6 Ratings
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Top Rated
344 Ratings
6 Ratings
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Score 8 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
344 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Clarabridge

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
Brandon Johnson | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE inContact CXone is good for a team doing any sort of calling. It makes calling, managing calls, holding, transferring, conferencing, scheduling, organizing, and things of that nature very easy, thus making the process of work very seamless and easy.It also helps with scheduling, and communication between team membersIt wouldn't be well suited for teams who don't do calling, although some features would be helpful if calling is not being done.
Anthony Castellanos | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Clarabridge
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
Clarabridge
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
Clarabridge
NICE CXone (formerly NICE inContact)
8.2
Recording
Clarabridge
NICE CXone (formerly NICE inContact)
8.5
Quality management
Clarabridge
NICE CXone (formerly NICE inContact)
8.5
Call analytics
Clarabridge
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
Clarabridge
NICE CXone (formerly NICE inContact)
8.3
Live reporting
Clarabridge
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
Clarabridge
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
Clarabridge
NICE CXone (formerly NICE inContact)
8.0

Pros

Clarabridge

  • Voice to text functionality is extremely accurate.
  • Alert system for trending topics is very helpful.
  • The natural language processor is easy to tune to brand specific nuances.
Gino Abbate III, MBA | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • Through automation, we are able to effectively monitor trends and provide in depth information to our customers.
  • Efficiently manage inbound and outbound call queues.
  • Allows team members to monitor each others status so that we can coordinate breaks, lunches and meetings without overlap.
Anonymous | TrustRadius Reviewer

Cons

Clarabridge

  • Not that they are not awesome but things could constantly improve on the NLP for sarcasm based comments ( I know it is a machine and this is hard but It is one of my only frustrations)
Brandon Johnson | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • The auto reports it generates are really ugly and not so easy to digest. While the team can find what they need and there is little fluff, I think the auto generated reports can look nice like some of the other data available. Spreadsheets are boring and some color will add some excitement.
Richard Rowland | TrustRadius Reviewer

Likelihood to Renew

Clarabridge

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 14 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

Clarabridge

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 269 answers
I give it this rating because just a baseline 5/10 would be call routing to customers in a timely manner out of the box. When you add to the baseline intelligent routing, great hold music, easy callback features, ability to overflow and reroute, seemingly transferring, and on and on, the extras should be 10/10. The reason it falters is just that the website crashes, or there's some maintenance from the provider too often.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Clarabridge

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.7
Based on 3 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

Clarabridge

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 9.0
Based on 3 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

Clarabridge

No score
No answers yet
No answers on this topic

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

Clarabridge

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 9.0
Based on 2 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

Clarabridge

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 9.0
Based on 2 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

Clarabridge

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

Clarabridge

Clarabridge's support team is better than anyone else in the industry.
Gino Abbate III, MBA | 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

Clarabridge

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.3
Based on 3 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

Clarabridge

  • Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues.
Brandon Johnson | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • After the initial learning curve, we have found our agents are able handle calls more quickly and efficiently. The average time to answer is down and our wait times are down during peak times due to calls being handled better.
  • The ability of our managers to monitor the agents and supervisors through the app and dashboards has allowed them to spend more time focusing on other areas of their jobs. The visibility has allowed them to be more productive in other areas.
  • The issues we have had with managers and supervisors taking calls has led to negative customer experiences and frustrated employees.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Clarabridge

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

Clarabridge
10.0
NICE CXone (formerly NICE inContact)
8.2

Likelihood to Renew

Clarabridge
NICE CXone (formerly NICE inContact)
8.6

Usability

Clarabridge
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Clarabridge
NICE CXone (formerly NICE inContact)
7.7

Performance

Clarabridge
NICE CXone (formerly NICE inContact)
9.0

Support Rating

Clarabridge
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Clarabridge
NICE CXone (formerly NICE inContact)
9.0

Online Training

Clarabridge
NICE CXone (formerly NICE inContact)
9.0

Implementation Rating

Clarabridge
NICE CXone (formerly NICE inContact)
8.2

Scalability

Clarabridge
NICE CXone (formerly NICE inContact)
7.3

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