This is your compare tray

Apps you want to compare will be listed here. Launch a head to head comparison at any time.

NICE CXone Pricing, Features, Reviews and Alternatives

NICE CXone product overview

Price starts from

100

Per month

Per Feature

What is NICE CXone?

NICE CXone works with organizations of all sizes to create extraordinary and trustworthy customer experiences that build deeper brand loyalty and relationships that last. With NICE CXone CXoneTM, the industry’s most complete cloud customer experience platform, we combine best-in-class Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, enabling an exceptional agent and customer experience—every time and on every channel. See how our customer-centric expert services, innovative software, extensive ecosystem of valuable partnerships, and over a decade of global leadership can help you transform every experience and customer relationship for lasting results.

Key benefits of using NICE CXone

- The service operates in a carrier-grade, geographically redundant environment with guaranteed 99.99% availability

- Intelligent call suppression - Verifies if the business or individuals you are calling are on a tailored suppression list.

- Agent scripting - Build custom individual agent screens or scripts. Create decision trees and design your agents work flow.

- Multi-number hosted predictive dialing - Define custom retry option for up to 20 phone numbers.

- Message lay-down campaigns to dial contacts and lave automated messages without the need for agents

- Automatic call-back for customers who don't want to wait in the queue. You can also set up a scheduled callback at the customer's desired time.

- Integrate with custom built CRMs and third party solutions such as Salesforce, Microsoft Dynamics CRM, and Oracle RightNow.

- Automated Speech Recognition and Text-to-Speech is available in multiple languages

- Speech analytics software helps to identify top concerns and the most important calls based on specific criteria. Use custom call tags to categorize calls by customers' reasons for calling.

- Quality management tools include role-based scorecards with KPIs, integrated eLearning and coaching management, speech analytics, customized evaluation forms, synchronized audio and screens for recorded interactions.

- Smart Inbox™ delivers calls based on specific call data such as DNIS, ANI, call duration and direction.

- Workforce Management can be used to forecast customer demand and schedule and manage staff. Use real.time visibility into staff availability and call volumes, as well as historical workload trends to create optimal schedules.

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)

Training options

Videos
Webinars
Live Online
In Person
Documentation

NICE CXone pricing information

Value for money

4.0

/5

516

Starting from

100

Per month

Per Feature

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

NICE CXone features

Functionality

4.1

/5

516

Total features

128

14 categories

Most valued features by users

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

Functionality contenders

NICE CXone users reviews

Overall Rating

4.2

/5

516

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7.95/10
Rating distribution

5

4

3

2

1

225

195

65

18

13

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.
AvatarImg

rakesh m.

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.

AB

Alejandra B.

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.

AM

Armie M.

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.

JW

Justin W.

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.

DW

Drevon W.

Bad UI, slow customer service, difficult reporting, limited integrations.

TI

Thaier I.

Overall rating contenders

Overall Rating

Excellent CCaaS Leader

Reviewed 6 months ago

Transcript

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

LK
AvatarImg

Lauren K.

Care Connection Team

Hospital & Health Care, 501-1,000 employees

Review source

Overall Rating

InContact Crucial for Work Organization

Reviewed 2 years ago

Transcript

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

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

Share this review:

Nice Interface

Reviewed 10 days ago

I loved the app it helped my agents perform their jobs more efficiently

Pros

I love how i was able to control the information uploaded into the software for employees to manage.

Cons

The setup process is not easy if your not knowledgeable of the content and or company your using the software for

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

Share this review:

InContact Review

Reviewed 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.

Vendor response

Thanks for your detailed review, Emily!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

Omnichannel, Multi-site, International Contact Center

Reviewed 3 years ago

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.

Vendor response

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.

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

Share this review:

Dec.2019_3M_US_Admin_Support_inContact

Reviewed 2 years ago

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.

Vendor response

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

Unsatisfied with the support

Reviewed 2 years ago

Very little though it is simple enough to get setup and having the agents use it when needed.

Pros

The ease of use to setup and have an agent use the platform with very little training or other hand holding.

Cons

The reporting is in need of some help. The reports are intuitive and at times seem to report data different than what we would see in real time.

Vendor response

Nathan, thanks for your feedback. We certainly want you to have a better experience with Support and we'll forward your feedback to the appropriate team members for attention. Please contact us at corporatecommunications@niceincontact.com if you have any additional feedback. Thank you.

NICE CXone FAQs and common questions

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

NICE CXone has the following pricing plans:
Starting from: $100.00/month
Pricing model: Subscription
Free Trial: Available


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:
Japanese, Portuguese, Russian, Italian, Korean, Chinese (Traditional), English, Chinese (Simplified), Spanish, French, German


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:
Inbenta, Bullhorn ATS & CRM, NetSuite CRM, SAP Customer Experience, Lightico, Oracle Service, Dynamics 365, Zoom Meetings, Microsoft Teams, CallVU, Pro, SugarCRM, Cyara, SpiceCSM, Fuze , Central, ServiceNow, Streem, livepro, Salesforce Platform, Firefly, Haptik, ProcedureFlow, Zendesk


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)

Common NICE CXone comparisons

NICE CXone logo
Verint Workforce Management logo
NICE CXonevsVerint Workforce Management
NICE CXone logo
Monet Live WFO logo
NICE CXonevsMonet Live WFO
NICE CXone logo
Playvox logo
NICE CXonevsPlayvox
NICE CXone logo
Alvaria Workforce logo
NICE CXonevsAlvaria Workforce
NICE CXone logo
Virtual Observer logo
NICE CXonevsVirtual Observer

Related categories