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Top Rated
278 Ratings
101 Ratings
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Score 6.5 out of 100

NICE inContact CXone

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Top Rated
278 Ratings
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Score 8 out of 100

Likelihood to Recommend

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Silverpop is a powerful and comprehensive tool for digital marketers, and is apprprioate for companies of varying sizes, as well as both B2B and B2C models. It's particularly well-suited for companies with large, accurate customer databases and the ability to track customer actions on their websites to use as marketing automation triggers.
Kristin Lucido | 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

Email & Online Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.1
NICE inContact CXone
WYSIWYG email editor
Acoustic Campaign (formerly IBM Watson Campaign Automation)
4.2
NICE inContact CXone
Dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE inContact CXone
Ability to test dynamic content
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
NICE inContact CXone
Landing pages
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.1
NICE inContact CXone
A/B testing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.2
NICE inContact CXone
Mobile optimization
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.4
NICE inContact CXone
Email deliverability reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE inContact CXone
List management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.2
NICE inContact CXone
Triggered drip sequences
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.2
NICE inContact CXone

Lead Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
NICE inContact CXone
Lead nurturing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.6
NICE inContact CXone
Lead scoring and grading
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.6
NICE inContact CXone
Data quality management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.8
NICE inContact CXone
Automated sales alerts and tasks
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.5
NICE inContact CXone

Campaign Management

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
NICE inContact CXone
Calendaring
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.6
NICE inContact CXone
Event/webinar marketing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
NICE inContact CXone

Social Media Marketing

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
NICE inContact CXone
Social sharing and campaigns
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
NICE inContact CXone
Social profile integration
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.1
NICE inContact CXone

Reporting & Analytics

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5
NICE inContact CXone
Dashboards
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.3
NICE inContact CXone
Standard reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.7
NICE inContact CXone
Custom reports
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.6
NICE inContact CXone

Platform & Infrastructure

Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.3
NICE inContact CXone
API
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.5
NICE inContact CXone
Role-based workflow & approvals
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.0
NICE inContact CXone
Customizability
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
NICE inContact CXone
Integration with Salesforce.com
Acoustic Campaign (formerly IBM Watson Campaign Automation)
6.2
NICE inContact CXone
Integration with Microsoft Dynamics CRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.0
NICE inContact CXone
Integration with SugarCRM
Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE inContact CXone

Contact Center Software

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

Workforce Optimization (WFO)

Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
8.4
Inbound call routing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
9.0
Omnichannel inbound routing
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
8.5
Recording
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
8.3
Quality management
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
8.0
Call analytics
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
8.5
Historical reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
8.3
Live reporting
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
7.6
Customer surveys
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
8.8
Customer interaction analytics
Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
8.4

Pros

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • Automated Messages - we currently have over 70 automated messages going out on any particular day through feeds and API calls that we pass to Silverpop. We rely on these automated messages to communicate to our customers and can rely on Silverpop to always be up and running to get these messages out.
  • Robust query building - We can target customers easily based on a combination of demographic profile data, as well as email and site behavior and purchase behavior, allowing us to finely segment our audience
  • Deep dive reporting - the UI reporting, as well as the available reports to download through the API give us tremendous insight into how our subscribers are responding to email.
Carey Marston | 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

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • Data syncing and errors - Silverpop does not do a great job of getting data to sync regularly with our CRM (Salesforce.com). The data had to flow back and forth several times before being added to campaigns and in some instances, it took days to update leads! Also, failed lead syncs get stuck in an alert list but it does not notify you otherwise that a lead failed the sync.
  • Design issues - we use custom HTML to build emails and landing pages, and we were unable to render background images on our campaigns. Also, once you toggle between design and source (code) view to make edits, it often broke the code and threw off the design.
  • Administrator alerts - when sync fails altogether between systems, there is no email alert sent to the system admin (me/my team) so we at times have found that we have gone 18 hours until we stumble across the fact that the system sync has failed.
  • Reporting - it is not very comprehensive and we had difficulty generating the level of reporting that we need to have.
  • Support - there are a few gems in the support team who know what they're doing, but largely calling support is a lesson in frustration.
  • Product bug fixes - in two instances, my open support tickets were identified as product bugs. One related to incorrect cookie tracking which was causing our leads not to be scoring properly. They determined that this wasn't critical enough to build into their product fix road map. This is core to an automation system working properly.
Jennifer Lewis | 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

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 5.5
Based on 30 answers
SilverPop is a great marketing tool that integrates with Salesforce to provide customers and employees a great buying and selling experience. The software takes some very difficult tasks and makes them easy to accomplish. With proper setup and management, Silverpop gives you the tools to gain insight into the productiveness of campaigns.
Shannon Feldpush | TrustRadius Reviewer

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

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 8.0
Based on 6 answers
This is a little bit difficult to rate because Silverpop is gradually updating its interface to improve usability all around. I know users are able to do their job with minimal assistance. However, some of the interface is dated, and the Programs interface, while functional, has a bit of a learning curve.
Michael Hobley | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.3
Based on 223 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

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 10.0
Based on 2 answers
While several of the other reviews have mentioned poor performance in this department, we have only had one situation where the system was down (although it was down for several hours). Silverpop segments its clients on different servers, and I know that the problem we experienced only occurred on our specific server (maybe other servers have had their own problems?) but our service has been reliable otherwise.
Michael Hobley | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.0
Based on 3 answers
No answer on this topic is available.

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 7.0
Based on 2 answers
The throttle time for sending emails would vary depending on how many other campaigns were going out that day, which I found inconsistent
Anonymous | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.2
Based on 3 answers
No answer on this topic is available.

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 5.9
Based on 5 answers
The Salesforce Integration support team is fantastic. I'd give them greater than a 10 if possible. The rest of the support team can be extremely frustrating to work with. Too often they try to blame something obscure and refuse to escalate or look into the issue. And on occasion when you find system glitches they don't seem to care about fixing them
Joe Sisler | 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

Acoustic Campaign (formerly IBM Watson Campaign Automation)

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

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 9.0
Based on 2 answers
The online trainings are very detailed (for the most part) and really walk through the entire system. They are a little dry, but they are usually broken up into segments to allow you to skip to the parts you need.
Michael Hobley | TrustRadius Reviewer

NICE inContact CXone

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

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)

Acoustic Campaign (formerly IBM Watson Campaign Automation) 7.4
Based on 4 answers
Based on recommendations from Silverpop we made some implementation decisions that we later regretted pretty substantially. In hindsight we should have started a pilot implementation earlier so we could learn and then start over. The big issue for us was that Silverpop recommended a non-keyed database, or at least a database that doesn't use email address as primary key. This is resulted in a large number of duplicate email addresses so that the end user is forced to unsubscribe multiple times to stop receiving emails.
Anonymous | TrustRadius Reviewer

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

Acoustic Campaign (formerly IBM Watson Campaign Automation)

We evaluated alternate providers less than a year into our IBM Watson Campaign contract because the system was so clunky to use (and we wanted a system that would include or better integrate with our SMS provider). Bluecore and Klaviyo were the front runners at the time, and we came close to moving forward with Bluecore. The pricing model and overall the cost of Bluecore was much higher than IBM for us though, and the timing of this was right when the IBM to Acoustic changes took place. We decided to give Acoustic a shot and are optimistic it will be enough to keep us on board once all the dust settles, though I find it unlikely we will renew with Acoustic when our contract is up again. My main email specialist is a Klaviyo expert and finds that platform very easy to use in comparison-- it might be a better fit for a team of our size.
Anonymous | 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

Acoustic Campaign (formerly IBM Watson Campaign Automation)

  • we have not experienced any currently but moving to lead automation and lead scoring could change that.
  • i'm not sure how increased employee efficiency would ever be a benefit b/c lead importing and visibility, along with setting up email templates is quite cumbersome.
Maureen Kolb | 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

Acoustic Campaign (formerly IBM Watson Campaign Automation)

General

Free Trial
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

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.0
NICE inContact CXone
8.0

Likelihood to Renew

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.5
NICE inContact CXone
8.0

Usability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
8.0
NICE inContact CXone
8.3

Reliability and Availability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
10.0
NICE inContact CXone
7.0

Performance

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.0
NICE inContact CXone
8.2

Support Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
5.9
NICE inContact CXone
7.3

In-Person Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
7.3

Online Training

Acoustic Campaign (formerly IBM Watson Campaign Automation)
9.0
NICE inContact CXone
7.3

Implementation Rating

Acoustic Campaign (formerly IBM Watson Campaign Automation)
7.4
NICE inContact CXone
8.5

Scalability

Acoustic Campaign (formerly IBM Watson Campaign Automation)
NICE inContact CXone
6.7

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