What users are saying about
75 Ratings
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Top Rated
539 Ratings
75 Ratings
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Score 8.3 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
539 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

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 (formerly NICE inContact)

It has all the necessary tools to perform my job as a service desk technician. I can reach out in a quick manner to our customers. I work pretty well with our phones, and it gives you the opportunity to keep track of all contact made throughout the day either by you or your team members
Jose Turcios | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

AWS Cloud9
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.3
Validate callers
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.3
Outbound response
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.4
Click-to-call (CTC)
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
AWS Cloud9
NICE CXone (formerly NICE inContact)
7.5
Interactive voice response
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.0
REST APIs
AWS Cloud9
NICE CXone (formerly NICE inContact)
7.8
Call scripts
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.0
Call tracking
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
AWS Cloud9
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
AWS Cloud9
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

AWS Cloud9
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.3
Recording
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.5
Quality management
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.5
Call analytics
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.3
Live reporting
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
AWS Cloud9
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
AWS Cloud9
NICE CXone (formerly NICE inContact)
8.0

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 (formerly NICE inContact)

  • One stop shop for all call center functionality.
  • The platform is only limited by your own imagination and skill, but NICE CXone has many partners to help develop ideas and solutions.
  • Very reliable and stable platform.
  • Good support model (much improved since we started with InContact 4 years ago).
Martin Lara | 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 (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

AWS Cloud9

No score
No answers yet
No answers on this topic

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

AWS Cloud9

AWS Cloud9 7.8
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 (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 346 answers
There are a few options that are really hard to find if you do not know the jargon or what exactly you are looking for. The first week using [NICE CXone (formerly NICE inContact)] I had to look for some options in every single menu in order to find what I was looking for, but after a few days I was able to familiarize with it.
Ariel Guevara | TrustRadius Reviewer

Reliability and Availability

AWS Cloud9

No score
No answers yet
No answers on this topic

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

AWS Cloud9

No score
No answers yet
No answers on this topic

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

AWS Cloud9

AWS Cloud9 9.2
Based on 4 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 (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

AWS Cloud9

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

AWS Cloud9

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

AWS Cloud9

No score
No answers yet
No answers on this topic

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

AWS Cloud9

We used Codeanywhere & Lambda, but it's little to test serverless code with these services, so I think AWS Cloud9 is best to code and test Serverless code.
sandeep singh | 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

AWS Cloud9

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

AWS Cloud9

  • It is a tool that has allowed us to optimize the life cycle of the projects since it is excellent for this because you can share code from one department to another quickly.
  • It allows to always be able to access the code from any device, at any time.
  • Save time in the installation of an IDE, plugins, compilers, etc.
  • It is ideal to use with other AWS tools since they have a great synergy, like CodeBuild, CodeCommit, CodeStar, etc.
Winston Mendes | 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

Pricing Details

AWS Cloud9

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

AWS Cloud9
8.8
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

AWS Cloud9
NICE CXone (formerly NICE inContact)
8.6

Usability

AWS Cloud9
7.8
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

AWS Cloud9
NICE CXone (formerly NICE inContact)
7.2

Performance

AWS Cloud9
NICE CXone (formerly NICE inContact)
8.0

Support Rating

AWS Cloud9
9.2
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

AWS Cloud9
NICE CXone (formerly NICE inContact)
7.0

Online Training

AWS Cloud9
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

AWS Cloud9
NICE CXone (formerly NICE inContact)
8.2

Scalability

AWS Cloud9
NICE CXone (formerly NICE inContact)
6.7

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