What users are saying about

Cloud Call Center vs NICE inContact CXone

Cloud Call Center
2 Ratings
NICE inContact CXone
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Top Rated
338 Ratings

Cloud Call Center

2 Ratings
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Score 8 out of 100

Based on 2 reviews and ratings

NICE inContact CXone

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Top Rated
338 Ratings
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Score 8.2 out of 100

Based on 338 reviews and ratings

Likelihood to Recommend

Cloud Call Center

Great tool for those who use Bullhorn and Insightsquared. It is fully integrated to those applications and works well as a phone system. Love the softphone aspect, no need for a handset. Anywhere you have an internet connection and your laptop you can make and receive calls.

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Rolf Kramer | TrustRadius Reviewer
Rolf Kramer
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NICE inContact CXone

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.

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Anthony Castellanos | TrustRadius Reviewer
Anthony Castellanos
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Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Cloud Call Center
—
NICE inContact CXone
8.3
Inbound call routing
Cloud Call Center
—
NICE inContact CXone
8.5
Omnichannel inbound routing
Cloud Call Center
—
NICE inContact CXone
8.3
Recording
Cloud Call Center
—
NICE inContact CXone
8.5
Quality management
Cloud Call Center
—
NICE inContact CXone
8.5
Call analytics
Cloud Call Center
—
NICE inContact CXone
8.4
Historical reporting
Cloud Call Center
—
NICE inContact CXone
8.3
Live reporting
Cloud Call Center
—
NICE inContact CXone
8.4
Customer surveys
Cloud Call Center
—
NICE inContact CXone
7.9
Customer interaction analytics
Cloud Call Center
—
NICE inContact CXone
8.0

Pros

Cloud Call Center

  • Ease of Use
  • Softphones
  • Integration to other applications

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Rolf Kramer | TrustRadius Reviewer
Rolf Kramer
View all 1 answers on this topic

NICE inContact CXone

  • Reporting has been easy and so far appears accurate. The reports also offer really nice graphical interfaces to make it easy to digest.
  • The QA portions ability to hear tone in the call and give you a visual smiley face when someone sounds happy is a neat feature.
  • The dashboards are really informational and easy to configure. When we are back in the office they will make nice wall boards for the team to see as well.

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Richard Rowland | TrustRadius Reviewer
Richard Rowland
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Cons

Cloud Call Center

  • Softphone UI
  • Ring options
  • Sound integration

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Rolf Kramer | TrustRadius Reviewer
Rolf Kramer
View all 1 answers on this topic

NICE inContact CXone

  • Call Center Live Skill Management: Sometimes when some of our call skills gets backed up with calls holding, it isn't easy to re-skill agents as needed as you cannot mass skill.
  • Dashboard reporting: It would be great to be able to pull some recollection to what the dashboards are displaying throughout the day. Not indispensable but sometimes, executives like getting some detailed live information
  • Reporting: Understandable is that reporting doesn't generate until -I think it is now 4hrs - after some time. If this time could be reduced to get some live stats, would be great to have

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EDDER OROZCO | TrustRadius Reviewer
EDDER OROZCO
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Likelihood to Renew

Cloud Call Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.6
Based on 14 answers
The general need we have is being satisfied by the product. The effort to build new solutions was larger than desired.

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Onavie Boyce | TrustRadius Reviewer
Onavie Boyce
View all 14 answers on this topic

Usability

Cloud Call Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.5
Based on 268 answers
Usability is top notch! I couldn't ask for an easier platform to use and customize for our company. At the end of the day, it is one of the - if not THE best I've ever used as far as speed, and utilization. A well played investment for any company looking to further their production on a global scale.

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Jordan Fiander | TrustRadius Reviewer
Jordan Fiander
View all 268 answers on this topic

Support Rating

Cloud Call Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 4 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
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In-Person Training

Cloud Call Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 answers
Nice trainer from NIC

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Somveer Singh | TrustRadius Reviewer
Somveer Singh
View all 2 answers on this topic

Online Training

Cloud Call Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 answers
good stuff available online help section

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Somveer Singh | TrustRadius Reviewer
Somveer Singh
View all 2 answers on this topic

Implementation Rating

Cloud Call Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.2
Based on 6 answers
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.

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Onavie Boyce | TrustRadius Reviewer
Onavie Boyce
View all 6 answers on this topic

Alternatives Considered

Cloud Call Center

Cloud Call has better integrations, much better customer service. ShoreTel is a huge and we are a small customer, Cloud Call has treated us as if we are important to them, ShoreTel did not.

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Rolf Kramer | TrustRadius Reviewer
Rolf Kramer
View all 1 answers on this topic

NICE inContact CXone

While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later than expected for not at all. Reports are run and exported in exponentially quicker times in inContact.

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Kevin Lintner | TrustRadius Reviewer
Kevin Lintner
View all 282 answers on this topic

Return on Investment

Cloud Call Center

  • No physical assets (handsets)
  • Reporting Integration
  • Click to dial functionality

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Rolf Kramer | TrustRadius Reviewer
Rolf Kramer
View all 1 answers on this topic

NICE inContact CXone

  • Dialer increased speed to lead and number of outbound dials per agent.
  • IVR allowed for agentless interactions with positive client outcome.
  • Available APIs allowed to integrate with company wide BI tool so call center data can easily be seen by leadership.

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Marvin Leininger | TrustRadius Reviewer
Marvin Leininger
View all 282 answers on this topic

Screenshots

Cloud Call Center

—

Pricing Details

Cloud Call Center

General

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

NICE inContact CXone

General

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

Rating Summary

Likelihood to Recommend

Cloud Call Center
9.0
NICE inContact CXone
8.3

Likelihood to Renew

Cloud Call Center
—
NICE inContact CXone
8.6

Usability

Cloud Call Center
—
NICE inContact CXone
8.5

Reliability and Availability

Cloud Call Center
—
NICE inContact CXone
7.7

Performance

Cloud Call Center
—
NICE inContact CXone
9.0

Support Rating

Cloud Call Center
—
NICE inContact CXone
7.3

In-Person Training

Cloud Call Center
—
NICE inContact CXone
9.0

Online Training

Cloud Call Center
—
NICE inContact CXone
9.0

Implementation Rating

Cloud Call Center
—
NICE inContact CXone
8.2

Scalability

Cloud Call Center
—
NICE inContact CXone
7.3

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