What users are saying about
8 Ratings
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Top Rated
276 Ratings
8 Ratings
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Score 7.3 out of 100

NICE inContact CXone

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
276 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Likelihood to Recommend

8x8 Express

For the price, having all of these features is amazing. If you have separate divisions and want to not have a ton of crossover with calls this is a great setup. It isn’t a great setup if you need only one phone since it doesn’t make sense since you won’t use most of the features.
Luke Sullivan | TrustRadius Reviewer

NICE inContact CXone

  • InContact has the most reliable and steady connection i've seen. It's been a good minute since the last time we had downtime. Even when we did, the support team was very helpful and very responsive.
  • InContact's closing hours override are very simple to utilize and to apply. This is not an often issue we have encountered but due to weather, we have had to shut down the call center and it was very simple and fast.
  • During our very high call volume season, we were unable to mass skill representatives to take care of specific queues because the option is just not available.
EDDER OROZCO | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Express
NICE inContact CXone
8.1
Agent dashboard
8x8 Express
NICE inContact CXone
8.0
Validate callers
8x8 Express
NICE inContact CXone
8.4
Outbound response
8x8 Express
NICE inContact CXone
7.3
Call forwarding
8x8 Express
NICE inContact CXone
8.2
Click-to-call (CTC)
8x8 Express
NICE inContact CXone
7.7
Warm transfer
8x8 Express
NICE inContact CXone
8.2
Predictive dialing
8x8 Express
NICE inContact CXone
7.5
Interactive voice response
8x8 Express
NICE inContact CXone
8.5
REST APIs
8x8 Express
NICE inContact CXone
8.3
Call scripts
8x8 Express
NICE inContact CXone
8.6
Call tracking
8x8 Express
NICE inContact CXone
8.7
Multichannel integration
8x8 Express
NICE inContact CXone
8.5
CRM software integration
8x8 Express
NICE inContact CXone
8.1

Workforce Optimization (WFO)

8x8 Express
NICE inContact CXone
8.4
Inbound call routing
8x8 Express
NICE inContact CXone
9.0
Omnichannel inbound routing
8x8 Express
NICE inContact CXone
8.5
Recording
8x8 Express
NICE inContact CXone
8.3
Quality management
8x8 Express
NICE inContact CXone
8.0
Call analytics
8x8 Express
NICE inContact CXone
8.5
Historical reporting
8x8 Express
NICE inContact CXone
8.4
Live reporting
8x8 Express
NICE inContact CXone
7.6
Customer surveys
8x8 Express
NICE inContact CXone
8.8
Customer interaction analytics
8x8 Express
NICE inContact CXone
8.4

Pros

8x8 Express

  • 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.
Luke Sullivan | TrustRadius Reviewer

NICE inContact CXone

  • I feel the system's layout are easy to understand. I feel this is a strength because it cuts down on training time.
  • I like having a quick, nicely organized view for stats that allows me to quickly see how an employee is doing throughout the day or week.
  • Being able to integrate NICE into other systems, or with other apps, allows for the flexibility we need.
Dustin Auman | TrustRadius Reviewer

Cons

8x8 Express

  • Setup is a pain.
  • Transferring numbers take a long time.
Luke Sullivan | TrustRadius Reviewer

NICE inContact CXone

  • The MAX or APPS button will sometimes go missing in certain browsers.
  • Saving personal or custom configurations should have an easier GUI.
  • Rules built for MAX Should be able to have more refined times. Example Setting disposition automatically after call, and it timing out at 5 min. This can be frustrating when it times out as it will drop your activity and start a new one, even if busy and in an escalation situation.
Jordan Fiander | TrustRadius Reviewer

Likelihood to Renew

8x8 Express

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.0
Based on 12 answers
The general need we have is being satisfied by the product. The effort to build new solutions was larger than desired.
Onavie Boyce | TrustRadius Reviewer

Usability

8x8 Express

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.3
Based on 221 answers
The NICE inContact CXone platform has a strong omni channel functionality along with a robust offering of features outside basic ACD and outbound dialing including but not limited to, speech analytics, workforce management, quality assurance and gamification. As mentioned previously the platform is very API friendly and has been able to integrate with every databased or application needed with our organization. You can tell that the platform is well developed by its plentiful features and how they seamlessly integrate and communicate with one another.
Marvin Leininger | TrustRadius Reviewer

Support Rating

8x8 Express

8x8 Express 5.5
Based on 1 answer
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.
Luke Sullivan | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.3
Based on 4 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 Express

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 1 answer
Nice trainer from NIC
Somveer Singh | TrustRadius Reviewer

Online Training

8x8 Express

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 1 answer
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

8x8 Express

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.5
Based on 4 answers
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Alternatives Considered

8x8 Express

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.
Luke Sullivan | TrustRadius Reviewer

NICE inContact CXone

While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later than expected for not at all. Reports are run and exported in exponentially quicker times in inContact.
Kevin Lintner | TrustRadius Reviewer

Return on Investment

8x8 Express

  • We are still learning all the nuances but we miss much fewer calls.
  • Transitioning calls to the appropriate person is much easier.
  • Ease of use.
Luke Sullivan | TrustRadius Reviewer

NICE inContact CXone

  • Positive: it's allowed us to give feedback to our agents and vendors through the data we are able to track in the reporting feature, so it helps us be accountable and hold agents accountable, really helping drive our goals.
  • Positive: when there is an issue or outage that affects our area, they are in constant contact with us so we are still able to fulfill our daily business needs.
Louena Tauteoli | TrustRadius Reviewer

Screenshots

Pricing Details

8x8 Express

General

Free Trial
Yes
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 Express
9.1
NICE inContact CXone
8.0

Likelihood to Renew

8x8 Express
NICE inContact CXone
8.0

Usability

8x8 Express
NICE inContact CXone
8.3

Reliability and Availability

8x8 Express
NICE inContact CXone
7.0

Performance

8x8 Express
NICE inContact CXone
8.2

Support Rating

8x8 Express
5.5
NICE inContact CXone
7.3

In-Person Training

8x8 Express
NICE inContact CXone
7.3

Online Training

8x8 Express
NICE inContact CXone
7.3

Implementation Rating

8x8 Express
NICE inContact CXone
8.5

Scalability

8x8 Express
NICE inContact CXone
6.7

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