What users are saying about
48 Ratings
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Top Rated
344 Ratings
48 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 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
344 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

Five9

Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
  1. Organizations that rely on texting.
  2. Organizations with low tech literacy on their teams.
  3. Organizations with little ability to manage tools like this.
Anonymous | 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

Five9
7.9
NICE inContact CXone
8.1
Agent dashboard
Five9
7.0
NICE inContact CXone
8.3
Validate callers
Five9
8.0
NICE inContact CXone
8.3
Outbound response
Five9
8.0
NICE inContact CXone
8.2
Call forwarding
Five9
6.0
NICE inContact CXone
8.3
Warm transfer
Five9
7.0
NICE inContact CXone
8.5
Predictive dialing
Five9
8.0
NICE inContact CXone
7.4
Call tracking
Five9
9.0
NICE inContact CXone
8.3
Multichannel integration
Five9
9.0
NICE inContact CXone
7.9
CRM software integration
Five9
9.0
NICE inContact CXone
7.9
Click-to-call (CTC)
Five9
NICE inContact CXone
8.5
Interactive voice response
Five9
NICE inContact CXone
8.0
REST APIs
Five9
NICE inContact CXone
7.8
Call scripts
Five9
NICE inContact CXone
8.0

Workforce Optimization (WFO)

Five9
9.1
NICE inContact CXone
8.3
Inbound call routing
Five9
9.0
NICE inContact CXone
8.5
Recording
Five9
9.0
NICE inContact CXone
8.5
Quality management
Five9
9.3
NICE inContact CXone
8.5
Call analytics
Five9
9.0
NICE inContact CXone
8.4
Historical reporting
Five9
9.0
NICE inContact CXone
8.3
Live reporting
Five9
9.0
NICE inContact CXone
8.4
Omnichannel inbound routing
Five9
NICE inContact CXone
8.3
Customer surveys
Five9
NICE inContact CXone
7.9
Customer interaction analytics
Five9
NICE inContact CXone
8.0

Pros

Five9

  • Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
  • Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
  • Security- We do not have to worry about security.
  • Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
  • Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
  • Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
  • Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
  • Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
Matt Zemon | TrustRadius Reviewer

NICE inContact CXone

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Five9

  • Java based desktop application is a pain to keep updated.
  • The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
  • The help center for documentation isn't well organized and the documentation needs substantial editing.
Ariana Thompson | TrustRadius Reviewer

NICE inContact CXone

  • 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.
Richard Rowland | TrustRadius Reviewer

Likelihood to Renew

Five9

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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.
Anonymous | TrustRadius Reviewer

Usability

Five9

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Five9

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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
Anonymous | TrustRadius Reviewer

Performance

Five9

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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.
Anonymous | TrustRadius Reviewer

Support Rating

Five9

Five9 8.4
Based on 12 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 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.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

Five9

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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.
Anonymous | TrustRadius Reviewer

Online Training

Five9

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

Five9

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Five9

While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.
Anonymous | 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

Scalability

Five9

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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
Anonymous | TrustRadius Reviewer

Return on Investment

Five9

  • We are able to contact more clients on a daily basis
  • We are able to record and monitor phone calls for quality assurance
  • We are able to measure all KPI's for agent performance
  • The Do Not Call list is incredibly easy to add and remove clients
Shanna Kostopulos | TrustRadius Reviewer

NICE inContact CXone

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Five9

General

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

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

Five9
7.8
NICE inContact CXone
8.3

Likelihood to Renew

Five9
NICE inContact CXone
8.6

Usability

Five9
NICE inContact CXone
8.5

Reliability and Availability

Five9
NICE inContact CXone
7.7

Performance

Five9
NICE inContact CXone
9.0

Support Rating

Five9
8.4
NICE inContact CXone
7.4

In-Person Training

Five9
NICE inContact CXone
9.0

Online Training

Five9
NICE inContact CXone
9.0

Implementation Rating

Five9
NICE inContact CXone
8.2

Scalability

Five9
NICE inContact CXone
7.3

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