NICE CXone Overview

NICE CXone is an AI-driven cloud platform designed to enhance customer experience management across all journeys. It streamlines interactions for improved satisfaction and efficiency.

Use Cases

Customers recommend Helpdesk Management, Engagement Management, Call Recording, as the business use cases that they have been most satisfied with while using NICE CXone.

Other use cases:

  • Contact List Management
  • Customer Feedback Management
  • Competitive Intelligence
  • Communication Management
  • Coaching
  • Forecasting
  • Performance Management
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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using NICE CXone.

Other priorities:

  • Increase Sales & Revenue
  • Scale Best Practices
  • Improve ROI
  • Improve Stakeholder Relations
  • Launch New Products
  • Improve Efficiency
  • Build Brand Awareness
  • Enter New Markets Internationally Or Locally
  • Grow Market Share
  • Improve Consistency
  • Improve Visibility
  • Increase Customer Life Time Value
  • Improve Digital And Social Presence
  • Improve Internal Communications
  • Establish Thought Leadership
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NICE CXone Use-Cases and Business Priorities: Customer Satisfaction Data

NICE CXone works with different mediums / channels such as Phone Calls. User Generated Content. and Blogs.

NICE CXone's features include Dashboard, Recording, Personalization, etc. and NICE CXone support capabilities include Chat Support, Email Support, AI Powered, etc. also NICE CXone analytics capabilities include Analytics, and Custom Reports.

Reviews

"I can route calls from the NICE inContact system to our partners without even knowing what system the partners are using. From our customers’ perspective, we’re all just one big call center." - Erin Lewis-Freeman

NICE CXone, XCALLY, VICIdial, Vocalcom, CallTools, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for NICE CXone

Top Industries

  • Computer Software
  • Financial Services
  • Consumer Services

Popular in

  • Enterprise
  • Mid Market
  • Small Business

NICE CXone is popular in Computer Software, Financial Services, and Consumer Services and is widely used by Enterprise, Mid Market, and Small Business.

NICE CXone Customer wins, Customer success stories, Case studies

How can NICE CXone enhance your Helpdesk Management process?

Why is NICE CXone the best choice for Engagement Management?

How can NICE CXone optimize your Call Recording Workflow?

What makes NICE CXone ideal for Contact List Management?

What solutions does NICE CXone provide for Customer Feedback Management?

11 buyers and buying teams have used Cuspera to assess how well NICE CXone solved their Contact Center Software needs. Cuspera uses 3773 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

CUSTOMERS TESTIMONIALS
NICE CXone testimonial

Erin Lewis-Freeman

Workforce Capacity and Delivery Partner Manager

AllClear ID
I can route calls from the NICE inContact system to our partners without even knowing what system the partners are using. From our customers’ perspective, we’re all just one big call center. Testimonial By Erin Lewis-Freeman
NICE CXone testimonial

Per Valik

CIO/CTO

Webhelp Nordic
NICE CXone is a very important part of our cloud strategy. Testimonial By Per Valik
NICE CXone testimonial

Jan van Dalen

Director of Information Technology

Hoveround
CXone Personal Connection has really revolutionized how we do business. Our lead conversion increased by 116%, which is almost unheard of, and it’s all done through the CXone platform. Testimonial By Jan van Dalen
CUSTOMERS TESTIMONIALS
NICE CXone testimonial

Erin Lewis-Freeman

Workforce Capacity and Delivery Partner Manager

AllClear ID
I can route calls from the NICE inContact system to our partners without even knowing what system the partners are using. From our customers’ perspective, we’re all just one big call center. Testimonial By Erin Lewis-Freeman
NICE CXone testimonial

Per Valik

CIO/CTO

Webhelp Nordic
NICE CXone is a very important part of our cloud strategy. Testimonial By Per Valik
NICE CXone testimonial

Jan van Dalen

Director of Information Technology

Hoveround
CXone Personal Connection has really revolutionized how we do business. Our lead conversion increased by 116%, which is almost unheard of, and it’s all done through the CXone platform. Testimonial By Jan van Dalen
 

Staysure Selects NiCE to Deliver Seamless Insurance Experiences for the Modern Traveler with CXone Mpower - Business Wire

Staysure, a leading UK travel insurer, has selected NICEs CXone Mpower platform to modernize its customer service operations. The AI-powered solution will unify digital and voice channels, including ...WhatsApp, SMS, and chat, and provide real-time support for agents through Copilot and Expert features. This deployment aims to deliver seamless, personalized insurance experiences and accelerate Staysures digital transformation.

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H&R Block Transforms Into Digital-First, AI-Powered Customer Care Organization with NiCE CXone Mpower - Business Wire

H&R Block has transformed its customer service operations by deploying NICE CXone Mpower, shifting from traditional call centers to a digital-first, AI-powered support model. The rapid migration enab...led scalable, automated customer care, handling over 5 million calls in four months. Leveraging AI-driven features like Autopilot and coaching, H&R Block achieved seven-figure cost savings, improved agent performance, and higher customer satisfaction.

Read on →

County of San Diego - Government Administration

NiCE CXone Mpower helped the County of San Diego improve emergency response and customer service. After a major flood, the county used CXone Mpower to quickly set up new IVR prompts and queues for di...saster relief. The platform enabled remote work, real-time reporting, and SMS reminders for callbacks. In three weeks, the county handled over 10,000 calls and processed 6,000 aid applications, distributing $5.7 million. Missed callbacks dropped by 40%, abandonment rates fell 10%, and wait times went from two minutes to almost zero.

Read on →

e-regio - Utilities

CXone Mpower helped e-regio modernize its service operations. The company replaced manual processes with a digital-first platform. Agent performance, service levels, and cost control improved. e-regi...o now manages schedules and workflows more easily. The company is ready to expand AI use with a new customer portal. CXone Mpower gives e-regio better control and transparency in customer service.

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Maps Credit Union - Financial Services

NICE CXone helped Maps Credit Union modernize its contact center. The credit union replaced old systems with CXone, NICE Interaction Recording, and other NICE tools. This improved call handling, redu...ced average handle time by 35 seconds, and cut after call work by up to 94%. Over 2,500 calls each month moved from voice to chat, and 4,000+ calls are now resolved through self-service. The new system made agents more efficient and improved member satisfaction.

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ECSI - Financial Services

ECSI used NiCE Enlighten Autopilot to improve efficiency in financial services for higher education. The platform helped ECSI engage with customers who wanted self-service. This led to a better live ...agent contact experience. ECSI aimed to boost service standards and streamline operations. The testimonial highlights improved customer engagement and efficiency.

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CXone Dashboard Demo

Video Thumbnail

Frequently Asked Questions(FAQ)

for NICE CXone

What is NICE CXone?

NICE CXone is a Customer Experience Interaction Platform that helps with frictionless experiences across the entire customer journey for the contact center with AI-powered experiences providing real-time information and guidance for fast, personalized experiences.

NICE ensures the customers with knowledge management across search, websites, and mobile. Simplifies service delivery for faster resolution of customer issues and reduced costs. It's an enterprise-grade platform that scales securely, deploys quickly, and services customers globally.

Its features are improved customer experience and loyalty, Reduced cost of service, increase sales, raise agent retention, achieve compliance adherence, gain business agility, fraud prevention, optimized back-office performance and more.

What is NICE CXone used for?

NICE CXone is a Contact Center Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Engagement Management and Call Recording .

What are the top features of NICE CXone?

Dashboard, Recording and Personalization are some of the top features of NICE CXone.

Who uses NICE CXone?

NICE CXone is used by Computer Software, Financial Services and Consumer Services among other industries.

What are NICE CXone alternatives?

XCALLY, VICIdial, Vocalcom and CallTools are popular alternatives for NICE CXone.

Where is NICE CXone located?

NICE CXone is headquartered at 221 River St, Hoboken, New Jersey 07030, US.
lightning

Peers used NICE CXone for helpdesk management and engagement management

NICE CXone Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.40/5 ★

Read Reviews (67)
Analytics

4.75/5 ★

Read Reviews (135)
Custom Reports

3.77/5 ★

Read Reviews (524)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.40/5 ★

Read Reviews (67)
Analytics

4.75/5 ★

Read Reviews (135)
Custom Reports

3.77/5 ★

Read Reviews (524)

Software Failure Risk Guidance

?

for NICE CXone

Overall Risk Meter

Low Medium High

Top Failure Risks for NICE CXone

NICE Ltd. News

Awards

NiCE Named a Leader in IDC MarketScape European Contact Center-as-a-Service Vendor Assessment 2025 - Markets Financial Content

NiCE has been recognized as a Leader in the IDC MarketScape European Contact Center-as-a-Service Vendor Assessment 2025. The recognition highlights NiCE's CX AI platform, CXone Mpower, known for its multi-lingual Gen AI-powered omni-channel capabilities and customer journey orchestration. This platform is particularly suited for regulated industries and large organizations seeking secure, AI-driven customer experience solutions.

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Partnership

NiCE and IGT Solutions Accelerate AI-First CX Transformation for Global Brands with CXone Mpower - Markets Financial Content

NiCE and IGT Solutions have partnered to enhance AI-driven customer experience (CX) for global brands using NiCE's CXone Mpower platform. This collaboration aims to accelerate the transformation of customer service operations by integrating advanced AI capabilities.

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Executive

NiCE Appoints Arun Chandra as Chief Operating Officer to Lead Newly ...

NiCE has appointed Arun Chandra as Chief Operating Officer to lead its newly formed Global Customer Operations division. Chandra, a former executive at Disney, Meta, and HPE, will drive operational excellence and support NiCE's AI-first customer experience strategy. He will report to CEO Scott Russell and join the Executive Leadership Team.

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Financial

NiCE Reports 13% Year-Over-Year Cloud Revenue Growth for the Third ...

NiCE reported a 13% year-over-year increase in cloud revenue for Q3 2025, reaching $562.9 million. The company also completed the acquisition of Cognigy, enhancing its AI capabilities. AI ARR grew by 49% year-over-year. NiCE raised its full-year 2025 revenue guidance, reflecting strong performance in its AI-first strategy and CX AI business.

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NICE Ltd. Profile

Company Name

NICE Ltd.

Company Website

https://www.nice.com/

HQ Location

221 River St, Hoboken, New Jersey 07030, US

Employees

5001-10000

Social

Facebook Linkedin Twitter

Financials

IPO