What users are saying about
Top Rated
19 Ratings
1 Ratings
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Score 8 out of 101
Top Rated
19 Ratings
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Score 8.2 out of 101

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Likelihood to Recommend

Acarda Outbound

I think that Acarda is a fantastic tool for any company that is perhaps not selling software, not offering technical support, has minimal technical needs internally, and wants a tool that just works well. We have had issues with support and dropped calls from other outbound and VOIP systems, Acarda was a really solid platform. I would imagine that the average Sales, Billing and Support Team of a small business or StartUp would find a lot to love here.
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NICE inContact CXone

Make sure to clearly understand how the sentiment works and how it is tuned.Understand how the discovery process works and how the triples are defined.Understand how to create categories that are pre-defined rather than being driven by the triples.Understand the pricing structure and how that compares to other vendors.Understand how the user interface is evolving and how it meets the needs of the people who will be using it.
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Feature Rating Comparison

Contact Center Software

Acarda Outbound
NICE inContact CXone
8.6
Agent dashboard
Acarda Outbound
NICE inContact CXone
9.0
Validate callers
Acarda Outbound
NICE inContact CXone
8.0
Outbound response
Acarda Outbound
NICE inContact CXone
7.0
Call forwarding
Acarda Outbound
NICE inContact CXone
8.0
Warm transfer
Acarda Outbound
NICE inContact CXone
8.0
Interactive voice response
Acarda Outbound
NICE inContact CXone
9.0
REST APIs
Acarda Outbound
NICE inContact CXone
9.0
Call scripts
Acarda Outbound
NICE inContact CXone
10.0
Call tracking
Acarda Outbound
NICE inContact CXone
10.0
CRM software integration
Acarda Outbound
NICE inContact CXone
8.0

Workforce Optimization (WFO)

Acarda Outbound
NICE inContact CXone
6.1
Inbound call routing
Acarda Outbound
NICE inContact CXone
9.0
Omnichannel inbound routing
Acarda Outbound
NICE inContact CXone
9.0
Recording
Acarda Outbound
NICE inContact CXone
1.0
Quality management
Acarda Outbound
NICE inContact CXone
1.0
Call analytics
Acarda Outbound
NICE inContact CXone
7.0
Historical reporting
Acarda Outbound
NICE inContact CXone
7.0
Live reporting
Acarda Outbound
NICE inContact CXone
6.0
Customer surveys
Acarda Outbound
NICE inContact CXone
9.0

Pros

  • Simple Setup.
  • Great Support Team.
  • Never dropped calls.
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  • Attensity is able to get very precise with sentiment and can be tuned, which is important.
  • The theme discovery is very helpful for getting detailed insights. The "triples" help with understanding relationships.
  • The pricing structure is reasonable and easier to understand than other vendors.
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Cons

  • Lacked the level of integrations we needed with other software.
  • That's it. It was great otherwise.
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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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Likelihood to Renew

No score
No answers yet
No answers on this topic
NICE inContact CXone5.7
Based on 8 answers
Our group decided not to work with Attensity.
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Usability

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Support

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Implementation

No score
No answers yet
No answers on this topic
NICE inContact CXone7.0
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.
Onavie Boyce profile photo

Alternatives Considered

I am not super familiar with the competitors because we moved away from this style of support soon after adopting Acarda, but I had no complaints while using it.
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Cosmo had zero support and growth flexibility
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Return on Investment

  • Easy to get started with.
  • Great workflow, especially for people starting in the industry.
  • Helped us meet our daily call goals.
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  • Positive return on investment due to ease of training and use by the customer service representatives.
  • Negative returns because missing audio and screens on our calls where our clients hold us accountable for the quality of calls and reliance with monetary means.
  • Pay per use ends up being a good deal for a growing company.
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Pricing Details

Acarda Outbound

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

NICE inContact CXone

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details