NICE Adaptive WFO vs NICE inContact CXone

Likelihood to Recommend

Generally appropriate for contact centers of 50 or more, though ROI may be present with as few as 20. ROI can be achieved in back office settings as well. Without add on features, the ROI may not be as easily demonstrated in a back office scenario.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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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.

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Verified User

Manager in Customer Service

Health, Wellness and Fitness Company, 11-50 employees

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Feature Rating Comparison

NICE Adaptive WFO

NICE inContact CXone

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE Adaptive WFO

NICE inContact CXone

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Interval call volume forecasting.
Agent schedule adherence.
Agent scheduling (in my opinion - the strongest feature for its flexibility and ease of use).
Agent self-service options.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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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!

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Louena Tauteoli

Customer Care Supervisor

Dental SelectInsurance, 51-200 employees

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Cons

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.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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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.

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Verified User

Supervisor in Customer Service

Pharmaceuticals Company, 201-500 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Justin Sarni

Market Research

TRACFONE WIRELESSTelecommunications, 501-1000 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Verified User

Manager in Customer Service

Real Estate Company, 201-500 employees

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Support Rating

No score

No answers yet

No answers on this topic

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.

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Kevin Lintner

Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

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Implementation Rating

No score

No answers yet

No answers on this topic

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.

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Onavie Boyce

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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Alternatives Considered

Superior to Verint in its agent self-service options and the ability to get more detailed schedule activity. Strongly compares with aspect. Specific features that work for a given business will separate the best choice.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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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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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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Return on Investment

Reduction in FTE cost through annual hiring planning to bring on FTE only as they are needed.
Improved customer experience with scheduling and schedule adherence ensuring FTE attend to contacts when scheduled to do so.
Savings from self-service options for PTO use and schedule management, reducing administrative cost.

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Verified User

Manager in Sales

Insurance Company, 5001-10,000 employees

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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.

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Hans Hong

Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

NICE Adaptive WFO

NICE inContact CXone

NICE Adaptive WFO

NICE inContact CXone

NICE Adaptive WFO

NICE inContact CXone

NICE Adaptive WFO

NICE inContact CXone

NICE Adaptive WFO

NICE inContact CXone

Likelihood to Recommend