Darwinbox vs NICE CXone (formerly NICE inContact)

Likelihood to Recommend

I am able to see all the HR details about my employment through this app:

Manage my organization profile.
Add my certificates and details.
Process my performance evaluation.
Apply leaves and fill the timesheet.
Search any employee of the organization and find their role, team, hierarchy.
View any tax letters, HR letters, etc.

Verified User

Manager in Marketing

Computer Software Company, 1001-5000 employees

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

Health Insurance Agent

Unified HealthInsurance, 51-200 employees

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Feature Rating Comparison

Darwinbox

NICE CXone (formerly NICE inContact)

Employee demographic data

Employment history

Job profiles and administration

Workflow for transfers, promotions, pay raises, etc.

Organizational charting

Organization and location management

Darwinbox

NICE CXone (formerly NICE inContact)

Pay calculation

Support for external payroll vendors

Off-cycle/On-Demand payment

Benefit plan administration

Salary revision and increment management

Reimbursement management

Darwinbox

NICE CXone (formerly NICE inContact)

Approval workflow

Balance details

Annual carry-forward and encashment

Darwinbox

NICE CXone (formerly NICE inContact)

View and generate pay and benefit information

Update personal information

View company policy documentation

Employee recognition

View job history

Darwinbox

NICE CXone (formerly NICE inContact)

Tracking of all physical assets

Darwinbox

NICE CXone (formerly NICE inContact)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Darwinbox

NICE CXone (formerly NICE inContact)

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Easy to use and navigate.
Simple and intuitive interface.
Covers all HR needs in one software.

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Verified User

Manager in Marketing

Computer Software Company, 1001-5000 employees

View all 1 answers on this topic

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.

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Verified User

Technician in Customer Service

Accounting Company, 1001-5000 employees

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Cons

No answers on this topic

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.

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Richard Rowland

Technical Support Supervisor

SnapAVConsumer Electronics, 1001-5000 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Verified User

Engineer in Information Technology

Automotive Company, 1001-5000 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 3 answers on this topic

Performance

No score

No answers yet

No answers on this topic

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.

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 3 answers on this topic

Support Rating

No score

No answers yet

No answers on this topic

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.

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Kevin Lintner

Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

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In-Person Training

No score

No answers yet

No answers on this topic

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.

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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

View all 2 answers on this topic

Online Training

No score

No answers yet

No answers on this topic

NICE CXone (formerly NICE inContact) 9.0

Based on 2 answers

good stuff available online help section

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Somveer Singh

Sr Manager WFM

Beachbody LLCHealth, Wellness and Fitness, 1001-5000 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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.

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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

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Alternatives Considered

No answers on this topic

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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Scalability

No score

No answers yet

No answers on this topic

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

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

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Return on Investment

The ability to view the organization structure and functional structure for the entire company.
One-stop solution for talent acquisition, payroll, leaves, reimbursements, attendance (time-sheet), holidays, etc. So I don't have to open a lot of different apps.

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Verified User

Manager in Marketing

Computer Software Company, 1001-5000 employees

View all 1 answers on this topic

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.

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Verified User

Manager in Information Technology

Transportation/Trucking/Railroad Company, 501-1000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Darwinbox

NICE CXone (formerly NICE inContact)

Darwinbox

NICE CXone (formerly NICE inContact)

Darwinbox

NICE CXone (formerly NICE inContact)

Darwinbox

NICE CXone (formerly NICE inContact)

Darwinbox

NICE CXone (formerly NICE inContact)

Darwinbox

NICE CXone (formerly NICE inContact)

Darwinbox

NICE CXone (formerly NICE inContact)

Darwinbox

NICE CXone (formerly NICE inContact)

Darwinbox

NICE CXone (formerly NICE inContact)

Darwinbox

NICE CXone (formerly NICE inContact)