What users are saying about
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
338 Ratings
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100

NICE inContact CXone

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
338 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

CloudCall

CloudCall's concept of being accessible on the iPhone via the CloucallGo app is excellent. However, at times the app drops calls, and calls are poor quality. Their softphones and chrome extension work great. Also, the call recordings and integration with a Bullhorn is excellent.
Anonymous | TrustRadius Reviewer

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.
Anthony Castellanos | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

CloudCall
10.0
NICE inContact CXone
Hosted PBX
CloudCall
10.0
NICE inContact CXone
Multi-level Interactive Voice Response (IVR)
CloudCall
10.0
NICE inContact CXone
User templates
CloudCall
10.0
NICE inContact CXone
Call reports
CloudCall
10.0
NICE inContact CXone
Directory of employee names
CloudCall
10.0
NICE inContact CXone

Call Management

CloudCall
9.6
NICE inContact CXone
Answering rules
CloudCall
10.0
NICE inContact CXone
Call recording
CloudCall
10.0
NICE inContact CXone
Call park
CloudCall
9.0
NICE inContact CXone
Call screening
CloudCall
10.0
NICE inContact CXone
Message alerts
CloudCall
9.0
NICE inContact CXone

VoIP system collaboration

CloudCall
9.0
NICE inContact CXone
Audio conferencing
CloudCall
8.0
NICE inContact CXone
Instant messaging
CloudCall
10.0
NICE inContact CXone

Mobile apps

CloudCall
7.0
NICE inContact CXone
Mobile app for iOS
CloudCall
7.0
NICE inContact CXone

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

CloudCall

  • Innovation- has technology that a lot of competitors don't
  • customer service and support
Anonymous | TrustRadius Reviewer

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.
Richard Rowland | TrustRadius Reviewer

Cons

CloudCall

  • The service on their app is not the best
  • The texting platform can always improve
Anonymous | TrustRadius Reviewer

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
EDDER OROZCO | TrustRadius Reviewer

Likelihood to Renew

CloudCall

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.
Onavie Boyce | TrustRadius Reviewer

Usability

CloudCall

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.5
Based on 267 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.
Jordan Fiander | TrustRadius Reviewer

Support Rating

CloudCall

CloudCall 10.0
Based on 1 answer
Customer support is always responsive and timely.
Anonymous | TrustRadius Reviewer

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.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

CloudCall

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
Somveer Singh | TrustRadius Reviewer

Online Training

CloudCall

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
Somveer Singh | TrustRadius Reviewer

Implementation Rating

CloudCall

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.
Onavie Boyce | TrustRadius Reviewer

Alternatives Considered

CloudCall

CloudCall is much better and easier functionality with more options.
Anonymous | TrustRadius Reviewer

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.
Kevin Lintner | TrustRadius Reviewer

Return on Investment

CloudCall

  • Call recordings have become useful in our business
  • Notes autolog in bullhorn
Anonymous | TrustRadius Reviewer

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.
Marvin Leininger | TrustRadius Reviewer

Screenshots

Pricing Details

CloudCall

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

CloudCall
8.0
NICE inContact CXone
8.3

Likelihood to Renew

CloudCall
NICE inContact CXone
8.6

Usability

CloudCall
NICE inContact CXone
8.5

Reliability and Availability

CloudCall
NICE inContact CXone
7.7

Performance

CloudCall
NICE inContact CXone
9.0

Support Rating

CloudCall
10.0
NICE inContact CXone
7.3

In-Person Training

CloudCall
NICE inContact CXone
9.0

Online Training

CloudCall
NICE inContact CXone
9.0

Implementation Rating

CloudCall
NICE inContact CXone
8.2

Scalability

CloudCall
NICE inContact CXone
7.3

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