What users are saying about
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Top Rated
344 Ratings
60 Ratings
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Score 7.4 out of 100

NICE inContact CXone

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Top Rated
344 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Avaya OneCloud UCaaS

The best scenarios for Avaya Business Communications Manager include large single location operations. Also - large interoffice operations. The hub-and-spoke arrangement with one large central office a large number of smaller offices would also be handled well. We do it all the time. As for where it would be less appropriate that would be in smaller locations - but - Avaya has appropriate alternative for those.
Alfred Brock | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone is good for a team doing any sort of calling. It makes calling, managing calls, holding, transferring, conferencing, scheduling, organizing, and things of that nature very easy, thus making the process of work very seamless and easy.It also helps with scheduling, and communication between team membersIt wouldn't be well suited for teams who don't do calling, although some features would be helpful if calling is not being done.
Anthony Castellanos | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Avaya OneCloud UCaaS
NICE inContact CXone
8.3
Inbound call routing
Avaya OneCloud UCaaS
NICE inContact CXone
8.5
Omnichannel inbound routing
Avaya OneCloud UCaaS
NICE inContact CXone
8.3
Recording
Avaya OneCloud UCaaS
NICE inContact CXone
8.5
Quality management
Avaya OneCloud UCaaS
NICE inContact CXone
8.5
Call analytics
Avaya OneCloud UCaaS
NICE inContact CXone
8.4
Historical reporting
Avaya OneCloud UCaaS
NICE inContact CXone
8.3
Live reporting
Avaya OneCloud UCaaS
NICE inContact CXone
8.4
Customer surveys
Avaya OneCloud UCaaS
NICE inContact CXone
7.9
Customer interaction analytics
Avaya OneCloud UCaaS
NICE inContact CXone
8.0

Pros

Avaya OneCloud UCaaS

  • Assembly rooms for recurring meetings
  • Task tracking by room and by individual
  • Articulation with Calendar to schedule meeting rooms
  • Historically saved documents
  • Chat between connected users
  • Access to the platform without the need to install programs
  • Immediate and highly effective technical advice
Diana Gervasio | TrustRadius Reviewer

NICE inContact CXone

  • Through automation, we are able to effectively monitor trends and provide in depth information to our customers.
  • Efficiently manage inbound and outbound call queues.
  • Allows team members to monitor each others status so that we can coordinate breaks, lunches and meetings without overlap.
Anonymous | TrustRadius Reviewer

Cons

Avaya OneCloud UCaaS

  • I would like to see more of their in office communications systems. Right now they seem outpaced by competitors even though their core services are superior.
  • The interface could be updated a little. There is a lot of interaction that the operator needs to go through that could be automated.
Alfred Brock | TrustRadius Reviewer

NICE inContact CXone

  • The auto reports it generates are really ugly and not so easy to digest. While the team can find what they need and there is little fluff, I think the auto generated reports can look nice like some of the other data available. Spreadsheets are boring and some color will add some excitement.
Richard Rowland | TrustRadius Reviewer

Likelihood to Renew

Avaya OneCloud UCaaS

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.6
Based on 14 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 UCaaS

Avaya OneCloud UCaaS 7.3
Based on 1 answer
There are few times that we have not been able to take advantage of the tool, but those moments are related to the bandwidth of each person in [their] home. Those who have low signal cannot access meetings on the platform smoothly.
Diana Gervasio | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.5
Based on 269 answers
I give it this rating because just a baseline 5/10 would be call routing to customers in a timely manner out of the box. When you add to the baseline intelligent routing, great hold music, easy callback features, ability to overflow and reroute, seemingly transferring, and on and on, the extras should be 10/10. The reason it falters is just that the website crashes, or there's some maintenance from the provider too often.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Avaya OneCloud UCaaS

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.7
Based on 3 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 UCaaS

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 3 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 UCaaS

Avaya OneCloud UCaaS 7.8
Based on 10 answers
It seems like anytime we have some issue it takes support a long time to figure out. It really just seems very lacking overall. Most of the time the phone technicians seem to have no clue what we are talking about and they have to go research and get back to us.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
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 UCaaS

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 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 UCaaS

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

Avaya OneCloud UCaaS

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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 UCaaS

The product pricing sits in the mid-high position compared to its competitor. It provides the most features when compared to the competitors. It has excellent support which can only be matched by the more pricey competitors, however, the lack of 24x7 support can be a challenge especially when your support comes from a country with a different time zone.
Anonymous | 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

Scalability

Avaya OneCloud UCaaS

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 3 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 UCaaS

  • Single number reach has helped our operations team to be connected anytime required.
  • Management team is with Mobile client where decision making is quick and no calls are lost as mobile is available all the time.
  • Voice Quality is extremely good and helps in getting many ppl in conference with ease.
  • Voicemail system is used to leave important message when not available and Call Back feature is extremely great.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • After the initial learning curve, we have found our agents are able handle calls more quickly and efficiently. The average time to answer is down and our wait times are down during peak times due to calls being handled better.
  • The ability of our managers to monitor the agents and supervisors through the app and dashboards has allowed them to spend more time focusing on other areas of their jobs. The visibility has allowed them to be more productive in other areas.
  • The issues we have had with managers and supervisors taking calls has led to negative customer experiences and frustrated employees.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Avaya OneCloud UCaaS

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 OneCloud UCaaS
7.5
NICE inContact CXone
8.3

Likelihood to Renew

Avaya OneCloud UCaaS
NICE inContact CXone
8.6

Usability

Avaya OneCloud UCaaS
7.3
NICE inContact CXone
8.5

Reliability and Availability

Avaya OneCloud UCaaS
NICE inContact CXone
7.7

Performance

Avaya OneCloud UCaaS
NICE inContact CXone
9.0

Support Rating

Avaya OneCloud UCaaS
7.8
NICE inContact CXone
7.5

In-Person Training

Avaya OneCloud UCaaS
NICE inContact CXone
9.0

Online Training

Avaya OneCloud UCaaS
NICE inContact CXone
9.0

Implementation Rating

Avaya OneCloud UCaaS
NICE inContact CXone
8.2

Scalability

Avaya OneCloud UCaaS
NICE inContact CXone
7.3

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