What users are saying about
231 Ratings
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Top Rated
757 Ratings
231 Ratings
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Score 3.1 out of 100

NICE CXone

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Top Rated
757 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.6 out of 100

Feature Set Ratings

    Contact Center Software

    HotSchedules

    Feature Set Not Supported
    N/A
    8.6

    NICE CXone

    86%
    NICE CXone ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.7
    87%
    510 Ratings

    Validate callers

    N/A
    0 Ratings
    8.7
    87%
    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
    8.9
    89%
    483 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.3
    83%
    296 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.6
    86%
    341 Ratings

    REST APIs

    N/A
    0 Ratings
    8.2
    82%
    272 Ratings

    Call scripts

    N/A
    0 Ratings
    8.2
    82%
    287 Ratings

    Call tracking

    N/A
    0 Ratings
    8.6
    86%
    463 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.6
    86%
    328 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.6
    86%
    332 Ratings

    Workforce Optimization (WFO)

    HotSchedules

    Feature Set Not Supported
    N/A
    8.7

    NICE CXone

    87%
    NICE CXone ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.7
    87%
    467 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.7
    87%
    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
    8.8
    88%
    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
    8.7
    87%
    273 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.6
    86%
    287 Ratings

    Attribute Ratings

    • HotSchedules is rated higher in 1 area: Likelihood to Renew
    • NICE CXone is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • HotSchedules and NICE CXone are tied in 1 area: Usability

    Likelihood to Recommend

    1.2

    HotSchedules

    12%
    167 Ratings
    8.6

    NICE CXone

    86%
    546 Ratings

    Likelihood to Renew

    9.1

    HotSchedules

    91%
    2 Ratings
    5.0

    NICE CXone

    50%
    21 Ratings

    Usability

    8.9

    HotSchedules

    89%
    12 Ratings
    8.9

    NICE CXone

    89%
    532 Ratings

    Availability

    HotSchedules

    N/A
    0 Ratings
    4.7

    NICE CXone

    47%
    7 Ratings

    Performance

    HotSchedules

    N/A
    0 Ratings
    8.3

    NICE CXone

    83%
    7 Ratings

    Support Rating

    8.9

    HotSchedules

    89%
    8 Ratings
    10.0

    NICE CXone

    100%
    7 Ratings

    In-Person Training

    HotSchedules

    N/A
    0 Ratings
    5.5

    NICE CXone

    55%
    4 Ratings

    Online Training

    HotSchedules

    N/A
    0 Ratings
    7.7

    NICE CXone

    77%
    5 Ratings

    Implementation Rating

    HotSchedules

    N/A
    0 Ratings
    8.0

    NICE CXone

    80%
    9 Ratings

    Configurability

    HotSchedules

    N/A
    0 Ratings
    7.8

    NICE CXone

    78%
    4 Ratings

    Ease of integration

    HotSchedules

    N/A
    0 Ratings
    8.3

    NICE CXone

    83%
    4 Ratings

    Product Scalability

    HotSchedules

    N/A
    0 Ratings
    6.4

    NICE CXone

    64%
    7 Ratings

    Vendor post-sale

    HotSchedules

    N/A
    0 Ratings
    5.0

    NICE CXone

    50%
    5 Ratings

    Vendor pre-sale

    HotSchedules

    N/A
    0 Ratings
    5.0

    NICE CXone

    50%
    5 Ratings

    Likelihood to Recommend

    HotSchedules and Fourth

    For small to medium-sized companies HotSchedules works great when business is very static. If you are simply using HotSchedules for a schedule writing tool, it is phenomenal. However, it does miss the mark as a labor control software. Needs more controls to keep managers aware of spending versus historical sales data.
    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

    HotSchedules and Fourth

    • Communication is so simple on HotSchedules. Whether it is communicating a new schedule release, or a quick note about tonight's shift we as managers are able to easily communicate and know that it will reach our team through text notifications, or email notifications.
    • The Meal Break planning tool is very useful in being able to help our floor leaders clearly understand and plan for what breaks are needed throughout the shift. This allows them to come up with a strategic game plan quickly and spend more time with our guests.
    • Shift Swaps and Releases are so seamless. This is our favorite tool as it makes helping our team cover shifts extremely easy and painless. On the flip side it also makes staff who want more hours be able to find what is available in real time.
    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

    HotSchedules and Fourth

    • Clocking In and out can be a little slow. It takes longer to clock in then our previous method. Before we just had a card you swiped and it would clock you in. Took 2 seconds. Now with the Hotschdules method we use it take 30 seconds or so. Not a huge issue but it can add up if you have one computer and a line of employees waiting to clock in.
    • Time Cards. It does not allow you to view someones current time until the "punch" has ended. If the manager would like to check what time the employee clocked in/out from lunch they have to wait until the employee has clocked out for the day before the record is generated. As a shift lead you may send and employee to lunch but forget to note what time you sent them. Awhile passes and you feel like they should be back by now, so you want to go in and see what time they left for lunch but it does not show you that punch record because the employee is still "clocked in" they are just on their "Meal Break"
    • The ability to customize the restrictions for Clocking in and out. You can set it up so that employees can only clock in from a specific location, however if you have a manager who is allowed to work from home they would not be able to clock in without being at the same location as set in the software. It would be nice to see it able to be customized per user.
    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

    HotSchedules

    Starting Price

    Editions & Modules

    HotSchedules 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

        HotSchedules and Fourth

        Ease of use, efficiently creating and posting staff schedules.
        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

        HotSchedules and Fourth

        6 Years of Experience provides me the insight on the upgrades and changes that HotSchedules has done to improve the experience of its users. There are so many features that we still have not started or used to the fullest, but we believe that we are currently getting a strong value out of the money that is paid for this product.
        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

        HotSchedules and Fourth

        No answers on this topic

        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

        HotSchedules and Fourth

        No answers on this topic

        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

        HotSchedules and Fourth

        On rare occasions a phone call has been required to find the solution to a problem, the HotSchedules response staff have been helpful, courteous, and genuinely seem to care for their clients and take pride in what they do. The consistent development and fine tuning of the platform, interface, and mobile environment shows that this is not a program full of people who rest on their laurels.
        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

        HotSchedules and Fourth

        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

        HotSchedules and Fourth

        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

        HotSchedules and Fourth

        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

        HotSchedules and Fourth

        I have not used any other Scheduling software for employees. As a campground manager in the summer season, we are using campground master for reservations. it is very similar in process to employee scheduling. the ability to the user of that program to set up their own parameters for time and reservations is something that would benefit the employee scheduling software.
        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

        HotSchedules and Fourth

        No answers on this topic

        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

        HotSchedules and Fourth

        • Saving time on scheduling means our managers can focus more on guest experience, managing the floor and other areas that contribute to the success of our business.
        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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