What users are saying about
2 Ratings
6 Ratings
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Score 7.3 out of 100
2 Ratings
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Score 1.9 out of 100

Likelihood to Recommend

NICE Adaptive WFO

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.
Anonymous | TrustRadius Reviewer

XenCALL

XenCall is well suited for any company looking to make outbound calls to prospects more efficiently and effectively. It might not be appropriate for calls where you want to have a more quality conversation unless you stick with the 1 line dialer. Using multiple lines allows companies to hit many prospects in one day.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Preview Dialer

NICE Adaptive WFO
XenCALL
7.1
Contact preview
NICE Adaptive WFO
XenCALL
7.0
Call notes & tags
NICE Adaptive WFO
XenCALL
6.3
Automatic call logging
NICE Adaptive WFO
XenCALL
8.0

Core Dialer

NICE Adaptive WFO
XenCALL
4.6
Outbound dialing
NICE Adaptive WFO
XenCALL
2.2
Inbound routing
NICE Adaptive WFO
XenCALL
3.0
Custom caller ID
NICE Adaptive WFO
XenCALL
3.0
Click-to-call
NICE Adaptive WFO
XenCALL
2.2
Dialer contact import
NICE Adaptive WFO
XenCALL
9.0
Campaign & list management
NICE Adaptive WFO
XenCALL
8.3

Call Follow-up and Quality Assurance

NICE Adaptive WFO
XenCALL
7.1
Follow-up calls
NICE Adaptive WFO
XenCALL
5.1
Dialer reporting & analytics
NICE Adaptive WFO
XenCALL
8.3
Dialer compliance
NICE Adaptive WFO
XenCALL
8.0

Pros

NICE Adaptive WFO

  • 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.
Anonymous | TrustRadius Reviewer

XenCALL

  • Call logging
  • Agent monitoring
  • Agent reporting
  • File organization
Tish Cator | 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

XenCALL

  • Poor user interface.
  • Clunky.
  • Extremely difficult to navigate and keep track of settings.
  • Poor customer service.
  • Poor design.
Anonymous | TrustRadius Reviewer

Alternatives Considered

NICE Adaptive WFO

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.
Anonymous | TrustRadius Reviewer

XenCALL

Vici dial - This was only a calling software and it stored notes, it did not have the exclusive reporting XenCALL has.
Tish Cator | TrustRadius Reviewer

Return on Investment

NICE Adaptive WFO

  • 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.
Anonymous | TrustRadius Reviewer

XenCALL

  • Negative ROI as I hired a cold caller and she could not even use it for 2 days.
  • Wasted hours of my time trying to figure it out and set it up, watched all the videos, read all the guides and it still didn't work.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

NICE Adaptive WFO

General

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

XenCALL

General

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

Rating Summary

Likelihood to Recommend

NICE Adaptive WFO
10.0
XenCALL
1.9

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