NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.
NICE CXone offers a variety of pricing packages to fit the needs of different businesses. The packages are based on the number of interactions, the number of agents, and the features that are needed. The most basic package, the Digital First package, starts at $71 per month per agent. This package includes support for 30+ digital channels, common data sets and models, unified administration and user interface, digital agent routing for 30+ channels, dedicated agent and supervisor workspace, prebuilt data visualization dashboard and reports, and digital recording and storage. The most expensive package, the Complete Suite, starts at $209 per month per agent. This package includes all of the features of the other packages, plus AI-driven omnichannel analytics, sentiment analytics, out-of-the-box dashboards and in-depth reporting, and contextual and conversational customer feedback.
The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:
Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.
CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.
NICE CXone was previously known as NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy.
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