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Top Rated
750 Ratings
17 Ratings
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Score 9.1 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
750 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Contact Center Software

    NICE Adaptive WFO

    Feature Set Not Supported
    N/A
    8.3

    NICE CXone (formerly NICE inContact)

    83%
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.4
    84%
    506 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    431 Ratings

    Outbound response

    N/A
    0 Ratings
    8.3
    83%
    447 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.5
    85%
    404 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.7
    87%
    366 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.7
    87%
    479 Ratings

    Predictive dialing

    N/A
    0 Ratings
    7.8
    78%
    293 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.2
    82%
    337 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    269 Ratings

    Call scripts

    N/A
    0 Ratings
    8.2
    82%
    285 Ratings

    Call tracking

    N/A
    0 Ratings
    8.4
    84%
    459 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.2
    82%
    324 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.2
    82%
    328 Ratings

    Workforce Optimization (WFO)

    NICE Adaptive WFO

    Feature Set Not Supported
    N/A
    8.5

    NICE CXone (formerly NICE inContact)

    85%
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.5
    85%
    464 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.4
    84%
    335 Ratings

    Recording

    N/A
    0 Ratings
    8.6
    86%
    447 Ratings

    Quality management

    N/A
    0 Ratings
    8.6
    86%
    434 Ratings

    Call analytics

    N/A
    0 Ratings
    8.5
    85%
    440 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.4
    84%
    432 Ratings

    Live reporting

    N/A
    0 Ratings
    8.5
    85%
    417 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.3
    83%
    271 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.3
    83%
    284 Ratings

    Attribute Ratings

    • NICE Adaptive WFO is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.0

    NICE Adaptive WFO

    90%
    4 Ratings
    8.4

    NICE CXone (formerly NICE inContact)

    84%
    542 Ratings

    Likelihood to Renew

    NICE Adaptive WFO

    N/A
    0 Ratings
    6.8

    NICE CXone (formerly NICE inContact)

    68%
    21 Ratings

    Usability

    NICE Adaptive WFO

    N/A
    0 Ratings
    8.6

    NICE CXone (formerly NICE inContact)

    86%
    528 Ratings

    Availability

    NICE Adaptive WFO

    N/A
    0 Ratings
    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings

    Performance

    NICE Adaptive WFO

    N/A
    0 Ratings
    8.1

    NICE CXone (formerly NICE inContact)

    81%
    7 Ratings

    Support Rating

    NICE Adaptive WFO

    N/A
    0 Ratings
    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings

    In-Person Training

    NICE Adaptive WFO

    N/A
    0 Ratings
    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings

    Online Training

    NICE Adaptive WFO

    N/A
    0 Ratings
    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings

    Implementation Rating

    NICE Adaptive WFO

    N/A
    0 Ratings
    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings

    Product Scalability

    NICE Adaptive WFO

    N/A
    0 Ratings
    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings

    Likelihood to Recommend

    NICE Adaptive WFO

    NICE Adaptive WFO allows moving of contacts through their channels is easy, permission management ability is excellent and easy to manage client contacts. With this solution is easy to obtain meaningful reports and very reliable to make critical business decisions and other development within the business which may lead to production enhancement.
    Peter Morgan | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    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.
    Anonymous | TrustRadius Reviewer

    Pros

    NICE Adaptive WFO

    • Great system and easy for project workflow management.
    • The optimization through NICE Adaptive WFO tools is amazing and excellent.
    • The best and beneficial reports creation software.
    Veronica Derrick | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    • 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.
    Charanjeet Singh | TrustRadius Reviewer

    Cons

    NICE Adaptive WFO

    • Long term forecasting functionality.
    • The user interface requires more steps than competitors. While the end results are quality, it can take time to get there.
    • Lack of clearly demonstrated forecasting designed specifically for non-phone contact types.
    Anonymous | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    • 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.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    NICE Adaptive WFO

    General

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

    Starting Price

    NICE CXone (formerly NICE inContact)

    General

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

    Starting Price

    Likelihood to Renew

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.8
    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.
    Vinicius Leite | TrustRadius Reviewer

    Usability

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.6
    Based on 528 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.
    Loreto Destura | TrustRadius Reviewer

    Reliability and Availability

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 5.7
    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
    Anonymous | TrustRadius Reviewer

    Performance

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 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.
    Anonymous | TrustRadius Reviewer

    Support Rating

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    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

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.1
    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.
    Anonymous | TrustRadius Reviewer

    Online Training

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.9
    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.
    Dailson Laurentino | TrustRadius Reviewer

    Implementation Rating

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 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.
    Dailson Laurentino | TrustRadius Reviewer

    Alternatives Considered

    NICE Adaptive WFO

    NICE inContact is for our soft phone or virtual phone. They have their own functions in our organization. They are both useful and easy to use. Two different functionality but same NICE. Very friendly tools and recommend this two in their platform. NICE software are really amazing. It makes work and business easier.
    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

    NICE Adaptive WFO

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 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.
    Vinicius Leite | TrustRadius Reviewer

    Return on Investment

    NICE Adaptive WFO

    • Effective tool on predictive data analytics creation and the reports are excellent.
    • Contacts import and email list management solution.
    • Real time data reporting and the project management is very excellent.
    Peter Morgan | 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

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