What users are saying about
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Top Rated
317 Ratings
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Top Rated
614 Ratings

Chorus.ai

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Top Rated
317 Ratings
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Score 8.8 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
614 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Chorus.ai

I believe that it is better suited to Exchange Online or Google rather an on-premises mail servers. As a security company, we have stringent requirements around data privacy especially when engaging with prospects. It was a challenge getting internal alignment and approval of the technology, but now that it's in, we are pleased that we made the effort.
Giulio Magni | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

[NICE CXone (formerly NICE inContact)] has always been a huge help in terms of being able to prepare myself for who I am going to be receiving a call from. There is a feature that notifies you about what kind of customer is calling before you receive the call so it helps me mentally prepare myself for the kind of scenario that is going to be brought to my attention.
Edward Oberlton | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Chorus.ai
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
Chorus.ai
NICE CXone (formerly NICE inContact)
8.3
Validate callers
Chorus.ai
NICE CXone (formerly NICE inContact)
8.3
Outbound response
Chorus.ai
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
Chorus.ai
NICE CXone (formerly NICE inContact)
8.4
Click-to-call (CTC)
Chorus.ai
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
Chorus.ai
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
Chorus.ai
NICE CXone (formerly NICE inContact)
7.4
Interactive voice response
Chorus.ai
NICE CXone (formerly NICE inContact)
8.0
REST APIs
Chorus.ai
NICE CXone (formerly NICE inContact)
7.8
Call scripts
Chorus.ai
NICE CXone (formerly NICE inContact)
8.0
Call tracking
Chorus.ai
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
Chorus.ai
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
Chorus.ai
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

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

Pros

Chorus.ai

  • Very smart AI is able to easily identify key words.
  • Don't love the monologue rating as with certain roles there are explanations that are required and feels like it dings us when giving product demos or explaining a specific service or support piece.
  • Easy to tag managers and see comments and suggestions.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

Cons

Chorus.ai

  • Honestly as an AM I love it. Maybe more prompts for new users based on their role.
  • More integrations to larger partners, Slack, etc.
  • Maybe a way to build a database and send me alerts of calls that relate to my job based on.... not sure what factors, but for me... New products that we are launching and how my team is pitching them.
Anonymous | 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

Chorus.ai

Chorus.ai 6.7
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
Robert Peterson III | TrustRadius Reviewer

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

Chorus.ai

Chorus.ai 7.2
Based on 3 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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 368 answers
NICE [CXone (formerly NICE inContact)] is a great and safe tool for the entire company, but it still needs some adjustments like not needing to put the country code before every call, but putting everything together, NICE [CXone] surpassed expectations.
Ana Gomes | TrustRadius Reviewer

Reliability and Availability

Chorus.ai

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

Chorus.ai

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

Chorus.ai

Chorus.ai 8.6
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.
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

Chorus.ai

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

Chorus.ai

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

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.
Robert Peterson III | TrustRadius Reviewer

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

Chorus.ai

I personally did not select Chorus, but it does a great job! I used to use Gong at my previous company, and I liked that too. I have found that Chorus' transcript tool does a better job of translating the script of the call
Anonymous | 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

Chorus.ai

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

Chorus.ai

  • While difficult to quantify, Chorus has allowed us to get competitive insights and help inform our product strategy, which invariably wins us more deals.
  • By doing "tape reviews" with the broader teams, we're able to scale best practices and provide actionable feedback for reps, concretely improving their performances.
Anonymous | 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

Chorus.ai

General

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

Chorus.ai
8.9
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

Chorus.ai
6.7
NICE CXone (formerly NICE inContact)
8.6

Usability

Chorus.ai
7.2
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Chorus.ai
NICE CXone (formerly NICE inContact)
7.2

Performance

Chorus.ai
NICE CXone (formerly NICE inContact)
8.0

Support Rating

Chorus.ai
8.6
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Chorus.ai
NICE CXone (formerly NICE inContact)
7.0

Online Training

Chorus.ai
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

Chorus.ai
7.3
NICE CXone (formerly NICE inContact)
8.2

Scalability

Chorus.ai
NICE CXone (formerly NICE inContact)
6.7

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