What users are saying about
49 Ratings
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Top Rated
751 Ratings
49 Ratings
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Score 7.5 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
751 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Feature Set Ratings

    Contact Center Software

    3CX

    Feature Set Not Supported
    N/A
    8.3

    NICE CXone (formerly NICE inContact)

    83%
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.4
    84%
    507 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    432 Ratings

    Outbound response

    N/A
    0 Ratings
    8.3
    83%
    448 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.5
    85%
    405 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.7
    87%
    367 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.6
    86%
    480 Ratings

    Predictive dialing

    N/A
    0 Ratings
    7.8
    78%
    294 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.2
    82%
    338 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    270 Ratings

    Call scripts

    N/A
    0 Ratings
    8.1
    81%
    285 Ratings

    Call tracking

    N/A
    0 Ratings
    8.4
    84%
    460 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.2
    82%
    325 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.2
    82%
    329 Ratings

    Workforce Optimization (WFO)

    3CX

    Feature Set Not Supported
    N/A
    8.4

    NICE CXone (formerly NICE inContact)

    84%
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.5
    85%
    465 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.4
    84%
    336 Ratings

    Recording

    N/A
    0 Ratings
    8.6
    86%
    448 Ratings

    Quality management

    N/A
    0 Ratings
    8.6
    86%
    435 Ratings

    Call analytics

    N/A
    0 Ratings
    8.5
    85%
    441 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.4
    84%
    433 Ratings

    Live reporting

    N/A
    0 Ratings
    8.5
    85%
    418 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.2
    82%
    271 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.3
    83%
    284 Ratings

    Attribute Ratings

    • NICE CXone (formerly NICE inContact) is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.5

    3CX

    65%
    12 Ratings
    8.4

    NICE CXone (formerly NICE inContact)

    84%
    543 Ratings

    Likelihood to Renew

    3CX

    N/A
    0 Ratings
    6.9

    NICE CXone (formerly NICE inContact)

    69%
    21 Ratings

    Usability

    3CX

    N/A
    0 Ratings
    8.6

    NICE CXone (formerly NICE inContact)

    86%
    529 Ratings

    Availability

    3CX

    N/A
    0 Ratings
    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings

    Performance

    3CX

    N/A
    0 Ratings
    8.2

    NICE CXone (formerly NICE inContact)

    82%
    7 Ratings

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings

    In-Person Training

    3CX

    N/A
    0 Ratings
    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings

    Online Training

    3CX

    N/A
    0 Ratings
    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings

    Implementation Rating

    3CX

    N/A
    0 Ratings
    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings

    Product Scalability

    3CX

    N/A
    0 Ratings
    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings

    Likelihood to Recommend

    3CX

    In many scenarios decision is driven by budget and compared to other solutions at the time of purchase [3CX] was simply the cheapest solution for what it has to offer. If you are looking for integrations, extensibility, and advanced functionalities, this might not be a solution for you. At the time of use (and this may have changed by now), there was a lack of APIs, CLI commands, and similar so nothing could be automated with the system. There are ways of importing data through CSV but automation would solve us so much time and support calls if we were able to connect with other systems.
    Anonymous | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.
    Anonymous | TrustRadius Reviewer

    Pros

    3CX

    • 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 CXone (formerly NICE inContact)

    • Made work from home easy - We just have to login and start calling - No landlines.
    • Easy to extract daily, monthly reports from NICE [CXone] web app.
    • Easy to monitor agents online - who is logged in and who is not.
    • Fast and reliable - Just need internet.
    Charanjeet Singh | TrustRadius Reviewer

    Cons

    3CX

    • I would like to be able to see direct-dial numbers on the handsets. Currently that is not possible but that would be a nice feature.
    • You need an SBC per location, which can be a point of failure.
    • You also need a server that might get disconnected, which is another point of failure.
    Daniel Merkl | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    • Occasionally the server will disconnect and we lose phone functionality.
    • Calls get "stuck" in the queue when they don't exist.
    • Can't remove commitments very easily when they are made.
    • Kicks you out after 2 hours. Making it annoying how you have to log back in.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    3CX

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. per user/per month
    Additional Pricing Details
    Price displayed is based on 25 users. 3CX pricing is based on the number of simultaneous calls your business requires or in other words, how many calls your system needs to support at once. Unlike other PBX vendors there is no per extension cost.

    NICE CXone (formerly NICE inContact)

    General

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

    Starting Price

    NICE CXone (formerly NICE inContact) Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    3CX

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.9
    Based on 21 answers
    Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
    Vinicius Leite | TrustRadius Reviewer

    Usability

    3CX

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.6
    Based on 529 answers
    If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    3CX

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 5.7
    Based on 7 answers
    NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
    Anonymous | TrustRadius Reviewer

    Performance

    3CX

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.2
    Based on 7 answers
    NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
    Anonymous | TrustRadius Reviewer

    Support Rating

    3CX

    3CX 5.4
    Based on 4 answers
    The 3CX Phone System is only a five because while they provide set-up/how-to/Q and A documents to help your district or company get started, they do not offer support for free. The documents provided, though, are good enough for you to get you up and running. We also found a good source of help through a sip trunk provider, which was a 3CX reseller provider.
    Laura Steinbrink | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.4
    Based on 6 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

    In-Person Training

    3CX

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.1
    Based on 4 answers
    It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
    Anonymous | TrustRadius Reviewer

    Online Training

    3CX

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.9
    Based on 5 answers
    I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
    Dailson Laurentino | TrustRadius Reviewer

    Implementation Rating

    3CX

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.1
    Based on 9 answers
    In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
    Dailson Laurentino | TrustRadius Reviewer

    Alternatives Considered

    3CX

    The main differences between 8x8, Inc. and 3CX is pricing and ease of use in my opinion. The 3CX system uses annual based pricing plans based on of simultaneous calls your company needs, not the number of extensions/users and offers a free plan. 8x8, Inc. charges per extension with different plans. We currently have 19 extensions so the 3CX system makes more sense for us, however, if your company only has a few extensions you may want to throughly consider both options. In my experience, it was difficult to add new extensions and phones with 8x8 because at least at that time we had 8x8 I could not add anything on the web admin. I had to call a sales rep which took a lot more time. Also, if you didn't purchase a phone and/or headset directly from 8x8 at a usually higher price than Amazon for example then you would have to spend anywhere from 30 minutes to hours on the phone with 8x8 tech support to program the phone to work with the 8x8 system so adding a new extension could turn into a long ordeal. I can easily add new extensions on 3CX directly in the web cpanel. Granted, if you are actually adding a new phone number you would need to purchase that number from a company like ATT first before adding it to 3CX. The difference between a phone number and an extension would be a phone number allows a customer to call in directly using that number. The extension would require the customer to call the main business number then be transferred to the extension. 3CX provides a list of supported phone models on their website
    Anonymous | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    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

    Scalability

    3CX

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.5
    Based on 7 answers
    As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.
    Vinicius Leite | TrustRadius Reviewer

    Return on Investment

    3CX

    • 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 CXone (formerly NICE inContact)

    • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
    • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
    • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.
    Gordon Ng | TrustRadius Reviewer

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