What users are saying about
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Top Rated
104 Ratings

Avaya

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Top Rated
104 Ratings
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Score 8 out of 101
24 Ratings
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Score 8 out of 101

Likelihood to Recommend

Avaya

The limitations of this unit are 2000 users, across 32 different locations. It is an SME product that is well past the border into enterprise territory with out having the enterprise expense. To top it off you can virtualize the servers! Anything outside of this scope would need to step into an Avaya Aura system. Do not forget to check with your vendor for leasing options if you do not want to have your new phone system fall into the category as a capitol project.
Richard Heller profile photo

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.
Hans Hong profile photo

Feature Rating Comparison

Contact Center Software

Avaya
8.7
NICE inContact CXone
8.3
Agent dashboard
Avaya
8.7
NICE inContact CXone
8.7
Validate callers
Avaya
8.7
NICE inContact CXone
7.7
Outbound response
Avaya
8.7
NICE inContact CXone
7.3
Call forwarding
Avaya
9.4
NICE inContact CXone
9.0
Click-to-call (CTC)
Avaya
9.2
NICE inContact CXone
7.0
Warm transfer
Avaya
8.7
NICE inContact CXone
9.0
Predictive dialing
Avaya
8.0
NICE inContact CXone
6.5
Interactive voice response
Avaya
8.2
NICE inContact CXone
9.5
REST APIs
Avaya
8.5
NICE inContact CXone
9.5
Call scripts
Avaya
8.7
NICE inContact CXone
8.5
Call tracking
Avaya
9.1
NICE inContact CXone
9.3
Multichannel integration
Avaya
8.8
NICE inContact CXone
7.5
CRM software integration
Avaya
8.4
NICE inContact CXone
9.0

Workforce Optimization (WFO)

Avaya
8.9
NICE inContact CXone
7.6
Inbound call routing
Avaya
9.2
NICE inContact CXone
9.0
Omnichannel inbound routing
Avaya
9.1
NICE inContact CXone
8.3
Recording
Avaya
9.0
NICE inContact CXone
6.4
Quality management
Avaya
9.0
NICE inContact CXone
6.0
Call analytics
Avaya
8.7
NICE inContact CXone
7.7
Historical reporting
Avaya
8.9
NICE inContact CXone
7.7
Live reporting
Avaya
8.7
NICE inContact CXone
7.0
Customer surveys
Avaya
8.5
NICE inContact CXone
9.0
Customer interaction analytics
Avaya
8.8
NICE inContact CXone
7.5

Pros

Avaya

  • What I like the most was it's very easy to understand.
  • Displays the phone number of the customer calling in on the screen.
  • It is very efficient at call centers since you can hear clearly without any interruptions or any static on the line.
  • It is definitely an indispensable tool if you want to have a communicative contact without failures.
  • The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries.
Hammad Bin Idrees profile photo

NICE inContact CXone

  • Allows easy transfers of calls between departments.
  • Includes disposition options so we may have an idea as to why our customers are contacting us
Josh kimball profile photo

Cons

Avaya

  • My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call.
  • The phone will continue to ring until it has been picked u. I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.
Hammad Bin Idrees profile photo

NICE inContact CXone

  • Can get slow to respond during busy times.
  • Freezes fairly often.
  • Often will not allow calling between departments and will require a reset to function normally again.
Josh kimball profile photo

Likelihood to Renew

Avaya

Avaya 8.7
Based on 12 answers
Well, actually we have paid maintenance, but not upgraded our hardware and software for many years. We are at a junction where we are either going with a smaller possibly decentralized telephony system, or we will continue to run on old hardware/software until it gets to a point that we can no longer fix it. I, personally, would like to see us continue to pay maintenance and upgrades, because the Avaya Aura platform provides the same capabilities as the largest Telephone companies, like Verizon, AT&T, etc from routing to integrations, ease of administration, etc. I'd love to see us continue, unfortunately it is just a financial issue.
D. SKye Hodges profile photo

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni profile photo

Usability

Avaya

Avaya 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 profile photo

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Support

Avaya

Avaya 9.0
Based on 1 answer
The tech support that I have received has been outstanding. My only complaint is at times the support is hard to understand due to offshore technicians.
No photo available

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Implementation

Avaya

Avaya 9.1
Based on 2 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 profile photo

Alternatives Considered

Avaya

I have nothing here. The phone system was selected before I was hired. I did at one time use the Cisco VoIP solution. This was a few years ago and at that time they did not have a call center solution. I did not like it as much since the administration required a second phone number for Voicemail access. This may not be true anymore.
No photo available

NICE inContact CXone

We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.
Onavie Boyce profile photo

Return on Investment

Avaya

  • Good return on investment for the system that we needed. If the phones go down then the hospital cannot conduct business efficiently.
  • Low downtime, but there is no backup for the system if the network goes down for VoIP phones.
Brian Marcus profile photo

NICE inContact CXone

  • I recall the feedback helping us identify the real magnitude of an issue that we know was present, but we weren't asking about on our survey. Because no one asked the customers about this issue no one knew how big of a problem is was until we were able to show the volume of feedback on a specific issue.
Alan Bainbridge profile photo

Pricing Details

Avaya

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details

NICE inContact CXone

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

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