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Top Rated
752 Ratings
72 Ratings
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Score 9 out of 100

NICE CXone

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Top Rated
752 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

  • NICE CXone ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

6.9

LivePerson CTI Platform (Tenfold)

69%
8.3

NICE CXone

83%
NICE CXone ranks higher in 13/13 features

Agent dashboard

8.0
80%
1 Rating
8.5
85%
507 Ratings

Validate callers

8.0
80%
1 Rating
8.5
85%
432 Ratings

Outbound response

8.0
80%
1 Rating
8.4
84%
448 Ratings

Click-to-call (CTC)

7.0
70%
1 Rating
8.7
87%
367 Ratings

Warm transfer

7.0
70%
1 Rating
8.7
87%
480 Ratings

Call scripts

6.0
60%
1 Rating
8.2
82%
286 Ratings

Call tracking

8.0
80%
1 Rating
8.4
84%
460 Ratings

Multichannel integration

5.0
50%
1 Rating
8.3
83%
325 Ratings

CRM software integration

5.0
50%
1 Rating
8.2
82%
329 Ratings

Call forwarding

N/A
0 Ratings
8.5
85%
405 Ratings

Predictive dialing

N/A
0 Ratings
7.9
79%
294 Ratings

Interactive voice response

N/A
0 Ratings
8.3
83%
338 Ratings

REST APIs

N/A
0 Ratings
8.0
80%
270 Ratings

Workforce Optimization (WFO)

8.0

LivePerson CTI Platform (Tenfold)

80%
8.5

NICE CXone

85%
NICE CXone ranks higher in 9/9 features

Quality management

8.0
80%
1 Rating
8.6
86%
435 Ratings

Call analytics

8.0
80%
1 Rating
8.6
86%
441 Ratings

Historical reporting

8.0
80%
1 Rating
8.4
84%
433 Ratings

Live reporting

8.0
80%
1 Rating
8.6
86%
418 Ratings

Customer surveys

8.0
80%
1 Rating
8.4
84%
272 Ratings

Customer interaction analytics

8.0
80%
1 Rating
8.3
83%
285 Ratings

Inbound call routing

N/A
0 Ratings
8.6
86%
465 Ratings

Omnichannel inbound routing

N/A
0 Ratings
8.5
85%
336 Ratings

Recording

N/A
0 Ratings
8.6
86%
448 Ratings

Attribute Ratings

  • LivePerson CTI Platform (Tenfold) is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

LivePerson CTI Platform (Tenfold)

90%
64 Ratings
8.5

NICE CXone

85%
543 Ratings

Likelihood to Renew

LivePerson CTI Platform (Tenfold)

N/A
0 Ratings
6.5

NICE CXone

65%
21 Ratings

Usability

LivePerson CTI Platform (Tenfold)

N/A
0 Ratings
8.7

NICE CXone

87%
529 Ratings

Availability

LivePerson CTI Platform (Tenfold)

N/A
0 Ratings
5.5

NICE CXone

55%
7 Ratings

Performance

LivePerson CTI Platform (Tenfold)

N/A
0 Ratings
8.1

NICE CXone

81%
7 Ratings

Support Rating

LivePerson CTI Platform (Tenfold)

N/A
0 Ratings
7.4

NICE CXone

74%
6 Ratings

In-Person Training

LivePerson CTI Platform (Tenfold)

N/A
0 Ratings
5.9

NICE CXone

59%
4 Ratings

Online Training

LivePerson CTI Platform (Tenfold)

N/A
0 Ratings
7.8

NICE CXone

78%
5 Ratings

Implementation Rating

LivePerson CTI Platform (Tenfold)

N/A
0 Ratings
8.1

NICE CXone

81%
9 Ratings

Product Scalability

LivePerson CTI Platform (Tenfold)

N/A
0 Ratings
6.5

NICE CXone

65%
7 Ratings

Likelihood to Recommend

LivePerson CTI Platform (Tenfold)

If there are situations where a customer is hard to reach, Tenfold allows easy pushing forward of reminders.In a high volume call system, it provides the ability to focus on your productivity and let Tenfold worry about the call logging, scheduling, and general call management on a day by day basis.
Ricky Fox | TrustRadius Reviewer

NICE CXone

Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.
Anonymous | TrustRadius Reviewer

Pros

LivePerson CTI Platform (Tenfold)

  • Integrates very well with Salesforce, our CRM software. As we disposition calls, the notes automatically generate on my customer's accounts, saving me valuable steps in documentation.
  • Call metrics gathered in Tenfold are used for measuring productivity across all of the sales team. Reporting is done through Salesforce, once again speaking volumes of the integration capabilities.
  • The clarity and consistency of quality of calls are outstanding! Very little delay, static or feedback.
Linda Brann | TrustRadius Reviewer

NICE CXone

  • 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.
Charanjeet Singh | TrustRadius Reviewer

Cons

LivePerson CTI Platform (Tenfold)

  • There is no ability to customize the popup. It is stuck in one place (bottom right) and can't be moved. Just adding something as simple as being able to move it up and down would make a world of a difference. I don't know how many times the popup got in the way of other information I was trying to look at.
  • It would, of course, be a much better product if the popup were it's own app that could be docked anywhere on the screen. Tying the popup to Chrome really keeps this software from being the best it could be.
  • There are no skins, color options, customize options, or anything like that for the popup window. There is nothing you can do to affect how it looks, what information is on it, and where it is docked. Solve those three issues, and you have an amazing tool that is flexible and personable.
Joel Brache | TrustRadius Reviewer

NICE CXone

  • 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.
Anonymous | TrustRadius Reviewer

Pricing Details

LivePerson CTI Platform (Tenfold)

General

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

Starting Price

NICE CXone

General

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

Starting Price

Likelihood to Renew

LivePerson CTI Platform (Tenfold)

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 6.5
Based on 21 answers
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.
Vinicius Leite | TrustRadius Reviewer

Usability

LivePerson CTI Platform (Tenfold)

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 8.7
Based on 529 answers
In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.
Loreto Destura | TrustRadius Reviewer

Reliability and Availability

LivePerson CTI Platform (Tenfold)

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 5.5
Based on 7 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

LivePerson CTI Platform (Tenfold)

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 8.1
Based on 7 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

LivePerson CTI Platform (Tenfold)

No score
No answers yet
No answers on this topic

NICE CXone

NICE 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

LivePerson CTI Platform (Tenfold)

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 5.9
Based on 4 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

LivePerson CTI Platform (Tenfold)

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 7.8
Based on 5 answers
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.
Dailson Laurentino | TrustRadius Reviewer

Implementation Rating

LivePerson CTI Platform (Tenfold)

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 8.1
Based on 9 answers
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.
Dailson Laurentino | TrustRadius Reviewer

Alternatives Considered

LivePerson CTI Platform (Tenfold)

In fairness, this product was rolled out to our entire team, and therefore I have not used other (similar) call tracking software. That said, I have been very pleased with all of the features it does offer, and would be reluctant to change products based on the successes in productivity we've experienced with Tenfold. If anything, we would hope to continue to see improvements in this product, rather than switching to something else
Anonymous | TrustRadius Reviewer

NICE 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

LivePerson CTI Platform (Tenfold)

No score
No answers yet
No answers on this topic

NICE CXone

NICE CXone 6.5
Based on 7 answers
As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.
Vinicius Leite | TrustRadius Reviewer

Return on Investment

LivePerson CTI Platform (Tenfold)

  • We have made more sales because of the ease of completing transactions.
  • The product is a bit more costly up front so that should be taken into consideration.
  • It is easier to reach customers on phone and chat so we can make more sales.
Anonymous | TrustRadius Reviewer

NICE CXone

  • 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

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