Fuze vs. NICE CXone

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Fuze
Score 7.6 out of 10
Enterprise companies (1,001+ employees)
Fuze is a cloud-based unified communications platform that includes IP PBX voice service, video conferencing, and collaboration tools such as content sharing and instant messaging capabilities. It also integrates with a wide range of popular CTI, CRM, and click-to-call solutions.
$15
per month
NICE CXone
Score 7.9 out of 10
N/A
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month per user
Pricing
FuzeNICE CXone
Editions & Modules
US Outbound
$0.02
Per Minute
Fuze Meetings
$15
Per User/Per Month
Digital Agent
$71
per month per user
Voice Agent
$94
per month per user
Omnichannel Agent
$110
per month per user
Essential Suite
$135
per month per user
Core Suite
$169
per month per user
Complete Suite
$209
per month per user
Offerings
Pricing Offerings
FuzeNICE CXone
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details
More Pricing Information
Community Pulse
FuzeNICE CXone
Considered Both Products
Fuze
Chose Fuze
Fuze was far more expensive and more complicated to set up. Our current platform took a few days to set up with SSO. Our contact center took a bit longer but works amazingly.
Chose Fuze
Incontact is expensive but seems to be the only option we have out right now that meets our needs. I would like to switch but our talks with Fuze didn't go very far because we have so much built with Incontact that it was hard to duplicate between fuze and Incontact.
Chose Fuze
We started looking at inContact, Jive and Five9. We went with Fuze because it was cheaper. Now we're going to go with something a little higher end
Chose Fuze
Sales Force integration, data sharing, and integration would be HUGE. Being able to cross-reference call meta-data with cases and accounts in SF would bridge a major gap in productivity.
Chose Fuze
We find none of these solutions give us end to end direct dialling, contact center and collaboration.
Chose Fuze

InContact - Cosmocom....IC is top notch, ticket and help is amazing. Fuze has some work to do to be considered on that level.

Fuze does beat out Cosmocom for sure.

Chose Fuze
I used Cisco's voip system which was lacking in features. and some of our customer facing support divisions used incontact which was a horrible experience for everyone.
NICE CXone
Chose NICE CXone
Cosmo had zero support and growth flexibility
Top Pros
Top Cons
Features
FuzeNICE CXone
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Fuze
5.9
111 Ratings
33% below category average
NICE CXone
-
Ratings
Hosted PBX5.578 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)6.373 Ratings00 Ratings
User templates5.360 Ratings00 Ratings
Call reports6.592 Ratings00 Ratings
Directory of employee names6.0107 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Fuze
6.8
107 Ratings
21% below category average
NICE CXone
-
Ratings
Answering rules7.199 Ratings00 Ratings
Call recording6.489 Ratings00 Ratings
Call park7.273 Ratings00 Ratings
Message alerts6.693 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Fuze
7.4
91 Ratings
11% below category average
NICE CXone
-
Ratings
Video conferencing7.377 Ratings00 Ratings
Audio conferencing7.590 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Fuze
8.1
103 Ratings
3% below category average
NICE CXone
-
Ratings
Mobile app for iOS8.194 Ratings00 Ratings
Mobile app for Android8.177 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Fuze
-
Ratings
NICE CXone
8.1
547 Ratings
3% below category average
Agent dashboard00 Ratings8.7527 Ratings
Validate callers00 Ratings8.3444 Ratings
Outbound response00 Ratings9.0464 Ratings
Call forwarding00 Ratings7.9420 Ratings
Click-to-call (CTC)00 Ratings8.2382 Ratings
Warm transfer00 Ratings8.5500 Ratings
Predictive dialing00 Ratings8.2302 Ratings
Interactive voice response00 Ratings8.8352 Ratings
REST APIs00 Ratings6.1285 Ratings
Call scripts00 Ratings6.2303 Ratings
Call tracking00 Ratings8.4481 Ratings
Multichannel integration00 Ratings8.3343 Ratings
CRM software integration00 Ratings9.2342 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Fuze
-
Ratings
NICE CXone
7.9
525 Ratings
5% below category average
Inbound call routing00 Ratings8.0485 Ratings
Omnichannel inbound routing00 Ratings7.8354 Ratings
Recording00 Ratings8.4467 Ratings
Quality management00 Ratings7.5452 Ratings
Call analytics00 Ratings8.3460 Ratings
Historical reporting00 Ratings8.6451 Ratings
Live reporting00 Ratings8.3437 Ratings
Customer surveys00 Ratings5.9281 Ratings
Customer interaction analytics00 Ratings8.2299 Ratings
Best Alternatives
FuzeNICE CXone
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FuzeNICE CXone
Likelihood to Recommend
8.0
(116 ratings)
8.4
(578 ratings)
Likelihood to Renew
7.7
(20 ratings)
9.2
(24 ratings)
Usability
7.1
(12 ratings)
8.4
(552 ratings)
Availability
8.9
(3 ratings)
3.7
(7 ratings)
Performance
8.0
(3 ratings)
9.2
(7 ratings)
Support Rating
7.4
(88 ratings)
8.0
(5 ratings)
In-Person Training
8.0
(2 ratings)
3.1
(4 ratings)
Online Training
9.0
(2 ratings)
7.0
(5 ratings)
Implementation Rating
8.0
(111 ratings)
8.0
(8 ratings)
Configurability
8.7
(3 ratings)
7.0
(4 ratings)
Ease of integration
8.0
(3 ratings)
7.0
(4 ratings)
Product Scalability
7.8
(3 ratings)
6.7
(7 ratings)
Vendor post-sale
8.6
(3 ratings)
4.4
(5 ratings)
Vendor pre-sale
8.0
(3 ratings)
4.4
(5 ratings)
User Testimonials
FuzeNICE CXone
Likelihood to Recommend
Fuze
Fuze has way more capability than we need for our small office so it might be best suited for large installations, call centers, and complex environments. Our office is small and our needs [are] minimal, so when we need support we are challenged to understand the support person due to our lack of technical sophistication. We sometimes feel like we should switch to a solution more geared for consumers or SOHO. Nevertheless, Fuze provides reliable service at [a] reasonable cost that meets our needs, and because support is rarely needed we are happy with them most of the time, i.e. when support isn't needed.
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NICE Systems
NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
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Pros
Fuze
  • Support Team - the best I have ever worked with. They help 24/7 on any issue I could come across. Usually it is an item I could fix myself and they fix it and show me how to fix the same issue if I have it in the future.
  • Contact Center - We do Commercial Collections involving Sales and Collections. We have 50 people on the phone at one time. Contact Center lets a Manager listen live and gives help if the rep needs help selling or collecting.
  • Pandemic 2020 - without Fuze we would have been unable to work for 3 months. They saved our "rears" since we already had all their services up and running for years.
Read full review
NICE Systems
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
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Cons
Fuze
  • Desktop application stability and compatibility with certain hardware.
  • Better installation - Per-user and per-computer installs sometimes compete with one another and/or upgrades fail to install.
  • [The] desktop app is not best for touchscreen-enabled devices due to lack of ability to scroll through messages using a finger or stylus.
Read full review
NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Likelihood to Renew
Fuze
Fuze is a solid application that is a great asset to the business for our sales staff to make daily calls to clients and candidates. Managers can monitor call data and times to keep up to date with team performance, as well as monitor calls for users on their team. The Fuze/MS Teams integration is an exciting prospect that would be very beneficial to us as a business, for seamless integration between the 2 platforms.
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NICE Systems
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
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Usability
Fuze
Fuze was built with the end-user in mind. It was built to have a common interface on mobile and desktop. Fuze Web is new, and it also has the exact same interface as the desktop and mobile, and they are still working on the ability to make phone calls from the browser itself, currently it can do meetings just fine. Everything about Fuze was built with the end-user in mind.
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NICE Systems
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
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Reliability and Availability
Fuze
We've had a few outages over the past year. More than other vendors I've used. They usually have outages fixed within an hour. The downside is they do not provide root cause of outages. If they do at takes them at least a month to get it to you
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NICE Systems
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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Performance
Fuze
Since Fuze runs across multiple devices and platforms they really strived to make a lightweight interface that is optimized for phone calls, chat, and collaboration. The web client loads fast, the chat is always up-to-date, phone calls arrive on-time. The desktop client is the most feature rich and basically it just adds desktop sharing functionality as well as VoIP for calling, and the mobile client doesn't consume a lot of battery, and it stays running to get phone calls, chats, and can do meetings over Wifi, Cellular Data, or Cellular voice.
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NICE Systems
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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Support Rating
Fuze
Our experience with Fuze support has been overall very positive. Their technicians seem to be well trained and able to handle a variety of requests and issues without unnecessary delays or extensive troubleshooting. Fuze allows enough customer access to avoid the need to call support for every little issue but is ready to assist when issues are beyond our capabilities to resolve.
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NICE Systems
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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In-Person Training
Fuze
At many of our sites with more than 50 users, Fuze sent someone onsite to train. This worked surprisingly well, as the trainer allowed the users to set the pace and answered TONS of questions. Fuze has a very streamlined training process, their staff is very professional, very knowledgeable and very engaging.
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NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
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Online Training
Fuze
Fuze has vast amounts of training videos and guides on how to use its products and services. There are literally endless-hours of training and I often point end-users to a particular video which addresses the specific needs of the user, for example: how to check voicemail. Or, how to share your desktop, etc.
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NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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Implementation Rating
Fuze
Personally, I didn't have any trouble getting started with Fuze. It was installed on my computer on my first day and I was good to go! Little to no hiccups. I was not with the company when they first adapted Fuze so I can not speak to the implementation as a whole.
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NICE Systems
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
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Alternatives Considered
Fuze
Fuze was far more expensive and more complicated to set up. Our current platform took a few days to set up with SSO. Our contact center took a bit longer but works amazingly.
Read full review
NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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Scalability
Fuze
Fuze does have scalability limits but most of that is how many end-points they can put on a virtual PBX, or VCX as they call them, I THINK its limit is somewhere between 2,000 and 5,000, but we've not had issues with that because we have put users into various VCXs some by location, some by department or function. Either way, we have 7,000 currently deployed, and are going to end up with over 15,000 when we are done, Fuze is VERY scalable.
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NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Return on Investment
Fuze
  • We receive constant negative feedback from mangers about the system not functioning correctly. (This is mainly due to lack of support from Fuze)
  • This has had a positive impact in that the system is cheaper and we are missing less calls due to the functionality of the system.
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NICE Systems
  • CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization.
  • With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients.
  • The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion.
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ScreenShots

NICE CXone Screenshots

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives  agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.