What users are saying about
11 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.2 out of 100
Based on 11 reviews and ratings
NICE CXone
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
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
- Nextiva VoIP Call Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
9.3
Nextiva VoIP Call Center
93%
8.3
NICE CXone
83%
Nextiva VoIP Call Center ranks higher in 12/13 features
Nextiva VoIP Call Center ranks higher in 12/13 features
Agent dashboard
9.0
90%
3 Ratings
8.5
85%
507 Ratings
Validate callers
10.0
100%
3 Ratings
8.5
85%
432 Ratings
Outbound response
9.5
95%
3 Ratings
8.3
83%
448 Ratings
Call forwarding
9.0
90%
3 Ratings
8.5
85%
405 Ratings
Click-to-call (CTC)
8.5
85%
3 Ratings
8.7
87%
367 Ratings
Warm transfer
9.5
95%
3 Ratings
8.7
87%
480 Ratings
Predictive dialing
10.0
100%
2 Ratings
7.8
78%
294 Ratings
Interactive voice response
10.0
100%
2 Ratings
8.3
83%
338 Ratings
REST APIs
9.0
90%
2 Ratings
8.0
80%
270 Ratings
Call scripts
9.0
90%
2 Ratings
8.2
82%
286 Ratings
Call tracking
8.5
85%
3 Ratings
8.4
84%
460 Ratings
Multichannel integration
10.0
100%
2 Ratings
8.3
83%
325 Ratings
CRM software integration
9.0
90%
2 Ratings
8.2
82%
329 Ratings
Workforce Optimization (WFO)
9.5
Nextiva VoIP Call Center
95%
8.5
NICE CXone
85%
Nextiva VoIP Call Center ranks higher in 9/9 features
Nextiva VoIP Call Center ranks higher in 9/9 features
Inbound call routing
9.5
95%
3 Ratings
8.6
86%
465 Ratings
Omnichannel inbound routing
10.0
100%
2 Ratings
8.5
85%
336 Ratings
Recording
9.0
90%
3 Ratings
8.6
86%
448 Ratings
Quality management
9.0
90%
3 Ratings
8.6
86%
435 Ratings
Call analytics
9.0
90%
3 Ratings
8.6
86%
441 Ratings
Historical reporting
10.0
100%
3 Ratings
8.4
84%
433 Ratings
Live reporting
10.0
100%
3 Ratings
8.6
86%
418 Ratings
Customer surveys
9.0
90%
2 Ratings
8.4
84%
272 Ratings
Customer interaction analytics
10.0
100%
2 Ratings
8.3
83%
285 Ratings
Attribute Ratings
- Nextiva VoIP Call Center is rated higher in 1 area: Support Rating
- NICE CXone is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
8.0
Nextiva VoIP Call Center
80%
4 Ratings
8.5
NICE CXone
85%
543 Ratings
Likelihood to Renew
Nextiva VoIP Call Center
N/A
0 Ratings
6.5
NICE CXone
65%
21 Ratings
Usability
Nextiva VoIP Call Center
N/A
0 Ratings
8.7
NICE CXone
87%
529 Ratings
Availability
Nextiva VoIP Call Center
N/A
0 Ratings
5.5
NICE CXone
55%
7 Ratings
Performance
Nextiva VoIP Call Center
N/A
0 Ratings
8.1
NICE CXone
81%
7 Ratings
Support Rating
10.0
Nextiva VoIP Call Center
100%
1 Rating
7.4
NICE CXone
74%
6 Ratings
In-Person Training
Nextiva VoIP Call Center
N/A
0 Ratings
5.9
NICE CXone
59%
4 Ratings
Online Training
Nextiva VoIP Call Center
N/A
0 Ratings
7.8
NICE CXone
78%
5 Ratings
Implementation Rating
Nextiva VoIP Call Center
N/A
0 Ratings
8.1
NICE CXone
81%
9 Ratings
Product Scalability
Nextiva VoIP Call Center
N/A
0 Ratings
6.5
NICE CXone
65%
7 Ratings
Likelihood to Recommend
Nextiva VoIP Call Center
Overall I believe Nextiva VoIP Call Center is a solid cloud PBX solution compared to some of the others out there. The cost is similar to most of their competitors but can get pricey depending on all features needed for your companies' operation. Very user-friendly for both basic and admin users with its clean GUI system. The only downside is that even as an admin, some things require support's assistance, and may take a while since their response time isn't the greatest in my opinion.
Telecommunications Engineer
Insight GlobalHospital & Health Care, 501-1000 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
Nextiva VoIP Call Center
- Accommodating customer hotline.
- Lower rate.
- User friendly recording portal.
CRM Administrator
Change3 EnterprisesMarketing & Advertising, 11-50 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
Nextiva VoIP Call Center
- The admin portal is cumbersome to use and times out too frequently.
- The lack of an SMS feature hinders our ability to communicate as effectively as we'd like with our clientele.
- The click-to-call feature inside of our CRM is finicky and often needs resetting.

Verified User
Account Manager in Other
Construction Company, 51-200 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
Nextiva VoIP Call Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$50 per user per month
Nextiva VoIP Call Center Editions & Modules
Edition
Pro | $501 |
---|---|
Enterprise | $1001 |
- per user per month
Additional Pricing Details
—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
Nextiva VoIP Call Center
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Usability
Nextiva VoIP Call Center
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.
Sales Solution Architect
IBM Business ServicesInformation Technology & Services, 201-500 employees
Reliability and Availability
Nextiva VoIP Call Center
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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesPerformance
Nextiva VoIP Call Center
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesSupport Rating
Nextiva VoIP Call Center
Nextiva VoIP 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.
CRM Administrator
Change3 EnterprisesMarketing & Advertising, 11-50 employees
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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
In-Person Training
Nextiva VoIP Call Center
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesOnline Training
Nextiva VoIP Call Center
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Implementation Rating
Nextiva VoIP Call Center
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Alternatives Considered
Nextiva VoIP 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.

Verified User
Account Manager in Other
Construction Company, 51-200 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
Nextiva VoIP Call Center
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Return on Investment
Nextiva VoIP Call Center
- Set up in over 5 locations nationwide.
- 300+ users with 75% working remotely.
- Looking at adding addition 100+ users in the near future due to demand.
Telecommunications Engineer
Insight GlobalHospital & Health Care, 501-1000 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