4.2
Overall rating
Reviews

4.2
Overall rating
Reviews

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. NICE 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 NICE 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.
NICE CXone Software - CXone Agent Dashboard
NICE CXone Software - Enlighten Copilot
NICE CXone Software - CXone Performance Management
NICE CXone Software - CXone Workforce Management
NICE CXone Software - CXone Interaction Analytics
NICE CXone video
NICE CXone Software - CXone Agent Dashboard - thumbnail
NICE CXone Software - Enlighten Copilot - thumbnail
NICE CXone Software - CXone Performance Management - thumbnail
NICE CXone Software - CXone Workforce Management - thumbnail
NICE CXone Software - CXone Interaction Analytics - thumbnail

NICE CXone pricing

NICE CXone does not have a free version but does offer a free trial. NICE CXone paid version starts at US$71.00/month.

Starting Price:
US$71.00/month
Free Version:
No
Free trial:
Yes

Alternatives to NICE CXone

NICE CXone Reviews for UK Users

Feature rating

Value for Money
4.0
Functionality
4.1
Ease of Use
4.2
Customer Support
4.0
5 reviews of 577 View all reviews
Saskia
Saskia
  • Industry: Restaurants
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/09/2023

Excellent Resource; Future Versions Will Be Even Better

It's a one-stop shop for customer service needs, with support for phone calls, emails, instant messaging, and more, as well as call monitoring and conversation tracking across all channels. In addition, it features client questionnaires to help us learn more about their needs and preferences so that we may better meet them.

Pros

It inlcudes a real-time chat feature, so we can stay in touch with clients in real time; it supports VoIP, so we can take and make calls; and it has automated call routing, so we can direct calls effectively and give them to the most qualified agent. As a result, we are able to track each client's transactional past with our business and tailor our services accordingly.

Cons

The setting of the system along with the transfer of client data has been a major challenge for us because it is both labor-intensive and time-consuming. Every time we make a new client profile, we have to spend a lot of time filling in fields that the system thinks vital. If the system allowed us to modify the information it asked for, it would save us a lot of effort and time.

Ryan
Ryan
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 19/05/2020

Excellent VOIP Service

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

Five9

Reasons for Choosing NICE CXone

We made a decision based on cost and agent count, inContact also had additional prebuilt features that we were interested in

Switched From

Five9

Response from NICE

We appreciate the feedback, Ryan! We'll share your feedback with the appropriate teams.

Replied 01/07/2020
Jamie
  • Industry: Financial Services
  • Company size: 501–1,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
3
Features
4
Ease of Use
5
Customer Support
3

4
Reviewed on 17/10/2024

CX One review

It's better than the previous tool we used.

Pros

It's easy to skill agents and build dashboards.

Cons

Time it takes to build things out like teams.

Nick
  • Industry: Financial Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
4
Customer Support
4

3
Reviewed on 02/10/2024

Nick's Review

Good. The web-based experience gives us the flexibility to switch browsers if we experience issues.

Pros

Real-time monitoring, BI Reporting, and easy phone skill changes.

Cons

We experience sync issues in real-time dashboards from time to time and we have agents getting logged out of CXone after being idle well before our timeout threshold.

Vipul
  • Industry: Financial Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
3

4
Reviewed on 17/10/2024

One Stop Solution

Worth trying if you are looking for a contact center solution to manage your all needs.

Pros

User friendly with advance features including planning, managing real times queues, quality management etc.

Cons

having loaded with a lot of features make it slow at times so might need to work on the servers/capacity in the background

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