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NICE CXone Logo
NICE CXone
4.2
(565)

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Cloud Contact Center Software

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(16)

NICE CXone Pricing, Features, Reviews and Alternatives

NICE CXone product overview

Price starts from

71

/user

Per month

What is 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.

Key benefits of using 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.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

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

Training options

Videos
Webinars
Live Online
In Person
Documentation

NICE CXone pricing information

Value for money

4.1

/5

565

Starting from

71

/user

Per month

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

NICE CXone features

Functionality

4.1

/5

565

Total features

125

20 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Chat/Messaging
Activity Dashboard
Customizable Branding
Multi-Channel Communication
Reporting & Statistics

Functionality contenders

NICE CXone users reviews

Overall Rating

4.2

/5

565

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.05/10
Rating distribution

5

4

3

2

1

261

205

67

18

14

Pros
This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.
I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.
Cons
The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.
Bad UI, slow customer service, difficult reporting, limited integrations.

Overall rating contenders

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Bernard G.

Cloud Applications Consultant

Retail, 11-50 employees

Review source

Overall Rating

Excellent CCaaS Leader

Reviewed 2 years ago

Transcript

Bernard: I'm Bernard, Contact Center as a Service Consultant, and I rate the CXone solution by NICE,...

LK
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Lauren K.

Call Center Employee

Health, Wellness and Fitness, 1,001-5,000 employees

Review source

Overall Rating

InContact Crucial for Work Organization

Reviewed 3 years ago

Transcript

Lauren: Hi, my name is Lauren. I am a call center representative for a dental implant centers, and I...

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Travis G.

Computer Software, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

Swiss Army Knife

Reviewed 3 years ago

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.

WJ
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Warren J.

Nonprofit Organization Management, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Have been using NICE inContact since 2009

Reviewed 4 years ago

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.

Vendor response

Thanks for your feedback, Warren!

AK
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Adam K.

Consumer Goods, 201-500 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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I can't use this

Reviewed 6 months ago

I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business does not have the level of data it needs to function at the level we should be able to for the price we pay.They over-sell and under-deliver.

Pros

Support is responsive and helpful for things that work. Reporting for phones is decent. It's good to have everything all in one (ACD, IVR, WFM, QA).

Cons

You can only forecast LEGACY email and chat with CXone. If you went with Digital (DFO) chat and email, like we did at NICE's recommendation, then you can't forecast email and chat in CXone. The next logical step would be to build your own model with historical data. But the reports out of CXone do not provide interval level historical data (AHT, SL, RR, none of it). You can get totals by channel by...

RL
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Raine Leonard C.

Consumer Services, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE Cxone Usage

Reviewed 3 months ago
Pros

The thing that I really like is that it is used to check my schedule on my work everyday.

Cons

The thing that I least like about NICE Cxone is the color scheme of the site.

JS
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Jim S.

Information Technology and Services, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

Gold standard of contact center software & management

Reviewed 4 years ago
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

Vendor response

Thank you for your review!

NICE CXone FAQs

Q. What type of pricing plans does NICE CXone offer?

NICE CXone has the following pricing plans:
Starting from: $71.00/month
Pricing model: Subscription
Free Trial: Available | (No Credit Card required)


Q. Who are the typical users of NICE CXone?

NICE CXone has the following typical customers:
Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Q. What languages does NICE CXone support?

NICE CXone supports the following languages:
Arabic, Bulgarian, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dutch, English, French, German, Greek, Italian, Japanese, Korean, Norwegian (Bokmal), Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai


Q. Does NICE CXone offer an API?

Yes, NICE CXone has an API available for use.


Q. What other apps does NICE CXone integrate with?

NICE CXone integrates with the following applications:
Textel, Inbenta, Bullhorn ATS & CRM, SAP Customer Experience, Lightico, Oracle Service, Dynamics 365, Zoom, Microsoft Teams, CallVU, LogMeIn Pro, SugarCRM, Cyara, SpiceCSM, Fuze , LogMeIn Central, ServiceNow, Streem, livepro, Salesforce Platform, Firefly, Haptik, ProcedureFlow, Dizzion, Zendesk Suite


Q. What level of support does NICE CXone offer?

NICE CXone offers the following support options:
Phone Support, Chat, Knowledge Base, 24/7 (Live rep), Email/Help Desk, FAQs/Forum

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