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What is NICE CXone?

NICE CXone is a cloud platform with native applications for ACD/IVR, omnichannel routing, workforce engagement management, knowledge management, digital and self-service channels, interaction analytics, and AI models for automation and continuous improvement.

With NICE CXone, organizations can orchestrate every type of interaction—from voice and digital messaging to chatbots and social media—and deliver AI-driven experiences with Enlighten, proprietary AI developed specifically to optimize CX.

Who Uses NICE CXone?

Organizations of all sizes that need to deliver exceptional voice, digital, and self-service customer experiences across all interaction channels.

NICE CXone Software - CXone Dashboard
NICE CXone Software - Enlighten Copilot
NICE CXone Software - CXone Studio
NICE CXone Software - CXone Performance Management
NICE CXone Software - CXone Interaction Analytics

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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
4.1

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

Alternatives Considered:

Excellent VOIP Service

5.0 4 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.

NICE Response

4 years ago

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

Saskia
Saskia
Senior Director Sales Marketing in US
Verified LinkedIn User
Restaurants, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Excellent Resource; Future Versions Will Be Even Better

5.0 9 months ago

Comments: It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them.

Pros:

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Cons:

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time.

James
Network Engineer V in US
Hospitality, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Stuff [sensitive content hidden] Thinks

5.0 2 weeks ago New

Comments: Pretty darn good, there are dark spot also, but in general good.

Pros:

The ability to do whatever I think of, I can do

Cons:

Troubleshooting the "Carrier Services" is not what I would call "stellar"

Robin
Accountant in US
Food Production, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Invoicing Problematic

2.0 3 weeks ago New

Pros:

Customer service does reach out, but requests not followed through on

Cons:

That every single month I have to email for an invoice. I have asked numerous times to automatically send us invoices monthly. You take our money every month on autopay but always fail to email the invoices. I always have to reach out to you. We constantly have problems with the portal saving passwords and not allowing us to log on. Customer service alleges they have assisted and set us up, but next month I try and can't log in again.

NICE Response

3 weeks ago

Thank you for being a NICE CXone customer. We are very sorry to hear you've had issues with billing. If you'd like additional help navigating this issue, please reach out the email address provided in our response. Thank you for providing feedback to help us serve you better!

Kiyanna
Client Care Specialist in US
Furniture, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Makes life easier!

5.0 2 weeks ago New

Comments: My overall experience with NICE CXone has been smooth and I appreciate the ease of everything which allows me to have a great day of interacting with customers.

Pros:

I like that NICE CXone is always reliable. There are hardly any issues, and the functionality is simple and easy to navigate.

Cons:

There can be some minor connection issues every now and then, but nothing too intense.