Nextiva VoIP Call Center
11 Ratings
NICE CXone
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Top Rated
752 Ratings
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Nextiva VoIP Call Center

11 Ratings
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Score 8.2 out of 100

Based on 11 reviews and ratings

NICE CXone

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Top Rated
752 Ratings
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Score 8.5 out of 100

Based on 752 reviews and ratings

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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.

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ANTOINE FOREMAN | TrustRadius Reviewer
ANTOINE FOREMAN
View all 4 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 543 answers on this topic

Pros

Nextiva VoIP Call Center

  • Accommodating customer hotline.
  • Lower rate.
  • User friendly recording portal.

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Arnie Francisco | TrustRadius Reviewer
Arnie Francisco
View all 4 answers on this topic

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.

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Charanjeet Singh | TrustRadius Reviewer
Charanjeet Singh
View all 543 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 4 answers on this topic

NICE 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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 543 answers on this topic

Pricing 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
  1. 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.

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Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
View all 21 answers on this topic

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.

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Loreto Destura | TrustRadius Reviewer
Loreto Destura
View all 529 answers on this topic

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

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Anonymous | TrustRadius Reviewer
Verified User
View all 7 answers on this topic

Performance

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 7 answers on this topic

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.

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Arnie Francisco | TrustRadius Reviewer
Arnie Francisco
View all 1 answers on this topic

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.

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Kevin Lintner | TrustRadius Reviewer
Kevin Lintner
View all 6 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 4 answers on this topic

Online 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.

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Dailson Laurentino | TrustRadius Reviewer
Dailson Laurentino
View all 5 answers on this topic

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.

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Dailson Laurentino | TrustRadius Reviewer
Dailson Laurentino
View all 9 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 4 answers on this topic

NICE 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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 543 answers on this topic

Scalability

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.

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Vinicius Leite | TrustRadius Reviewer
Vinicius Leite
View all 7 answers on this topic

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.

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ANTOINE FOREMAN | TrustRadius Reviewer
ANTOINE FOREMAN
View all 4 answers on this topic

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.

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Gordon Ng | TrustRadius Reviewer
Gordon Ng
View all 543 answers on this topic

Screenshots

Nextiva VoIP Call Center

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