Who Uses NICE CXone?
Contact centers in small, medium, enterprise and government organizations use NICE CXone to deliver exceptional customer experiences across all channels digital and voice.
What Is NICE CXone?
NICE CXone is the world's #1 cloud customer experience platform. Delivering omnichannel routing, analytics, workforce optimization, automation, and AI, CXone empowers organizations of all sizes to provide exceptional customer experiences.
NICE CXone Details
NICE inContact
https://www.niceincontact.com
Founded 1997
NICE CXone pricing overview
NICE CXone does not have a free version. NICE CXone paid version starts at US$100.00/month.
Starting Price
US$100.00/month
Free Version
No
NICE CXone deployment and support
Support
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat
Deployment
- Cloud, SaaS, Web-based
- Windows (On-Premise)
- Linux (On-Premise)
Training
- In Person
- Live Online
- Webinars
- Documentation
- Videos
NICE CXone Features
Auto Dialer Software
- API
- Activity Dashboard
- Activity Tracking
- Answering Machine Detection
- Auto-Dialer
- Automatic Call Distribution
- CRM
- Call Centre Management
- Call Disposition
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customer Database
- Data Import/Export
- IVR / Voice Recognition
- Integrations Management
- Interaction Tracking
- Lead Capture
- Lead Management
- Live Chat
- Local Caller ID
- Monitoring
- Multi-Channel Communication
- Power Dialer
- Predictive Dialer
- Preview Dialer
- Process/Workflow Automation
- Progressive Dialer
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Text to Speech
- Third Party Integrations
- Voice Mail
Call Centre Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Auto-Dialer
- Automatic Call Distribution
- Blended Call Centre
- CRM
- Call Centre Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customisable Reports
- Email Management
- IVR / Voice Recognition
- Inbound Call Centre
- Interaction Tracking
- Live Chat
- Manual Dialer
- Monitoring
- Multi-Channel Communication
- Outbound Call Centre
- Performance Management
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Real-Time Chat
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workflow Management
Call Recording Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Archiving & Retention
- Auto-Dialer
- Automatic Call Distribution
- CRM
- Call Centre Management
- Call Disposition
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Tagging
- Call Tracking
- Call Transcription
- Call Transfer
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Conferencing
- Contact Database
- Contact Management
- Customisable Reports
- Event Triggered Actions
- File Transfer
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Monitoring
- Multi-Channel Communication
- On-Demand Recording
- Performance Management
- Performance Metrics
- Predictive Dialer
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Recording
- Reporting & Statistics
- SMS Messaging
- Scheduled Recording
- Tagging
- Third Party Integrations
- Voice Mail
Contact Centre Software
- API
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Notifications
- Auto-Dialer
- Automated Routing
- Automatic Call Distribution
- CRM
- Call Centre Management
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Chatbot
- Collaboration Tools
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customer History
- Customisable Reports
- Data Import/Export
- Email Management
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Monitoring
- Multi-Channel Communication
- Performance Management
- Predictive Dialer
- Quality Management
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workforce Management
Customer Service Software
- API
- Activity Tracking
- Alerts / Escalation
- Appointment Management
- Auto-Responders
- Calendar Management
- Call Centre Management
- Call Routing
- Communication Management
- Contact Database
- Contact Management
- Customer Database
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customisable Forms
- Customisable Templates
- Data Import/Export
- Drag & Drop
- Email Management
- Employee Management
- Engagement Tracking
- Event Triggered Actions
- Inbox Management
- Knowledge Base Management
- Live Chat
- Multi-Channel Communication
- Multiple User Accounts
- Performance Management
- Performance Metrics
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Rules-Based Workflow
- SMS Messaging
- Self Service Portal
- Single Sign On
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Template Management
- Third Party Integrations
- Virtual Assistant
- Voice Mail
- Workflow Management
Help Desk Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Automated Routing
- CRM
- Call Centre Management
- Chat/Messaging
- Client Portal
- Customer Database
- Customer History
- Customisable Branding
- Customisable Forms
- Customisable Reports
- Customisable Templates
- Customizable Fields
- Data Import/Export
- Document Storage
- Email Management
- Email Templates
- Feedback Management
- Help Desk Management
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Macros/Templated Responses
- Monitoring
- Multi-Channel Communication
- Network Monitoring
- Performance Metrics
- Prioritisation
- Real Time Notifications
- Real-Time Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management
Human Resources
- 360 Degree Feedback
- API
- Access Controls/Permissions
- Activity Dashboard
- Applicant Tracking
- Approval Process Control
- Attendance Management
- Attendance Tracking
- Benefits Management
- Calendar Management
- Compensation Management
- Compliance Management
- Configurable Workflow
- Customisable Branding
- Customisable Reports
- Customisable Templates
- Data Import/Export
- Document Management
- Document Storage
- Employee Database
- Employee Management
- Employee Onboarding
- Employee Portal
- Employee Profiles
- Employee Self Service
- HR Management
- Job Application Management
- Learning & Development
- Leave Tracking
- Onboarding
- Payroll Management
- Performance Appraisal
- Performance Management
- Real Time Reporting
- Recruitment Management
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Role-Based Permissions
- Self Service Portal
- Sick Leave Tracking
- Succession Planning
- Third Party Integrations
- Time & Attendance
- Time Off Management
- Time Off Requests
- Timesheet Management
- Training Management
- Vacation/Leave Tracking
- Workflow Management
IVR Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Auto-Dialer
- Automatic Call Distribution
- CRM
- Call Centre Management
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customer History
- Customisable Reports
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multiple Scripts
- Phone Key Input
- Predictive Dialer
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- SMS Messaging
- Survey/Poll Management
- Surveys & Feedback
- Text to Speech
- Third Party Integrations
- Voice Customisation
- Voice Mail
Predictive Dialer Software
- API
- Activity Dashboard
- Activity Tracking
- Auto-Dialer
- Automatic Call Distribution
- Automatic Lead Distribution
- CRM
- Call Centre Management
- Call Disposition
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Campaign Specific Caller ID
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customisable Reports
- Email Management
- FCC Compliance
- FTC Compliance
- IVR / Voice Recognition
- Interaction Tracking
- Lead Capture
- Lead Management
- List Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Predictive Dialer
- Progressive Dialer
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Text to Speech
- Third Party Integrations
- Voice Mail
Speech Analytics Software
- API
- Activity Dashboard
- Audio Capture
- Automatic Call Distribution
- Automatic Transcription
- CRM
- Call Centre Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Campaign Management
- Categorisation/Grouping
- Chat/Messaging
- Communication Management
- Compliance Management
- Computer Telephony Integration
- Customer Experience Management
- Customer Service Analytics
- Customisable Reports
- Data Security
- Email Alerts
- HIPAA Compliant
- IVR / Voice Recognition
- Language Detection
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Natural Language Processing
- Performance Management
- Performance Metrics
- Predictive Analytics
- Predictive Dialer
- Quality Assurance
- Real Time Analytics
- Reporting & Statistics
- Request Assignment
- Sales Trend Analysis
- Search/Filter
- Self Service Portal
- Self-Service Search
- Sentiment Analysis
- Speech-to-Text Analysis
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Visual Analytics
Telephony Software
- API
- Activity Dashboard
- Activity Tracking
- Auto-Dialer
- Automatic Call Distribution
- CRM
- Call Centre Management
- Call Disposition
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Chat/Messaging
- Computer Telephony Integration
- Conferencing
- Contact Database
- Contact Management
- Customisable Reports
- Help Desk Management
- Hotkeys
- IVR / Voice Recognition
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multiple Parties
- Open Database Design
- Predictive Dialer
- Purchasing & Receiving
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- SMS Messaging
- Telemarketing Management
- Text to Speech
- Third Party Integrations
- Video Conferencing
- VoIP
- VoIP Connection
- Voice Mail
Workforce Management Software
- API
- Activity Dashboard
- Activity Tracking
- Approval Process Control
- Attendance Management
- Attendance Tracking
- Automated Scheduling
- Budgeting/Forecasting
- Calendar Management
- Clock In / Out
- Compliance Management
- Compliance Tracking
- Contractor Management
- Customisable Reports
- Data Import/Export
- Document Storage
- Drag & Drop
- Employee Database
- Employee Management
- Employee Onboarding
- Employee Scheduling
- Employee Self Service
- Employee Time Tracking
- Labor Forecasting
- Leave Tracking
- Monitoring
- Online Time Clock
- Payroll Management
- Performance Management
- Performance Metrics
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Recruitment Management
- Reminders
- Reporting & Statistics
- Reporting/Analytics
- Self Service Portal
- Shift Swapping
- Sick Leave Tracking
- Skills Tracking
- Third Party Integrations
- Time & Attendance
- Time Off Management
- Time Off Requests
- Timesheet Management
- Vacation/Leave Tracking
- Variable Workforce
- Workflow Management
NICE CXone Alternatives
More NICE CXone alternatives
Ryan C.
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Overall Rating
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Ease of Use
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Features & Functionality
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Customer Support
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Value for Money
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 19/05/2020
"Excellent VOIP Service"
Comments: 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
Vendor Response
by NICE inContact on 01/07/2020
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
- Reviewer Source
- Reviewed on 19/05/2020
Emily M.
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Overall Rating
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Ease of Use
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Features & Functionality
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Customer Support
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Value for Money
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 21/05/2020
"InContact Review"
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.
Vendor Response
by NICE inContact on 01/07/2020
Thanks for your detailed review, Emily!
- Reviewer Source
- Reviewed on 21/05/2020
Erica T.
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Overall Rating
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Ease of Use
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Features & Functionality
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Customer Support
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Value for MoneyUnrated
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 27/08/2021
"Out with the old, in with the new!"
Pros: It is very easy to use and it allows time between calls to wrap up notes. When calls are in queue you can see the exact number. It has tons of features that I haven't even tapped into yet.
Cons: I cannot dial certain numbers, for example 800 numbers.
- Reviewer Source
- Reviewed on 27/08/2021
Brittney P.
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Overall Rating
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Ease of Use
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Features & Functionality
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Customer Support
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Value for Money
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Likelihood to Recommend
- Reviewer Source
- Source: SoftwareAdvice
- Reviewed on 04/10/2016
"InContact Cloud Software"
Comments: 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.
- Reviewer Source
- Source: SoftwareAdvice
- Reviewed on 04/10/2016
Vinicius L.
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Overall Rating
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Ease of Use
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Features & Functionality
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Customer Support
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Value for Money
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 31/08/2021
"telephony revolution"
Comments:
After the pandemic, my company needed to adapt to the Home Office. As we worked at a central, we didn't know what would be done with telephony. Thanks to Nice, we were able to work safely from home. Not only that, but today we can consider having a hybrid work. To use the software, you only need an internet and a computer.
What I like most about Nice is knowing that I can work from anywhere.
Pros: The convenience of using the software from anywhere made my job much easier. The design that the reports are issued is incredibly understanding.
Cons: Every time I need to make a call, I need to put the "+DDI". As I make many calls in Brazil, I need to be constantly adding the "+55", which is Brazil's DDD.
- Reviewer Source
- Reviewed on 31/08/2021
