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NICE CXone description
NICE CXone is a cloud-based contact center platform designed for businesses of all sizes. It offers a comprehensive suite of tools including omnichannel routing, workforce management, and AI-powered self-service. This allows companies to manage customer interactions across various channels like voice, chat, and digital, while also using automation to improve efficiency and customer experience. NICE CXone is recognized by industry analysts as a leading platform in the market.
Who is NICE CXone best for
NICE CXone is a leading cloud contact center platform ideal for medium to large businesses with complex customer service needs. Users praise its omnichannel capabilities, detailed transcripts, and intuitive interface. However, some have noted integration challenges and high costs. It offers AI-powered automation and robust reporting, making it a good fit for financial institutions, retailers, and tech companies seeking to enhance customer experience.
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Best for medium to large businesses needing robust customer service solutions.
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Strong fit for financial institutions, tech, retail, and other customer-centric industries.
NICE CXone features
Supported NICE CXone offers a unified platform to manage customer interactions across various channels, including email, chat, social media, and phone. |
Supported CXone offers AI chatbots, tools to build them, and integrations with other providers. |
Supported NICE CXone offers unified management of customer interactions across multiple channels. |
Supported CXone offers scheduling, time-off management, and schedule adherence monitoring. |
Supported CXone offers AI-powered support automation through its CXone Mpower platform. |
Supported NICE CXone uses AI to automate tasks, predict outcomes, and optimize processes. |
Supported CXone offers multi-channel orchestration, streamlining interactions across various channels for a seamless customer experience. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
NICE CXone reviews
We've summarised 2130 NICE CXone reviews (NICE CXone GetApp reviews, NICE CXone Software Advice reviews, NICE CXone Capterra reviews and NICE CXone G2 reviews) and summarised the main points below.
- Detailed call transcripts and voicemail transcriptions
- Easy integration via API
- User-friendly interface and intuitive call controls
- Real-time call monitoring and dashboards
- Comprehensive reporting features for performance analysis
- Difficult to integrate with other software vendors
- Hidden costs and exorbitant rates for services
- Technical support can be slow and unhelpful, often providing generic responses
- Frequent disconnections, dropped calls, and system crashes, impacting service levels
- Inaccurate call routing and sentiment analysis can lead to miscommunication
NICE CXone pricing
The commentary is based on 38 reviews from NICE CXone Capterra reviews and NICE CXone G2 reviews.
NICE CXone offers a range of customer service packages designed to meet various business needs. Each package offers a different set of features and functionalities, allowing businesses to choose the one that best suits their requirements.
Users sentiment
See the NICE CXone pricing page.
Proactive AI-Powered Experiences on a Single Platform. Design, build, and operate every element across every customer journey and touchpoint. Complete end-to-end automation of Customer Service Workflows. Full orchestration of human and AI agents. AI trained on billions of Customer Service interactions with brand specific guardrails and access.
Digital first package supports 30+ digital channels. Common data sets and models. Unified administration and user interface. Digital Agent routing for 30+ channels. Dedicated agent and supervisor workspace. Prebuilt data visualization dashboard and reports. Digital recording and storage.
Support voice calls for live agents and self-service. CXone multi-tenant cloud, open platform, common data sets and models. Unified administration and user interface. Universal queue with concurrent interaction handling. Dedicated agent and supervisor workspace. Self-Service via voice IVR with no-code configuration. Prebuilt and customizable cross-domain dashboards and reports. Voice recording and storage.
Get true omnichannel with blended digital and voice. Omnichannel blended routing for digital and voice. Unified administration and user interface. 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.
Empower agents with Quality Management. Includes Omnichannel Agent package, plus: 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.
Optimize efficiency and engagement with WFM and Performance reporting. Includes Essential Suite, plus: 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.
Improve CX with the complete suite including Analytics & VOC. Includes Core suite, plus: 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.
NICE CXone alternatives
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NICE CXone FAQ
NICE CXone is a cloud-based contact center platform offering omnichannel routing, workforce management, and AI-powered self-service. It helps businesses manage customer interactions across voice, chat, and digital channels, improving efficiency and customer experience. It's suitable for businesses of all sizes with complex needs or high call volumes.
What is NICE CXone and what does NICE CXone do?
NICE CXone is a cloud-based contact center platform offering omnichannel routing, workforce management, and AI-powered self-service. It helps businesses manage customer interactions across voice, chat, and digital channels, improving efficiency and customer experience. It's suitable for businesses of all sizes with complex needs or high call volumes.
NICE CXone offers API integrations for custom connections. However, users have reported difficulties integrating with other software vendors, sometimes incurring unexpected costs. Pre-built integrations with popular CRM and workforce optimization tools are also available.
How does NICE CXone integrate with other tools?
NICE CXone offers API integrations for custom connections. However, users have reported difficulties integrating with other software vendors, sometimes incurring unexpected costs. Pre-built integrations with popular CRM and workforce optimization tools are also available.
Top alternatives to NICE CXone include Talkdesk, Five9, Avaya OneCloud, and Genesys Cloud. These competitors offer similar features such as omnichannel routing, workforce optimization, and AI-powered automation for enhanced customer experience.
What the main competitors of NICE CXone?
Top alternatives to NICE CXone include Talkdesk, Five9, Avaya OneCloud, and Genesys Cloud. These competitors offer similar features such as omnichannel routing, workforce optimization, and AI-powered automation for enhanced customer experience.
Yes, NICE CXone is a legitimate cloud-based contact center platform. It's known for its omnichannel routing and AI-powered self-service, but some users have reported difficulties with software integrations and technical support. Overall, NICE CXone is a safe and established choice in the market.
Is NICE CXone legit?
Yes, NICE CXone is a legitimate cloud-based contact center platform. It's known for its omnichannel routing and AI-powered self-service, but some users have reported difficulties with software integrations and technical support. Overall, NICE CXone is a safe and established choice in the market.
NICE CXone pricing starts at $71/month for the Digital Agent plan and goes up to $209/month for the Complete Suite. The Ultimate Suite has custom pricing. Several add-ons like AI-powered self-service are also available, but pricing is not publicly available.
How much does NICE CXone cost?
NICE CXone pricing starts at $71/month for the Digital Agent plan and goes up to $209/month for the Complete Suite. The Ultimate Suite has custom pricing. Several add-ons like AI-powered self-service are also available, but pricing is not publicly available.
NICE CXone's customer service receives mixed reviews. While some praise the knowledgeable and responsive support staff and helpful resources, others find support slow, unhelpful, and costly, with some reporting generic responses and difficulty escalating issues.
Is NICE CXone customer service good?
NICE CXone's customer service receives mixed reviews. While some praise the knowledgeable and responsive support staff and helpful resources, others find support slow, unhelpful, and costly, with some reporting generic responses and difficulty escalating issues.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.
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