What users are saying about
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Top Rated
177 Ratings
8x8 Contact Center
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Top Rated
177 Ratings
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Based on 177 reviews and ratings
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
Based on 751 reviews and ratings
- Feature Set Ratings
- Attribute Ratings
- Likelihood to Recommend
- Pros
- Cons
- Pricing Details
- Likelihood to Renew
- Usability
- Reliability and Availability
- Performance
- Support Rating
- In-Person Training
- Online Training
- Implementation Rating
- Alternatives Considered
- Contract Terms and Pricing Model
- Scalability
- Return on Investment
- Screenshots
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
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
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.
Director of Customer Experience
CingoConsumer Services, 51-200 employees
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.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesPros
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.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
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.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesNICE 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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesPricing 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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
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.

Verified User
Employee in Sales
Telecommunications Company, 201-500 employeesReliability 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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesPerformance
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesSupport 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.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesOnline 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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Implementation Rating
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Director of Customer Experience
CingoConsumer Services, 51-200 employees
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesContract 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.
VP Business Development
MSP NetworkTelecommunications, 1-10 employees
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees