22 Ratings
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Top Rated
757 Ratings
22 Ratings
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Score 6.2 out of 100

NICE CXone

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Top Rated
757 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Cloud PBX

    8.4

    HCL Sametime

    84%

    NICE CXone

    Feature Set Not Supported
    N/A
    HCL Sametime ranks higher in 5/5 features

    Hosted PBX

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    User templates

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Call reports

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.0
    80%
    7 Ratings
    N/A
    0 Ratings

    Call Management

    8.0

    HCL Sametime

    80%

    NICE CXone

    Feature Set Not Supported
    N/A
    HCL Sametime ranks higher in 5/5 features

    Answering rules

    8.0
    80%
    5 Ratings
    N/A
    0 Ratings

    Call recording

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Call park

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Call screening

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Message alerts

    8.0
    80%
    6 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    8.0

    HCL Sametime

    80%

    NICE CXone

    Feature Set Not Supported
    N/A
    HCL Sametime ranks higher in 4/4 features

    Video conferencing

    8.0
    80%
    6 Ratings
    N/A
    0 Ratings

    Audio conferencing

    8.0
    80%
    5 Ratings
    N/A
    0 Ratings

    Video screen sharing

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Instant messaging

    8.0
    80%
    1 Rating
    N/A
    0 Ratings

    Mobile apps

    8.0

    HCL Sametime

    80%

    NICE CXone

    Feature Set Not Supported
    N/A
    HCL Sametime ranks higher in 2/2 features

    Mobile app for iOS

    8.0
    80%
    8 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    8.0
    80%
    7 Ratings
    N/A
    0 Ratings

    Contact Center Software

    HCL Sametime

    Feature Set Not Supported
    N/A
    8.5

    NICE CXone

    85%
    NICE CXone ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.6
    86%
    510 Ratings

    Validate callers

    N/A
    0 Ratings
    8.6
    86%
    435 Ratings

    Outbound response

    N/A
    0 Ratings
    8.5
    85%
    451 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.6
    86%
    408 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.8
    88%
    370 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.8
    88%
    483 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.1
    81%
    296 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.4
    84%
    341 Ratings

    REST APIs

    N/A
    0 Ratings
    8.1
    81%
    272 Ratings

    Call scripts

    N/A
    0 Ratings
    8.2
    82%
    287 Ratings

    Call tracking

    N/A
    0 Ratings
    8.5
    85%
    463 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.5
    85%
    328 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.5
    85%
    332 Ratings

    Workforce Optimization (WFO)

    HCL Sametime

    Feature Set Not Supported
    N/A
    8.6

    NICE CXone

    86%
    NICE CXone ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.6
    86%
    467 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.6
    86%
    338 Ratings

    Recording

    N/A
    0 Ratings
    8.7
    87%
    450 Ratings

    Quality management

    N/A
    0 Ratings
    8.7
    87%
    437 Ratings

    Call analytics

    N/A
    0 Ratings
    8.7
    87%
    443 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.6
    86%
    434 Ratings

    Live reporting

    N/A
    0 Ratings
    8.6
    86%
    420 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.5
    85%
    273 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.5
    85%
    287 Ratings

    Attribute Ratings

    • HCL Sametime is rated higher in 5 areas: Likelihood to Renew, Availability, Performance, Ease of integration, Product Scalability
    • NICE CXone is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    7.0

    HCL Sametime

    70%
    10 Ratings
    8.6

    NICE CXone

    86%
    546 Ratings

    Likelihood to Renew

    10.0

    HCL Sametime

    100%
    1 Rating
    5.6

    NICE CXone

    56%
    21 Ratings

    Usability

    8.6

    HCL Sametime

    86%
    2 Ratings
    8.8

    NICE CXone

    88%
    532 Ratings

    Availability

    10.0

    HCL Sametime

    100%
    2 Ratings
    5.0

    NICE CXone

    50%
    7 Ratings

    Performance

    9.0

    HCL Sametime

    90%
    2 Ratings
    8.1

    NICE CXone

    81%
    7 Ratings

    Support Rating

    8.3

    HCL Sametime

    83%
    8 Ratings
    10.0

    NICE CXone

    100%
    7 Ratings

    In-Person Training

    HCL Sametime

    N/A
    0 Ratings
    5.6

    NICE CXone

    56%
    4 Ratings

    Online Training

    HCL Sametime

    N/A
    0 Ratings
    7.7

    NICE CXone

    77%
    5 Ratings

    Implementation Rating

    HCL Sametime

    N/A
    0 Ratings
    8.1

    NICE CXone

    81%
    9 Ratings

    Configurability

    HCL Sametime

    N/A
    0 Ratings
    7.8

    NICE CXone

    78%
    4 Ratings

    Ease of integration

    9.0

    HCL Sametime

    90%
    1 Rating
    8.2

    NICE CXone

    82%
    4 Ratings

    Product Scalability

    10.0

    HCL Sametime

    100%
    1 Rating
    6.4

    NICE CXone

    64%
    7 Ratings

    Vendor post-sale

    HCL Sametime

    N/A
    0 Ratings
    5.1

    NICE CXone

    51%
    5 Ratings

    Vendor pre-sale

    HCL Sametime

    N/A
    0 Ratings
    5.1

    NICE CXone

    51%
    5 Ratings

    Likelihood to Recommend

    HCL Technologies

    Sametime is well suited for very quick conversations, where you know the person is an active Sametime user. It also serves as an easy way to reach out to someone you may not know when looking for an answer to a quick question, as they are likely to be a Sametime user. Do not, under any circumstances, attempt to use Sametime for Audio or Video chat. The quality and reliability are horrendous.
    Read full review

    NICE

    It's well-suited for anything related to IT, customer service, and call centers. This is a great way to handle a large volume of calls as well as manage a big team. The biggest plus is that you can handle a team remotely using NICE CXone, which can be difficult to handle and manage using other call products.
    Read full review

    Pros

    HCL Technologies

    • Sametime's web-based interfaces are "zero load", requiring no plug-ins to be installed to join a meeting, launch a meeting, or use chat in a browser. A plugin is required only if you want to share your screen.
    • Integration with IBM Notes is very tight. Sametime's chat status can change according to your Notes calendar. You can easily see if someone who just emailed you is available to chat. Your chat History is right inside Notes as well.
    • IBM's mobile apps are top notch. We automated the apps for our users thanks to IBM's work with third party MDMs. This made it very simple for us to deploy the Sametime mobile apps -- Chat and Meetings -- and get new capabilities such as Audio &amp; Video mobilized quickly.
    • No down time, ever. The rock solid WebSphere back-end of Sametime means the environment is always up. Period.
    Read full review

    NICE

    • Made work from home easy - We just have to login and start calling - No landlines.
    • Easy to extract daily, monthly reports from NICE [CXone] web app.
    • Easy to monitor agents online - who is logged in and who is not.
    • Fast and reliable - Just need internet.
    Read full review

    Cons

    HCL Technologies

    • Not convenient for a large group meeting.
    • Very basic tool for internal communication only not available for third party communication
    • Very basic and limited mobile app features.
    • High speed connection is needed to connect to Sametime
    Read full review

    NICE

    • Occasionally the server will disconnect and we lose phone functionality.
    • Calls get "stuck" in the queue when they don't exist.
    • Can't remove commitments very easily when they are made.
    • Kicks you out after 2 hours. Making it annoying how you have to log back in.
    Read full review

    Pricing Details

    HCL Sametime

    Starting Price

    Editions & Modules

    HCL Sametime editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      NICE CXone

      Starting Price

      Editions & Modules

      NICE CXone editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Pricing Info

        Likelihood to Renew

        HCL Technologies

        Sametime is now an embedded experience for our users. They know it, they like it, they use it, and they expect it to be wherever they are. Because it is pretty easy to use and NEVER goes down, users know they can rely on it and won't be frustrated by it. Sametime is right up with there with Microsoft Office in terms of user adoption and appreciation.
        Read full review

        NICE

        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.
        Read full review

        Usability

        HCL Technologies

        Just about everything works the way you expect it would and it's relatively easy for users to figure out. Sametime was one of those things that we started with only a few people as a "test" and before the test period was done we discovered a few hundred people had figured out how to log in and most got it working all on their own. Many of our users want to use Sametime and do so regularly; we do not have to create policies enforcing its usage. Users find it practical to use Sametime to do things like chat, transfer files, share their screen, and so forth.
        Read full review

        NICE

        Because we can take a brand new, seasonal agent, and within a very short window, they are understanding the system and already taking calls and interacting with our customers. Due to the number of seasonal employees we bring in during the holiday season, we need the system to be intuitive.
        Read full review

        Reliability and Availability

        HCL Technologies

        Typically if Sametime is not available, it's because Windows Updates were done on the servers and they were not rebooted. However, that's not a problem with Sametime -- in fact, if you have Linux you could probably run Sametime for years without any hiccups whatsoever. We have no internal Linux expertise.
        Read full review

        NICE

        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
        Read full review

        Performance

        HCL Technologies

        Generally very good. Occasionally AV or screen-sharing will stutter and every now and then I hear of it dropping out altogether, but in all cases it was easy to re-establish
        Read full review

        NICE

        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.
        Read full review

        Support Rating

        HCL Technologies

        I have not needed to use the Sametime support team. Our local support team was able to configure it for me.
        Read full review

        NICE

        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.
        Read full review

        In-Person Training

        HCL Technologies

        No answers on this topic

        NICE

        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.
        Read full review

        Online Training

        HCL Technologies

        No answers on this topic

        NICE

        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.
        Read full review

        Implementation Rating

        HCL Technologies

        No answers on this topic

        NICE

        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.
        Read full review

        Alternatives Considered

        HCL Technologies

        We use Jabber globally in our company and Symphony (no relevant app in able list) in some of the teams as well. All these are instant messenger tools, but Sametime is the easiest one to be used and its chat history is easy to be searched. Sametime can be used to contact almost all internal staff as it’s included in default computer package. Symphony is used to chat with front end business while Jabber is used for call.
        Read full review

        NICE

        Interactive Intelligence Cisco 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.
        Read full review

        Scalability

        HCL Technologies

        Sametime is rock solid. It runs on WebSphere, DB2 and other related IBM technologies. This does mean the back-end is highly complex and very difficult to learn and get comfortable with, however.
        Read full review

        NICE

        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.
        Read full review

        Return on Investment

        HCL Technologies

        • Sametime keeps many of our team members in contact throughout the day which leads to increased productivity which makes everyone happy.
        • We use the team chat room feature every day. This allows a team to stay focused on the task without any extra messages that are not on topic.
        • The split between IBM Sametime, Slack and Google Hangouts has caused some issues when team members are not checking for messages on a certain app.
        Read full review

        NICE

        • We were able to close deals and sales to clients more effectively!
        • It is much easier for us to reach the client even if it's an International number.
        • Nice CXone has helped us a lot to communicate better with our clients.
        Read full review

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