33 reviews
WH Score

CXone Overview

What is CXone?

CXone helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. Only CXone delivers one unified experience, on one cloud native platform, fast onboarding of new employees and capabilities, with embedded AI to keep your team one step ahead. CXone transforms your call center software—empowering exceptional agent and customer experiences: every channel, every time. CXone is the first and only platform unifying best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all built on an Open Cloud Foundation.

Key CXone capabilities include:

  • CXone Omnichannel Routing
  • CXone Analytics
  • CXone Workforce Optimization
  • CXone Automation & AI
  • CXone Open Cloud Foundation

CXone Awards

All Years
CXone - Editors Choice 2024

CXone Recent Reviews

Reviewed on 21 December 2023

Call Distribution and Clarity

If the primary focus is on clear and accessible calls, this product is worth considering. While there are areas for improvement, the platform's positive aspects make it a viable option for users seeking reliable call quality.

  • Users can rely on the platform to ensure that calls are audible and accessible, contributing to a positive overall experience.
  • Users may encounter challenges related to call distribution, with instances of calls being lost and unevenly distributed

Reviewed on 25 October 2023

Communication Made Easy

It's a convenient all-in-one solution for communication needs, which simplifies workflow.

  • Allows users to make calls, receive incoming calls, and send emails within the same system
  • Controlling incoming calls can be challenging
  • When a call breaks, there's no immediate call-back button available.

CXone Pricing

Essential Suite
per month
CXone Pricing Details

CXone Key Features

Customer Management

  • Customer Profiling
  • Customer Journey Mapping
  • Customer Lifecycle Management
  • Complaint/Feedback Management

Conversational AI

  • Contextual Interactions
  • Intent Discovery

Reporting & Analytics

  • Call Log Reports
  • Forecasting
  • Performance Evaluations
  • Dashboard
  • Call Analytics
  • Quality Monitoring
  • CX Analytics
  • Sentiment Analysis
  • Conversation Analytics
  • KPI Tracking
  • Engagement Analytics
  • Agent Analytics
  • Conversion Analytics
  • Quality of Service Reports
  • Customer Satisfaction Rating (CSAT)
  • Customer Distress Index (CDI) Scoring
  • Call Monitoring
  • Call Scoring
  • IVR Reports
  • Call Summary
  • Meeting Summary
  • 360° Customer View
  • Trend Reports
CXone Features Details

CXone Media

CXone Videos

CXone Wheelhouse Score

What is this?

The Average Wheelhouse score for the Digital Experience Management (DXM) category is 7.9

CXone User Scores

  • Ease of Use
  • Meets Requirements
  • Learning Curve
  • Setup & Support
  • Quality of Support
  • Ease of Admin

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