What users are saying about
8 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
108 Ratings
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.7 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
108 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

Deputy

Deputy is very well suited to clocking in for remote work, as employees can just use their phone. A clock in terminal is available to use, but we don't use that. Phone clocking in may not be the best option for sites with more limited oversight.
Christopher Cantrall | 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

Deputy
NICE inContact CXone
8.2
Agent dashboard
Deputy
NICE inContact CXone
8.2
Validate callers
Deputy
NICE inContact CXone
8.3
Outbound response
Deputy
NICE inContact CXone
7.1
Call forwarding
Deputy
NICE inContact CXone
8.1
Click-to-call (CTC)
Deputy
NICE inContact CXone
7.1
Warm transfer
Deputy
NICE inContact CXone
8.2
Predictive dialing
Deputy
NICE inContact CXone
8.0
Interactive voice response
Deputy
NICE inContact CXone
8.4
REST APIs
Deputy
NICE inContact CXone
8.5
Call scripts
Deputy
NICE inContact CXone
8.5
Call tracking
Deputy
NICE inContact CXone
8.6
Multichannel integration
Deputy
NICE inContact CXone
8.4
CRM software integration
Deputy
NICE inContact CXone
8.6

Workforce Optimization (WFO)

Deputy
NICE inContact CXone
8.4
Inbound call routing
Deputy
NICE inContact CXone
9.0
Omnichannel inbound routing
Deputy
NICE inContact CXone
8.6
Recording
Deputy
NICE inContact CXone
8.4
Quality management
Deputy
NICE inContact CXone
8.2
Call analytics
Deputy
NICE inContact CXone
8.3
Historical reporting
Deputy
NICE inContact CXone
8.1
Live reporting
Deputy
NICE inContact CXone
7.6
Customer surveys
Deputy
NICE inContact CXone
8.7
Customer interaction analytics
Deputy
NICE inContact CXone
8.5

Pros

Deputy

  • Easy timesheet entry and submittal
  • Easy export to payroll provider
  • Easy to copy and paste shifts when scheduling
  • Easy for employees to swap shifts or claim open shifts
Sander Kallshian | TrustRadius Reviewer

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

Cons

Deputy

  • Removing an employee can be made easier. When shifts are scheduled for that employee it will make you manually delete all of the future shifts versus just opening them all.
  • Customer service is terrible, when there is an issue you might not hear back for awhile if at all.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Deputy

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

Deputy

Deputy 9.0
Based on 1 answer
Timesheet tools often don't have the best usability for an outsider. Deputy bucks that trend. Everything is clean and simple in layout, and functionality is easy to identify. You don't have to waste too much time trying to find the tools you need.
Christopher Cantrall | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

Support Rating

Deputy

Deputy 10.0
Based on 1 answer
Deputy support is quick and responsive. We honestly haven't needed to reach out to their support much at all, but their live chat has been great in rare instances where we need some help.
Christopher Cantrall | TrustRadius Reviewer

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

Deputy

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

Deputy

Deputy allows for a more personalized user experience than Kronos. Notifies workers of their personal schedule for the following weeks (input by a manager). It allows users to view the work schedule of others on their team for that day, which can enable shift-swapping requests more easily.
Daniel Sale | 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

Deputy

  • Reduced payroll processing time greatly
  • Reduced need for manager editing of timesheets because employees can do it themselves before submittal.
  • Reduced confusion about shifts and schedule changes
Sander Kallshian | TrustRadius Reviewer

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

Screenshots

Pricing Details

Deputy

General

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

Deputy Editions & Modules

Edition
Scheduling Only$11
Scheduling, Time and Attendance$31
Enterprise$81
  1. per user
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

Deputy
9.9
NICE inContact CXone
8.5

Likelihood to Renew

Deputy
NICE inContact CXone
9.1

Usability

Deputy
9.0
NICE inContact CXone
8.4

Support Rating

Deputy
10.0
NICE inContact CXone
7.5

Implementation Rating

Deputy
NICE inContact CXone
7.0

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