4.2
Overall rating
Reviews

4.2
Overall rating
Reviews

About NICE CXone

Organizations around the world are striving to deliver the ultimate customer experience, strengthen brand value, and boost efficiency. NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with rich CX capabilities and an AI purpose-built for CX to deliver truly remarkable customer experiences. 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. CXone is a highly composable and customizable platform with industry-leading CRM integrations, over 400 RESTful APIs, robust SDKs, a development center, DEVone partner program, and the CXexchange marketplace. As a carrier, NICE offers native telephony services and is the only CCaaS provider to offer a MOS guarantee.
NICE CXone Software - CXone Agent Dashboard
NICE CXone Software - Enlighten Copilot
NICE CXone Software - CXone Performance Management
NICE CXone Software - CXone Workforce Management
NICE CXone Software - CXone Interaction Analytics
NICE CXone video
NICE CXone Software - CXone Agent Dashboard - thumbnail
NICE CXone Software - Enlighten Copilot - thumbnail
NICE CXone Software - CXone Performance Management - thumbnail
NICE CXone Software - CXone Workforce Management - thumbnail
NICE CXone Software - CXone Interaction Analytics - thumbnail

NICE CXone pricing

NICE CXone does not have a free version but does offer a free trial. NICE CXone paid version starts at US$71.00/month.

Starting Price:
US$71.00/month
Free Version:
No
Free trial:
Yes

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NICE CXone Reviews

Feature rating

Value for Money
4.1
Functionality
4.1
Ease of Use
4.2
Customer Support
4.0
5 reviews of 565 View all reviews
Ryan
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/05/2020

Excellent VOIP Service

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

Response from NICE

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

Replied 01/07/2020
Shelly
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
3
Customer Support
5

4
Reviewed on 12/12/2019

Dec.2019_3M_US_Admin_Support_inContact

Fast to learn
Efficient to setup
Good training documentation
Wonderful tech support
Great experience

Pros

The details offered to discover path of contacts, simple process of escalating issues, and efficiency of setup of users and ACD elements are the best I've dealt with in my 25 years of ACD phone support.

Our TAM is amazing & knows her stuff.

Reports are capable of great detail

Cons

Because of the open structure to access so much detail, it takes time to analyze what everything means.

The integration with Salesforce is wonderful, but seems a challenge to avoid daily errors; often clearing cache and cookies...I know this has much more to do with 3M's network and Salesforce, but everyone thinks it is the phone that causes the problem.

We tried to standardize ACD routing setup, however, the cleanup from each deployment sent us down custom paths again; I understand the goal to eventually streamline with the Global Scripts - this is the right thing to do and will make things better, it will just take awhile to get there.

Response from NICE

We're so happy to hear about your great experience! Thank you, Shelly!

Replied 06/01/2020
Mikko Jerome
  • Industry: Outsourcing/Offshoring
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 28/12/2023

NICE CXone Review

My overall experience with NICE CXone is superb and I will recommend it.

Pros

The tools and how easy it is to explore and identify the well-organized procedure.

Cons

Everything is good since it was easy to use.

Verified Reviewer
  • Industry: Hospitality
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
3
Ease of Use
4
Customer Support
4

3
Reviewed on 11/11/2019

Omnichannel, Multi-site, International Contact Center

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.

Response from NICE

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.

Replied 25/11/2019
Jomasel
  • Industry: Consumer Services
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/12/2023

Nice CXone useful for time keeping

Positive experience for being organized and easier to be followed.

Pros

Easier navigation, schedule plotting, updated attendance and adherance purposes.

Cons

None so far. Perfectly created for schedule keeping.

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