NICE CXone
Why Choose NICE CXone?
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NICE CXone Mpower automates end-to-end customer service—enabling organizations to boost satisfaction and efficiency while reducing costs at unprecedented scale. Move beyond traditional inbound customer service and into proactive AI-powered customer experiences. As the ultimate AI hyper-platform, CXone Mpower seamlessly orchestrates workflows, agents, and knowledge across every CX touchpoint. Connect front- and back-office workflows. Optimize enterprise-wide knowledge. Increase productivity with AI agents and augmented human agents. Unlike traditional CCaaS and inflexible point-solutions, CXone Mpower provides the most comprehensive applications portfolio, an open framework for integration, and Enlighten—CX-specific AI trained on the industry’s largest labeled and validated CX dataset — for organizations to design, build and operate every element of customer service.How do you position yourself against your competitors?CXone Mpower offers the industry's most complete set of capabilities for contact center as a service and workforce engagement, plus 1,000+ AI models all natively integrated into one, robust, scalable, and secure platform, serving organizations of all sizes.CXone Mpower is a highly composable and customizable platform with over 400 RESTful APIs, robust SDKs, a development center, DEVone partner program, and the CXexchange marketplace. Our CRM integrations are industry-leading.As a carrier, NICE offers native telephony services and is the only CCaaS provider to offer a MOS guarantee.
NICE CXone Introduction
What is NICE CXone?
With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone Mpower, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
How to use NICE CXone?
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Why Choose NICE CXone?
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NICE CXone Features
Channels
- ✓Voice
- ✓Web Chat
Functions
- ✓Session Routing
- ✓Session Queuing
- ✓Concurrent Calling
- ✓Speech Analytics
- ✓Auto Dialer
- ✓IVR
- ✓Inbound Screen Pop
- ✓Persistent Data
Administrative
- ✓Session Summary Notes
- ✓Administrator Access
- ✓Reporting & Dashboards
- ✓Session Recording
- ✓Agent Scheduling and Assignment
Pricing
CXone Mpower Digital Agent
Digital first package supports 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
- ✓ Digital recording and storage
CXone Mpower Voice Agent
Support voice calls for live agents and self-service
- ✓ CXone multi-tenant cloud, open platform, common data sets and models
- ✓ Unified administration and user interface
- ✓ Universal queue with concurrent interaction handling
- ✓ Dedicated agent and supervisor workspace
- ✓ Self-Service via voice IVR with no-code configuration
- ✓ Prebuilt and customizable cross-domain dashboards and reports
- ✓ Voice recording and storage
CXone Mpower Omnichannel Agent
Includes both Digital and Voice Agent plus
- ✓ Omnichannel blended routing for digital and voice
- ✓ Universal queue with concurrent interaction handling
- ✓ Voice and digital capture, storage, search and playback
- ✓ Dedicated agent and supervisor workspace
- ✓ Voice and digital prebuilt data visualization dashboards and reports
CXone Mpower Essential Suite
Includes Omnichannel Agent plus
- ✓ Includes Omnichannel Agent package
- ✓ Screen recording for agent desktop for both voice and digital interactions
- ✓ Quality Management workflows, including rich evaluation options, automated interactions distribution, coaching, calibrations, appeals and self-assessment.
- ✓ Dedicated supervisor workspace enabling omnichannel real-time monitoring and streamlined workflows for managing agents
- ✓ Prebuilt and customizable cross-domain dashboards and reports
CXone Mpower Core Suite
Includes Essential Suite plus
- ✓ Includes Essential Suite
- ✓ Omnichannel AI forecasting and scheduling
- ✓ Agent mobile scheduling app with auto approvals
- ✓ Adherence and time utilization insights
- ✓ Enhanced performance visualization and insights
- ✓ 360 view of the agent KPIs, metrics and trends
CXone Mpower Complete Suite
Includes Core Suite plus
- ✓ Includes Core suite
- ✓ Identify trends and root causes using AI-driven omnichannel analytics across 100% of voice, text, and digital interactions
- ✓ Analyze, measure and quickly uncover insights with prebuilt categories, entities, and sentiment analytics
- ✓ Take immediate action and drive improvements in CX with out-of-the-box dashboards and in-depth reporting
- ✓ Contextual and conversational customer feedback
- ✓ Capture Voice of the Customer as part of IVR and quality workflows
CXone Mpower Ultimate Suite
Includes CXone Mpower Complete Suite plus
- ✓ Augment employees with real-time recommendations, contextual knowledge, and auto-summarization
- ✓ Automate interactions with trusted company knowledge and conversational flows trained on your top agents
- ✓ Improve sentiment before, during, and after every interaction with AI Routing, AI-driven behavioral insights, automated quality, and more
About NICE CXone
What Is NICE CXone?
With NICE, it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone Mpower, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Key Features
- Voice
- Web Chat
- Session Routing
- Session Queuing
- Concurrent Calling
- Speech Analytics
- Auto Dialer
- IVR
Best For
- Teams evaluating Contact Center Software solutions
- Agents workflows
- Calls workflows
- Contact center workflows
- Customer service workflows
Category Context
NICE CXone is listed under Contact Center Software on AI-U and can be compared against other products in the same category for use case fit, feature coverage, and pricing model.
Pricing Summary
- CXone Mpower Digital Agent: Starting at $71.00 1 Agent Per Month — Digital first package supports 30+ digital channels
- CXone Mpower Voice Agent: Starting at $94.00 1 Agent Per Month — Support voice calls for live agents and self-service
- CXone Mpower Omnichannel Agent: Starting at $110.00 1 Agent Per Month — Includes both Digital and Voice Agent plus
Alternatives
- Talkdesk — World's Leading Cloud Call Center Software. Talkdesk® is a global cloud contact center leader for customer-obsessed companies. We believe th
- Genesys Cloud CX — The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry
- Five9
Official Source
Official website: https://www.nice.com/
NICE CXone Tags
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