What users are saying about
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47 Ratings
27 Ratings
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Score 9 out of 100

NICE inContact CXone

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47 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

3CX Phone System

The 3CX system is a well-thought out phone system with many features and options. The plan pricing is very affordable and flexible depending on your business needs. However, the key to having a solid, well-performing system with 3CX is the quality of your Internet connection. You may want to discuss your Internet connection type and speeds with a 3CX reseller before deciding on a 3CX system.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

InContact is a solid phone platform for a call center. For the basic user, it is easy to understand and use. For the more detailed user or manager, some of the reports are difficult to manipulate. Trying to find what you really need can be challenging at times. Also, the screen does freeze from time to time.
Maggie Budd | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

3CX Phone System
NICE inContact CXone
8.4
Agent dashboard
3CX Phone System
NICE inContact CXone
8.4
Validate callers
3CX Phone System
NICE inContact CXone
8.4
Outbound response
3CX Phone System
NICE inContact CXone
7.9
Call forwarding
3CX Phone System
NICE inContact CXone
8.8
Click-to-call (CTC)
3CX Phone System
NICE inContact CXone
7.3
Warm transfer
3CX Phone System
NICE inContact CXone
8.1
Predictive dialing
3CX Phone System
NICE inContact CXone
8.0
Interactive voice response
3CX Phone System
NICE inContact CXone
8.9
REST APIs
3CX Phone System
NICE inContact CXone
8.6
Call scripts
3CX Phone System
NICE inContact CXone
8.4
Call tracking
3CX Phone System
NICE inContact CXone
8.9
Multichannel integration
3CX Phone System
NICE inContact CXone
8.3
CRM software integration
3CX Phone System
NICE inContact CXone
8.7

Workforce Optimization (WFO)

3CX Phone System
NICE inContact CXone
8.4
Inbound call routing
3CX Phone System
NICE inContact CXone
8.8
Omnichannel inbound routing
3CX Phone System
NICE inContact CXone
8.8
Recording
3CX Phone System
NICE inContact CXone
8.3
Quality management
3CX Phone System
NICE inContact CXone
8.0
Call analytics
3CX Phone System
NICE inContact CXone
8.5
Historical reporting
3CX Phone System
NICE inContact CXone
8.3
Live reporting
3CX Phone System
NICE inContact CXone
7.8
Customer surveys
3CX Phone System
NICE inContact CXone
8.8
Customer interaction analytics
3CX Phone System
NICE inContact CXone
8.4

Pros

3CX Phone System

  • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
  • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
  • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.
Hans Hong | TrustRadius Reviewer

Cons

3CX Phone System

  • The webmeeting function is clumsy compared to Zoom or Google Meets (Hangouts).
  • There is no support offered without paying for it, but the web forum that is offered for free does allow you to throw out questions and have them answered by someone in the community of 3CX user administrators.
Laura Steinbrink | TrustRadius Reviewer

NICE inContact CXone

  • The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
  • The way to create "categories" or "topics" is more cumbersome than with other platforms.
  • They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

3CX Phone System

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract
Anonymous | TrustRadius Reviewer

Usability

3CX Phone System

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.2
Based on 18 answers
The system is extremely user-friendly. It is the closest software I have used to the "Apple" brand. What I mean by that is the setup, hookup just makes sense. When I have an agent with complications, I am able to help them troubleshoot from afar. I have never been unable to figure the issue out if any.
Brian Dampman | TrustRadius Reviewer

Support Rating

3CX Phone System

3CX Phone System 6.5
Based on 2 answers
I didn't have to use support personally but I have talked to the administrators of the system and they confirm that any issue is dealt with quickly. As we haven't had big issues I can't talk about priority 1 incidents which require immediate attention, but normal issues are answered fairly quickly and accurately.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

Implementation Rating

3CX Phone System

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Alternatives Considered

3CX Phone System

Both are great - 3CX was chosen for its Windows compatibility, The operation has been very straightforward and was easily integrated and maintained. The ability to migrate later to a stable Unix platform is considered a real plus. We have been very pleased with the ease of use and the stability that the 3CX system provides, even on a Windows platform.
Mike McCloskey | TrustRadius Reviewer

NICE inContact CXone

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

Return on Investment

3CX Phone System

  • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
  • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.
Artur Bittencourt | TrustRadius Reviewer

NICE inContact CXone

  • InContact has helped to expand the services which our company offers to clients in allowing us to offer greater flexibility in both type of contacts supported as well as in the hours that employees are able to be available.
  • InContact has also enhanced our company's ability to hire a larger volume of remote employees who work from the comfort of their own home offices, resulting in greater flexibility and ability to better schedule employees based on client needs/hours.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

3CX Phone System

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

NICE inContact CXone

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

3CX Phone System
9.0
NICE inContact CXone
8.3

Likelihood to Renew

3CX Phone System
NICE inContact CXone
5.7

Usability

3CX Phone System
NICE inContact CXone
8.2

Support Rating

3CX Phone System
6.5
NICE inContact CXone
7.5

Implementation Rating

3CX Phone System
NICE inContact CXone
7.0

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