CXone Reviews & Pricing

by NICE | Founded 1997, Salt Lake City, Utah

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What is CXone?

Industry Specialties: Serves all industries

CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.

Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.

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User Sentiment i

Based on 2776 reviews:

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#29

CXone is ranked #29 in the Business Phone Systems product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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CXone Pricing

Based on our most recent analysis, CXone pricing starts at $100 (Per User, Monthly).

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Starting From: $100
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

CXone is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for CXone:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

CXone Benefits and Insights

Why use CXone?

Key differentiators & advantages of CXone

Enhanced Customer Satisfaction: CXone empowers you to understand and meet customer expectations, fostering loyalty and positive brand perception.
Increased Revenue Generation: By streamlining customer interactions and resolving issues swiftly, CXone helps businesses convert leads into loyal customers, driving revenue growth.
Improved Agent Productivity: CXone's intuitive interface and automated workflows enable agents to handle customer inquiries efficiently, maximizing productivity and reducing operational costs.
Personalized Customer Experiences: CXone's robust CRM capabilities allow businesses to tailor interactions based on customer preferences, creating personalized experiences that foster engagement and build lasting relationships.
Data-Driven Decision Making: CXone provides comprehensive analytics and reporting, empowering businesses to make informed decisions based on customer feedback and performance metrics.
Omnichannel Support: CXone seamlessly integrates multiple communication channels, ensuring customers can connect with businesses through their preferred methods, enhancing convenience and accessibility.
Reduced Customer Churn: By proactively identifying and addressing customer pain points, CXone helps businesses retain customers, reducing churn rates and preserving valuable revenue streams.
Improved Employee Engagement: CXone's user-friendly platform and collaborative tools empower agents, fostering job satisfaction and reducing employee turnover.
Scalability and Flexibility: CXone is designed to accommodate businesses of all sizes, providing the flexibility to adapt to changing customer needs and business growth.
Cloud-Based Accessibility: CXone's cloud-based architecture ensures accessibility from anywhere, enabling businesses to provide consistent customer support regardless of location.

Industry Expertise

CXone is a cloud-based customer experience (CX) platform that provides a comprehensive suite of tools for managing customer interactions across multiple channels. It is designed to help businesses improve customer satisfaction, loyalty, and retention. CXone is particularly well-suited for industries that rely heavily on customer service, such as retail, healthcare, and financial services. It can also be used by businesses of all sizes, from small businesses to large enterprises.

CXone Reviews

Average customer reviews & user sentiment summary for CXone:

2776 reviews

84%

of users would recommend this product

CXone has a 'great' User Satisfaction Rating of 84% when considering 2776 user reviews from 5 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of CXone reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Seamless Omnichannel Experience: CXone unifies customer interactions across multiple channels, providing a consistent and personalized experience.
Robust Analytics and Reporting: CXone offers comprehensive analytics and reporting capabilities, enabling businesses to track key metrics and identify areas for improvement.
AI-Powered Automation: CXone leverages AI to automate repetitive tasks, freeing up agents to focus on more complex customer interactions.
Easy-to-Use Interface: CXone's intuitive interface makes it easy for agents to navigate and manage customer interactions efficiently.
Exceptional Customer Support: CXone provides dedicated customer support, ensuring businesses receive prompt assistance and guidance when needed.

Cons

Limited Customization: Users have reported that CXone's customization options are somewhat limited, making it difficult to tailor the platform to their specific business needs.
Steep Learning Curve: Some users have found CXone's interface to be complex and challenging to navigate, requiring a significant investment of time and effort to become proficient.
Integration Challenges: Users have encountered difficulties integrating CXone with their existing systems, leading to data silos and inefficiencies.
Pricing Concerns: CXone's pricing structure has been criticized for being complex and lacking transparency, making it difficult for users to accurately estimate their costs.
Limited Reporting Capabilities: Users have expressed dissatisfaction with CXone's reporting capabilities, citing a lack of flexibility and customization options.

Researcher's Summary:

CXone is a popular customer experience software that has received positive user reviews over the past year. Users appreciate its ease of use, comprehensive features, and ability to integrate with other business systems. CXone's strengths include its intuitive interface, which makes it easy for users to navigate and find the information they need. It also offers a wide range of features, including customer relationship management (CRM), marketing automation, and analytics, which allows businesses to manage all aspects of their customer interactions in one place. Additionally, CXone's open API allows it to be easily integrated with other business systems, such as ERP and CRM systems, which can help businesses streamline their operations.

While CXone is a strong product, it does have some weaknesses. Some users have reported that it can be expensive, especially for small businesses. Additionally, CXone's reporting capabilities are not as robust as some other products on the market. However, CXone's strengths outweigh its weaknesses, and it is a good choice for businesses that are looking for a comprehensive customer experience solution.

CXone is most suited for businesses that are looking for a comprehensive customer experience solution that is easy to use, feature-rich, and can be integrated with other business systems. CXone is a good choice for businesses of all sizes, but it is particularly well-suited for small businesses that do not have the resources to invest in a more expensive solution.

Key Features

Automatic Call Distribution: Connect more customers with the appropriate resources and resolve an increased number of interactions faster. Employ differentiated routing that uses customer data and sentiment for a better overall customer experience. Make use of an intuitive, visual tool with predefined components and collaborate on routing flows.
Interactive Voice Response: Avoid the time spent on asking customers the same questions repeatedly. Automate requests through the IVR to facilitate the resolution process. Connect the data using the out-of-the-box CRM, virtual agent and database integrations.
Predictive Dialer: Run voice and digital campaigns in an instant. Increase productivity with no pause dialing, reducing hang-ups. Blend inbound and outbound interactions across channels. Choose from various dialing options to ensure compliance even within one campaign.
Interaction Channels: Select from over 30 digital and voice channels and instantly grant access to agents whenever required. Increase productivity with control, insight and a consistent interface. Maintain routing for all digital and voice channels with a visual, intuitive tool. Provide customers flexibility and offer virtually any communication channel that satisfies their needs.
Conversational AI and Chatbots: Leverage BYO-bot framework to deploy and manage virtual agents and intelligent bots. Handle more customer interactions with pre-built NLP-powered bots. Expand self-service for routine requests. Blend conversational self-service with agent assistance, leading to hassle-free customer journeys.
Improved Chat: Streamline chat handling with messaging templates, reducing typing and improving speed. Use bots to collect customer data or automate repetitive steps. Use a single platform to administer and manage the chat channel. Deliver real-time guidance to customers along with co-browsing and hands-on support. Identify when high-value customers are lost or struggling.
Messaging: Choose from the most extensive selection of natively implemented channels. Integrate virtually any digital channel with BOYC. Grant agents cross-channel history and add custom fields for customer information, sentiment and more. Analyze data for any digital avenues, including SMS, bots, social messaging and monitoring chat. Handle inbound SMS easily using consistent control and interfaces.
Call and Screen Recording: Adhere to PCI, GDPR and HIPAA requirements. Make sure that recordings are always secure and protected. Access and play recordings back without any hassles. Unify call, digital and screen recordings in one interface. Ensure built-in flexibility to meet recording and collaboration needs on the go.
FedRAMP: Provide customers with omnichannel options. Facilitate workforce engagement to create an organized, happy and productive environment for employees. Use security protocols to protect private data. Enable staff to serve customers promptly and efficiently.
UCaaS Integrations: Help connect agents to valuable experts. Allow pre-built APIs to create a single view for all agent interactions. Identify agent availability for a call or chat and update corporate directories frequently. Connect the agent workforce with leading applications from Microsoft, RingCentral, Zoom, Atos and more.
CRM Integrations: Help agents understand customers in a better way. Deploy, scale and extend with a pre-built integration. Increase efficiency with a unified agent desktop and reduce both time and effort. Make informed decisions relying on gainful insights.
Interaction Analytics: Improve interactions across channels by identifying outcomes, evaluating the customer experience and more. Prioritize and attack the best improvement opportunities.
Real-Time Interaction Guidance: Build rapport and encourage active listening based on AI models that understand customer cues. Provide immediate feedback and use easy-to-understand prompts and specific recommendations.
Voice-as-a-Service: Integrate software, infrastructure and telephone into one centralized solution. Eliminate the hassle of dropped and abandoned calls. Use automated provisioning and number porting to save time.
Customer Authentication: Validate a customer in the first few seconds of a conversation. Strengthen fraud prevention and ensure safeguarding. Diversify self-service to meet everyday needs such as account balance, points status, password resets and more that need authentication.