What users are saying about
114 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 114 reviews and ratings
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
Based on 756 reviews and ratings
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
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
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.

Verified User
Engineer in Engineering
Information Technology and Services Company, 10,001+ employeesNICE 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.

Verified User
Employee in Information Technology
Information Technology & Services Company, 5001-10,000 employeesPros
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.
Software Developer
KANA SoftwareComputer Software, 501-1000 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
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.
Co-Founder/CEO
aspace, Inc.Computer Software, 1-10 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
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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.

Verified User
Engineer in Engineering
Information Technology and Services Company, 10,001+ employeesNICE 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.
Director of Contact Center and Training
WineCountryGiftBaskets.comRetail, 201-500 employees
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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesPerformance
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesSupport 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.

Verified User
Professional in Information Technology
Information Technology & Services Company, 10,001+ employeesNICE 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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesOnline 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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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.

Verified User
Contributor in Information Technology
Telecommunications Company, 5001-10,000 employeesNICE 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
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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.

Verified User
Technician in Research & Development
Research Company, 11-50 employeesNICE 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.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employees