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NiCE CXone

Cloud-based contact center software

Table of Contents

Is this product right for your business?

Find out with a

NiCE CXone - 2026 Pricing, Features, Reviews & Alternatives

All user reviews are verified by in-house moderators and provider data by our software research team. Learn more

Last updated: July 2026

NiCE CXone overview

What is NiCE CXone?

NiCE is a cloud-based 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—all on one enterprise-scale platform.

Starting price

110per user /
per month

Alternatives

with better value for money

Pros & Cons

Customer Support

User Interface

Employee Management

Reporting

Performance and Speed

Call Handling

NiCE CXone’s user interface

Ease of use rating:

4.2

(581)

NiCE CXone review summaries overview

To determine these pros and cons insights, we analyzed responses from

Overall rating

Reviews sentiment

1-2(33)

3-4(276)

5(272)

What do users say about NiCE CXone?

Users report that NiCE CXone offers a flexible, cloud-based solution with robust call center management, customizable reporting, and strong agent oversight. They find it easy to use, appreciate its ability to support remote work, and value the integration with CRMs and workforce management tools. Many highlight the comprehensive feature set for handling calls, monitoring performance, and scaling operations as business needs grow. They also mention the customization options, though some find deeper changes complex or limited.

Reviewers indicate recurring issues with system glitches, crashes, and inconsistent customer support, which can disrupt operations. They say reporting tools are powerful but sometimes confusing or difficult to customize, and note that the user interface, while generally intuitive, can feel outdated or cluttered. Some express frustration with slow response times for technical support and challenges during implementation or troubleshooting. Despite these drawbacks, they feel the platform improves productivity and centralizes essential call center functions.

Select to learn more

Who uses NiCE CXone?

Based on 581 verified user reviews.

Company size

Enterprises

Small Businesses

Midsize Businesses

Top industries

Financial Services

Health, Wellness and Fitness

Non-Profit Organization Management

Retail

Others

Use cases

Call Center

Contact Center

Customer Service

Call Center Workforce Management

Telephony

NiCE CXone's key features

Most critical features, based on insights from NiCE CXone users:

Dashboard

5.0

(1)

Call monitoring

4.5

(47)

Call routing

4.7

(23)

Call recording

4.7

(61)

Queue management

4.2

(22)

Contact management

4.3

(89)

Reporting/Analytics

4.3

(123)

Call logging

4.5

(40)

Call scripting

4.4

(9)

CRM

5.0

(3)

All NiCE CXone features

Features rating:

4.1

(581)

Access controls/permissions

5.0

(2)

Activity dashboard

5.0

(1)

Activity tracking

5.0

(2)

AI copilot

4.1

(7)

AI/Machine learning

(0)

Alerts/Escalation

4.2

(66)

Alerts/Notifications

5.0

(1)

API

(0)

Archiving & retention

3.8

(6)

Auto-Dialer

4.3

(8)

Automated routing

4.2

(45)

Automated scheduling

3.5

(2)

Automatic call distribution

4.6

(33)

Automatic outbound dialer

(0)

Autoresponders

(0)

Blended call center

(0)

Budgeting/Forecasting

3.0

(1)

Callback scheduling

5.0

(1)

Call center management

4.5

(85)

Call disposition

(0)

Call logging

4.5

(40)

Call monitoring

4.5

(47)

Call recording

4.7

(61)

Call routing

4.7

(23)

Call scheduling

5.0

(1)

Call scripting

4.4

(9)

Call tagging

3.3

(6)

Call tracking

4.0

(8)

Call tracking metrics

(0)

Call transfer

4.6

(7)

Campaign management

4.7

(9)

Campaign specific caller id

(0)

Categorization/Grouping

(0)

Chatbot

4.0

(5)

Chat/Messaging

(0)

Communication management

(0)

Computer telephony integration

4.5

(36)

Contact database

(0)

Contact management

4.3

(89)

CRM

5.0

(3)

Customer database

4.5

(11)

Customer experience management

(0)

Customer history

(0)

Customer journey mapping

(0)

Customer Service Analytics

(0)

Customer surveys

(0)

Customizable branding

3.9

(29)

Customizable forms

(0)

Customizable templates

(0)

Dashboard

5.0

(1)

Drag & drop

(0)

Email alerts

(0)

Email management

4.0

(46)

Employee coaching tools

(0)

Employee database

(0)

Employee management

4.0

(1)

Employee scheduling

4.7

(3)

Event triggered actions

3.0

(4)

FCC compliance

(0)

Feedback management

(0)

File transfer

3.5

(2)

For call centers

5.0

(4)

FTC compliance

(0)

Inbound call center

(0)

Inbox management

(0)

Interaction tracking

4.4

(87)

Intraday management

(0)

IVR

4.5

(12)

Knowledge base management

4.1

(79)

Knowledge management

(0)

Labor forecasting

4.0

(1)

Leaderboards

(0)

List management

(0)

Live chat

4.1

(7)

Macros/Templated responses

3.9

(35)

Manual dialer

4.4

(12)

Monitoring

4.0

(2)

Multi-Channel communication

4.1

(45)

Multi-Channel data collection

(0)

Multi-Channel management

(0)

Multi-Language

(0)

Multiple Scripts

(0)

On-Demand recording

3.8

(6)

Outbound call center

(0)

Performance management

4.9

(8)

Performance metrics

3.9

(9)

Phone Key Input

(0)

Power dialer

4.5

(2)

Predictive dialer

4.3

(7)

Preview dialer

5.0

(1)

Progressive dialer

4.3

(4)

Quality management

4.3

(4)

Queue management

4.2

(22)

Real-Time analytics

(0)

Real-Time chat

4.3

(8)

Real-Time reporting

5.0

(4)

Real-Time updates

(0)

Recording

4.2

(5)

Recruitment management

(0)

Reporting/Analytics

4.3

(123)

Reporting & statistics

4.0

(1)

Request Assignment

(0)

Scheduled recording

4.5

(2)

Self service portal

4.2

(45)

Service level agreement (sla) management

3.8

(37)

Shift swapping

(0)

Skills tracking

4.0

(2)

SMS messaging

(0)

Social media integration

3.6

(29)

Speech-to-Text analysis

(0)

Support ticket management

4.2

(13)

Support ticket tracking

(0)

Survey/Poll management

(0)

Surveys & feedback

4.5

(6)

Tagging

(0)

Template management

(0)

Text to speech

(0)

Third-Party integrations

(0)

Ticket management

4.1

(55)

Time & attendance

4.1

(35)

Time off management

(0)

Timesheet management

4.5

(2)

Variable workforce

(0)

Voice Customization

(0)

Voice mail

5.0

(1)

VoIP

(0)

VoIP connection

4.7

(11)

Workflow automation

(0)

Workflow management

4.3

(32)

Workforce management

(0)

NiCE CXone alternatives

NiCE CXone

4.2

(581)

Starting from

110

/user

Per month

Free trial

Free version

Ease of Use

4.2

Features

4.1

Value for Money

4.1

Customer Support

4.0

LiveAgent

4.7

(1.7K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.6

Features

4.6

Value for Money

4.6

Customer Support

4.7

Zendesk Suite

4.4

(4K)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.3

Features

4.4

Value for Money

4.2

Customer Support

4.3

Ringover

4.7

(884)

learn more

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.8

Features

4.7

Value for Money

4.5

Customer Support

4.6

NiCE CXone pricing

Value for money rating:

4.1

Pricing plans

Pricing details:

Free plan

Free trial

Subscription

CXone Omnichannel Agent

110

/user

Per month

Features included:

Omnichannel blended routing for digital and voice
Universal queue with concurrent interaction handling
Voice and digital capture, storage, search and playback
Dedicated agent and supervisor workspace
Voice and digital prebuilt data visualization dashboards and reports

CXone Essential Suite

135

/user

Per month

Features included:

Screen recording for agent desktop for both voice and digital interactions
Quality Management workflows, including rich evaluation options, automated interactions distribution, coaching, calibrations, appeals and self-assessment.
Dedicated supervisor workspace enabling omnichannel real-time monitoring and streamlined workflows for managing agents
Prebuilt and customizable cross-domain dashboards and reports

CXone Core Suite

169

/user

Per month

Features included:

Omnichannel AI forecasting and scheduling
Agent mobile scheduling app with auto approvals
Adherence and time utilization insights
Enhanced performance visualization and insights
360 view of the agent KPIs, metrics and trends

CXone Complete Suite

209

/user

Per month

Features included:

Identify trends and root causes using AI-driven omnichannel analytics across 100% of voice, text, and digital interactions
Analyze, measure and quickly uncover insights with prebuilt categories, entities, and sentiment analytics
Take immediate action and drive improvements in CX with out-of-the-box dashboards and in-depth reporting
Contextual and conversational customer feedback
Capture Voice of the Customer as part of IVR and quality workflows

CXone Ultimate Suite

249

/user

Per month

Contact vendor for more details

User opinions about NiCE CXone price and value

Value for money rating:

4.1

(581)

To see what individual users think of NiCE CXone's price and value, check out the review snippets below.

“They've also been great as we work through multiple implementations - they've been great support throughout the process and we're excited to further streamline our workflows and automate processes to improve the customer service experience while supporting our agents by giving them the tools they need to excel.”

Cara P.

Access to Services Section Manager

“The ability to report on current trends, agent visibility, customer interactions, etc, has been nothing short of PHENOMINAL!”

Tina H.

Digital Contact Center Solutions

NiCE CXone integrations (27)

Integrations rated by users

We looked at 581 user reviews to identify which products are mentioned as NiCE CXone integrations and how users feel about them.

Salesforce Platform

Integration rating: 5.0 (4)

“Salesforce integration is important because it automatically syncs sales data to Sales Cookie for commission calculation”

“Kubaru is a vital app for our Case and Lead distribution and management. Customizations help us route the right record to the right person at the right time. The metrics provided within the real-time distribution logs help us improve our process.”

Helen P.

APAC Finance Leader

1/2

Salesforce Sales Cloud

Integration rating: 5.0 (2)

“We connected our CRM so that customer sales orders, invoice data, and customer account files instantly sync back and forth between our sales reps and finance teams.”

Akansha C.

Infra Transformation Analyst

Grammarly Business

Integration rating: 5.0 (1)

Microsoft Teams

Integration rating: 5.0 (1)

“Permite tener un chat y hacer consultas sobre la información en ITM”

Diana P.

Responsable Oficina de Proyectos TI

NiCE CXone customer support

What do users say about NiCE CXone customer support?

Customer support rating:

4.0

We analyzed verified user reviews to identify positive and negative aspects of NiCE CXone customer support.

A fair number of users highlight responsive, knowledgeable support staff and quick resolutions to most issues.

Multiple users appreciate having dedicated account managers and helpful resources, making support accessible and effective.

A number of users report slow response times, unresolved tickets, and difficulty reaching support when needed.

A subset of reviewers mention inconsistent support quality, with some describing unhelpful or unresponsive customer service.

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

To see what individual users say about NiCE CXone's customer support, check out the review snippets below.

“The customer service is amazing, and any time we have questions or any type of issue, we can bring it to our dedicated account manager, and he is super knowledgeable and always goes to bat for us when necessary.”

Amanda D.

Benefits Assistance Center Team Lead

“Our TAM's have provided exceptional service and do a great job following up on open items.”

Sergio M.

Senior Call Center Administrator

“Lack of support and training and downtime due to issues.”

Sarah P.

Automation Consultant