<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
633 Ratings
20 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.8 out of 100

NICE CXone (formerly NICE inContact)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
633 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

HCL Sametime (formerly from IBM)

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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

We get over 3,000 calls/month for a variety of Radiology scheduling requests, so we needed a scheduling system that had the scalability and optics to allow us to manage this giant beast. We had previously been relying only on people scheduling between their visits and between checking in visitors, so we had no dedicated team of schedulers or a software to support. We are only on our first month, but have seen amazing results thus far.
Jerry Newsom | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

HCL Sametime (formerly from IBM)
8.4
NICE CXone (formerly NICE inContact)
Hosted PBX
HCL Sametime (formerly from IBM)
8.8
NICE CXone (formerly NICE inContact)
Multi-level Interactive Voice Response (IVR)
HCL Sametime (formerly from IBM)
8.8
NICE CXone (formerly NICE inContact)
User templates
HCL Sametime (formerly from IBM)
8.0
NICE CXone (formerly NICE inContact)
Call reports
HCL Sametime (formerly from IBM)
8.0
NICE CXone (formerly NICE inContact)
Directory of employee names
HCL Sametime (formerly from IBM)
8.7
NICE CXone (formerly NICE inContact)

Call Management

HCL Sametime (formerly from IBM)
8.1
NICE CXone (formerly NICE inContact)
Answering rules
HCL Sametime (formerly from IBM)
7.9
NICE CXone (formerly NICE inContact)
Call recording
HCL Sametime (formerly from IBM)
8.0
NICE CXone (formerly NICE inContact)
Call park
HCL Sametime (formerly from IBM)
8.0
NICE CXone (formerly NICE inContact)
Call screening
HCL Sametime (formerly from IBM)
8.3
NICE CXone (formerly NICE inContact)
Message alerts
HCL Sametime (formerly from IBM)
8.3
NICE CXone (formerly NICE inContact)

VoIP system collaboration

HCL Sametime (formerly from IBM)
8.0
NICE CXone (formerly NICE inContact)
Video conferencing
HCL Sametime (formerly from IBM)
7.9
NICE CXone (formerly NICE inContact)
Audio conferencing
HCL Sametime (formerly from IBM)
7.9
NICE CXone (formerly NICE inContact)
Video screen sharing
HCL Sametime (formerly from IBM)
8.0
NICE CXone (formerly NICE inContact)
Instant messaging
HCL Sametime (formerly from IBM)
8.0
NICE CXone (formerly NICE inContact)

Mobile apps

HCL Sametime (formerly from IBM)
7.4
NICE CXone (formerly NICE inContact)
Mobile app for iOS
HCL Sametime (formerly from IBM)
7.4
NICE CXone (formerly NICE inContact)
Mobile app for Android
HCL Sametime (formerly from IBM)
7.4
NICE CXone (formerly NICE inContact)

Contact Center Software

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

Workforce Optimization (WFO)

HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.2
Recording
HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.5
Quality management
HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.5
Call analytics
HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.3
Live reporting
HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.0

Pros

HCL Sametime (formerly from IBM)

  • 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 & Video mobilized quickly.
  • No down time, ever. The rock solid WebSphere back-end of Sametime means the environment is always up. Period.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

Cons

HCL Sametime (formerly from IBM)

  • Whenever I drop Sametime and relogin, I have to ask somebody else to invite me to chat rooms. It would be great to have a function to show me which chat room(s) I was previously on and give me an option to rejoin by Sametime itself.
  • Not always able to see chat history in chat room. If the invitor forget to check allow to see chat history, or the history the invitor cannot be seen, I will not be able to see.
  • Can not send files via Sametime.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
  • It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
  • When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
  • When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 10.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 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

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 8.6
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 382 answers
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
Edward Oberlton | TrustRadius Reviewer

Reliability and Availability

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 10.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 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

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 9.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
Based on 4 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

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 8.4
Based on 4 answers
A simple platform yet it saves a massive amount of time and costs for our company. It is a very straight-forward tool without complexity in using the platform. Although there are not as many features as other chat platforms, it is sufficient for my company to have internal discussions very easily. Amid busy work hours, we don't even need too many fancy features for communication. A simple yet professional tool is more than enough for business conversation.
Mogana Tashiani | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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

HCL Sametime (formerly from IBM)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.9
Based on 3 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

HCL Sametime (formerly from IBM)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

HCL Sametime (formerly from IBM)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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

HCL Sametime (formerly from IBM)

Slack is the best messaging app that I have used for work communication. Slack is actually so easy to use, and offers such a good mobile app, that I use it on my own for personal conversations. Slack offers many features that Sametime either doesn't or doesn't do well. We chose IBM Sametime because it was the first chat app that we used at our company. Many people are familiar with it and did not want to move to a new tool.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

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

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 10.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 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

HCL Sametime (formerly from IBM)

  • Licensing for existing IBM customers can be advantageous as they might actually already have a free entitlement (even if they do not know that yet) - so it can be quite cost-efficient.
  • Small environments can be fit onto a single server and run quite well
Victor Toal | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
  • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
  • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.
Gordon Ng | TrustRadius Reviewer

Screenshots

HCL Sametime (formerly from IBM)

Pricing Details

HCL Sametime (formerly from IBM)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NICE CXone (formerly NICE inContact)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

HCL Sametime (formerly from IBM)
7.6
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

HCL Sametime (formerly from IBM)
10.0
NICE CXone (formerly NICE inContact)
8.6

Usability

HCL Sametime (formerly from IBM)
8.6
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

HCL Sametime (formerly from IBM)
10.0
NICE CXone (formerly NICE inContact)
7.2

Performance

HCL Sametime (formerly from IBM)
9.0
NICE CXone (formerly NICE inContact)
8.0

Support Rating

HCL Sametime (formerly from IBM)
8.4
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
6.9

Online Training

HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

HCL Sametime (formerly from IBM)
NICE CXone (formerly NICE inContact)
8.2

Scalability

HCL Sametime (formerly from IBM)
10.0
NICE CXone (formerly NICE inContact)
6.7

Add comparison