What users are saying about
1 Ratings
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Top Rated
116 Ratings
1 Ratings
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Score 10 out of 100

NICE inContact CXone

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
116 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Likelihood to Recommend

Motus

I can speak from experience as a remote sales representative. Tracking mileage cuts into my time that could be spent on prospects and submitting more business.
Jarrod Mobley | TrustRadius Reviewer

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Motus
NICE inContact CXone
8.3
Agent dashboard
Motus
NICE inContact CXone
8.4
Validate callers
Motus
NICE inContact CXone
8.4
Outbound response
Motus
NICE inContact CXone
7.4
Call forwarding
Motus
NICE inContact CXone
8.3
Click-to-call (CTC)
Motus
NICE inContact CXone
7.4
Warm transfer
Motus
NICE inContact CXone
8.3
Predictive dialing
Motus
NICE inContact CXone
8.3
Interactive voice response
Motus
NICE inContact CXone
8.6
REST APIs
Motus
NICE inContact CXone
8.4
Call scripts
Motus
NICE inContact CXone
8.7
Call tracking
Motus
NICE inContact CXone
8.7
Multichannel integration
Motus
NICE inContact CXone
8.6
CRM software integration
Motus
NICE inContact CXone
8.5

Workforce Optimization (WFO)

Motus
NICE inContact CXone
8.4
Inbound call routing
Motus
NICE inContact CXone
9.0
Omnichannel inbound routing
Motus
NICE inContact CXone
8.6
Recording
Motus
NICE inContact CXone
8.4
Quality management
Motus
NICE inContact CXone
8.2
Call analytics
Motus
NICE inContact CXone
8.3
Historical reporting
Motus
NICE inContact CXone
8.1
Live reporting
Motus
NICE inContact CXone
7.6
Customer surveys
Motus
NICE inContact CXone
8.9
Customer interaction analytics
Motus
NICE inContact CXone
8.5

Pros

Motus

  • Saves time by automatically tracking mileage for me.
  • Easily submit mileage at the end of the month.
  • Easy to edit mileage if needed.
Jarrod Mobley | TrustRadius Reviewer

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

Cons

Motus

  • Drains your phone battery.
Jarrod Mobley | TrustRadius Reviewer

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Motus

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 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

Motus

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.5
Based on 79 answers
Overall, this platform is incredibly useful. I love that I am able to get context before and after calls, easily reconnect after a drop, and manage my pipeline through incoming and outgoing sources. The only thing I would change is to simply make it look a little more modern. Outside of that, it's a perfect tool.
Anonymous | TrustRadius Reviewer

Support Rating

Motus

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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

Implementation Rating

Motus

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
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

Motus

No answers on this topic

NICE inContact 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

Return on Investment

Motus

  • More time spent prospecting.
  • Able to hit objectives much easier.
Jarrod Mobley | 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

Motus

General

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

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

Motus
10.0
NICE inContact CXone
8.6

Likelihood to Renew

Motus
NICE inContact CXone
9.1

Usability

Motus
NICE inContact CXone
8.5

Support Rating

Motus
NICE inContact CXone
7.5

Implementation Rating

Motus
NICE inContact CXone
7.0

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