as script building and maintenance wasn't sufficient. It will require dedicated time and support to learn it efficiently enough to be able to maintain it without disrupting anything. I will say that it was a pleasure to work with the technical lead assigned to our implementation he was great at assessing our need and finding solutions to meet it. Dealing with our InContact assigned technical account manager initially was a struggle. They didn't seem to absorb a lot of information related to our account which caused some unnecessary errors related to our billing. It took a couple months to resolve that matter. The follow up from them has not been the greatest, albeit you get what you pay for. They do have an option for an account manager that provides more dedicated support which we are looking into.

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 543 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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