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Top Rated
597 Ratings
134 Ratings
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Score 6.9 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
597 Ratings
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Score 8.3 out of 100

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
Aly Hajiani | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

[NICE CXone (formerly NICE inContact)] has always been a huge help in terms of being able to prepare myself for who I am going to be receiving a call from. There is a feature that notifies you about what kind of customer is calling before you receive the call so it helps me mentally prepare myself for the kind of scenario that is going to be brought to my attention.
Edward Oberlton | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Avaya OneCloud CCaaS
8.4
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
Avaya OneCloud CCaaS
8.6
NICE CXone (formerly NICE inContact)
8.3
Validate callers
Avaya OneCloud CCaaS
8.1
NICE CXone (formerly NICE inContact)
8.3
Outbound response
Avaya OneCloud CCaaS
8.9
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
Avaya OneCloud CCaaS
8.8
NICE CXone (formerly NICE inContact)
8.4
Click-to-call (CTC)
Avaya OneCloud CCaaS
8.4
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
Avaya OneCloud CCaaS
8.8
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
Avaya OneCloud CCaaS
7.1
NICE CXone (formerly NICE inContact)
7.4
Interactive voice response
Avaya OneCloud CCaaS
9.0
NICE CXone (formerly NICE inContact)
8.0
REST APIs
Avaya OneCloud CCaaS
8.3
NICE CXone (formerly NICE inContact)
7.8
Call scripts
Avaya OneCloud CCaaS
8.7
NICE CXone (formerly NICE inContact)
8.0
Call tracking
Avaya OneCloud CCaaS
9.0
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
Avaya OneCloud CCaaS
8.4
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
Avaya OneCloud CCaaS
7.8
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

Avaya OneCloud CCaaS
8.5
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
Avaya OneCloud CCaaS
8.1
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
Avaya OneCloud CCaaS
8.5
NICE CXone (formerly NICE inContact)
8.3
Recording
Avaya OneCloud CCaaS
8.9
NICE CXone (formerly NICE inContact)
8.5
Quality management
Avaya OneCloud CCaaS
8.8
NICE CXone (formerly NICE inContact)
8.5
Call analytics
Avaya OneCloud CCaaS
8.3
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
Avaya OneCloud CCaaS
8.5
NICE CXone (formerly NICE inContact)
8.3
Live reporting
Avaya OneCloud CCaaS
8.5
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
Avaya OneCloud CCaaS
8.5
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
Avaya OneCloud CCaaS
8.5
NICE CXone (formerly NICE inContact)
8.0

Pros

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.
Shauna Stermer | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

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.
Alfred Brock | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
  • It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
  • When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
  • When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
Anonymous | TrustRadius Reviewer

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.
Michelle VanderBand | TrustRadius Reviewer

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

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.
Michelle VanderBand | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 365 answers
NICE [CXone (formerly NICE inContact)] is a great and safe tool for the entire company, but it still needs some adjustments like not needing to put the country code before every call, but putting everything together, NICE [CXone] surpassed expectations.
Ana Gomes | TrustRadius Reviewer

Reliability and Availability

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.0
Based on 2 answers
No answer on this topic is available.

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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 10.0
Based on 2 answers
No answer on this topic is available.

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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 7.7
Based on 8 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 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

Avaya OneCloud CCaaS

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

Avaya OneCloud CCaaS

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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 9.1
Based on 6 answers
No answer on this topic is available.

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

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.
Richard Heller | 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

Avaya OneCloud CCaaS

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

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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • 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.
Gordon Ng | TrustRadius Reviewer

Screenshots

Avaya OneCloud CCaaS

Pricing Details

Avaya OneCloud CCaaS

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

Avaya OneCloud CCaaS
7.6
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

Avaya OneCloud CCaaS
8.0
NICE CXone (formerly NICE inContact)
8.6

Usability

Avaya OneCloud CCaaS
8.0
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Avaya OneCloud CCaaS
7.0
NICE CXone (formerly NICE inContact)
7.2

Performance

Avaya OneCloud CCaaS
10.0
NICE CXone (formerly NICE inContact)
8.0

Support Rating

Avaya OneCloud CCaaS
7.7
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Avaya OneCloud CCaaS
NICE CXone (formerly NICE inContact)
7.0

Online Training

Avaya OneCloud CCaaS
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

Avaya OneCloud CCaaS
9.1
NICE CXone (formerly NICE inContact)
8.2

Scalability

Avaya OneCloud CCaaS
NICE CXone (formerly NICE inContact)
6.7

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