8x8 Contact Center vs NICE inContact CXone | TrustRadius

What users are saying about

Score 7.5 out of 10

Based on 17 reviews and ratings

Score 7.7 out of 10

Based on 26 reviews and ratings

Feature Rating Comparison

8x8 Contact Center

7.8

NICE inContact CXone

8.3

Agent dashboard

7.5

8.7

Validate callers

7.6

7.7

Outbound response

7.7

7.3

Call forwarding

7.6

9.0

Click-to-call (CTC)

7.7

7.0

Warm transfer

7.6

9.0

Predictive dialing

7.0

6.5

Interactive voice response

7.1

9.5

REST APIs

8.2

9.5

Call scripts

7.2

8.5

Call tracking

8.5

9.3

Multichannel integration

9.1

7.5

CRM software integration

8.5

9.0

8x8 Contact Center

7.9

NICE inContact CXone

7.6

Inbound call routing

8.5

9.0

Omnichannel inbound routing

7.7

8.3

Recording

8.2

6.4

Quality management

8.5

6.1

Call analytics

7.8

7.7

Historical reporting

7.8

7.7

Live reporting

9.0

7.0

Customer surveys

5.5

9.0

Customer interaction analytics

—

7.5

Pros

Scalability of Services
Reliability
Technical Support

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Verified User

Engineer in Information Technology

Human Resources Company, 10,001+ employees

View all 7 answers on this topic

Efficient call distribution based on multiple criteria like language, skills and issue type.
Call priority based on issue severity and user type.
Scales really well with zero downtime.
Simple and fast adoption which requires less than a day to setup.
A fully rounded enterprise CRM.
Great product documentation and vendor support.

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Bhargav Nanekalva

Senior PHP Full Stack Developer

CloudSEKInternet, 51-200 employees

View all 13 answers on this topic

Cons

IVR Script Editing Across multiple Tenants

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Verified User

Engineer in Information Technology

Human Resources Company, 10,001+ employees

View all 7 answers on this topic

Filtering out bad data.
Response time from customer support.
Lack of account management and concern.

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Verified User

Manager in Marketing

Telecommunications Company, 501-1000 employees

View all 13 answers on this topic

Likelihood to Renew

No score

No answers yet

No answers on this topic

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NICE inContact CXone 5.7

Based on 8 answers

The general need we have is being satisfied by the product. The effort to build new solutions was larger than desired.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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Usability

8x8 Contact Center 8.2

Based on 1 answer

We have no issues.

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SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

View all 1 answers on this topic

NICE inContact CXone 7.0

Based on 1 answer

For the average user - it does what it says it will.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 1 answers on this topic

Support

8x8 Contact Center 2.7

Based on 1 answer

They're slow to react -- sometimes we cannot get people to help with system failure.

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SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

View all 1 answers on this topic

NICE inContact CXone 7.0

Based on 1 answer

They are responsive and helpful.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 1 answers on this topic

Implementation

No score

No answers yet

No answers on this topic

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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.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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Alternatives Considered

8x8 is much better than our previous vendor.

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SR VP

TOWN FAIR TIRERetail, 1001-5000 employees

View all 7 answers on this topic

We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 13 answers on this topic

Return on Investment

In 2008 8x8 was implemented as a Quick Fix to a Telephony / Call Center Solution, 8x8-VO/VCC Provided a Positive ROI because of the following reasons
Implementation turn around
Cost effective
Met all requirements
Today 2019 we are using it across 4 Business Lines which includes 10 VO Auto Attendants and 15 VCC Call Center IVRs

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Verified User

Engineer in Information Technology

Human Resources Company, 10,001+ employees

View all 7 answers on this topic

Allowed for quick growth and expansion

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Verified User

Manager in Customer Service

Hospital & Health Care Company, 501-1000 employees

View all 13 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

8x8 Contact Center

NICE inContact CXone

8x8 Contact Center

NICE inContact CXone

8x8 Contact Center

NICE inContact CXone

8x8 Contact Center

NICE inContact CXone

8x8 Contact Center

NICE inContact CXone

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