8x8 Contact Center vs NICE inContact CXone | TrustRadius

What users are saying about

Score 7.3 out of 10

Based on 52 reviews and ratings

Score 8.1 out of 10

Based on 47 reviews and ratings

Feature Rating Comparison

8x8 Contact Center

NICE inContact CXone

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

NICE inContact CXone

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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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.

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Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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Cons

It would be nice if things could be adjusted through phone codes rather than through just an online interface. Having to be logged in to do things can be an inconvenience at times.
Possibility of hearing the channel through audio before answering the call

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Audrey Easterday

Partner

Customer Help ServicesTelecommunications, 1-10 employees

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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.

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Verified User

Manager in Marketing

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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

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Verified User

Manager in Marketing

Telecommunications Company, 501-1000 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

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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.

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Chief Operating Officer

ACQ Holdings LLCFinancial Services, 11-50 employees

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Support Rating

8x8 Contact Center 5.5

Based on 24 answers

We've had to contact support a lot since the product is not easy to use. Some of the support specialists are better than others. Their support team really lacks in their knowledge of the 8x8 plug-in and how that works and interfaced with Salesforce. Your team does now know the limitations of the product.

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Melissa McCormack

Senior Manager Customer Experience

Constant TherapyHealth, Wellness and Fitness, 11-50 employees

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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.

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Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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

I have used such products as eWorkforce, Avaya and Blue Pumpkin. Those products when I was using them were operated on in-house servers and were covering larger groups.

8x8, as I have said, works very well in this environment. I prefer that we are not hosting the program but rather as using it. While there was a certain level of analytics and scheduling that could be utilized in the other products, I really don't have the need here. Our program, due to its nature is predictable enough to not need the full scheduling options.

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Verified User

Manager in Customer Service

Consumer Goods Company, 51-200 employees

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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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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Return on Investment

SLA Validation - we are able to provide analytics to support our SLA claim.
Uptime - we have not experienced an outage in the 3 years we have been using the software.
Playback - It is very easy to review previous calls for coaching and feedback for support staff.

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Verified User

Team Lead in Customer Service

Financial Services Company, 51-200 employees

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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.

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Verified User

Manager in Customer Service

Telecommunications Company, 51-200 employees

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Screenshots

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See All (10) NICE inContact CXone Screenshots

Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

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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