What users are saying about
114 Ratings
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Top Rated
756 Ratings
114 Ratings
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Score 8 out of 100

NICE CXone

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Top Rated
756 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

    Contact Center Software

    AWS Cloud9

    Feature Set Not Supported
    N/A
    8.4

    NICE CXone

    84%
    NICE CXone ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.6
    86%
    510 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    435 Ratings

    Outbound response

    N/A
    0 Ratings
    8.4
    84%
    451 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.5
    85%
    408 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.7
    87%
    370 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.7
    87%
    483 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.0
    80%
    296 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.4
    84%
    341 Ratings

    REST APIs

    N/A
    0 Ratings
    8.1
    81%
    272 Ratings

    Call scripts

    N/A
    0 Ratings
    8.2
    82%
    287 Ratings

    Call tracking

    N/A
    0 Ratings
    8.5
    85%
    463 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.4
    84%
    328 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.4
    84%
    332 Ratings

    Workforce Optimization (WFO)

    AWS Cloud9

    Feature Set Not Supported
    N/A
    8.5

    NICE CXone

    85%
    NICE CXone ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.6
    86%
    467 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.5
    85%
    338 Ratings

    Recording

    N/A
    0 Ratings
    8.6
    86%
    450 Ratings

    Quality management

    N/A
    0 Ratings
    8.6
    86%
    437 Ratings

    Call analytics

    N/A
    0 Ratings
    8.6
    86%
    443 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.5
    85%
    434 Ratings

    Live reporting

    N/A
    0 Ratings
    8.6
    86%
    420 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.4
    84%
    273 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.4
    84%
    287 Ratings

    Attribute Ratings

    • NICE CXone is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    6.4

    AWS Cloud9

    64%
    9 Ratings
    8.6

    NICE CXone

    86%
    546 Ratings

    Likelihood to Renew

    AWS Cloud9

    N/A
    0 Ratings
    6.1

    NICE CXone

    61%
    21 Ratings

    Usability

    8.0

    AWS Cloud9

    80%
    2 Ratings
    8.7

    NICE CXone

    87%
    532 Ratings

    Availability

    AWS Cloud9

    N/A
    0 Ratings
    5.2

    NICE CXone

    52%
    7 Ratings

    Performance

    AWS Cloud9

    N/A
    0 Ratings
    8.1

    NICE CXone

    81%
    7 Ratings

    Support Rating

    8.0

    AWS Cloud9

    80%
    3 Ratings
    9.9

    NICE CXone

    99%
    7 Ratings

    In-Person Training

    AWS Cloud9

    N/A
    0 Ratings
    5.7

    NICE CXone

    57%
    4 Ratings

    Online Training

    AWS Cloud9

    N/A
    0 Ratings
    7.8

    NICE CXone

    78%
    5 Ratings

    Implementation Rating

    AWS Cloud9

    N/A
    0 Ratings
    8.1

    NICE CXone

    81%
    9 Ratings

    Product Scalability

    AWS Cloud9

    N/A
    0 Ratings
    6.4

    NICE CXone

    64%
    7 Ratings

    Likelihood to Recommend

    AWS Cloud9

    AWS Cloud9 is great for product engineering and coding where you must take time to pair program and code in a specific isolated environment. It is entirely cloud based so there's no worry about saving and data consistency. It is all hosted on the Amazon Web Services cloud. It is less appropriate for more general workflows that don't require a specific cloud instance.
    Anonymous | TrustRadius Reviewer

    NICE CXone

    It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.
    Anonymous | TrustRadius Reviewer

    Pros

    AWS Cloud9

    • It provides an extremely intuitive and easy-to-use interface, so adapting to it does not take much time.
    • It contains the most common programming languages.
    • It allows the export of files, either directly to the repository or to the team where you want it.
    • It is housed in the cloud so you can work with it from anywhere.
    • Allows you to share code or work on them with others in real-time.
    • Does not require installation.
    maría jose gonzalez ortiz | TrustRadius Reviewer

    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.
    Charanjeet Singh | TrustRadius Reviewer

    Cons

    AWS Cloud9

    • Confusing documentation - AWS's documentation remains quite confusing, and the layout of other services/settings that you have to use with Cloud9 can be a bit of a handful.
    • Sometimes slow - As the size of a project increases, the editor gets increasingly slower, and starts slowing down the browser overall.
    • Long setup process - The setup for Cloud9 can be hard and tough, especially since the documentation is quite hard to understand.
    Fedor Paretsky | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    AWS Cloud9

    General

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

    Starting Price

    NICE CXone

    General

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

    Starting Price

    Likelihood to Renew

    AWS Cloud9

    No score
    No answers yet
    No answers on this topic

    NICE CXone

    NICE CXone 6.1
    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.
    Vinicius Leite | TrustRadius Reviewer

    Usability

    AWS Cloud9

    AWS Cloud9 8.0
    Based on 2 answers
    The interface for Cloud9 needs some improvement. It is simply not as powerful and intelligent as a local text editor would be and thus it lacks the capabilities of fast filling when coding. Otherwise, I think it has a fair interface that they have tried mimicking an IDE.
    Anonymous | TrustRadius Reviewer

    NICE CXone

    NICE CXone 8.7
    Based on 532 answers
    Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
    Jeffrey Fawcett | TrustRadius Reviewer

    Reliability and Availability

    AWS Cloud9

    No score
    No answers yet
    No answers on this topic

    NICE CXone

    NICE CXone 5.2
    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
    Anonymous | TrustRadius Reviewer

    Performance

    AWS Cloud9

    No score
    No answers yet
    No answers on this topic

    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.
    Anonymous | TrustRadius Reviewer

    Support Rating

    AWS Cloud9

    AWS Cloud9 8.0
    Based on 3 answers
    Customer support is managed by the Cloud support team. I won't be able to comment on details, but it's fast.
    Anonymous | TrustRadius Reviewer

    NICE CXone

    NICE CXone 9.9
    Based on 7 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

    AWS Cloud9

    No score
    No answers yet
    No answers on this topic

    NICE CXone

    NICE CXone 5.7
    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.
    Anonymous | TrustRadius Reviewer

    Online Training

    AWS Cloud9

    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.
    Dailson Laurentino | TrustRadius Reviewer

    Implementation Rating

    AWS Cloud9

    No score
    No answers yet
    No answers on this topic

    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.
    Dailson Laurentino | TrustRadius Reviewer

    Alternatives Considered

    AWS Cloud9

    [AWS] Cloud9 offers specific features not available in the competition: Code collaboration using the chat features is the highlight which sets it apart. [The] code completion feature makes [it] very similar to the offline IDE like eclipse. It's much easier to use compared to Codeanywhere. It provides terminal access to EC2 instances and hence other amazon services.
    Anonymous | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Scalability

    AWS Cloud9

    No score
    No answers yet
    No answers on this topic

    NICE CXone

    NICE CXone 6.4
    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.
    Vinicius Leite | TrustRadius Reviewer

    Return on Investment

    AWS Cloud9

    • Positive: No need to buy additional hardware to serve as buffer.
    • Negative: Service downtime causes significant productivity losses.
    • Negative: Users get locked into a certain subset of tools, which are not always appropriate.
    Anonymous | TrustRadius Reviewer

    NICE CXone

    • We were able to close deals and sales to clients more effectively!
    • It is much easier for us to reach the client even if it's an International number.
    • Nice CXone has helped us a lot to communicate better with our clients.
    Anonymous | TrustRadius Reviewer

    Screenshots

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