What users are saying about
1 Ratings
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Top Rated
245 Ratings
1 Ratings
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Score 6 out of 100

NICE inContact CXone

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Top Rated
245 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100

Likelihood to Recommend

Lingo

Lingo is great for small to mid sized company working with big box retailers that want to manage EDI in a cost effective but also time efficient manner. If you are looking for complete automation and integration, or a highly developed interface this is not the EDI platofrm for you
Caitlin McGlynn | TrustRadius Reviewer

NICE inContact CXone

NICE is great for a replacement queue monitoring/management system. NICE also is great for employee micro management, monitoring and service agreement level expectation/results. Overall it accompanies itself with a wide range of tools and utilities, and is a certain upgrade for anyone looking for a well suited user friendly GUI System.
Jordan Fiander | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Lingo
8.0
NICE inContact CXone
User templates
Lingo
8.0
NICE inContact CXone

Contact Center Software

Lingo
NICE inContact CXone
8.2
Agent dashboard
Lingo
NICE inContact CXone
8.0
Validate callers
Lingo
NICE inContact CXone
8.5
Outbound response
Lingo
NICE inContact CXone
7.3
Call forwarding
Lingo
NICE inContact CXone
8.2
Click-to-call (CTC)
Lingo
NICE inContact CXone
7.7
Warm transfer
Lingo
NICE inContact CXone
8.2
Predictive dialing
Lingo
NICE inContact CXone
7.5
Interactive voice response
Lingo
NICE inContact CXone
8.4
REST APIs
Lingo
NICE inContact CXone
8.4
Call scripts
Lingo
NICE inContact CXone
8.6
Call tracking
Lingo
NICE inContact CXone
8.7
Multichannel integration
Lingo
NICE inContact CXone
8.5
CRM software integration
Lingo
NICE inContact CXone
8.1

Workforce Optimization (WFO)

Lingo
NICE inContact CXone
8.4
Inbound call routing
Lingo
NICE inContact CXone
9.0
Omnichannel inbound routing
Lingo
NICE inContact CXone
8.6
Recording
Lingo
NICE inContact CXone
8.3
Quality management
Lingo
NICE inContact CXone
8.0
Call analytics
Lingo
NICE inContact CXone
8.5
Historical reporting
Lingo
NICE inContact CXone
8.4
Live reporting
Lingo
NICE inContact CXone
7.6
Customer surveys
Lingo
NICE inContact CXone
8.8
Customer interaction analytics
Lingo
NICE inContact CXone
8.4

Pros

Lingo

  • User friendly, easy to see what needs to be done for each retail partner and completing all required documents
  • Its price is competitive compared to other options
  • Nice that they don't send a million update and confirmation emails like some platforms
Caitlin McGlynn | TrustRadius Reviewer

NICE inContact CXone

  • I feel the system's layout are easy to understand. I feel this is a strength because it cuts down on training time.
  • I like having a quick, nicely organized view for stats that allows me to quickly see how an employee is doing throughout the day or week.
  • Being able to integrate NICE into other systems, or with other apps, allows for the flexibility we need.
Dustin Auman | TrustRadius Reviewer

Cons

Lingo

  • Cost setup for each retail partner is steep. In this digital age, it seems like a rip off to have to pay for this service
  • ERP/Warehouse integration - it does not have the ability to integrate with our ERP setup currently.
  • Sometimes there are just one too many steps to submit documents - wish it automatically prompted to the next submission step to remember to get through all steps more easily and not get lost in submitting documents
Caitlin McGlynn | TrustRadius Reviewer

NICE inContact CXone

  • Escalating to the correct resource in customer support can sometimes take longer than needed.
  • Purchasing DIDs is much more difficult than it should be.
  • Tuning the AMD settings requires the input of a SME and cannot be done on your own.
Marvin Leininger | TrustRadius Reviewer

Likelihood to Renew

Lingo

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.0
Based on 12 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

Usability

Lingo

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.3
Based on 198 answers
I give this rating because in the years we've used them, I haven't had real issues with using NICE inContact CXone. If there has been an issue, it's addressed and handle in a timely manner. Problems have't recurred, so I know when they address it the first time, it's being fixed for the long run. It helps us as a business be able to function better and be more successful.
Louena Tauteoli | TrustRadius Reviewer

Support Rating

Lingo

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 4 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

Lingo

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 1 answer
Nice trainer from NIC
Somveer Singh | TrustRadius Reviewer

Online Training

Lingo

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 1 answer
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

Lingo

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.5
Based on 4 answers
The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.
Onavie Boyce | TrustRadius Reviewer

Alternatives Considered

Lingo

We used SPS for a brief time because our warehouse had the capability to integrate with this program. It was very expensive and the interface for manually processing was not user friendly or easy to navigate. The integration was going to be an additional large cost. Lingo, while it does not have the integration capabilities, was the lower cost and easier to use option. We could get things done quickly for a lower cost and easily teach our third party warehouse to help in the process.
Caitlin McGlynn | TrustRadius Reviewer

NICE inContact CXone

While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later than expected for not at all. Reports are run and exported in exponentially quicker times in inContact.
Kevin Lintner | TrustRadius Reviewer

Return on Investment

Lingo

  • It helps us save money on EDI processing
  • It was user friendly so we could have our warehouse take over helping us process ASNs and take over steps on processing EDI orders for no additional cost- this has saved our admin time needed for these orders
  • We were able to add all our retailer partners with specific requirements without issue. It helps us stream the processing and save time/money on these orders where the margins are not always great and the rules complicated
Caitlin McGlynn | TrustRadius Reviewer

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

Screenshots

Pricing Details

Lingo

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

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

Lingo
6.0
NICE inContact CXone
8.0

Likelihood to Renew

Lingo
NICE inContact CXone
8.0

Usability

Lingo
NICE inContact CXone
8.3

Reliability and Availability

Lingo
NICE inContact CXone
8.2

Performance

Lingo
NICE inContact CXone
8.2

Support Rating

Lingo
NICE inContact CXone
7.3

In-Person Training

Lingo
NICE inContact CXone
7.3

Online Training

Lingo
NICE inContact CXone
7.3

Implementation Rating

Lingo
NICE inContact CXone
8.5

Scalability

Lingo
NICE inContact CXone
8.2

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