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.

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.

Where can NICE CXone be deployed?

Cloud, SaaS, Web-based, Windows (On-Premise), Linux (On-Premise)

About the vendor

  • NICE inContact
  • Located in Salt Lake City, US
  • Founded in 1997
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Brazil, Canada, Germany, India and 4 others

Languages

Chinese, English, French, German, Italian and 6 others

NICE CXone pricing

Starting Price:

US$100.00/month
  • Yes, has free trial
  • No free version

NICE CXone does not have a free version but does offer a free trial. NICE CXone paid version starts at US$100.00/month.

About the vendor

  • NICE inContact
  • Located in Salt Lake City, US
  • Founded in 1997
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Brazil, Canada, Germany, India and 4 others

Languages

Chinese, English, French, German, Italian and 6 others

NICE CXone videos and images

NICE CXone Software - Dashboard
NICE CXone Software - Analytics
NICE CXone Software - Quality Management
NICE CXone Software - Evaluation Form
NICE CXone Software - Quality Planner
View 6 more
NICE CXone video
NICE CXone Software - Dashboard
NICE CXone Software - Analytics
NICE CXone Software - Quality Management
NICE CXone Software - Evaluation Form
NICE CXone Software - Quality Planner

Features of NICE CXone

  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Outbound Dialer
  • Budgeting/Forecasting
  • CRM
  • Call Centre Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer Experience Management
  • Customer Surveys
  • Email Management
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • Feedback Management
  • File Transfer
  • IVR / Voice Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Multi-Channel Communication
  • Multi-Language
  • Multiple Scripts
  • On-Demand Recording
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Process/Workflow Automation
  • Quality Management
  • Queue Management
  • Recording
  • Reporting/Analytics
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Skills Tracking
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Text to Speech
  • Third Party Integrations
  • Ticket Management
  • Time & Attendance
  • Time Off Management
  • Timesheet Management
  • VoIP Connection
  • Voice Customisation
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

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Drive growth with Sales Cloud 360, the best-in-class sales solution that drives rep productivity on the world's #1 CRM platform. Learn more about Salesforce Sales Cloud
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Reviews of NICE CXone

Average score

Overall
4.2
Ease of Use
4.2
Customer Service
4.0
Features
4.1
Value for Money
4.0

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Ryan
Ryan
IT Manager in US
Verified LinkedIn User
Information Technology & Services, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent VOIP Service

5.0 2 years ago

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

NICE inContact Response

2 years ago

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

Emily
VP Contct Centers in US
Hospitality, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

InContact Review

4.0 2 years ago

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.

NICE inContact Response

2 years ago

Thanks for your detailed review, Emily!

Tarell
Customer Service Rep in Jamaica
Outsourcing/Offshoring, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Best Contact Software

5.0 2 months ago New

Comments: 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.

Verified Reviewer
Partner Relationship Manager, Reservations and Customer Care in US
Verified LinkedIn User
Hospitality, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

Omnichannel, Multi-site, International Contact Center

3.0 3 years ago

Comments: 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.

NICE inContact Response

3 years ago

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.

Verified Reviewer
VP, Technical Support in India
Verified LinkedIn User
Computer Software, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

User friendly support center platform

5.0 2 months ago

Comments: 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