<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
493 Ratings
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.3 out of 100

NICE CXone (formerly NICE inContact)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
493 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

AT&T Workforce Manager

AT&T Workforce Manager would be an exceptional product if it had enhanced capabilities such as electronic signatures and a customer database. The tracking features really helped out our office with payroll and dispatching.
Tammy Gutierrez | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

The NICE CXone platform is perfect for call centers as it makes it easy for phone agent to receive calls. It also makes it easy for them for transfer calls and find appropriate resources for patients. For example, a public call for ambulance or patient transfer to hospitals. Phone agents can locate the correct phone number by choosing from the list in the address book. Another example, a public call which requires translation. Phone agents can transfer calls with one click to the translator or have a three way communication.
Gordon Ng | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.3
Validate callers
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.3
Outbound response
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.3
Click-to-call (CTC)
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
7.5
Interactive voice response
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.0
REST APIs
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
7.8
Call scripts
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.0
Call tracking
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.3
Recording
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.5
Quality management
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.5
Call analytics
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.3
Live reporting
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.0

Pros

AT&T Workforce Manager

  • Wireless Forms gives users the ability to digitize any paper form. You can include text, number, camera, audio, and bar codes, among other fields.
  • Intelligent tracking provides a location any time a user is moving or performs any action.
  • Robust reporting provides actionable data that organizations can use to make strategic decisions regarding their fleet and workforce.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • One stop shop for all call center functionality.
  • The platform is only limited by your own imagination and skill, but NICE CXone has many partners to help develop ideas and solutions.
  • Very reliable and stable platform.
  • Good support model (much improved since we started with InContact 4 years ago).
Martin Lara | TrustRadius Reviewer

Cons

AT&T Workforce Manager

  • It would not integrate with our business forms.
  • No contact data base
  • No inventory tracking
Tammy Gutierrez | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • I wish the playback feature for listening to past calls could be expanded to three weeks instead of just two weeks.
  • Sometime when the MAX window is minimized, or it's behind another web browser window, the phone doesn't ring. We've had several agents report that the call pop-up didn't appear, and their availability code automatically went to "Refused." It took a while for me to notice this pattern. Because we're all remote and don't see folks at their computers, sometimes we'd see folks on "Refuse" for over thirty minutes because they didn't know that MAX refused calls when it's tucked behind another window. This can have serious consequences on employee's performance reviews as it appears they are not at their computer.
  • There are days when I launch Supervisor, click on the green button to listen to calls, and when I select an employee to listen to, I can't connect to the call. The Supervisor function sometimes asks me to connect to a phone, but asks for a code; however, it doesn't always do that.
  • When Max freezes and won't run, it's hard to submit a feedback form. I wish there was a way to submit the feedback form about tech issues from the call history report since we know exactly which call had a tech issue.
Karla Marquez | TrustRadius Reviewer

Likelihood to Renew

AT&T Workforce Manager

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Usability

AT&T Workforce Manager

AT&T Workforce Manager 5.0
Based on 1 answer
AT&T Workforce Manager is pretty to look at, but it performs at a lower level than others of its category.
Tammy Gutierrez | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 334 answers
I give it a nine thanks to my great experience making calls through NICE CXone, I still haven't had the opportunity to use all the tools provided by the platform, but as soon as I get to it, I hope to be able to give it a 10, as I have nothing to complain about the tool.
Douglas Silva | TrustRadius Reviewer

Reliability and Availability

AT&T Workforce Manager

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

AT&T Workforce Manager

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
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

AT&T Workforce Manager

AT&T Workforce Manager 9.6
Based on 3 answers
The customer experience/service department and technical support teams work through any situations that arise. They are responsive and provide excellent service.
Anonymous | 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

AT&T Workforce Manager

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.0
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

AT&T Workforce Manager

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

AT&T Workforce Manager

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

Alternatives Considered

AT&T Workforce Manager

AT&T Workforce Manager and Corrigo Field Service Mananger (FSM) have a lot of similar qualities. However, we decided to switch to Corrigo FSM because we were able to get electronic signatures and import our customer database. I liked the ease of movement within AT&T Workforce Manager better than that of Corrigo FSM. AT&T Workforce Manager is more aesthetically pleasing and easier to navigate.
Tammy Gutierrez | 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

AT&T Workforce Manager

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

AT&T Workforce Manager

  • With AT&T Workforce Manager I've helped government and private organizations save money by identifying idle time in fleets, reducing data collection time in the field, and cutting on employees padding their timesheets.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • We have received a lot of soft dollars because of easy customer assistance.
  • Because we can route intelligently and answer calls quickly it GREATLY reduces calls and AHT, therefore saving hours and hours of money in wages.
  • The provider failing, or the website having glitches is too frequent which hurts reputation of our call center.
Anonymous | TrustRadius Reviewer

Screenshots

AT&T Workforce Manager

Pricing Details

AT&T Workforce Manager

General

Free Trial
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

AT&T Workforce Manager
7.2
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.6

Usability

AT&T Workforce Manager
5.0
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
7.2

Performance

AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.0

Support Rating

AT&T Workforce Manager
9.6
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
7.0

Online Training

AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
8.2

Scalability

AT&T Workforce Manager
NICE CXone (formerly NICE inContact)
6.7

Add comparison