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Top Rated
614 Ratings
8 Ratings
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Score 8.6 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
614 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Nextiva VoIP 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 CXone (formerly NICE inContact)

[NICE CXone (formerly NICE inContact)] has always been a huge help in terms of being able to prepare myself for who I am going to be receiving a call from. There is a feature that notifies you about what kind of customer is calling before you receive the call so it helps me mentally prepare myself for the kind of scenario that is going to be brought to my attention.
Edward Oberlton | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.3
Validate callers
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.3
Outbound response
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.4
Click-to-call (CTC)
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
7.4
Interactive voice response
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.0
REST APIs
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
7.8
Call scripts
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.0
Call tracking
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.3
Recording
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.5
Quality management
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.5
Call analytics
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.3
Live reporting
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
8.0

Pros

Nextiva VoIP 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 CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

Cons

Nextiva VoIP 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 CXone (formerly NICE inContact)

  • When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
  • It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
  • When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
  • When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Usability

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 368 answers
NICE [CXone (formerly NICE inContact)] is a great and safe tool for the entire company, but it still needs some adjustments like not needing to put the country code before every call, but putting everything together, NICE [CXone] surpassed expectations.
Ana Gomes | TrustRadius Reviewer

Reliability and Availability

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 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
Anonymous | TrustRadius Reviewer

Performance

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
Based on 4 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.
Anonymous | TrustRadius Reviewer

Support 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.
Arnie Francisco | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.0
Based on 3 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.
Anonymous | TrustRadius Reviewer

Online Training

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

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

Scalability

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Return on Investment

Nextiva VoIP Call Center

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

NICE CXone (formerly NICE inContact)

  • 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.
Gordon Ng | TrustRadius Reviewer

Screenshots

Nextiva VoIP Call Center

Pricing Details

Nextiva VoIP Call Center

General

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

Nextiva VoIP Call Center Editions & Modules

Edition
Pro$501
Enterprise$1001
  1. per user per month
Additional Pricing Details

NICE CXone (formerly NICE inContact)

General

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

NICE CXone (formerly NICE inContact) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Nextiva VoIP Call Center
9.9
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

Nextiva VoIP Call Center
NICE CXone (formerly NICE inContact)
8.6

Usability

Nextiva VoIP Call Center
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Nextiva VoIP Call Center
NICE CXone (formerly NICE inContact)
7.2

Performance

Nextiva VoIP Call Center
NICE CXone (formerly NICE inContact)
8.0

Support Rating

Nextiva VoIP Call Center
10.0
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Nextiva VoIP Call Center
NICE CXone (formerly NICE inContact)
7.0

Online Training

Nextiva VoIP Call Center
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

Nextiva VoIP Call Center
NICE CXone (formerly NICE inContact)
8.2

Scalability

Nextiva VoIP Call Center
NICE CXone (formerly NICE inContact)
6.7

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