What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
158 Ratings
Avaya OneCloud CCaaS
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
158 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 158 reviews and ratings
NICE CXone
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
752 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 752 reviews and ratings
Feature Set Ratings
- Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
9.0
Avaya OneCloud CCaaS
90%
8.3
NICE CXone
83%
Avaya OneCloud CCaaS ranks higher in 13/13 features
Avaya OneCloud CCaaS ranks higher in 13/13 features
Agent dashboard
9.1
91%
25 Ratings
8.5
85%
507 Ratings
Validate callers
9.2
92%
24 Ratings
8.5
85%
432 Ratings
Outbound response
9.0
90%
24 Ratings
8.3
83%
448 Ratings
Call forwarding
9.3
93%
26 Ratings
8.5
85%
405 Ratings
Click-to-call (CTC)
8.8
88%
21 Ratings
8.7
87%
367 Ratings
Warm transfer
8.9
89%
25 Ratings
8.7
87%
480 Ratings
Predictive dialing
8.4
84%
21 Ratings
7.8
78%
294 Ratings
Interactive voice response
8.8
88%
21 Ratings
8.3
83%
338 Ratings
REST APIs
9.0
90%
20 Ratings
8.0
80%
270 Ratings
Call scripts
9.2
92%
22 Ratings
8.2
82%
286 Ratings
Call tracking
9.3
93%
25 Ratings
8.4
84%
460 Ratings
Multichannel integration
8.9
89%
24 Ratings
8.3
83%
325 Ratings
CRM software integration
9.2
92%
23 Ratings
8.2
82%
329 Ratings
Workforce Optimization (WFO)
9.0
Avaya OneCloud CCaaS
90%
8.5
NICE CXone
85%
Avaya OneCloud CCaaS ranks higher in 9/9 features
Avaya OneCloud CCaaS ranks higher in 9/9 features
Inbound call routing
9.3
93%
27 Ratings
8.6
86%
465 Ratings
Omnichannel inbound routing
9.2
92%
25 Ratings
8.5
85%
336 Ratings
Recording
8.8
88%
25 Ratings
8.6
86%
448 Ratings
Quality management
8.9
89%
25 Ratings
8.6
86%
435 Ratings
Call analytics
8.9
89%
25 Ratings
8.6
86%
441 Ratings
Historical reporting
8.7
87%
25 Ratings
8.4
84%
433 Ratings
Live reporting
9.1
91%
25 Ratings
8.6
86%
418 Ratings
Customer surveys
9.0
90%
23 Ratings
8.4
84%
272 Ratings
Customer interaction analytics
8.9
89%
23 Ratings
8.3
83%
285 Ratings
Attribute Ratings
- Avaya OneCloud CCaaS is rated higher in 4 areas: Likelihood to Renew, Availability, Performance, Implementation Rating
- NICE CXone is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
Likelihood to Recommend
8.4
Avaya OneCloud CCaaS
84%
44 Ratings
8.5
NICE CXone
85%
543 Ratings
Likelihood to Renew
8.0
Avaya OneCloud CCaaS
80%
13 Ratings
6.5
NICE CXone
65%
21 Ratings
Usability
8.0
Avaya OneCloud CCaaS
80%
6 Ratings
8.7
NICE CXone
87%
529 Ratings
Availability
7.0
Avaya OneCloud CCaaS
70%
2 Ratings
5.5
NICE CXone
55%
7 Ratings
Performance
10.0
Avaya OneCloud CCaaS
100%
2 Ratings
8.1
NICE CXone
81%
7 Ratings
Support Rating
6.3
Avaya OneCloud CCaaS
63%
6 Ratings
7.4
NICE CXone
74%
6 Ratings
In-Person Training
Avaya OneCloud CCaaS
N/A
0 Ratings
5.9
NICE CXone
59%
4 Ratings
Online Training
Avaya OneCloud CCaaS
N/A
0 Ratings
7.8
NICE CXone
78%
5 Ratings
Implementation Rating
9.1
Avaya OneCloud CCaaS
91%
6 Ratings
8.1
NICE CXone
81%
9 Ratings
Product Scalability
Avaya OneCloud CCaaS
N/A
0 Ratings
6.5
NICE CXone
65%
7 Ratings
Likelihood to Recommend
Avaya OneCloud CCaaS
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
Business Development Executive | United States Enterprise Sales.
ZycusComputer Software, 501-1000 employees
NICE CXone
Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesPros
Avaya OneCloud CCaaS
- 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.
Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Sutherland Global Services/CloudsourceInformation Technology and Services, 10,001+ employees
NICE CXone
- Made work from home easy - We just have to login and start calling - No landlines.
- Easy to extract daily, monthly reports from NICE [CXone] web app.
- Easy to monitor agents online - who is logged in and who is not.
- Fast and reliable - Just need internet.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
Cons
Avaya OneCloud CCaaS
- 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.
Communications Specialist
Yazaki North & Central AmericaAutomotive, 10,001+ employees
NICE CXone
- Occasionally the server will disconnect and we lose phone functionality.
- Calls get "stuck" in the queue when they don't exist.
- Can't remove commitments very easily when they are made.
- Kicks you out after 2 hours. Making it annoying how you have to log back in.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesPricing Details
Avaya OneCloud CCaaS
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
Required
Starting Price
$48 per month
NICE CXone
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Likelihood to Renew
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 8.0
Based on 13 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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
NICE CXone
NICE CXone 6.5
Based on 21 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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Usability
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 8.0
Based on 6 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.
Business Analyst III
AtosInformation Technology and Services, 10,001+ employees
NICE CXone
NICE CXone 8.7
Based on 529 answers
In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.
Sales Solution Architect
IBM Business ServicesInformation Technology & Services, 201-500 employees
Reliability and Availability
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 7.0
Based on 2 answers
No answer on this topic is available.
NICE CXone
NICE CXone 5.5
Based on 7 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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesPerformance
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 10.0
Based on 2 answers
No answer on this topic is available.
NICE CXone
NICE CXone 8.1
Based on 7 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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesSupport Rating
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 6.3
Based on 6 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.
project manager
9mobileTelecommunications, 1001-5000 employees
NICE CXone
NICE CXone 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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
In-Person Training
Avaya OneCloud CCaaS
No score
No answers yet
No answers on this topic
NICE CXone
NICE CXone 5.9
Based on 4 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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesOnline Training
Avaya OneCloud CCaaS
No score
No answers yet
No answers on this topic
NICE CXone
NICE CXone 7.8
Based on 5 answers
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Implementation Rating
Avaya OneCloud CCaaS
Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.
NICE CXone
NICE CXone 8.1
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Alternatives Considered
Avaya OneCloud CCaaS
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.
Sr. Telco Technician
TektivityInformation Technology and Services, 11-50 employees
NICE 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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesScalability
Avaya OneCloud CCaaS
No score
No answers yet
No answers on this topic
NICE CXone
NICE CXone 6.5
Based on 7 answers
As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Return on Investment
Avaya OneCloud CCaaS
- Once purchased and running, you don't need to worry about it for years.
- Support price is following the other companies. Price is good.
- When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.

Verified User
Administrator in Information Technology
Consumer Services Company, 5001-10,000 employeesNICE CXone
- 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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees