What users are saying about
1 Ratings
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Top Rated
338 Ratings
1 Ratings
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Score 9 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

Convirza

If you want to track specific campaign responses via phone this is the perfect solution, especially if you don't want to wait for someone in IT to program a number for you. There are better sales coaching and monitoring packages and this doesn't try to be that, but it does provide some valuable feedback in that arena.
Shane Adair | 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

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

Workforce Optimization (WFO)

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

Pros

Convirza

  • Love having access to numerous numbers that we can recycle at the end of campaigns.
  • It is very helpful to our sales team to identify missed opportunities and coach-up.
  • Adds a layer of attribution that we didn't have before.
  • Having the feature that announces what campaign this call is coming from is a very neat feature and should be a very valuable asset for the sales teams.
Shane Adair | 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

Convirza

  • I would like to see an API with Salesforce.
  • I would like to see an API with Marketo.
  • Conversion doesn't mean actual conversion into revenue. Would love to see the ability to get this into a full attribution model.
  • The announcement of where this call came from can be distracting to sales reps, even though it should be a great help, we disabled it because it bothered them too much.
Shane Adair | 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

Convirza

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

Convirza

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.
Jordan Fiander | TrustRadius Reviewer

Support Rating

Convirza

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.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

Convirza

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

Convirza

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

Convirza

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

Convirza

Convirza blows away what we had with Setrics. Setrics allowed us to create unique phone numbers, but it did not have anything like Convirza's conversation analytics feature. The ease with which we set-up new campaigns and numbers is so fast and simple that it only takes a minute or less. Having the recording of the calls is also head and shoulders above what we had before in just a number assignment system.
Shane Adair | 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

Convirza

  • I don't have specific numbers for a true ROI assesment but the investment is so small for us ($200/mo) that any business that comes via these calls will more than adequately cover this small cost.
  • This has been a great tool for our Inside Sales Manager as she has been able to correct habits and activities of her sales team.
  • We have had zero negative impact and this has been nothing but a help for us. It isn't a full solution but it is a step in the right direction.
Shane Adair | 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

Convirza

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

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

Convirza
9.0
NICE inContact CXone
8.3

Likelihood to Renew

Convirza
NICE inContact CXone
8.6

Usability

Convirza
NICE inContact CXone
8.5

Reliability and Availability

Convirza
NICE inContact CXone
7.7

Performance

Convirza
NICE inContact CXone
9.0

Support Rating

Convirza
NICE inContact CXone
7.3

In-Person Training

Convirza
NICE inContact CXone
9.0

Online Training

Convirza
NICE inContact CXone
9.0

Implementation Rating

Convirza
NICE inContact CXone
8.2

Scalability

Convirza
NICE inContact CXone
7.3

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