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Software Details
NICE CXone
Categories

Analytics

Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.

Automation

Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.

Business Operations

Centralize and optimize core business functions. From project management and financial planning to HR and supply chain, this category covers the software that keeps your business running smoothly.

Customer Journey Orchestration (CCaaS)

Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.

Self Service

Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.

Unified Communications (UCaaS)

Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.

Workforce Engagement Management (WEM)

Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.

Product Types

Agent Assist

Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.

Auto Quality Assurance (QA)

Auto QA software automatically evaluates customer and agent interactions to measure quality, provide feedback, and identify insights. This AI-powered solution allows for significantly more evaluations than traditional methods, enabling faster and more efficient quality improvement.

Branded Caller ID

Build trust and improve answer rates with branded caller ID. Display your company name and logo on outbound calls to make your business instantly recognizable.

Chat Bots

Automate customer interactions and provide 24/7 support. Use chatbots to handle routine inquiries, qualify leads, and guide users through simple tasks, freeing up your agents to focus on complex issues.

Coaching and Performance Management

Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.

Conversational AI

Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.

CSAT and Feedback Management (Voice of Customer)

Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.

Customer Journey Tracking

Software that collects and presents quantitative and qualitative data about how users interact with your product, website, and customer support org so you can better understand and improve your customer's experience.

Email, Chat and Messaging

Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.

Enhanced Language Understanding

Break down language barriers and improve communication. Use AI-powered language understanding to neutralize accents, translate conversations in real-time, and improve accessibility.

Interaction and Speech Analytics

Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.

Knowledgebase

Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.

Omni-Channel Routing

Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.

Outbound Dialer

Automate outbound calling campaigns for sales, marketing, and customer service. Increase efficiency and improve contact rates with features like predictive dialing, call scripting, and lead management.

Predictive Engagement

Anticipate customer needs and proactively offer assistance. Use AI and machine learning to identify customer intent and deliver personalized experiences at the right moment.

Recording

Record and store customer interactions for compliance, training, and quality assurance purposes. Capture valuable insights from customer conversations to improve service and identify opportunities.

Robotic Process Automation (RPA)

Automate repetitive, rule-based tasks without coding. Use platforms that deploy software bots to automate tasks and processes. RPA platforms can be customized to nearly any process and steps between current and legacy systems.

Social Listening

Social listening enables businesses to identify, monitor, analyze, and respond to conversations about their brand(s), competitors, and industry across various social media platforms, helping businesses make informed decisions.

Voice Communication/VoIP

Advanced VoIP solutions that provide high-quality voice communication over the internet, offering cost savings, scalability, and a range of features for businesses of all sizes.

Web Digital Journeys (Visual IVR)

Interactive visual IVR solutions that enhance customer engagement by providing a visual interface for navigating support options, improving user experience and satisfaction.

Focus Industries
PCI, HIPAA
Interested in NICE CXone
Talk to a technology advisor for no cost/obligation to better understand how NICE CXone can be a fit for your business.
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NICE CXone

More Details
NICE Ltd provides AI-driven contact center and workforce optimization solutions that enhance customer experience and improve operational efficiency.
NICE Ltd provides AI-driven contact center and workforce optimization solutions that enhance customer experience and improve operational efficiency.
Overview Buying Guide Pro Services

Overview

Executive Overview

NICE CXone is the global leader in cloud contact center platforms, supporting 27,000+ customers across 150 countries. It offers voice, digital, AI, WFM, QM, analytics, and security in a scalable, telephony-agnostic environment trusted by the Fortune 100 and SMBs alike.

Company Differentiation

  • Serving 85 of the Fortune 100 and 6 of Fortune 10
  • 400+ patents and global scale with open APIs

Company Demographics

Revenue
Employees
Founded
Type

Product Offerings

  • Voice, Chat, Email, Social, IVR, ACD, Dialers
  • AI Routing, Agent Assist, Auto-Summarization
  • WFM, QM, Speech & Text Analytics
  • CRM Integrations, Global Voice, Telco

Product Differentiation

  • True cloud-native CCaaS platform with global Telco
  • Industry-best analytics and workforce tools

Buying Guide

Product Type Matrix
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Legend

Market Leader
Differentiator
At Market
Behind Market
Unavailable

Vendor Net Promoter Score (NPS)

NPS Score

Data provided by AVANT

Unlock NPS (Net Promoter Score) generated from Trusted Advisors, including CXponent, based on actual experiences clients have with NICE CXone.

Best Fit

For businesses looking to enhance customer service and optimize contact center operations, NICE offers cloud-based solutions that streamline omnichannel engagement, workforce optimization, and automation. CXponent can help you assess your needs and implement NICE’s platform to drive better customer experiences and operational efficiency.

Key Features and Benefits

  • Cloud Contact Center Solutions: NICE provides comprehensive cloud-based contact center solutions, offering omnichannel customer engagement, intelligent call routing, and real-time analytics to improve customer experiences.
  • Workforce Optimization (WFO): NICE’s WFO tools include scheduling, performance management, and real-time monitoring, helping businesses optimize agent productivity and streamline contact center operations.
  • Customer Experience Analytics: NICE offers advanced analytics tools that gather insights from customer interactions across voice, email, chat, and social channels, allowing businesses to identify trends and improve service quality.
  • Robotic Process Automation (RPA): NICE’s RPA solutions automate repetitive tasks in customer service and back-office operations, reducing manual workload and improving efficiency.
  • AI-Powered Automation & Self-Service: NICE uses AI to power virtual agents and chatbots, enabling businesses to provide 24/7 self-service options and enhance customer support with automated workflows.

Technical Requirements

  • Cloud-Based Infrastructure: NICE’s solutions are fully cloud-hosted, requiring stable internet connectivity and compatible devices for agents and supervisors to access the platform.
  • Integration Capabilities: NICE integrates with CRM, help desk, and other business systems, enabling seamless data sharing and workflow automation across platforms.
  • Security & Compliance: NICE complies with industry-standard security and compliance protocols, such as PCI-DSS, HIPAA, and GDPR, ensuring that customer interactions and data remain secure and protected.
  • AI & Automation Setup: Businesses deploying NICE’s AI and automation tools must ensure proper configuration and integration with existing customer service systems for optimal performance.

Business Requirements

  • Contact Center Optimization: Businesses looking to enhance customer service through intelligent call routing, omnichannel engagement, and performance analytics will benefit from NICE’s contact center solutions.
  • Workforce Optimization Focus: Companies aiming to improve agent productivity and streamline contact center operations should consider NICE’s WFO tools for scheduling, performance management, and real-time monitoring.
  • Automation Needs: Organizations seeking to reduce manual workload and improve service efficiency will benefit from NICE’s RPA and AI-powered automation tools.
  • Data-Driven Customer Experience Strategy: Businesses that prioritize customer experience improvement through advanced analytics and actionable insights will find NICE’s analytics tools valuable for optimizing customer interactions.

Use Cases

  • Omnichannel Contact Centers: NICE helps businesses manage customer interactions across voice, chat, email, and social media, delivering a consistent customer experience across channels.
  • Workforce Optimization for Contact Centers: NICE’s WFO tools help businesses manage agent scheduling, performance, and productivity, ensuring that contact centers operate efficiently and meet service-level agreements (SLAs).
  • AI-Powered Self-Service: Businesses can deploy NICE’s virtual agents and chatbots to provide automated customer support, reducing the workload on human agents and enhancing customer satisfaction.
  • RPA for Back-Office Operations: NICE’s RPA solutions automate repetitive back-office tasks, such as data entry and processing, improving efficiency and reducing errors.

Qualifying Questions

  • Does your business need to optimize its contact center operations by improving agent productivity and enhancing customer engagement across multiple channels?
  • Are you looking to leverage AI and automation to provide self-service options and reduce manual workloads in your contact center or back-office operations?
  • How important is advanced analytics in your organization’s strategy for improving customer service quality and identifying trends in customer interactions?
  • Do you need a scalable cloud-based contact center solution that can grow with your business and support increasing customer demands?

Implementation Timeline & Considerations

  • Deployment Time: NICE’s cloud-based contact center and workforce optimization solutions can typically be implemented within 6-12 weeks, depending on the size of the business and the complexity of integrations.
  • Considerations: Ensure that your IT and operations teams are prepared for the integration of NICE’s platform with existing CRM and customer service systems to facilitate smooth deployment.
  • Security & Compliance: Verify that NICE’s security features and compliance certifications meet your organization’s regulatory requirements for data protection and customer interactions.

ROI and Business Impact

  • Improved Contact Center Efficiency: NICE’s workforce optimization and AI-powered automation tools help businesses streamline contact center operations, improving efficiency and reducing costs.
  • Enhanced Customer Experiences: With NICE’s omnichannel engagement and analytics tools, businesses can deliver personalized, consistent customer experiences, leading to higher satisfaction and loyalty.
  • Operational Cost Savings: Automating repetitive tasks with NICE’s RPA solutions reduces manual workload and operational costs, freeing up resources for more strategic activities.
  • Data-Driven Decision Making: NICE’s advanced analytics tools provide valuable insights into customer behavior, helping businesses make data-driven decisions to improve service quality and operational performance.

Cost Model

NICE offers flexible subscription-based pricing for its contact center and workforce optimization solutions. Pricing is typically based on the number of agents, communication channels, and the level of AI and automation tools required. Custom pricing is available for larger enterprises with complex needs.

Roles of Decision Makers

  • Contact Center Leaders: Oversee the deployment and integration of NICE’s solutions to ensure alignment with customer service goals and improved agent performance.
  • IT Leaders: Manage the technical integration of NICE’s cloud-based platform with existing business systems, ensuring smooth deployment and data security.
  • Operations Managers: Evaluate the impact of NICE’s workforce optimization tools on agent productivity and overall contact center efficiency.
  • Compliance Officers: Ensure that NICE’s platform meets regulatory and data protection requirements for customer interactions and contact center operations.

Additional Considerations & Helpful Tips

  • Omnichannel Strategy: Develop a clear omnichannel strategy that leverages NICE’s tools to provide consistent customer experiences across all communication channels.
  • Automation Opportunities: Identify repetitive tasks within your contact center and back-office operations that can be automated using NICE’s RPA tools to improve efficiency and reduce errors.
  • Data-Driven Optimization: Use NICE’s analytics tools to continuously monitor customer interactions and identify opportunities for service improvement and operational optimization.
  • Scalability Planning: Plan for future growth by ensuring that NICE’s platform can scale with your business and support increasing customer demands as operations expand.

Next Steps

Looking to optimize your contact center operations and improve customer experiences with NICE’s cloud-based solutions? CXponent can help you assess your needs and implement NICE’s platform. Contact us today to get started.

Qualifying and Technical Questions

Pro Services

Featured Providers
NICE CXone Software Details
#1 Cloud Contact Center with AI-Powered Omnichannel CX
Categories

Analytics

Transform data into insights. Solutions in this category help you collect, visualize, and analyze data to make informed business decisions, track KPIs, and uncover opportunities for growth.

Automation

Streamline processes and boost efficiency. Automate repetitive tasks, integrate systems, and orchestrate complex workflows to save time, reduce errors, and free up your team to focus on strategic initiatives.

Business Operations

Centralize and optimize core business functions. From project management and financial planning to HR and supply chain, this category covers the software that keeps your business running smoothly.

Customer Journey Orchestration (CCaaS)

Deliver personalized and seamless customer experiences across all channels. Manage customer interactions, automate engagement, and build lasting relationships with tools for contact center operations, omnichannel communication, and customer journey mapping.

Self Service

Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.

Unified Communications (UCaaS)

Streamline communication and collaboration. Integrate voice, video, messaging, and conferencing into a single platform for seamless interaction and teamwork.

Workforce Engagement Management (WEM)

Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.

Agent Assist

Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.

Auto Quality Assurance (QA)

Auto QA software automatically evaluates customer and agent interactions to measure quality, provide feedback, and identify insights. This AI-powered solution allows for significantly more evaluations than traditional methods, enabling faster and more efficient quality improvement.

Branded Caller ID

Build trust and improve answer rates with branded caller ID. Display your company name and logo on outbound calls to make your business instantly recognizable.

Chat Bots

Automate customer interactions and provide 24/7 support. Use chatbots to handle routine inquiries, qualify leads, and guide users through simple tasks, freeing up your agents to focus on complex issues.

Coaching and Performance Management

Empower managers and employees to achieve their best. Provide tools for goal setting, performance tracking, feedback, and coaching to improve productivity and engagement.

Conversational AI

Create intelligent, natural-language interactions with customers and employees. Use conversational AI to power chatbots, virtual assistants, and voice interfaces that understand and respond to user intent.

CSAT and Feedback Management (Voice of Customer)

Capture and analyze customer feedback to improve your products and services. Gather insights from surveys, reviews, and social media to measure customer satisfaction and identify areas for improvement.

Customer Journey Tracking

Software that collects and presents quantitative and qualitative data about how users interact with your product, website, and customer support org so you can better understand and improve your customer's experience.

Email, Chat and Messaging

Enable real-time communication and collaboration within your organization. Facilitate instant messaging, group chat, and file sharing among teams and individuals.

Enhanced Language Understanding

Break down language barriers and improve communication. Use AI-powered language understanding to neutralize accents, translate conversations in real-time, and improve accessibility.

Interaction and Speech Analytics

Gain insights from customer interactions and voice data. Analyze call recordings and transcripts to identify trends, improve agent performance, and uncover customer sentiment.

Knowledgebase

Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.

Omni-Channel Routing

Route customer interactions to the most appropriate agent or resource based on skills, availability, and channel. Deliver seamless customer experiences across voice, chat, email, and social media. This allows your agents to work out of a single tool and enables operations to more efficiently staff support.

Outbound Dialer

Automate outbound calling campaigns for sales, marketing, and customer service. Increase efficiency and improve contact rates with features like predictive dialing, call scripting, and lead management.

Predictive Engagement

Anticipate customer needs and proactively offer assistance. Use AI and machine learning to identify customer intent and deliver personalized experiences at the right moment.

Recording

Record and store customer interactions for compliance, training, and quality assurance purposes. Capture valuable insights from customer conversations to improve service and identify opportunities.

Robotic Process Automation (RPA)

Automate repetitive, rule-based tasks without coding. Use platforms that deploy software bots to automate tasks and processes. RPA platforms can be customized to nearly any process and steps between current and legacy systems.

Social Listening

Social listening enables businesses to identify, monitor, analyze, and respond to conversations about their brand(s), competitors, and industry across various social media platforms, helping businesses make informed decisions.

Voice Communication/VoIP

Advanced VoIP solutions that provide high-quality voice communication over the internet, offering cost savings, scalability, and a range of features for businesses of all sizes.

Web Digital Journeys (Visual IVR)

Interactive visual IVR solutions that enhance customer engagement by providing a visual interface for navigating support options, improving user experience and satisfaction.

Focus Industries
PCI, HIPAA
Interested in NICE CXone?
Talk to a technology advisor for no cost/obligation to better understand how NICE CXone can be a fit for your business.