<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
751 Ratings

8x8 Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.7 out of 100

NICE CXone (formerly NICE inContact)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
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

  • NICE CXone (formerly NICE inContact) ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

8x8 Contact Center

74%
8.3

NICE CXone (formerly NICE inContact)

83%
NICE CXone (formerly NICE inContact) ranks higher in 12/13 features

Agent dashboard

8.0
80%
69 Ratings
8.4
84%
507 Ratings

Validate callers

7.0
70%
62 Ratings
8.5
85%
432 Ratings

Outbound response

8.3
83%
59 Ratings
8.3
83%
448 Ratings

Call forwarding

7.8
78%
77 Ratings
8.5
85%
405 Ratings

Click-to-call (CTC)

6.6
66%
41 Ratings
8.7
87%
367 Ratings

Warm transfer

8.3
83%
71 Ratings
8.6
86%
480 Ratings

Predictive dialing

6.6
66%
28 Ratings
7.8
78%
294 Ratings

Interactive voice response

7.6
76%
41 Ratings
8.2
82%
338 Ratings

REST APIs

7.2
72%
25 Ratings
8.0
80%
270 Ratings

Call scripts

7.6
76%
40 Ratings
8.1
81%
285 Ratings

Call tracking

6.9
69%
67 Ratings
8.4
84%
460 Ratings

Multichannel integration

8.4
84%
37 Ratings
8.2
82%
325 Ratings

CRM software integration

6.2
62%
36 Ratings
8.2
82%
329 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
8.4

NICE CXone (formerly NICE inContact)

84%
NICE CXone (formerly NICE inContact) ranks higher in 6/9 features

Inbound call routing

8.6
86%
64 Ratings
8.5
85%
465 Ratings

Omnichannel inbound routing

9.1
91%
32 Ratings
8.4
84%
336 Ratings

Recording

8.1
81%
62 Ratings
8.6
86%
448 Ratings

Quality management

7.3
73%
60 Ratings
8.6
86%
435 Ratings

Call analytics

7.8
78%
63 Ratings
8.5
85%
441 Ratings

Historical reporting

8.2
82%
57 Ratings
8.4
84%
433 Ratings

Live reporting

9.0
90%
1 Rating
8.5
85%
418 Ratings

Customer surveys

7.6
76%
27 Ratings
8.2
82%
271 Ratings

Customer interaction analytics

N/A
0 Ratings
8.3
83%
284 Ratings

Attribute Ratings

  • 8x8 Contact Center is rated higher in 2 areas: Likelihood to Renew, Implementation Rating
  • NICE CXone (formerly NICE inContact) is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

7.9

8x8 Contact Center

79%
84 Ratings
8.4

NICE CXone (formerly NICE inContact)

84%
543 Ratings

Likelihood to Renew

9.1

8x8 Contact Center

91%
1 Rating
6.9

NICE CXone (formerly NICE inContact)

69%
21 Ratings

Usability

8.1

8x8 Contact Center

81%
16 Ratings
8.6

NICE CXone (formerly NICE inContact)

86%
529 Ratings

Availability

8x8 Contact Center

N/A
0 Ratings
5.7

NICE CXone (formerly NICE inContact)

57%
7 Ratings

Performance

8x8 Contact Center

N/A
0 Ratings
8.2

NICE CXone (formerly NICE inContact)

82%
7 Ratings

Support Rating

6.4

8x8 Contact Center

64%
73 Ratings
7.4

NICE CXone (formerly NICE inContact)

74%
6 Ratings

In-Person Training

8x8 Contact Center

N/A
0 Ratings
6.1

NICE CXone (formerly NICE inContact)

61%
4 Ratings

Online Training

8x8 Contact Center

N/A
0 Ratings
7.9

NICE CXone (formerly NICE inContact)

79%
5 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
1 Rating
8.1

NICE CXone (formerly NICE inContact)

81%
9 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating

NICE CXone (formerly NICE inContact)

N/A
0 Ratings

Product Scalability

8x8 Contact Center

N/A
0 Ratings
6.5

NICE CXone (formerly NICE inContact)

65%
7 Ratings

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Amye Roberson | 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

8x8 Contact Center

  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Gary Savage | 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

8x8 Contact Center

  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Anonymous | 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

8x8 Contact Center

General

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

Starting Price

NICE CXone (formerly NICE inContact)

General

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

Starting Price

Likelihood to Renew

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
No answer on this topic is available.

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

8x8 Contact Center

8x8 Contact Center 8.1
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Kelly Disera | TrustRadius Reviewer

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

8x8 Contact Center

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

8x8 Contact Center

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

8x8 Contact Center

8x8 Contact Center 6.4
Based on 73 answers
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Chris Nguyen | 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

8x8 Contact Center

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

8x8 Contact Center

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

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

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

8x8 Contact Center

Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Chris Bugg | 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

Contract Terms and Pricing Model

8x8 Contact Center

8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
Keith Simpson | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

No score
No answers yet
No answers on this topic

Scalability

8x8 Contact Center

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

8x8 Contact Center

  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Michael Furman | 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

Screenshots

Add comparison