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    NICE CXone

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    Sold by: NICE 
    NICE CXone is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center - and beyond. Imagine the possibilities when your customers are effortlessly guided to quickly resolve their needs directly on your digital properties or matched with a well-prepared agent-every time and on every channel. Plus, with predictive analytics and embedded artificial intelligence (AI), your team can resolve issues faster, personalize each experience - and forge deeper loyalty with each customer.
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    NICE CXone

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    Sold by: NICE 

    Overview

    NICE CXone, the world's #1 cloud customer experience platform, transforms your call center software - empowering exceptional agent and customer experiences: every channel, every time. CXone is the first and only platform unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence-all built on an Open Cloud Foundation. CXone helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. Only CXone delivers one unified experience, on one cloud native platform, with fast onboarding of new employees and capabilities, and embedded AI to keep your team one step ahead.

    Now you can take the next leap in customer experience with CXi-Customer Experience interactions-a unique approach only available with NICE CXone. With one cloud platform, you can intelligently meet your customers wherever their journey begins, enable resolution through data driven self-service, and prepare your agents to successfully resolve any needs event. Why? Because CXone is the first and only cloud customer experience platform with everything you need to deliver extraordinary experiences across the entire customer journey.

    CXone combines every digital entry point for customers to reach you, best-in-class journey orchestration, and smart self-service. You'll also get real-time guidance to create well prepared agents, and a closed-loop system to drive complete performance. Finally, only CXone includes purpose-built AI with everything built on an enterprise-grade open cloud platform.

    • Digital Entry Points - Give your customers a smart start to every journey with knowledge management and rich experiences in search, websites, mobile apps.
    • Journey Orchestration - Seamlessly guide customers through their personalized journey with AI-powered routing across self-service and agent assisted experiences.
    • Smart Self-Service - Deliver self-service that works every time with AI conversational bots and proactive outreach.
    • Empowered Agents - Prepare agents with real-time information and guidance for fast, personalized interactions.
    • Complete Performance - Empower your agents for continuous self-improvement and unlock your full CX potential with full visibility across operations.
    • Enlighten AI - Build the right self-service & agent-assisted journeys and foster with CX-focused, purpose-built AI engine.
    • Open Cloud Foundation - Champion innovation through an extensible, enterprise-grade platform that scales securely, deploys quickly, and services customers globally.

    Highlights

    • Our easy-to-use application suite provides a smarter, more meaningful experience for contact center employees and customers by providing a seamless transition between self-service and agent-assisted interactions including cross-channel elevation.
    • Accelerate innovation, empower agents, and simplify administration with a single, modern cloud native architecture. Grow and operate with confidence while enjoying greater scalability, reliability, and security. All on a single platform.
    • Get AI-powered actionable insights to predict needs, delight customers, and engage employees like never before.

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    Financing for AWS Marketplace purchases

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    Pricing

    Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for any usage exceeds the entitle amount or not covered in the contract. These charges will be applied on top of the contract price. If you choose not to renew or replace your contract before it ends, access to your entitlements will expire.

    12-month contract (1)

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    Dimension
    Description
    Cost/12 months
    NICE CXone
    Cloud Native CXi Platform
    $150,000.00

    Additional usage costs (1)

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    The following dimensions are not included in the contract terms, which will be charged based on your usage.

    Dimension
    Cost/unit
    Overage over Contractual Amount
    $0.01

    Vendor refund policy

    As set forth in the terms or as required by law.

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    Delivery details

    Software as a Service (SaaS)

    SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.

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    1621 external reviews
    External reviews are sourced from G2  and are not included in the star rating for this product.
    Health, Wellness and Fitness

    Great product!

    Reviewed on Feb 13, 2025
    Review provided by G2
    What do you like best about the product?
    The ability to contact more clients due to speed of calls being fed to my agents, time saved by the auto features such as auto voicemail.
    What do you dislike about the product?
    Sometime when receiving inbound calls there is no hang up button to click and have to wait for the client to hang up!
    What problems is the product solving and how is that benefiting you?
    It is helping identify possible issues with the quality management portion. Helping my agents achieve daily targets.
    Electrical/Electronic Manufacturing

    Great tool, unsurpassed support

    Reviewed on Feb 11, 2025
    Review provided by G2
    What do you like best about the product?
    The quality and speed of the support I receive.
    What do you dislike about the product?
    The reports are a little difficult to navigate. I"ve tried to match the predesigned reports against a custom report with the same data, but it doesn't come up the same. (I think there's a timeframe issue.)
    What problems is the product solving and how is that benefiting you?
    The inbound contact tools are exactly what we need given we offer various types of support, from sales and warranty to troubleshooting and parts. We also offer Spanish language assistance.
    Consulting

    Extremely Helpful

    Reviewed on Feb 11, 2025
    Review provided by G2
    What do you like best about the product?
    It's resourceful and helpful when looking for valuable information.
    What do you dislike about the product?
    I don't have no dislikes about NICE CXone
    What problems is the product solving and how is that benefiting you?
    Helping me solve credential about NICE.
    Wholesale

    Nice Mpower review

    Reviewed on Feb 06, 2025
    Review provided by G2
    What do you like best about the product?
    automating customer service is nice and the function is decent.
    What do you dislike about the product?
    its not easy to learn or use. better training is needed.
    What problems is the product solving and how is that benefiting you?
    Making the information clean and easy to review.
    Andrew R.

    Excellent Platform, Many Add-Ons

    Reviewed on Dec 01, 2024
    Review provided by G2
    What do you like best about the product?
    NICE CXone is a complete orchestration package. Technically you could use CXone to replace many backend business processing across multiple tech stacks, especially in hybridized networked/VPN and non-network integrated entities since CXone is a compliant system with state/federal regulations. There are many ways to integrate SOAP/RESTful APIs to extend functionality, and the actions allowing for SIP header activity/transfers are particularly helpful in hybridized cloud environments. CXone is a very rare telephony platform that is able to integrate with COBOL IBM Mainframes if you are able to code a web service yourself to integrate via Service Bus.

    The best parts of NICE are that they are genuinely interested in pursuing true CI/CD integration as part of scripting. This will massively enable CXone at scale across enterprises larger than 40k seats at the drop of a hat. The other key upside is CXone is a holistic platform solution for any large businesses, including ones doing DoD or Federal work. While it means switching BUs/clusters, it is easier being on the same platform instead of multiple telephony platforms.

    CXone is also a full responsible organization, so you can have cloud-originated phone numbers via CXone. They also support bring your own carrier connectivity solutions as well. There are numerous other upsides to CXone, but basically it's a powerful solution you could use to automate letter writing and OCR to generate tasks via work items, use a bot to intelligently assign them to someone, and then the screen pop integrates with EPIC and starts a dialer to call customers back who missed a prescription pickup for example, or who wrote negative letters. This is just the tiniest use case we've seen for CXone as a full business process orchestration and omnichannel communications and integration platform.

    We use CXone every day, it is easy to implement for basic builds, but advanced enough to handle complicated use cases if you have the technical expertise.
    What do you dislike about the product?
    CXone TAMs are very hit or miss. Two businesses can pay for the same TAM package, and the TAMs will completely change whether or not the value is being delivered. My experience of CXone TAMs is they are either very smart, helpful, and able to get things done to drive forward platform adoption, or they know very little, talk very "executively" and try to force you to buy add-ons or services you don't need, and technically aren't required to pay for anyways. Basically if you get a bad TAM you may want to cancel your package. TAMs at NICE should emphasize the T in TAM for "Technical." If I cannot ask a technical question without being billed for it, then why pay for the package?

    The other downside of CXone is the add-ons. If you are a small business and don't have internal expertise in telephony, you may want to pay for a contractor. While NICE will recommend CIPs, these are very hit or miss. I've had bad experiences with CIPs and they constantly ask for CRs and additional billing for the tiniest fixes for something they messed up. If you pay for your own contractor you may see better results. If your business is particularly small, then you may be better served by a more limited platform. If you have very highly technically proficient individuals you may prefer Twilio or 8x8 where you can build most of what you want yourself.
    What problems is the product solving and how is that benefiting you?
    NICE CXone is helping us solve the problems of today and tomorrow revolving around privacy, PHI, PCI, PII, and automations/AI. We are partnering with NICE to also implement full CI/CD and partitioned administration of platform, allowing for shared service teams to minimize labor investment required to enable business functionality at scale.
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