What users are saying about

Chorus.ai vs NICE CXone Formerly NICE inContact

Chorus.ai
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Top Rated
372 Ratings
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NICE CXone
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Top Rated
752 Ratings
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Chorus.ai

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Top Rated
372 Ratings
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Score 8.8 out of 100

Based on 372 reviews and ratings

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NICE CXone

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Top Rated
752 Ratings
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Score 8.5 out of 100

Based on 752 reviews and ratings

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Feature Set Ratings

    Contact Center Software

    Chorus.ai

    Feature Set Not Supported
    N/A
    8.3

    NICE CXone

    83%
    NICE CXone ranks higher in 13/13 features
    NICE CXone ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.5
    85%
    507 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    432 Ratings

    Outbound response

    N/A
    0 Ratings
    8.3
    83%
    448 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.5
    85%
    405 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.7
    87%
    367 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.7
    87%
    480 Ratings

    Predictive dialing

    N/A
    0 Ratings
    7.8
    78%
    294 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.3
    83%
    338 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    270 Ratings

    Call scripts

    N/A
    0 Ratings
    8.2
    82%
    286 Ratings

    Call tracking

    N/A
    0 Ratings
    8.4
    84%
    460 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.3
    83%
    325 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.2
    82%
    329 Ratings

    Workforce Optimization (WFO)

    Chorus.ai

    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%
    465 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.5
    85%
    336 Ratings

    Recording

    N/A
    0 Ratings
    8.6
    86%
    448 Ratings

    Quality management

    N/A
    0 Ratings
    8.6
    86%
    435 Ratings

    Call analytics

    N/A
    0 Ratings
    8.6
    86%
    441 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.4
    84%
    433 Ratings

    Live reporting

    N/A
    0 Ratings
    8.6
    86%
    418 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.4
    84%
    272 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.3
    83%
    285 Ratings

    Attribute Ratings

    • Chorus.ai is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
    • NICE CXone is rated higher in 2 areas: Likelihood to Renew, Implementation Rating

    Likelihood to Recommend

    8.9

    Chorus.ai

    89%
    250 Ratings
    8.5

    NICE CXone

    85%
    543 Ratings

    Likelihood to Renew

    6.2

    Chorus.ai

    62%
    4 Ratings
    6.5

    NICE CXone

    65%
    21 Ratings

    Usability

    8.8

    Chorus.ai

    88%
    5 Ratings
    8.7

    NICE CXone

    87%
    529 Ratings

    Availability

    Chorus.ai

    N/A
    0 Ratings
    5.5

    NICE CXone

    55%
    7 Ratings

    Performance

    Chorus.ai

    N/A
    0 Ratings
    8.1

    NICE CXone

    81%
    7 Ratings

    Support Rating

    8.2

    Chorus.ai

    82%
    4 Ratings
    7.4

    NICE CXone

    74%
    6 Ratings

    In-Person Training

    Chorus.ai

    N/A
    0 Ratings
    5.9

    NICE CXone

    59%
    4 Ratings

    Online Training

    Chorus.ai

    N/A
    0 Ratings
    7.8

    NICE CXone

    78%
    5 Ratings

    Implementation Rating

    7.3

    Chorus.ai

    73%
    2 Ratings
    8.1

    NICE CXone

    81%
    9 Ratings

    Product Scalability

    Chorus.ai

    N/A
    0 Ratings
    6.5

    NICE CXone

    65%
    7 Ratings

    Likelihood to Recommend

    Chorus.ai

    I like to do a LOU (Letter Of Understanding) after my Discovery calls with my prospects. I'm old school and write down notes, but I enjoy being able to go review my call in Chorus.ai and also get solid feedback from my manager about the call and what the next steps should be.

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    Kasey Martin | TrustRadius Reviewer
    Kasey Martin
    View all 250 answers on this topic

    NICE CXone

    Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 543 answers on this topic

    Pros

    Chorus.ai

    • Great job on putting the conversion metrics. It's a big help knowing our metrics in every meeting.
    • We learned what areas need to be improved and also the strength we had during that conversation.
    • It also provides the length of speech of each participants.

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    Cory Velasco | TrustRadius Reviewer
    Cory Velasco
    View all 250 answers on this topic

    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.

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    Charanjeet Singh | TrustRadius Reviewer
    Charanjeet Singh
    View all 543 answers on this topic

    Cons

    Chorus.ai

    • The analytics around risks associated with certain words/phrases never seems to be accurate or relevant. Meaning I say things that are definitely not problematic, but they get marked that way.
    • Needs to be easier to locate certain parts of a call, maybe by a more powerful word search. This isn't a problem for 30-60 minute calls but is more challenging for longer training sessions that last 3 hours.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 250 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 543 answers on this topic

    Pricing Details

    Chorus.ai

    General

    Free Trial
    Yes
    Free/Freemium Version
    —
    Premium Consulting/Integration Services
    Yes
    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

    Chorus.ai

    Chorus.ai 6.2
    Based on 4 answers
    It's hard for me to give anything more than a 5 at this point. The primary reason is that we have only used it for a few months and I'm still getting a feel for the level of value it provides both to me and the team. In 4 or 5 months I'll have a better understanding of its value long term

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    Robert Peterson III | TrustRadius Reviewer
    Robert Peterson III
    View all 4 answers on this topic

    NICE CXone

    NICE CXone 6.5
    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.

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    Vinicius Leite | TrustRadius Reviewer
    Vinicius Leite
    View all 21 answers on this topic

    Usability

    Chorus.ai

    Chorus.ai 8.8
    Based on 5 answers
    Chorus has a great user experience. It is very easy to navigate and figure out. You do not need anyone to walk you through the usage and process as it is very easy to determine on your own, even if you are not a technologically savvy person. It is very easy to use in a variety of settings and the organizational structure makes it even easier to navigate.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 5 answers on this topic

    NICE CXone

    NICE CXone 8.7
    Based on 529 answers
    In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.

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    Loreto Destura | TrustRadius Reviewer
    Loreto Destura
    View all 529 answers on this topic

    Reliability and Availability

    Chorus.ai

    No score
    No answers yet
    No answers on this topic

    NICE CXone

    NICE CXone 5.5
    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

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 7 answers on this topic

    Performance

    Chorus.ai

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 7 answers on this topic

    Support Rating

    Chorus.ai

    Chorus.ai 8.2
    Based on 4 answers
    I personally have not had too many major issues with Chorus, but the times that I have reached out to their customer support team I have always received great responses in a very timely manner. Their support team is trained in a very polite way and cares about resolving your issue. They are knowledgeable and helpful and the customer service line does not take long to connect to a real individual.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    NICE CXone

    NICE CXone 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.

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    Kevin Lintner | TrustRadius Reviewer
    Kevin Lintner
    View all 6 answers on this topic

    In-Person Training

    Chorus.ai

    No score
    No answers yet
    No answers on this topic

    NICE CXone

    NICE CXone 5.9
    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    Online Training

    Chorus.ai

    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.

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    Dailson Laurentino | TrustRadius Reviewer
    Dailson Laurentino
    View all 5 answers on this topic

    Implementation Rating

    Chorus.ai

    Chorus.ai 7.3
    Based on 2 answers
    Like I noted in the other category, it has been smooth for the most part. But we really do enjoy the hard work of our CSM and everything he has been able to provide us in terms of support.

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    Robert Peterson III | TrustRadius Reviewer
    Robert Peterson III
    View all 2 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.

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    Dailson Laurentino | TrustRadius Reviewer
    Dailson Laurentino
    View all 9 answers on this topic

    Alternatives Considered

    Chorus.ai

    We only took an early look at Gong since we had heard many people recommend them. Functionality seemed to be about the same without any major reasons to choose Gong over Chorus, but we'd already tested & used Chorus at that point, so sticking with the proven tool was the better choice for us.

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    Logan Lyles | TrustRadius Reviewer
    Logan Lyles
    View all 250 answers on this topic

    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.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 543 answers on this topic

    Scalability

    Chorus.ai

    No score
    No answers yet
    No answers on this topic

    NICE CXone

    NICE CXone 6.5
    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.

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    Vinicius Leite | TrustRadius Reviewer
    Vinicius Leite
    View all 7 answers on this topic

    Return on Investment

    Chorus.ai

    • Reduced handoff time between Sales and Account Managers.
    • Reduced time explaining client issues to internal teams- can easily send the Chorus recording.
    • When people leave our company, it is nice having Chorus.ai to help fill us in on gaps around accounts.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 250 answers on this topic

    NICE CXone

    • 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.

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    Gordon Ng | TrustRadius Reviewer
    Gordon Ng
    View all 543 answers on this topic

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