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.
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Reviews
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- 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
- 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
- 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 inContact
Thank you for your review!
- Industry: Consumer Goods
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
I can't use this
Reviewed on 31/08/2023
I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business...
I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.
Pros
Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).
Cons
You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
NICE for Me
Reviewed on 24/08/2023
I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no...
I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and understanding.This is what gives me a pleasure to know that I can expect when I interact with the resources.
Pros
I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service.
Cons
Not much, but I would like to see additional training on areas like Studio.
- 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
- 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 inContact
Thanks for your review, Ashton! Glad to know about your experience!
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: US$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, Cyara, Dizzion, Dynamics 365, Firefly, Fuze, Haptik, Inbenta, Ivinex CRM, Lightico, Linc, LogMeIn Central, LogMeIn Pro, Microsoft Teams, NGNCloudComm, 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 Suite, Zoom Meetings, livepro
Q. What level of support does NICE CXone offer?
NICE CXone offers the following support options:
Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for NICE CXone.
- Customer Service Software
- Workforce Management Software
- Call Centre Software
- Help Desk Software
- IVR Software
- Telephony Software
- Contact Centre Software
- Predictive Dialer Software
- Call Recording Software
- Auto Dialer Software
- Speech Analytics Software
- Complaint Management Software
- Customer Support Software
- Contact Center Quality Assurance Software
- Call Center Workforce Management Software
