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Top Rated
758 Ratings
28 Ratings
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Score 7.8 out of 100

NICE CXone

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Top Rated
758 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

    Cloud PBX

    8.3

    MiVoice Office Application Suite

    83%

    NICE CXone

    Feature Set Not Supported
    N/A
    MiVoice Office Application Suite (Mitel Application Suite) ranks higher in 3/3 features

    Hosted PBX

    8.2
    82%
    4 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    8.6
    86%
    4 Ratings
    N/A
    0 Ratings

    Directory of employee names

    9.3
    93%
    7 Ratings
    N/A
    0 Ratings

    Call Management

    9.2

    MiVoice Office Application Suite

    92%

    NICE CXone

    Feature Set Not Supported
    N/A
    MiVoice Office Application Suite (Mitel Application Suite) ranks higher in 5/5 features

    Answering rules

    9.6
    96%
    7 Ratings
    N/A
    0 Ratings

    Call recording

    9.3
    93%
    5 Ratings
    N/A
    0 Ratings

    Call park

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Call screening

    9.4
    94%
    5 Ratings
    N/A
    0 Ratings

    Message alerts

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Mobile apps

    9.2

    MiVoice Office Application Suite

    92%

    NICE CXone

    Feature Set Not Supported
    N/A
    MiVoice Office Application Suite (Mitel Application Suite) ranks higher in 2/2 features

    Mobile app for iOS

    9.4
    94%
    5 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    8.9
    89%
    3 Ratings
    N/A
    0 Ratings

    Contact Center Software

    MiVoice Office Application Suite

    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
    8.6
    86%
    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
    8.3
    83%
    287 Ratings

    Call tracking

    N/A
    0 Ratings
    8.6
    86%
    463 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.7
    87%
    328 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.6
    86%
    332 Ratings

    Workforce Optimization (WFO)

    MiVoice Office Application Suite

    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
    8.8
    88%
    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

    • MiVoice Office Application Suite (Mitel Application Suite) is rated higher in 1 area: Likelihood to Recommend
    • NICE CXone is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    8.9

    MiVoice Office Application Suite

    89%
    7 Ratings
    8.6

    NICE CXone

    86%
    546 Ratings

    Likelihood to Renew

    MiVoice Office Application Suite

    N/A
    0 Ratings
    4.9

    NICE CXone

    49%
    21 Ratings

    Usability

    MiVoice Office Application Suite

    N/A
    0 Ratings
    8.9

    NICE CXone

    89%
    532 Ratings

    Availability

    MiVoice Office Application Suite

    N/A
    0 Ratings
    4.6

    NICE CXone

    46%
    7 Ratings

    Performance

    MiVoice Office Application Suite

    N/A
    0 Ratings
    8.3

    NICE CXone

    83%
    7 Ratings

    Support Rating

    8.8

    MiVoice Office Application Suite

    88%
    8 Ratings
    10.0

    NICE CXone

    100%
    7 Ratings

    In-Person Training

    MiVoice Office Application Suite

    N/A
    0 Ratings
    5.5

    NICE CXone

    55%
    4 Ratings

    Online Training

    MiVoice Office Application Suite

    N/A
    0 Ratings
    7.7

    NICE CXone

    77%
    5 Ratings

    Implementation Rating

    MiVoice Office Application Suite

    N/A
    0 Ratings
    8.0

    NICE CXone

    80%
    9 Ratings

    Configurability

    MiVoice Office Application Suite

    N/A
    0 Ratings
    7.8

    NICE CXone

    78%
    4 Ratings

    Ease of integration

    MiVoice Office Application Suite

    N/A
    0 Ratings
    8.3

    NICE CXone

    83%
    4 Ratings

    Product Scalability

    MiVoice Office Application Suite

    N/A
    0 Ratings
    6.4

    NICE CXone

    64%
    7 Ratings

    Vendor post-sale

    MiVoice Office Application Suite

    N/A
    0 Ratings
    4.9

    NICE CXone

    49%
    5 Ratings

    Vendor pre-sale

    MiVoice Office Application Suite

    N/A
    0 Ratings
    4.9

    NICE CXone

    49%
    5 Ratings

    Likelihood to Recommend

    Mitel Networks Corporation

    Mitel is useful for larger organizations where instant messaging can be used throughout departments and in-house phones need to be set to cell phones. I wouldn't say that it's not appropriate for smaller organizations, but they might not need all of the robust features that Mitel offers. The user experience is extremely intuitive and organizations of any scale will be able to easily navigate it.
    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

    Mitel Networks Corporation

    • Call reporting
    • Voicemail system and transfers: This is one of my favorite features! I am able to transfer voicemails and leave notes for my team. It also comes in an email notification.
    • Integrated with our email system.
    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

    Mitel Networks Corporation

    • It would be nice if they had more documentation on how to do things within the system that was easier to find.
    • The software has so many features that it can be overwhelming.
    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

    MiVoice Office Application Suite

    Starting Price

    Editions & Modules

    MiVoice Office Application Suite 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

        Mitel Networks Corporation

        No answers on this topic

        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

        Mitel Networks Corporation

        No answers on this topic

        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

        Mitel Networks Corporation

        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

        Mitel Networks Corporation

        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

        Mitel Networks Corporation

        Great technical support. My only recommendation would be to have staffed support after hours. They have an after hours answering service and while the technicians always called back it would be good to reach support immediately 24/7. Technicians are very knowledgeable and helpful as is their sales staff. They also have great training to take.
        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

        Mitel Networks Corporation

        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

        Mitel Networks Corporation

        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

        Mitel Networks Corporation

        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

        Mitel Networks Corporation

        In retrospect, Mitel was not the right solution for us but it has sufficed while we look for a replacement that integrates with our CRM. Skype for Business was being phased out, we were currently using RingCentral, and we anticipated the conversion back to ShoreTel (we had a hosted environment in the past) would be similar to our previous experience with the system. The Cloud-based software and technology, however, did not meet up to the hosted environments capabilities, at least when it came to call-management
        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

        Mitel Networks Corporation

        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

        Mitel Networks Corporation

        • Efficient, easy to use conference system for better communication
        • Useful mobile app to allow employee presence while out of office.
        • Global directory removed the need for employees to maintain one.
        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

        Screenshots

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