What users are saying about
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Top Rated
83 Ratings
107 Ratings
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Score 8 out of 100

NICE inContact CXone

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Top Rated
83 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Avaya IX Contact Center

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

NICE inContact CXone

Well suited if you take different type of calls & have a big team. You can, via the IVR options, split the calls & then can decide in Central who in your team will be receiving which calls. It is really good once you are familiar with Studio as you can update your options yourself without calling professional services. You can be reactive & proactive depending on your needs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya IX Contact Center
8.6
NICE inContact CXone
8.2
Agent dashboard
Avaya IX Contact Center
8.7
NICE inContact CXone
8.3
Validate callers
Avaya IX Contact Center
8.7
NICE inContact CXone
8.2
Outbound response
Avaya IX Contact Center
8.5
NICE inContact CXone
7.1
Call forwarding
Avaya IX Contact Center
9.2
NICE inContact CXone
8.1
Click-to-call (CTC)
Avaya IX Contact Center
9.1
NICE inContact CXone
7.1
Warm transfer
Avaya IX Contact Center
8.6
NICE inContact CXone
8.2
Predictive dialing
Avaya IX Contact Center
8.2
NICE inContact CXone
7.9
Interactive voice response
Avaya IX Contact Center
8.1
NICE inContact CXone
8.5
REST APIs
Avaya IX Contact Center
8.2
NICE inContact CXone
8.6
Call scripts
Avaya IX Contact Center
8.5
NICE inContact CXone
8.5
Call tracking
Avaya IX Contact Center
9.0
NICE inContact CXone
8.7
Multichannel integration
Avaya IX Contact Center
8.9
NICE inContact CXone
8.4
CRM software integration
Avaya IX Contact Center
8.1
NICE inContact CXone
8.6

Workforce Optimization (WFO)

Avaya IX Contact Center
8.8
NICE inContact CXone
8.4
Inbound call routing
Avaya IX Contact Center
9.1
NICE inContact CXone
9.1
Omnichannel inbound routing
Avaya IX Contact Center
9.0
NICE inContact CXone
8.6
Recording
Avaya IX Contact Center
9.0
NICE inContact CXone
8.2
Quality management
Avaya IX Contact Center
8.8
NICE inContact CXone
8.1
Call analytics
Avaya IX Contact Center
8.6
NICE inContact CXone
8.3
Historical reporting
Avaya IX Contact Center
9.0
NICE inContact CXone
8.1
Live reporting
Avaya IX Contact Center
8.7
NICE inContact CXone
7.6
Customer surveys
Avaya IX Contact Center
8.4
NICE inContact CXone
8.8
Customer interaction analytics
Avaya IX Contact Center
8.7
NICE inContact CXone
8.5

Pros

Avaya IX Contact Center

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

NICE inContact CXone

  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.
Hans Hong | TrustRadius Reviewer

Cons

Avaya IX Contact Center

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

NICE inContact CXone

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Avaya IX Contact Center

Avaya IX Contact Center 8.2
Based on 12 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract
Anonymous | TrustRadius Reviewer

Usability

Avaya IX Contact Center

Avaya IX Contact Center 8.2
Based on 5 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.4
Based on 52 answers
Usability varies depending on the user. For our calling agents, the usability is very straightforward after some light training and gets easier to use and understand over time. The Admin tools are less user friendly, but with anything you use everyday, it becomes easier to understand the more you use it.
Anonymous | TrustRadius Reviewer

Support Rating

Avaya IX Contact Center

Avaya IX Contact Center 8.0
Based on 5 answers
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Uchenna Ezumezuh | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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

Implementation Rating

Avaya IX Contact Center

Avaya IX Contact Center 9.1
Based on 4 answers
No answer on this topic is available.

NICE inContact CXone

NICE inContact CXone 7.0
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 | TrustRadius Reviewer

Alternatives Considered

Avaya IX Contact Center

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

NICE inContact CXone

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

Return on Investment

Avaya IX Contact Center

  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • Positive impact in regards to ACD.
  • Negative is the complexity and age of some of the technologies.
  • QM uses XBAP and Internet Explorer, and the reliance on customers allowing a potentially insecure language that has not been updated in 10 years onto their network.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Avaya IX Contact Center

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

Avaya IX Contact Center
8.4
NICE inContact CXone
8.5

Likelihood to Renew

Avaya IX Contact Center
8.2
NICE inContact CXone
5.7

Usability

Avaya IX Contact Center
8.2
NICE inContact CXone
8.4

Reliability and Availability

Avaya IX Contact Center
7.0
NICE inContact CXone

Performance

Avaya IX Contact Center
10.0
NICE inContact CXone

Support Rating

Avaya IX Contact Center
8.0
NICE inContact CXone
7.5

Implementation Rating

Avaya IX Contact Center
9.1
NICE inContact CXone
7.0

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