What users are saying about
14 Ratings
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Top Rated
757 Ratings
14 Ratings
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Score 7.6 out of 100

NICE CXone

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Top Rated
757 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

    Performance & Compatibility of Online Events Software

    10.0

    8x8 Express

    100%

    NICE CXone

    Feature Set Not Supported
    N/A
    8x8 Express ranks higher in 1/1 features

    High quality audio

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Cloud PBX

    10.0

    8x8 Express

    100%

    NICE CXone

    Feature Set Not Supported
    N/A
    8x8 Express ranks higher in 2/2 features

    Multi-level Interactive Voice Response (IVR)

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Directory of employee names

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Call Management

    10.0

    8x8 Express

    100%

    NICE CXone

    Feature Set Not Supported
    N/A
    8x8 Express ranks higher in 7/7 features

    Answering rules

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Call recording

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Call park

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Call screening

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Message alerts

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Business SMS/External Messaging

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Voicemail Transcription

    10.0
    100%
    1 Rating
    N/A
    0 Ratings

    Contact Center Software

    8x8 Express

    Feature Set Not Supported
    N/A
    8.6

    NICE CXone

    86%
    NICE CXone ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.7
    87%
    510 Ratings

    Validate callers

    N/A
    0 Ratings
    8.7
    87%
    435 Ratings

    Outbound response

    N/A
    0 Ratings
    8.5
    85%
    451 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.6
    86%
    408 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.8
    88%
    370 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.9
    89%
    483 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.3
    83%
    296 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.6
    86%
    341 Ratings

    REST APIs

    N/A
    0 Ratings
    8.2
    82%
    272 Ratings

    Call scripts

    N/A
    0 Ratings
    8.3
    83%
    287 Ratings

    Call tracking

    N/A
    0 Ratings
    8.6
    86%
    463 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.6
    86%
    328 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.6
    86%
    332 Ratings

    Workforce Optimization (WFO)

    8x8 Express

    Feature Set Not Supported
    N/A
    8.7

    NICE CXone

    87%
    NICE CXone ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.7
    87%
    467 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.7
    87%
    338 Ratings

    Recording

    N/A
    0 Ratings
    8.8
    88%
    450 Ratings

    Quality management

    N/A
    0 Ratings
    8.7
    87%
    437 Ratings

    Call analytics

    N/A
    0 Ratings
    8.8
    88%
    443 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.6
    86%
    434 Ratings

    Live reporting

    N/A
    0 Ratings
    8.6
    86%
    420 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.7
    87%
    273 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.6
    86%
    287 Ratings

    Attribute Ratings

    • 8x8 Express is rated higher in 1 area: Likelihood to Recommend
    • NICE CXone is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    10.0

    8x8 Express

    100%
    2 Ratings
    8.6

    NICE CXone

    86%
    546 Ratings

    Likelihood to Renew

    8x8 Express

    N/A
    0 Ratings
    4.9

    NICE CXone

    49%
    21 Ratings

    Usability

    8x8 Express

    N/A
    0 Ratings
    8.9

    NICE CXone

    89%
    532 Ratings

    Availability

    8x8 Express

    N/A
    0 Ratings
    4.6

    NICE CXone

    46%
    7 Ratings

    Performance

    8x8 Express

    N/A
    0 Ratings
    8.3

    NICE CXone

    83%
    7 Ratings

    Support Rating

    5.5

    8x8 Express

    55%
    1 Rating
    10.0

    NICE CXone

    100%
    7 Ratings

    In-Person Training

    8x8 Express

    N/A
    0 Ratings
    5.5

    NICE CXone

    55%
    4 Ratings

    Online Training

    8x8 Express

    N/A
    0 Ratings
    7.7

    NICE CXone

    77%
    5 Ratings

    Implementation Rating

    8x8 Express

    N/A
    0 Ratings
    8.0

    NICE CXone

    80%
    9 Ratings

    Configurability

    8x8 Express

    N/A
    0 Ratings
    7.8

    NICE CXone

    78%
    4 Ratings

    Ease of integration

    8x8 Express

    N/A
    0 Ratings
    8.3

    NICE CXone

    83%
    4 Ratings

    Product Scalability

    8x8 Express

    N/A
    0 Ratings
    6.4

    NICE CXone

    64%
    7 Ratings

    Vendor post-sale

    8x8 Express

    N/A
    0 Ratings
    4.9

    NICE CXone

    49%
    5 Ratings

    Vendor pre-sale

    8x8 Express

    N/A
    0 Ratings
    4.9

    NICE CXone

    49%
    5 Ratings

    Likelihood to Recommend

    8x8, Inc.

    Business telephone/voicemail services. This has enabled us to no longer need a receptionist, the system handles it all for us. We have been able to route callers easily to the party they need to speak with. This includes virtual mailboxes and auto forwarding which were very useful during the pandemic. Working remotely was seamless with the help of 8x8 Express. We were able to forward calls to our cell phones easily. We can write out a greeting message and they will record it and it sounds great. It's easy to update on an as-needed basis.
    Read full review

    NICE

    It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.
    Read full review

    Pros

    8x8, Inc.

    • Being able to forward calls to my cell phone when I am out of office.
    • So much functionality. So many options.
    • One set price instead of a bunch of add-on fees.
    Read full review

    NICE

    • 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.
    Read full review

    Cons

    8x8, Inc.

    • None, so easy for us to use
    • Very responsive the one time we had a billing issue
    Read full review

    NICE

    • 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.
    Read full review

    Pricing Details

    8x8 Express

    Starting Price

    $0

    Editions & Modules

    8x8 Express editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      NICE CXone

      Starting Price

      Editions & Modules

      NICE CXone editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Pricing Info

        Likelihood to Renew

        8x8, Inc.

        No answers on this topic

        NICE

        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.
        Read full review

        Usability

        8x8, Inc.

        No answers on this topic

        NICE

        Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
        Read full review

        Reliability and Availability

        8x8, Inc.

        No answers on this topic

        NICE

        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
        Read full review

        Performance

        8x8, Inc.

        No answers on this topic

        NICE

        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.
        Read full review

        Support Rating

        8x8, Inc.

        If you get less than 4 phones you fall into the online only customer service. There were a couple of times that I could have used more assistance but figuring it out online was a bit of a hassle.
        Read full review

        NICE

        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.
        Read full review

        In-Person Training

        8x8, Inc.

        No answers on this topic

        NICE

        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.
        Read full review

        Online Training

        8x8, Inc.

        No answers on this topic

        NICE

        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.
        Read full review

        Implementation Rating

        8x8, Inc.

        No answers on this topic

        NICE

        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.
        Read full review

        Alternatives Considered

        8x8, Inc.

        I love 8x8. Having not used Polycom phones before, the hardest part was learning how to set up and use the actual phones. 8x8 makes it a seamless transition from using other service providers. Their customer service is excellent although if you get their cheapest plan you will only get online assistance.
        Read full review

        NICE

        Interactive Intelligence Cisco 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.
        Read full review

        Scalability

        8x8, Inc.

        No answers on this topic

        NICE

        I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
        Read full review

        Return on Investment

        8x8, Inc.

        • Positive impact - pricing is right, service is easy to use.
        • Especially during the pandemic, clients who would normally just pop by the office had to call in. 8x8 Express made that so easy as we could transfer calls to our cell phones, but also received emails when a voicemail was left with an audio recording of the message. We didn't miss a beat!
        • We use some contractors that are not even in the same state as us, but our clients wouldn't know it as autoforwarding calls is super simple and seamless
        Read full review

        NICE

        • We were able to close deals and sales to clients more effectively!
        • It is much easier for us to reach the client even if it's an International number.
        • Nice CXone has helped us a lot to communicate better with our clients.
        Read full review

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