What users are saying about
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119 Ratings
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Top Rated
341 Ratings

8x8 Contact Center

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119 Ratings
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Score 7.8 out of 100

NICE inContact CXone

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Top Rated
341 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center is perfect for call center management and tracking. Being able to search for calls that were taken as well as quality reviewing. The flexibility of needing to change a queue or make instant adjustments as needed. The reporting is very easy and it can be downloaded into excel for sharing and analyzing.
Kelly Disera | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone is good for a team doing any sort of calling. It makes calling, managing calls, holding, transferring, conferencing, scheduling, organizing, and things of that nature very easy, thus making the process of work very seamless and easy.It also helps with scheduling, and communication between team membersIt wouldn't be well suited for teams who don't do calling, although some features would be helpful if calling is not being done.
Anthony Castellanos | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Contact Center
7.5
NICE inContact CXone
8.1
Agent dashboard
8x8 Contact Center
7.7
NICE inContact CXone
8.3
Validate callers
8x8 Contact Center
8.1
NICE inContact CXone
8.3
Outbound response
8x8 Contact Center
7.6
NICE inContact CXone
8.2
Call forwarding
8x8 Contact Center
8.3
NICE inContact CXone
8.3
Click-to-call (CTC)
8x8 Contact Center
7.1
NICE inContact CXone
8.5
Warm transfer
8x8 Contact Center
8.2
NICE inContact CXone
8.5
Predictive dialing
8x8 Contact Center
7.1
NICE inContact CXone
7.5
Interactive voice response
8x8 Contact Center
8.4
NICE inContact CXone
8.0
REST APIs
8x8 Contact Center
5.8
NICE inContact CXone
7.8
Call scripts
8x8 Contact Center
8.2
NICE inContact CXone
8.0
Call tracking
8x8 Contact Center
7.8
NICE inContact CXone
8.3
Multichannel integration
8x8 Contact Center
6.7
NICE inContact CXone
7.9
CRM software integration
8x8 Contact Center
6.1
NICE inContact CXone
7.9

Workforce Optimization (WFO)

8x8 Contact Center
8.1
NICE inContact CXone
8.3
Inbound call routing
8x8 Contact Center
8.5
NICE inContact CXone
8.5
Omnichannel inbound routing
8x8 Contact Center
7.9
NICE inContact CXone
8.3
Recording
8x8 Contact Center
8.3
NICE inContact CXone
8.5
Quality management
8x8 Contact Center
7.7
NICE inContact CXone
8.5
Call analytics
8x8 Contact Center
8.1
NICE inContact CXone
8.4
Historical reporting
8x8 Contact Center
7.2
NICE inContact CXone
8.3
Live reporting
8x8 Contact Center
9.0
NICE inContact CXone
8.4
Customer surveys
8x8 Contact Center
7.9
NICE inContact CXone
7.9
Customer interaction analytics
8x8 Contact Center
NICE inContact CXone
8.0

Pros

8x8 Contact Center

  • Cleaner workspace with organization and efficiency at the forefront of our associates day.
  • Better reporting, making the process of coaching and developing agents easier task for our front line leadership team members.
  • Quality metrics have allowed for us to identify areas of concern when it comes to training, thus allowing us to proactively adjust our new hire training as well as our soft skill modules we use as part of our on-going training program.
Michael Furman | TrustRadius Reviewer

NICE inContact CXone

  • Through automation, we are able to effectively monitor trends and provide in depth information to our customers.
  • Efficiently manage inbound and outbound call queues.
  • Allows team members to monitor each others status so that we can coordinate breaks, lunches and meetings without overlap.
Anonymous | TrustRadius Reviewer

Cons

8x8 Contact Center

  • The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
  • Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.
Chris Nguyen | TrustRadius Reviewer

NICE inContact CXone

  • The auto reports it generates are really ugly and not so easy to digest. While the team can find what they need and there is little fluff, I think the auto generated reports can look nice like some of the other data available. Spreadsheets are boring and some color will add some excitement.
Richard Rowland | TrustRadius Reviewer

Likelihood to Renew

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.6
Based on 14 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Usability

8x8 Contact Center

8x8 Contact Center 8.0
Based on 16 answers
It works like a phone on your computer, on your desk phone with a lot more options on the desk phone. It has very high-quality voice and sound. It supports direct text and allows a lot of versatility in the application so you can take it with you anywhere you go and turn it off or on as your needs change.
Chris Bugg | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.5
Based on 268 answers
I give it this rating because just a baseline 5/10 would be call routing to customers in a timely manner out of the box. When you add to the baseline intelligent routing, great hold music, easy callback features, ability to overflow and reroute, seemingly transferring, and on and on, the extras should be 10/10. The reason it falters is just that the website crashes, or there's some maintenance from the provider too often.
Anonymous | TrustRadius Reviewer

Reliability and Availability

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.7
Based on 3 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

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 3 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

8x8 Contact Center

8x8 Contact Center 7.0
Based on 50 answers
The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
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

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 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

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

Alternatives Considered

8x8 Contact Center

8x8 came out on top in each of the 30 criteria on our evaluation scorecard except for the cost and length of storage of recording recordings. The other products offer free recording, while 8x8 charges $21 per user per month and only retains recordings for 10 days.
Jeffrey Bryan | 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

Scalability

8x8 Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 3 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Contact Center

  • The negative impact is that when a phone or other device stops working, we are simply out a phone and have to order a new one.
  • A negative impact is how short the phone warranty is.
  • A positive impact is the new "rent-a-phone" feature, which allows for a monthly rental rather than the full purchase of the phones.
Christina K | TrustRadius Reviewer

NICE inContact CXone

  • After the initial learning curve, we have found our agents are able handle calls more quickly and efficiently. The average time to answer is down and our wait times are down during peak times due to calls being handled better.
  • The ability of our managers to monitor the agents and supervisors through the app and dashboards has allowed them to spend more time focusing on other areas of their jobs. The visibility has allowed them to be more productive in other areas.
  • The issues we have had with managers and supervisors taking calls has led to negative customer experiences and frustrated employees.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
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

8x8 Contact Center
8.1
NICE inContact CXone
8.3

Likelihood to Renew

8x8 Contact Center
NICE inContact CXone
8.6

Usability

8x8 Contact Center
8.0
NICE inContact CXone
8.5

Reliability and Availability

8x8 Contact Center
NICE inContact CXone
7.7

Performance

8x8 Contact Center
NICE inContact CXone
9.0

Support Rating

8x8 Contact Center
7.0
NICE inContact CXone
7.5

In-Person Training

8x8 Contact Center
NICE inContact CXone
9.0

Online Training

8x8 Contact Center
NICE inContact CXone
9.0

Implementation Rating

8x8 Contact Center
NICE inContact CXone
8.2

Scalability

8x8 Contact Center
NICE inContact CXone
7.3

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