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.
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.
Details
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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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Support
Vendor support
We offer convenient global 24/7/365 technical support with enhanced cross-functional collaboration.
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AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
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.
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.
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.
Leave a comment0 comments
Vipul J.
Nice CXone - One Stop Solution
Reviewed on Nov 26, 2024
Review provided by G2
What do you like best about the product?
Nice Cxone is a user friendly and easy to use platform to meet organizational needs of different type. telephony, webchat, social media etc.
What do you dislike about the product?
Customization to meet customer specific needs if at all is a challenge currently as it goes through a long process that you raise it and if everyone (Across nice users) voice the same then it get prioritized and that too at its own pace.
What problems is the product solving and how is that benefiting you?
Nice CXone is helping us to look at all transaction (Inbound/outbound) with filterations basis queue to be able to skim the data as per need. the best feature I would say is the Screen Recording & live barging which helps my team to understand whats going wrong with managing a customer by an advisor
Salman K.
NICE CXone flexible with cool and suitable features
Reviewed on Nov 11, 2024
Review provided by G2
What do you like best about the product?
The best thing about this great tool is its great call routing capability and flexibility with the actual call options. On the other hand, the interface is good, easy to use and you can move comfortably through its system.
What do you dislike about the product?
I think they should improve their technical support and response times.
What problems is the product solving and how is that benefiting you?
Once configured we could notice the benefits, solving problems with call routing and message playback, plus we got used to this system for other types of needs such as live chat, customer support and all that.
Victoria W.
Platform that facilitates work on calls
Reviewed on Nov 11, 2024
Review provided by G2
What do you like best about the product?
I really liked this service, especially the voice recognition, the calls are faster and we can manage our time. I also like how easy it is to modify and use the supervisor console.
What do you dislike about the product?
It needs to improve the responses to make them faster. But the rest works well.
What problems is the product solving and how is that benefiting you?
It is ideal for calls because it just makes the job simpler to receive calls and transfer to the right departments and allows us to measure activities and this solves problems.
Camil M.
A fantastic product of receiving calls from our external clients
Reviewed on Nov 11, 2024
Review provided by G2
What do you like best about the product?
What I liked the most is that it is easy to use and allows you to control the call volume and is great for calls and just makes it easy to receive calls and also the control panel is good and data analysis on top of that to keep track of login.
What do you dislike about the product?
Some functions are somewhat confusing due to lack of documentation and training.
What problems is the product solving and how is that benefiting you?
We use it mainly for calls and having a main channel for our customers, besides that, contact entry, voice analytics and obtaining valuable information and facilitates the creation of contacts and is extremely useful and ends ups solving many problems.