What users are saying about
6 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
102 Ratings
6 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6.3 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
102 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

Eclipse CMS4

if your organization's work is developing software with JAVA, this is definitely one of the candidates to consider.
Yaron Lavi | TrustRadius Reviewer

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Eclipse CMS4
NICE inContact CXone
8.2
Agent dashboard
Eclipse CMS4
NICE inContact CXone
8.3
Validate callers
Eclipse CMS4
NICE inContact CXone
8.3
Outbound response
Eclipse CMS4
NICE inContact CXone
7.1
Call forwarding
Eclipse CMS4
NICE inContact CXone
8.1
Click-to-call (CTC)
Eclipse CMS4
NICE inContact CXone
7.1
Warm transfer
Eclipse CMS4
NICE inContact CXone
8.2
Predictive dialing
Eclipse CMS4
NICE inContact CXone
7.9
Interactive voice response
Eclipse CMS4
NICE inContact CXone
8.4
REST APIs
Eclipse CMS4
NICE inContact CXone
8.5
Call scripts
Eclipse CMS4
NICE inContact CXone
8.5
Call tracking
Eclipse CMS4
NICE inContact CXone
8.6
Multichannel integration
Eclipse CMS4
NICE inContact CXone
8.4
CRM software integration
Eclipse CMS4
NICE inContact CXone
8.6

Workforce Optimization (WFO)

Eclipse CMS4
NICE inContact CXone
8.4
Inbound call routing
Eclipse CMS4
NICE inContact CXone
9.0
Omnichannel inbound routing
Eclipse CMS4
NICE inContact CXone
8.6
Recording
Eclipse CMS4
NICE inContact CXone
8.3
Quality management
Eclipse CMS4
NICE inContact CXone
8.2
Call analytics
Eclipse CMS4
NICE inContact CXone
8.3
Historical reporting
Eclipse CMS4
NICE inContact CXone
8.1
Live reporting
Eclipse CMS4
NICE inContact CXone
7.6
Customer surveys
Eclipse CMS4
NICE inContact CXone
8.8
Customer interaction analytics
Eclipse CMS4
NICE inContact CXone
8.5

Pros

Eclipse CMS4

  • It is the mainly used IDE for JAVA developers.
  • It has good integration with most source control software products like Perforce, GIT, RTC or even TFS.
  • Relatively nice user interface.
Yaron Lavi | TrustRadius Reviewer

NICE inContact CXone

  • Ability to change the IVR to suit your needs - You can go into Studio to edit the IVR, add or remove options as necessary.
  • Integration with Salesforce - ability for the customer to enter their account number & for the agent to click on the hyperlink with the account number to open the account in Salesforce.
  • Reporting abilities - Reports can be tailored to your needs. You can report on anything you want i.e. what options were selected prior to you getting the call.
Anonymous | TrustRadius Reviewer

Cons

Eclipse CMS4

  • The IDE is clunky, hard to get around.
  • Quite a steep learning curve.
Yaron Lavi | TrustRadius Reviewer

NICE inContact CXone

  • The UI for the agent is a bit dated, especially with the Salesforce agent.
  • They don't seem to have enough UX testing done before releases and have great opportunity to improve and listen to user feedback.
  • User feedback opportunity is limited. There is nowhere visible really to submit feedback that gets tracked. The process is opaque.
Hans Hong | TrustRadius Reviewer

Likelihood to Renew

Eclipse CMS4

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

Usability

Eclipse CMS4

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.4
Based on 65 answers
It's almost perfect. The only issue is that cache/cookies clearing is pretty much the only troubleshooting we have. If there were better error reporting or a "reset" button when we're unable to accept calls, that would be a plus. When it comes to just using the tool, it is very user friendly and easy to train new hires to use
Anonymous | TrustRadius Reviewer

Support Rating

Eclipse CMS4

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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

Implementation Rating

Eclipse CMS4

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
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

Eclipse CMS4

Yaron Lavi | TrustRadius Reviewer

NICE inContact CXone

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Eclipse CMS4

  • It streamlined the development work.
  • Same training can be applied to all developers.
  • Relatively modern IDE that facilitates faster implementation times.
Yaron Lavi | TrustRadius Reviewer

NICE inContact CXone

  • We decided not to work with Attensity for our business needs because they didn't meet our requirments in terms of usability. Another group within our company does continue to work with them
  • The group that works with Attensity has been able to get deeper insights on customer satisfaction
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Eclipse CMS4

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

Eclipse CMS4
7.0
NICE inContact CXone
8.5

Likelihood to Renew

Eclipse CMS4
NICE inContact CXone
9.1

Usability

Eclipse CMS4
NICE inContact CXone
8.4

Support Rating

Eclipse CMS4
NICE inContact CXone
7.5

Implementation Rating

Eclipse CMS4
NICE inContact CXone
7.0

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