What users are saying about
162 Ratings
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Based on 162 reviews and ratings
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
Based on 752 reviews and ratings
Feature Set Ratings
Cloud PBX

7.8
NetFortris
78%
NICE CXone
Feature Set Not Supported
N/A
NetFortris ranks higher in 5/5 features
NetFortris ranks higher in 5/5 features
Hosted PBX

7.0
70%
58 Ratings
N/A
0 Ratings
Multi-level Interactive Voice Response (IVR)

6.0
60%
46 Ratings
N/A
0 Ratings
User templates

6.8
68%
2 Ratings
N/A
0 Ratings
Call reports

9.0
90%
78 Ratings
N/A
0 Ratings
Directory of employee names

10.0
100%
78 Ratings
N/A
0 Ratings
Call Management

7.4
NetFortris
74%
NICE CXone
Feature Set Not Supported
N/A
NetFortris ranks higher in 5/5 features
NetFortris ranks higher in 5/5 features
Answering rules

7.0
70%
89 Ratings
N/A
0 Ratings
Call recording

7.0
70%
67 Ratings
N/A
0 Ratings
Call park

6.0
60%
73 Ratings
N/A
0 Ratings
Call screening

8.0
80%
67 Ratings
N/A
0 Ratings
Message alerts

9.0
90%
78 Ratings
N/A
0 Ratings
VoIP system collaboration

7.5
NetFortris
75%
NICE CXone
Feature Set Not Supported
N/A
NetFortris ranks higher in 2/2 features
NetFortris ranks higher in 2/2 features
Video conferencing

7.0
70%
17 Ratings
N/A
0 Ratings
Audio conferencing

8.0
80%
54 Ratings
N/A
0 Ratings
Mobile apps

9.0
NetFortris
90%
NICE CXone
Feature Set Not Supported
N/A
NetFortris ranks higher in 2/2 features
NetFortris ranks higher in 2/2 features
Mobile app for iOS

9.0
90%
46 Ratings
N/A
0 Ratings
Mobile app for Android

9.0
90%
33 Ratings
N/A
0 Ratings
Contact Center Software

NetFortris
Feature Set Not Supported
N/A
8.3
NICE CXone
83%
NICE CXone ranks higher in 13/13 features
NICE CXone ranks higher in 13/13 features
Agent dashboard

N/A
0 Ratings
8.5
85%
507 Ratings
Validate callers

N/A
0 Ratings
8.5
85%
432 Ratings
Outbound response

N/A
0 Ratings
8.3
83%
448 Ratings
Call forwarding

N/A
0 Ratings
8.5
85%
405 Ratings
Click-to-call (CTC)

N/A
0 Ratings
8.7
87%
367 Ratings
Warm transfer

N/A
0 Ratings
8.7
87%
480 Ratings
Predictive dialing

N/A
0 Ratings
7.8
78%
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
Call scripts

N/A
0 Ratings
8.2
82%
286 Ratings
Call tracking

N/A
0 Ratings
8.4
84%
460 Ratings
Multichannel integration

N/A
0 Ratings
8.3
83%
325 Ratings
CRM software integration

N/A
0 Ratings
8.2
82%
329 Ratings
Workforce Optimization (WFO)

NetFortris
Feature Set Not Supported
N/A
8.5
NICE CXone
85%
NICE CXone ranks higher in 9/9 features
NICE CXone ranks higher in 9/9 features
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
Quality management

N/A
0 Ratings
8.6
86%
435 Ratings
Call analytics

N/A
0 Ratings
8.6
86%
441 Ratings
Historical reporting

N/A
0 Ratings
8.4
84%
433 Ratings
Live reporting

N/A
0 Ratings
8.6
86%
418 Ratings
Customer surveys

N/A
0 Ratings
8.4
84%
272 Ratings
Customer interaction analytics

N/A
0 Ratings
8.3
83%
285 Ratings
Attribute Ratings
- NetFortris is rated higher in 6 areas: Likelihood to Renew, Availability, Support Rating, In-Person Training, Implementation Rating, Product Scalability
- NICE CXone is rated higher in 4 areas: Likelihood to Recommend, Usability, Performance, Online Training
Likelihood to Recommend

7.0
NetFortris
70%
108 Ratings
8.5
NICE CXone
85%
543 Ratings
Likelihood to Renew

8.8
NetFortris
88%
16 Ratings
6.5
NICE CXone
65%
21 Ratings
Usability

7.6
NetFortris
76%
8 Ratings
8.7
NICE CXone
87%
529 Ratings
Availability

8.0
NetFortris
80%
8 Ratings
5.5
NICE CXone
55%
7 Ratings
Performance

8.0
NetFortris
80%
4 Ratings
8.1
NICE CXone
81%
7 Ratings
Support Rating

9.1
NetFortris
91%
14 Ratings
7.4
NICE CXone
74%
6 Ratings
In-Person Training

8.0
NetFortris
80%
2 Ratings
5.9
NICE CXone
59%
4 Ratings
Online Training

7.2
NetFortris
72%
4 Ratings
7.8
NICE CXone
78%
5 Ratings
Implementation Rating

9.8
NetFortris
98%
8 Ratings
8.1
NICE CXone
81%
9 Ratings
Product Scalability

8.1
NetFortris
81%
2 Ratings
6.5
NICE CXone
65%
7 Ratings
Likelihood to Recommend
NetFortris
For Insurance agencies, small practices, small call centers, anyone that need call forwarding or work with his number remotely while away from office. I can't list all the things I'm gaining as a Fonality customer. From the installation process, the configuration phase with the technicians, the account managers, every Fonality employee was professional and savvy. I was a contact center specialist for more than 10 years and I can tell you that I've never been this happy with a service! Never! Probably if you need a more complex solution and you have an enterprise level company having your own hardware gives you more control over your calls and how to manage them. But again, I think that Fonality can cover most scenarios without the need of a huge investment.
Business Development
BRADLEY, DENKOVICH & KARAYIANNIS, P.C.Law Practice, 11-50 employees
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.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesPros
NetFortris
- From an administrator's perspective, Fonality makes administering the company's phone system easy. Configuration menus and setup options are logically structured and easy to understand.
- Technical support has been very good. Early on in our deployment, we had some nagging voice quality issues which were network related. Fonality provided exceptional support even though it was not technically their issue. It is important to know ahead of time how well your vendors work with other vendors for integrated services like a VOIP telephone system. Fonality support demonstrated their patience and perseverance in helping us resolve our issues.
- Although we don't use remote office capabilities much, the ability to set up phones on the system in remote locations has been a significant help to several of our departments.
Network Administrator
The Dennen GroupEducation Management, 51-200 employees
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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
Cons
NetFortris
- Bugginess - Some things just really need some tweaking. I had to get very creative with my call routing and hold music, because the in-queue announcements don't work right at all. For example, even set to 'play once' it would loop the 'you are the first caller' announcement over and over, and cause call drops. Or my caller-name ID, which shows the registered user's name on each line on outgoing calls, even though it's not set to such anywhere in the CP settings.
- Support - I'll give them 50/50 on this. My experience with Verizon VCE was everyone playing hot potato with issues and saying it was the responsibility of another department, meaning several phone calls and lots of hold time. Fonality doesn't have that issue, I've never really been passed around or blown off. However, some of the 'offshore' CS reps are... wow. I spent about half a dozen emails back and forth with two of them, trying to figure out why queues I deleted from the CP randomly and consistently reappeared in the HUD. Most of those emails were spent trying to explain that no, my issue was NOT that I wanted to create those queues again in the CP.

Verified User
Manager in Information Technology
Automotive Company, 11-50 employeesNICE 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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesPricing Details
NetFortris
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
Required
$5
Starting Price
$30 per month
NetFortris Editions & Modules
On-premise Edition
Hybrid Premise Subscription (Appliance and Phone for Each User) | 200.001 |
---|---|
Hybrid Software Subscription (Required with Hybrid Premise) | 14.992 |
Hybrid Premise Purchase | Varies3 |
- per location, per month
- per user, per month
- Varies
SaaS Edition
Essentials Edition | 19.991 |
---|---|
Professional Edition | 24.991 |
Ultimate Edition | 34.991 |
- per user, per month
Additional Pricing Details
For the latest special offers, visit www.fonality.com/offers.NICE CXone
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—NICE CXone Editions & Modules
—
Additional Pricing Details
—Likelihood to Renew
NetFortris
NetFortris 8.8
Based on 16 answers
We've already made a deep investment in the system hardware. We wouldn't be interested in another system at this point! And by the look of my colleagues faces when they see the HUD, I don't think we'd want to switch to a system that would limit us or take away any of these features! We may look at putting the server in the cloud, should internet outages prove to be such a common issue that it is preventing our other locations from functioning smoothly
IT Manager
Henderson Implement & MarineFarming, 51-200 employees
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Usability
NetFortris
NetFortris 7.6
Based on 8 answers
Overall excellent usability, with a few adjustments I feel this is the absolute best VoIP system out there. Just a clarification on the licences and limit the interface to reflect what licence we have. There should be a back or redunancy feature to Fonality Server, If there was a mistake we should be able to resort back to a usable state asap. Before implementing changes to the server, there should be a trial or sample of the changes to make sure it behaves as intended before effecting customer experience. It would be nice to have a demo version of Fonality interface so possible clients can truly evauluate the system. Because of the quality, it would have made it easier to convince the owners to make the transition sooner
Community Outreach Coordinator
Everyday CaliforniaSports, 11-50 employees
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.
Sales Solution Architect
IBM Business ServicesInformation Technology & Services, 201-500 employees
Reliability and Availability
NetFortris
NetFortris 8.0
Based on 8 answers
Fonality has been available to us 99% of the time. There have rarely been any lengthy outages.If any issues do occur, their support staff is available around the clock to help.This is important, since communication is a big part in our company and availability of the phone system is important in maintaining this reliability

Verified User
Engineer in Information Technology
Airlines/Aviation Company, 51-200 employeesNICE 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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesPerformance
NetFortris
NetFortris 8.0
Based on 4 answers
Fonality's performance is excellent. The phones work flawlessly and the calls are clear.It is a well put-together system that does not need daily support.It is not complex from a user standpoint, as most of our staff are quick to learn how to use the phones. More systems should strive to work as well as Fonality's

Verified User
Engineer in Information Technology
Airlines/Aviation Company, 51-200 employeesNICE 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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesSupport Rating
NetFortris
NetFortris 9.1
Based on 14 answers
Because of their customer support and their attention for details in our problems that we face during our initial stage. We simply love fonality just for the way we are treated when we reach them with our fonality issues - they take it seriously and resolve it as early as possible and the most important part is we dont need to keep on insisting them to do so.

Verified User
Consultant in Sales
Information Technology and Services Company, 11-50 employeesNICE 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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
In-Person Training
NetFortris
NetFortris 8.0
Based on 2 answers
Training was provided by the in-house IT administrator. Fonality was able to provide support to the admin, who then assisted the users.It went smoothly and all the details and functions of the system were made available to the office staff.Any questions were answered promptly and if any issues did arise, Fonality was available to answer them

Verified User
Engineer in Information Technology
Airlines/Aviation Company, 51-200 employeesNICE 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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesOnline Training
NetFortris
NetFortris 7.2
Based on 4 answers
Training was excellent, but most of what they had was webinars and not real world situation for our company's need. It would be better to have them remote in my local computer and test my system using inbound / outbound calls. This would have made it easier to learn and more relevant
Community Outreach Coordinator
Everyday CaliforniaSports, 11-50 employees
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Implementation Rating
NetFortris
NetFortris 9.8
Based on 8 answers
Everything from the installation to the implementation has been great with Fonality, there is a lot of freedom to how the system will operate but the freedom comes at a cost of more technical experience to make sure it is configured correctly. The staff is very helpful can will make sure that the system is setup correctly and work perfectly.
Community Outreach Coordinator
Everyday CaliforniaSports, 11-50 employees
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Alternatives Considered
NetFortris
I have not used any other VoIP system that I have been paying for. I hope that Fonality proves itself enough to where I will not have to switch. So far, for the price and the functionality, this is my recommendation for small businesses. I might recommend going with a more high end phone to increase functionality, but other than that, the system is one I would definitely recommend.

Verified User
C-Level Executive in Sales
Insurance Company, 1-10 employeesNICE 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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesScalability
NetFortris
NetFortris 8.1
Based on 2 answers
It is easy to scale this system, as long as you have the proper technical staff available to support it. Adding users and phones is straightforward. The main work involves having the physical network in place and configuring the networking equipment.Overall, it is not that difficult as long as all of this is in place.

Verified User
Engineer in Information Technology
Airlines/Aviation Company, 51-200 employeesNICE 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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Return on Investment
NetFortris
- We are still new to Fonality, but having the flexability has proven quite successful thus far.
- The management of incoming calls and voicemail messages has really helped us to be able to follow up with potential clients.
- The service at Fonality helped our new business take a leap into 2017, and we expect much growth with the continued use of Fonality.
Paralegal/Office Manager
Law Offices of Barney DeBrosse, LLCLaw Practice, 1-10 employees
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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees