NICE CXone vs. Orum

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone
Score 7.7 out of 10
N/A
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month per user
Orum
Score 8.9 out of 10
Mid-Size Companies (51-1,000 employees)
Orum is sales technology that allows users to plug AI into the sales process to accelerate top of funnel with good data and more conversations. It enables users to dial hands-free, multiple numbers in parallel, automate dispositions and call outcomes in a CRM, and speak with more prospective clients. With it, users don't need to wait for Voicemails, manually dial, or fumble with account research. Orum is designed to bring everything needed in front of sales reps, and connect users with target…N/A
Pricing
NICE CXoneOrum
Editions & Modules
Digital Agent
$71
per month per user
Voice Agent
$94
per month per user
Omnichannel Agent
$110
per month per user
Essential Suite
$135
per month per user
Core Suite
$169
per month per user
Complete Suite
$209
per month per user
No answers on this topic
Offerings
Pricing Offerings
NICE CXoneOrum
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Features
NICE CXoneOrum
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone
8.1
547 Ratings
3% below category average
Orum
-
Ratings
Agent dashboard8.8527 Ratings00 Ratings
Validate callers8.1444 Ratings00 Ratings
Outbound response9.1464 Ratings00 Ratings
Call forwarding7.8420 Ratings00 Ratings
Click-to-call (CTC)8.3382 Ratings00 Ratings
Warm transfer8.5500 Ratings00 Ratings
Predictive dialing8.0302 Ratings00 Ratings
Interactive voice response9.0352 Ratings00 Ratings
REST APIs5.5285 Ratings00 Ratings
Call scripts6.0303 Ratings00 Ratings
Call tracking8.4481 Ratings00 Ratings
Multichannel integration8.3343 Ratings00 Ratings
CRM software integration9.4342 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone
7.7
525 Ratings
7% below category average
Orum
-
Ratings
Inbound call routing7.9485 Ratings00 Ratings
Omnichannel inbound routing7.7354 Ratings00 Ratings
Recording8.3467 Ratings00 Ratings
Quality management7.4452 Ratings00 Ratings
Call analytics8.2460 Ratings00 Ratings
Historical reporting8.5451 Ratings00 Ratings
Live reporting8.3437 Ratings00 Ratings
Customer surveys5.2281 Ratings00 Ratings
Customer interaction analytics8.1299 Ratings00 Ratings
Preview Dialer
Comparison of Preview Dialer features of Product A and Product B
NICE CXone
-
Ratings
Orum
7.8
10 Ratings
8% above category average
Contact preview00 Ratings8.010 Ratings
Dialer-CRM integration00 Ratings7.710 Ratings
Call notes & tags00 Ratings7.810 Ratings
Automatic call logging00 Ratings7.810 Ratings
Core Dialer
Comparison of Core Dialer features of Product A and Product B
NICE CXone
-
Ratings
Orum
7.5
10 Ratings
1% below category average
Outbound dialing00 Ratings7.810 Ratings
Custom caller ID00 Ratings7.88 Ratings
Click-to-call00 Ratings7.67 Ratings
Recorded voicemail drop00 Ratings7.810 Ratings
Dialer contact import00 Ratings7.28 Ratings
Campaign & list management00 Ratings7.07 Ratings
Call Follow-up and Quality Assurance
Comparison of Call Follow-up and Quality Assurance features of Product A and Product B
NICE CXone
-
Ratings
Orum
7.4
9 Ratings
3% below category average
Follow-up calls00 Ratings7.08 Ratings
Dialer reporting & analytics00 Ratings7.49 Ratings
Dialer compliance00 Ratings7.88 Ratings
Best Alternatives
NICE CXoneOrum
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Dialpad Ai Sales Center
Dialpad Ai Sales Center
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXoneOrum
Likelihood to Recommend
8.4
(578 ratings)
8.8
(10 ratings)
Likelihood to Renew
9.6
(24 ratings)
-
(0 ratings)
Usability
8.3
(552 ratings)
10.0
(1 ratings)
Availability
3.7
(7 ratings)
-
(0 ratings)
Performance
9.2
(7 ratings)
-
(0 ratings)
Support Rating
7.7
(5 ratings)
10.0
(4 ratings)
In-Person Training
3.0
(4 ratings)
-
(0 ratings)
Online Training
7.0
(5 ratings)
-
(0 ratings)
Implementation Rating
8.0
(8 ratings)
-
(0 ratings)
Configurability
7.0
(4 ratings)
-
(0 ratings)
Ease of integration
7.0
(4 ratings)
-
(0 ratings)
Product Scalability
6.7
(7 ratings)
-
(0 ratings)
Vendor post-sale
4.4
(5 ratings)
-
(0 ratings)
Vendor pre-sale
4.4
(5 ratings)
-
(0 ratings)
User Testimonials
NICE CXoneOrum
Likelihood to Recommend
NICE Systems
NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
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Orum
Orum is great for organizations that want to maximize their productivity with their current team. It allows sales to tackle warm and cold leads in a streamlined process.
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Pros
NICE Systems
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
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Orum
  • Great AI notes are captured during the call
  • presents useful information in preparation for each call
  • great historical information available after the fact
  • useful integration to other platforms such as Salesforce, Outreach, and LinkedIn
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Cons
NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Orum
  • Their call-pickup detection can be slow.
  • They don't have a pretty UI.
  • They are missing some notes fields we would like.
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Likelihood to Renew
NICE Systems
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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Orum
No answers on this topic
Usability
NICE Systems
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
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Orum
Very easy to use and simple to integrate. The process of moving from a trial to paid customer is virtually nothing.
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Reliability and Availability
NICE Systems
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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Orum
No answers on this topic
Performance
NICE Systems
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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Orum
No answers on this topic
Support Rating
NICE Systems
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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Orum
I typed it in a previous question's answer: of my entire tech stack, Matt Godwin is my top CSM by far. Daisy on the Sales side is wonderful, as well.
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In-Person Training
NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
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Orum
No answers on this topic
Online Training
NICE Systems
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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Orum
No answers on this topic
Implementation Rating
NICE Systems
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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Orum
No answers on this topic
Alternatives Considered
NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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Orum
PhoneBurner is a good dialer as well and might be a better fit for a different use case, but as of my writing this review, they do not have a direct integration with Outreach. They allow a third-party (PieSync) to make certain "if-than" connections, but PhoneBurner didn't make it clear if there was a way to automatically log calls in Outreach. Plus PieSync brings its own monthly cost. Orum is a bit more expensive but well worth it for me.
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Scalability
NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Orum
No answers on this topic
Return on Investment
NICE Systems
  • CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization.
  • With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients.
  • The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion.
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Orum
  • You have to really use it cause its pricy
  • Understand your lead list you are dialing into
  • Price can be a bit on the high side
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ScreenShots

NICE CXone Screenshots

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.