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.

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 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.


Key benefits of NICE CXone

100% OF INTERACTIONS ON ONE PLATFORM
Ensure a seamless customer experience for every type of conversation—from voice to digital messaging to chatbots and social. NICE CXone is an
interaction-centric platform built to master and orchestrate 100% of interactions. Unlike a customer relationship management platform or
ticketing system, only an interaction-centric platform can orchestrate sophisticated, AI-driven customer journeys.

ALL THE ADVANCED CAPABILITIES TO MASTER INTERACTIONS
As the operating system for CX, CXone consolidates all communication channels, applications, data, and knowledge onto a single open cloud
platform. This includes the best-of-breed CX solutions from NICE— routing, workforce engagement management, analytics, and digital—all natively
available, streamlining operations and eliminating the need for complex integrations. Run third-party applications natively with CXone integration
hubs and common administration and reporting frameworks.

AI PURPOSE-BUILT FOR CX, DRIVING VALUE FROM DAY ONE
Developed by NICE, Enlighten is the world’s first and only AI built specifically for customer experience. Enlighten leverages the power and capacity
of generative AI and machine learning, coupled with the world’s most extensive CX data set and security guardrails, to produce truly remarkable
customer experiences. Fully embedded across CXone, Enlighten AI is operationalized with pre-built models and ready to drive value from
Day One.


Images

NICE CXone Software - CXone Agent Dashboard
NICE CXone Software - Enlighten Copilot
NICE CXone Software - CXone Interaction Analytics
NICE CXone Software - CXone Performance Management
NICE CXone Software - CXone Workforce Management
View 6 more
NICE CXone video
NICE CXone Software - CXone Agent Dashboard
NICE CXone Software - Enlighten Copilot
NICE CXone Software - CXone Interaction Analytics
NICE CXone Software - CXone Performance Management
NICE CXone Software - CXone Workforce Management

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NICE CXone

4,2 (565)
VS.

Starting Price

US$71,00
month
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month

Pricing Options

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Features

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Integrations

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Ease of Use

4,2 (565)
4,5 (263)

Value for Money

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Customer Service

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Reviews

Overall rating

4,2 /5
(565)
Value for Money
4,1/5
Features
4,1/5
Ease of Use
4,2/5
Customer Support
4,0/5

Already have NICE CXone?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 565
Travis
Travis
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Swiss Army Knife

Reviewed on 2020/10/27

They are a fair and firm company that says what they will do, and they do what they say.

They are a fair and firm company that says what they will do, and they do what they say.

Pros

There are a broad range of features that are combined to make a symbiotic platform with tons and tons of options.

Cons

I wish that there were sentiment analysis for the SMS side of the omnichannel.

Alternatives Considered

Twilio

Reasons for Choosing NICE CXone

I needed HIPAA compliance and a 99.99% SLA.

Switched From

Twilio

Reasons for Switching to NICE CXone

It had all of the products ready to go for omnichannel.
Warren
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 1 001–5 000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Have been using NICE inContact since 2009

Reviewed on 2020/06/25

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we...

My overall experience with NICE inContact has been fantastic. I enjoy working with my reps as we together try to find the best solution to our problems. I feel they have truly been our partner.

Pros

I worked as an end user of NICE inContact in FamilySearch Support and for the past 4 years I have been working as the FamilySearch Telecommunications Product Engineer. As an end user I found the product to be easy to use and reliable. I was able to seamlessly take chats and calls up to 30 in a day. As the Administrator CXOne/inContact Central is easy to use creating skills, users, and security profiles. As the Engineer working in Studio and creating call flows with Salesforce integration I find the product robust and basically if you can think of it, there is most likely a way to make it happen using APIs and the inContact Studio. I was able to learn the basics and build from there with little training. And what I don't know NICE inContact engineers and account managers are there to help.

Cons

In Salesforce there is a feature that you can login as the user to see what the user is seeing. inContact doesn't have that feature. To troubleshoot a user issue I have to go to some lengths to change the users password and login as them to see if I can see what they are reporting. Speaking of reporting, I know the CXOne platform has addons for better reporting but I feel the dashboards and basic reporting could be made better. For example to be able to drill down on a dashboard to specifics even on the user level.

Response from NICE

Thanks for your feedback, Warren!

Brittney
Overall rating
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 6.0 /10

InContact Cloud Software

Reviewed on 2016/10/04

Overall the software gives us more functionality than what we had with our previous vendor. The...

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.

Mikko Jerome
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 10 000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

NICE CXone Review

Reviewed on 2023/12/28

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

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.

Jim
Overall rating
  • Industry: Information Technology & Services
  • Company size: 201–500 Employees
  • Used Daily for 1+ year
  • 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 2019/11/11

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

Alternatives Considered

Five9 and RingCentral MVP

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.

Switched From

Five9 and RingCentral MVP

Reasons for Switching to NICE CXone

CX One features were more comprehensive

Response from NICE

Thank you for your review!

Showing 5 reviews of 565 Read all reviews

NICE CXone FAQs

Below are some frequently asked questions for NICE CXone.

NICE CXone offers the following pricing plans:

  • Starting from: US$71,00/month
  • Pricing model: Subscription
  • Free Trial: Available

Our flexible packages allow you to customize NICE CXone pricing to your unique business needs. Get everything you need to delight customers and scale operations with our all-in-one CCaaS platform.

NICE CXone has the following typical customers:

2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000

NICE CXone supports the following languages:

Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, French, German, Greek, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Traditional Chinese

NICE CXone supports the following devices:

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, livepro

NICE CXone offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

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