NICE CXone
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.
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Reviews
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- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Excellent VOIP Service
Reviewed on 19/05/2020
We've had a great experience with NICE inContact CXone so far, I'm very glad that we switched over...
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
Five9Reasons for Choosing NICE CXone
We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested inSwitched From
Five9Response from NICE
We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Swiss Army Knife
Reviewed on 27/10/2020
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
TwilioReasons for Choosing NICE CXone
I needed HIPAA compliance and a 99.99% SLA.Switched From
TwilioReasons for Switching to NICE CXone
It had all of the products ready to go for omnichannel.- Industry: Consumer Goods
- Company size: 201–500 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
I can't use this
Reviewed on 31/08/2023
I continue to spend an inordinate amount of time working around CXone's inadequacies. Our business...
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 day, but not by interval. There are only two reports in CXone Reports that provide data on digital contacts. There's an interval report in the Performance Management section, but if you enter a range beyond 1 day, the interval data is in aggregate, which is to say, pretty much useless. Multiply the number of skills by channels, and that's how many reports you'd have to pull each day. If you don't know how to work with APIs, you're out of luck and you'll have to pull a resource to help. Their regular support team can help with non-DFO. Their advanced support team that costs a pretty penny per 15 minutes, has only surface level knowledge of DFO. If you have trouble using their tool, they will refer you to their APIs. So you either have to take time out of your busy day/life to learn how to use APIs or lean on one of your internal resources who knows how to use them, if you even have any.Their Fall '23 release is supposed to address a lot of these issues, but NICE was not forthcoming with any of the above, we had to figure all of this out on our own.
- Industry: Information Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Nonprofit that Highly Recommends NICE InContact
Reviewed on 24/08/2023
Overall, NICE InContact has been great in providing the technology infrastructure to run a...
Overall, NICE InContact has been great in providing the technology infrastructure to run a high-volume nonprofit service contact center. The team offers high-level customer service and support.
Pros
The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.
Cons
Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix.
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
NICE for Me
Reviewed on 24/08/2023
I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no...
I have a positive overall experience with CXone. From my TAM to anyone I have come in contact (no pun intended, lol) with are very helpful, patient and understanding.This is what gives me a pleasure to know that I can expect when I interact with the resources.
Pros
I like the capability of studio, WFM and monitoring. These attributes are key to me in the development of agents and delivery of quality service.
Cons
Not much, but I would like to see additional training on areas like Studio.
NICE CXone FAQs
Below are some frequently asked questions for NICE CXone.Q. What type of pricing plans does NICE CXone offer?
NICE CXone offers the following pricing plans:
- Starting from: US$71.00/month
- Pricing model: Subscription
- Free Trial: Available
Q. Who are the typical users of NICE CXone?
NICE CXone has the following typical customers:
2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does NICE CXone support?
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
Q. Does NICE CXone support mobile devices?
NICE CXone supports the following devices:
Q. What other apps does NICE CXone integrate with?
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, Oracle Service, ProcedureFlow, RemoteDesk, SAP Customer Experience, Salesforce Platform, ServiceNow, SmartAction Omni-bot, SpiceCSM, Streem, SugarCRM, Textel, VisualCue, Voxjar, Zendesk Suite, Zoom Workplace, livepro
Q. What level of support does NICE CXone offer?
NICE CXone offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for NICE CXone.
- Customer Service Software
- Workforce Management Software
- Call Centre Software
- Help Desk Software
- IVR Software
- Telephony Software
- Contact Centre Software
- Predictive Dialer Software
- Call Recording Software
- Auto Dialer Software
- Customer Engagement Software
- Customer Communications Management Software
- Customer Satisfaction Software
- Speech Analytics Software
- Complaint Management Software
- Customer Support Software
