What users are saying about
12 Ratings
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Top Rated
338 Ratings
12 Ratings
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Score 8.1 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

CloudTalk

CloudTalk is great for making calls and receiving them, while doing different tasks. It is easy to see the incoming call and to answer them. As well as the call quality is high. It is really suited to be used in customer service, when many clients are calling. Sometimes if a client can not pick up the phone, the SMS option can be a great help to send the information and to receive from the client the information back
Ieva Lukstiņa | 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

Contact Center Software

CloudTalk
7.8
NICE inContact CXone
8.1
Agent dashboard
CloudTalk
7.8
NICE inContact CXone
8.3
Validate callers
CloudTalk
7.5
NICE inContact CXone
8.3
Outbound response
CloudTalk
8.0
NICE inContact CXone
8.2
Call forwarding
CloudTalk
7.9
NICE inContact CXone
8.3
Click-to-call (CTC)
CloudTalk
7.9
NICE inContact CXone
8.5
Warm transfer
CloudTalk
7.7
NICE inContact CXone
8.5
Predictive dialing
CloudTalk
7.4
NICE inContact CXone
7.5
Interactive voice response
CloudTalk
7.7
NICE inContact CXone
8.0
REST APIs
CloudTalk
7.7
NICE inContact CXone
7.8
Call scripts
CloudTalk
7.7
NICE inContact CXone
8.0
Call tracking
CloudTalk
7.8
NICE inContact CXone
8.3
Multichannel integration
CloudTalk
7.8
NICE inContact CXone
7.9
CRM software integration
CloudTalk
8.0
NICE inContact CXone
7.9

Workforce Optimization (WFO)

CloudTalk
7.8
NICE inContact CXone
8.3
Inbound call routing
CloudTalk
8.0
NICE inContact CXone
8.5
Omnichannel inbound routing
CloudTalk
7.6
NICE inContact CXone
8.3
Recording
CloudTalk
7.8
NICE inContact CXone
8.5
Quality management
CloudTalk
8.1
NICE inContact CXone
8.5
Call analytics
CloudTalk
8.1
NICE inContact CXone
8.4
Historical reporting
CloudTalk
7.9
NICE inContact CXone
8.3
Live reporting
CloudTalk
7.8
NICE inContact CXone
8.4
Customer surveys
CloudTalk
7.5
NICE inContact CXone
7.9
Customer interaction analytics
CloudTalk
7.8
NICE inContact CXone
8.0

Pros

CloudTalk

  • Ease of use.
  • Ease of setup.
  • Usability.
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

CloudTalk

  • The service is unusable right now because it's always down. CloudTalk has oversold their service to too many customers on too few servers (as admitted on an email from their CEO to all their customers). We've lost all functionality for days - crippling our customer support team
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

CloudTalk

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

CloudTalk

CloudTalk 9.1
Based on 4 answers
I must say that the flexibility of this tool is amazing. I can see all the necessary details about the calls and available agents at one place, including reports, SLAs and other metrics I need to work with. The interface has a very nice modern design, which is easy to use and very intuitive.
Andrej Saxon | TrustRadius Reviewer

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.
Jordan Fiander | TrustRadius Reviewer

Support Rating

CloudTalk

CloudTalk 7.8
Based on 10 answers
They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!
Stanislav Bouda | 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

CloudTalk

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

CloudTalk

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

CloudTalk

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

CloudTalk

Aircall is really expensive for the same functionality and Freshcaller was just impossible to work with and really bad service. Both also don't have a good freemium tier like this does.
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

CloudTalk

  • CloudTalk has crippled our customer support team. The return on investment has basically been upset customers because they can't get through to us for assistance because the app and CloudTalk servers are constantly down.
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

CloudTalk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$11*

* per user

CloudTalk Editions & Modules

Edition
CloudTalk Essential$201
CloudTalk Custom-2
CloudTalk Expert$353
CloudTalk Starter$153
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
Additional Pricing Details

NICE inContact CXone

General

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

NICE inContact CXone Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
8.0
NICE inContact CXone
8.3

Likelihood to Renew

CloudTalk
NICE inContact CXone
8.6

Usability

CloudTalk
9.1
NICE inContact CXone
8.5

Reliability and Availability

CloudTalk
NICE inContact CXone
7.7

Performance

CloudTalk
NICE inContact CXone
9.0

Support Rating

CloudTalk
7.8
NICE inContact CXone
7.3

In-Person Training

CloudTalk
NICE inContact CXone
9.0

Online Training

CloudTalk
NICE inContact CXone
9.0

Implementation Rating

CloudTalk
NICE inContact CXone
8.2

Scalability

CloudTalk
NICE inContact CXone
7.3

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