What users are saying about
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Top Rated
108 Ratings
8 Ratings
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Score 8.5 out of 100

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Nextiva Call Center

Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.
Arnie Francisco | 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

Nextiva Call Center
10.0
NICE inContact CXone
8.2
Agent dashboard
Nextiva Call Center
10.0
NICE inContact CXone
8.2
Validate callers
Nextiva Call Center
10.0
NICE inContact CXone
8.3
Outbound response
Nextiva Call Center
10.0
NICE inContact CXone
7.1
Call forwarding
Nextiva Call Center
10.0
NICE inContact CXone
8.1
Click-to-call (CTC)
Nextiva Call Center
10.0
NICE inContact CXone
7.1
Warm transfer
Nextiva Call Center
10.0
NICE inContact CXone
8.2
Predictive dialing
Nextiva Call Center
10.0
NICE inContact CXone
8.0
Interactive voice response
Nextiva Call Center
10.0
NICE inContact CXone
8.4
REST APIs
Nextiva Call Center
10.0
NICE inContact CXone
8.5
Call scripts
Nextiva Call Center
10.0
NICE inContact CXone
8.5
Call tracking
Nextiva Call Center
10.0
NICE inContact CXone
8.6
Multichannel integration
Nextiva Call Center
10.0
NICE inContact CXone
8.4
CRM software integration
Nextiva Call Center
10.0
NICE inContact CXone
8.6

Workforce Optimization (WFO)

Nextiva Call Center
10.0
NICE inContact CXone
8.4
Inbound call routing
Nextiva Call Center
10.0
NICE inContact CXone
9.0
Omnichannel inbound routing
Nextiva Call Center
10.0
NICE inContact CXone
8.6
Recording
Nextiva Call Center
10.0
NICE inContact CXone
8.4
Quality management
Nextiva Call Center
10.0
NICE inContact CXone
8.2
Call analytics
Nextiva Call Center
10.0
NICE inContact CXone
8.3
Historical reporting
Nextiva Call Center
10.0
NICE inContact CXone
8.1
Live reporting
Nextiva Call Center
10.0
NICE inContact CXone
7.6
Customer surveys
Nextiva Call Center
10.0
NICE inContact CXone
8.7
Customer interaction analytics
Nextiva Call Center
10.0
NICE inContact CXone
8.5

Pros

Nextiva Call Center

  • Call recordings are crystal clear
  • Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
  • User tracking helps us accurately measure availability and overall weekly performance.
Anonymous | 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

Nextiva Call Center

  • Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else.
  • In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it.
  • When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.
Arnie Francisco | 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

Nextiva Call Center

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

Nextiva Call Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

Support Rating

Nextiva Call Center

Nextiva Call Center 10.0
Based on 1 answer
They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.
Arnie Francisco | TrustRadius Reviewer

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

Nextiva Call Center

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

Nextiva Call Center

Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.
Anonymous | TrustRadius Reviewer

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

Nextiva Call Center

  • Nextiva has increased our employee phone coverage and availability by 27%
Anonymous | 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

Nextiva Call Center

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

Nextiva Call Center
9.4
NICE inContact CXone
8.5

Likelihood to Renew

Nextiva Call Center
NICE inContact CXone
9.1

Usability

Nextiva Call Center
NICE inContact CXone
8.4

Support Rating

Nextiva Call Center
10.0
NICE inContact CXone
7.5

Implementation Rating

Nextiva Call Center
NICE inContact CXone
7.0

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