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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's pricing is a recurring concern. While some reviewers find the cost high, especially for smaller businesses or those in Asian countries, others acknowledge the value provided for the price. Hidden costs and expensive support services are also mentioned as drawbacks.
Users sentiment
See the NICE CXone pricing page.
Digital Agent
Supports 30+ digital channels, common data sets, digital agent routing, and prebuilt dashboards. Includes digital recording and storage.
Voice Agent
Supports voice calls, self-service via voice IVR, unified administration, and prebuilt dashboards. Includes voice recording and storage.
Omnichannel Agent
Offers blended digital and voice routing, universal queue, and dedicated agent workspace. Includes voice and digital recording, storage, search, and playback.
Essential Suite
Includes Omnichannel Agent package, plus screen recording, quality management workflows, and dedicated supervisor workspace. Offers prebuilt dashboards and reports.
Core Suite
Includes Essential Suite, plus AI-powered omnichannel forecasting and scheduling, agent mobile app, adherence insights, and enhanced performance visualization.
Complete Suite
Includes Core Suite, plus AI-driven omnichannel analytics, sentiment analysis, prebuilt dashboards, and contextual customer feedback capture.
Ultimate Suite
Offers complete end-to-end automation, proactive AI agents, personalized interactions, and role-based access control.
NICE CXone alternatives
UJETBetter for retail and software companies. Has stronger momentum based on employee growth and website traffic. More focused on AI-powered features.Read more
Progress SemaphoreBetter for data analysis and knowledge organization. Geared towards enterprise companies seeking AI-driven data management. Has more momentum than NICE CXone.Read more
Glip by RingCentralBetter for internal communication and collaboration. More suitable for businesses prioritizing messaging, video meetings, and phone calls within a unified platform. NICE CXone alternative for streamlined communication.Read more
Salesforce Service CloudBetter for larger businesses wanting CRM integration. Has less momentum. Users appreciate the robust platform and reporting features but dislike the limited case assignment automation and complex navigation. Better suited for Software and IT.Read more
DaktelaBetter fit for small to medium businesses needing a NICE CXone alternative. Has faster employee growth, indicating stronger momentum. Users love the ease of use and comprehensive features. However, some users report occasional issues with call routing and reporting features.Read more
Zoom WorkplaceBetter for internal communication and collaboration. More suitable for companies prioritizing video conferencing and unified communications in a hybrid work environment. Not ideal for complex contact center needs.Read more
NICE CXone FAQ
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.
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.
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.
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.
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.
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.