What users are saying about
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Top Rated
344 Ratings
2 Ratings
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Score 8.2 out of 100

NICE inContact CXone

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Top Rated
344 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Glia (formerly Salemove)

It is well suited for repeatable user journeys that require a high touch and service environment. Glia excels at providing tools that enable and create engagement, in a diverse form of options and methods. It is fully customizable and integration is better than simple. Glia is probably less suited for an organization that is looking for a self-service engagement tool, not manned by users.
Thomas Cesari | 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

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

Workforce Optimization (WFO)

Glia (formerly Salemove)
NICE inContact CXone
8.3
Inbound call routing
Glia (formerly Salemove)
NICE inContact CXone
8.5
Omnichannel inbound routing
Glia (formerly Salemove)
NICE inContact CXone
8.3
Recording
Glia (formerly Salemove)
NICE inContact CXone
8.5
Quality management
Glia (formerly Salemove)
NICE inContact CXone
8.5
Call analytics
Glia (formerly Salemove)
NICE inContact CXone
8.4
Historical reporting
Glia (formerly Salemove)
NICE inContact CXone
8.3
Live reporting
Glia (formerly Salemove)
NICE inContact CXone
8.4
Customer surveys
Glia (formerly Salemove)
NICE inContact CXone
7.9
Customer interaction analytics
Glia (formerly Salemove)
NICE inContact CXone
8.0

Pros

Glia (formerly Salemove)

  • The ability to conduct a co-browse session quickly and easily has been a big hit for our customers and employee base.
  • SaleMove is always looking for creative new ideas to help provide additional value to our customers.
Anonymous | 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

Glia (formerly Salemove)

  • Lack of SMS integration.
  • The development required for integration into custom CRMs.
  • Roadmap features AI-powered initiatives, but it is a product that integrates with AI and not a new or advanced AI tool.
Thomas Cesari | 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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

Glia (formerly Salemove) 8.2
Based on 1 answer
This is Glia's largest strength. The integration and initial configuration were done exclusively by Glia, freeing up our limited technology resources. Especially at the beginning of our relationship, the customer success team on a scheduled basis assisted in the review of our data and KPIs while offering strategies to improve services and achieve higher ROI. None of these services were offered for a premium and this demonstrates the commitment Glia has to launch successful partnerships.
Thomas Cesari | 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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

The customer success team was superior, as was the possibility of pro-active engagements across all mediums and platforms. Pricing models in this space are comparable, however, the enhanced auxiliary features, as well as a stronger product road map for development, tipped the scales towards Glia. The product road map is always made available to customers, and most initiatives are deployed on time.
Thomas Cesari | 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

Glia (formerly Salemove)

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

Glia (formerly Salemove)

  • We have seen NPS results increase since using SaleMove
Anonymous | 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

Glia (formerly Salemove)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
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

Glia (formerly Salemove)
8.2
NICE inContact CXone
8.3

Likelihood to Renew

Glia (formerly Salemove)
NICE inContact CXone
8.6

Usability

Glia (formerly Salemove)
NICE inContact CXone
8.5

Reliability and Availability

Glia (formerly Salemove)
NICE inContact CXone
7.7

Performance

Glia (formerly Salemove)
NICE inContact CXone
9.0

Support Rating

Glia (formerly Salemove)
8.2
NICE inContact CXone
7.4

In-Person Training

Glia (formerly Salemove)
NICE inContact CXone
9.0

Online Training

Glia (formerly Salemove)
NICE inContact CXone
9.0

Implementation Rating

Glia (formerly Salemove)
NICE inContact CXone
8.2

Scalability

Glia (formerly Salemove)
NICE inContact CXone
7.3

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