24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
751 Ratings
24 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

NICE CXone (formerly NICE inContact)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
751 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Feature Set Ratings

  • Cisco Finesse ranks higher in 1 feature set: Contact Center Software
  • NICE CXone (formerly NICE inContact) ranks higher in 1 feature set: Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Finesse

84%
8.3

NICE CXone (formerly NICE inContact)

83%
Cisco Finesse ranks higher in 9/13 features

Agent dashboard

8.4
84%
8 Ratings
8.4
84%
507 Ratings

Validate callers

8.7
87%
7 Ratings
8.5
85%
432 Ratings

Outbound response

7.9
79%
8 Ratings
8.3
83%
448 Ratings

Call forwarding

8.7
87%
7 Ratings
8.5
85%
405 Ratings

Click-to-call (CTC)

8.2
82%
5 Ratings
8.7
87%
367 Ratings

Warm transfer

8.4
84%
6 Ratings
8.7
87%
480 Ratings

Predictive dialing

8.2
82%
6 Ratings
7.8
78%
294 Ratings

Interactive voice response

8.5
85%
5 Ratings
8.2
82%
338 Ratings

REST APIs

8.4
84%
4 Ratings
8.0
80%
270 Ratings

Call scripts

8.0
80%
5 Ratings
8.1
81%
285 Ratings

Call tracking

8.4
84%
8 Ratings
8.4
84%
460 Ratings

Multichannel integration

8.5
85%
5 Ratings
8.2
82%
325 Ratings

CRM software integration

8.5
85%
5 Ratings
8.2
82%
329 Ratings

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%
8.5

NICE CXone (formerly NICE inContact)

85%
NICE CXone (formerly NICE inContact) ranks higher in 6/9 features

Inbound call routing

8.1
81%
8 Ratings
8.5
85%
465 Ratings

Omnichannel inbound routing

7.7
77%
4 Ratings
8.4
84%
336 Ratings

Recording

8.2
82%
7 Ratings
8.6
86%
448 Ratings

Quality management

9.0
90%
6 Ratings
8.6
86%
435 Ratings

Call analytics

8.2
82%
7 Ratings
8.5
85%
441 Ratings

Historical reporting

8.5
85%
7 Ratings
8.4
84%
433 Ratings

Live reporting

8.5
85%
7 Ratings
8.5
85%
418 Ratings

Customer surveys

8.8
88%
6 Ratings
8.3
83%
271 Ratings

Customer interaction analytics

8.0
80%
5 Ratings
8.3
83%
284 Ratings

Attribute Ratings

  • Cisco Finesse is rated higher in 1 area: Support Rating
  • Cisco Finesse and NICE CXone (formerly NICE inContact) are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.4

Cisco Finesse

84%
8 Ratings
8.4

NICE CXone (formerly NICE inContact)

84%
543 Ratings

Likelihood to Renew

Cisco Finesse

N/A
0 Ratings
6.9

NICE CXone (formerly NICE inContact)

69%
21 Ratings

Usability

Cisco Finesse

N/A
0 Ratings
8.6

NICE CXone (formerly NICE inContact)

86%
529 Ratings

Availability

Cisco Finesse

N/A
0 Ratings
5.7

NICE CXone (formerly NICE inContact)

57%
7 Ratings

Performance

Cisco Finesse

N/A
0 Ratings
8.2

NICE CXone (formerly NICE inContact)

82%
7 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings
7.4

NICE CXone (formerly NICE inContact)

74%
6 Ratings

In-Person Training

Cisco Finesse

N/A
0 Ratings
6.1

NICE CXone (formerly NICE inContact)

61%
4 Ratings

Online Training

Cisco Finesse

N/A
0 Ratings
7.9

NICE CXone (formerly NICE inContact)

79%
5 Ratings

Implementation Rating

Cisco Finesse

N/A
0 Ratings
8.1

NICE CXone (formerly NICE inContact)

81%
9 Ratings

Product Scalability

Cisco Finesse

N/A
0 Ratings
6.5

NICE CXone (formerly NICE inContact)

65%
7 Ratings

Likelihood to Recommend

Cisco Finesse

Cisco Finesse offers an exceptional user experience collaboration software that achieves customer satisfaction from the first moment with easy access and a unique customizable interface that offers easy access to multiple assets and information sources allowing the advancement of processes saving time and improving the relationship with the clients helping to guarantee a fast and accurate service. It is a software that allows the interaction with the client in a professional and efficient way with a transparent integration with the Cisco Collaboration portfolio with traditional functions and access to information quickly and safely.
Sara Estevez | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

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.
Anonymous | TrustRadius Reviewer

Pros

Cisco Finesse

  • Keep detail record of the agent and supervisor activity.
  • Help to create agent and give them access to different teams and different skill groups.
  • Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...]
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • 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

Cisco Finesse

  • Cisco Finesse is a seamless customer service platform that works with security and precision, a completely online service with fascinating contact center features that require no installation from the customer and the results are still 100% reducing costs with an Improved user experience Chrome, Firefox, and Edge browser support for agents, supervisors and customer service managers, features are flexible and great.
Sara Estevez | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • 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

Cisco Finesse

General

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

Starting Price

NICE CXone (formerly NICE inContact)

General

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

Starting Price

Likelihood to Renew

Cisco Finesse

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.9
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

Cisco Finesse

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 529 answers
If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Cisco Finesse

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 5.7
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

Cisco Finesse

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
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

Cisco Finesse

Cisco Finesse 10.0
Based on 2 answers
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Arturo Lopez | 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

Cisco Finesse

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.1
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

Cisco Finesse

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.9
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

Cisco Finesse

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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

Cisco Finesse

We used to use Dialpad and it was a great tool. Since switching to Cisco Finesse, we have had no issues with call forwarding, call transfers, or holding. We no longer experience any issues with our callers in the queue or any issues with call playback for quality assurance. Cisco Finesse has made things much easier around the office.
Dominic Farrow | 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

Cisco Finesse

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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.
Vinicius Leite | TrustRadius Reviewer

Return on Investment

Cisco Finesse

  • Cisco brought us into the modern world of calls and call recording capabilities.
  • Cisco's crashes would cripple operations at times.
  • Overall functionality for visibility was a vast improvement from Avaya.
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

Add comparison