11 Ratings
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Top Rated
638 Ratings
11 Ratings
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Score 7.5 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
638 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 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 CXone (formerly NICE inContact)

We get over 3,000 calls/month for a variety of Radiology scheduling requests, so we needed a scheduling system that had the scalability and optics to allow us to manage this giant beast. We had previously been relying only on people scheduling between their visits and between checking in visitors, so we had no dedicated team of schedulers or a software to support. We are only on our first month, but have seen amazing results thus far.
Jerry Newsom | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Express
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
8x8 Express
NICE CXone (formerly NICE inContact)
8.3
Validate callers
8x8 Express
NICE CXone (formerly NICE inContact)
8.3
Outbound response
8x8 Express
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
8x8 Express
NICE CXone (formerly NICE inContact)
8.4
Click-to-call (CTC)
8x8 Express
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
8x8 Express
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
8x8 Express
NICE CXone (formerly NICE inContact)
7.4
Interactive voice response
8x8 Express
NICE CXone (formerly NICE inContact)
8.0
REST APIs
8x8 Express
NICE CXone (formerly NICE inContact)
7.8
Call scripts
8x8 Express
NICE CXone (formerly NICE inContact)
8.0
Call tracking
8x8 Express
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
8x8 Express
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
8x8 Express
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

8x8 Express
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
8x8 Express
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
8x8 Express
NICE CXone (formerly NICE inContact)
8.2
Recording
8x8 Express
NICE CXone (formerly NICE inContact)
8.5
Quality management
8x8 Express
NICE CXone (formerly NICE inContact)
8.5
Call analytics
8x8 Express
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
8x8 Express
NICE CXone (formerly NICE inContact)
8.3
Live reporting
8x8 Express
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
8x8 Express
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
8x8 Express
NICE CXone (formerly NICE inContact)
8.0

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 CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

Cons

8x8 Express

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

NICE CXone (formerly NICE inContact)

  • When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
  • It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
  • When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
  • When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

8x8 Express

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 17 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 Express

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 381 answers
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
Edward Oberlton | TrustRadius Reviewer

Reliability and Availability

8x8 Express

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 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 Express

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.9
Based on 4 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 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 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 Express

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.9
Based on 3 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 Express

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
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 CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
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 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 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

Scalability

8x8 Express

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | 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 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

Pricing Details

8x8 Express

General

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

NICE CXone (formerly NICE inContact)

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 CXone (formerly NICE inContact)
8.3

Likelihood to Renew

8x8 Express
NICE CXone (formerly NICE inContact)
8.6

Usability

8x8 Express
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

8x8 Express
NICE CXone (formerly NICE inContact)
7.2

Performance

8x8 Express
NICE CXone (formerly NICE inContact)
7.9

Support Rating

8x8 Express
5.5
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

8x8 Express
NICE CXone (formerly NICE inContact)
6.9

Online Training

8x8 Express
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

8x8 Express
NICE CXone (formerly NICE inContact)
8.2

Scalability

8x8 Express
NICE CXone (formerly NICE inContact)
6.7

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