NICE CXone vs. Sparkrock

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone
Score 7.8 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
Sparkrock
Score 9.0 out of 10
Mid-Size Companies (51-1,000 employees)
Sparkrock’s cloud-enabled solution helps organizations manage their finance and accounting, human resources and payroll, human services case management, and donor and fundraising activities. According to the vendor, key benefits and features include: Finance Management with capabilities to help organizations increase transparency and reduce risk. Workforce Management to help front-line employees deliver services to clients, with tools that help them to be…N/A
Pricing
NICE CXoneSparkrock
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 CXoneSparkrock
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup fee$50,000 per installation
Additional Details
More Pricing Information
Features
NICE CXoneSparkrock
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone
8.6
549 Ratings
3% above category average
Sparkrock
-
Ratings
Agent dashboard9.2529 Ratings00 Ratings
Validate callers8.7446 Ratings00 Ratings
Outbound response9.3466 Ratings00 Ratings
Call forwarding8.5422 Ratings00 Ratings
Click-to-call (CTC)8.0383 Ratings00 Ratings
Warm transfer8.9502 Ratings00 Ratings
Predictive dialing8.8304 Ratings00 Ratings
Interactive voice response9.3354 Ratings00 Ratings
REST APIs7.2287 Ratings00 Ratings
Call scripts7.2305 Ratings00 Ratings
Call tracking8.7483 Ratings00 Ratings
Multichannel integration8.8345 Ratings00 Ratings
CRM software integration8.9344 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone
8.4
527 Ratings
2% above category average
Sparkrock
-
Ratings
Inbound call routing8.4487 Ratings00 Ratings
Omnichannel inbound routing8.3356 Ratings00 Ratings
Recording8.9469 Ratings00 Ratings
Quality management8.1454 Ratings00 Ratings
Call analytics8.2462 Ratings00 Ratings
Historical reporting8.9453 Ratings00 Ratings
Live reporting8.7439 Ratings00 Ratings
Customer surveys7.3283 Ratings00 Ratings
Customer interaction analytics8.9301 Ratings00 Ratings
Payroll Management
Comparison of Payroll Management features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
9.4
3 Ratings
28% above category average
Pay calculation00 Ratings9.03 Ratings
Benefit plan administration00 Ratings9.02 Ratings
Direct deposit files00 Ratings10.03 Ratings
Customization
Comparison of Customization features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
10.0
2 Ratings
32% above category average
API for custom integration00 Ratings10.02 Ratings
Plug-ins00 Ratings10.02 Ratings
Security
Comparison of Security features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
9.5
5 Ratings
17% above category average
Single sign-on capability00 Ratings10.04 Ratings
Role-based user permissions00 Ratings9.05 Ratings
Reporting & Analytics
Comparison of Reporting & Analytics features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
9.0
4 Ratings
25% above category average
Dashboards00 Ratings9.03 Ratings
Standard reports00 Ratings9.04 Ratings
Custom reports00 Ratings9.03 Ratings
General Ledger and Configurable Accounting
Comparison of General Ledger and Configurable Accounting features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
8.8
5 Ratings
15% above category average
Accounts payable00 Ratings10.05 Ratings
Accounts receivable00 Ratings9.05 Ratings
Global Financial Support00 Ratings10.01 Ratings
Primary and Secondary Ledgers00 Ratings10.01 Ratings
Journals and Reconciliations00 Ratings9.01 Ratings
Configurable Accounting00 Ratings10.01 Ratings
Standardized Processes00 Ratings9.01 Ratings
Inventory Management
Comparison of Inventory Management features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
9.3
2 Ratings
18% above category average
Inventory tracking00 Ratings9.02 Ratings
Automatic reordering00 Ratings10.01 Ratings
Location management00 Ratings9.01 Ratings
Subledger and Financial Process
Comparison of Subledger and Financial Process features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
9.6
1 Ratings
26% above category average
Billing Management00 Ratings9.01 Ratings
Cash and Asset Management00 Ratings9.01 Ratings
Travel & Expense Management00 Ratings10.01 Ratings
Budgetary Control & Encumbrance Accounting00 Ratings9.01 Ratings
Period Close00 Ratings10.01 Ratings
Project Financial Management
Comparison of Project Financial Management features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
9.4
1 Ratings
21% above category average
Budgeting and Forecasting00 Ratings10.01 Ratings
Project Costing00 Ratings9.01 Ratings
Cost Capture00 Ratings10.01 Ratings
Capital Project Management00 Ratings9.01 Ratings
Customer Contract Compliance00 Ratings9.01 Ratings
Project Revenue Recognition00 Ratings10.01 Ratings
Grants Management
Comparison of Grants Management features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
9.3
1 Ratings
22% above category average
Award Lifecycle Management00 Ratings9.01 Ratings
Procurement
Comparison of Procurement features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
9.6
1 Ratings
33% above category average
Bids Analyzed and Compared00 Ratings9.01 Ratings
Contract Authoring00 Ratings9.01 Ratings
Contract Repository00 Ratings10.01 Ratings
Requisitions-to-Purchase Orders Integrated00 Ratings9.01 Ratings
Supplier Management00 Ratings10.01 Ratings
Supply Chain
Comparison of Supply Chain features of Product A and Product B
NICE CXone
-
Ratings
Sparkrock
9.3
1 Ratings
28% above category average
Forecasting00 Ratings9.01 Ratings
Inventory Planning00 Ratings9.01 Ratings
Performance Monitoring00 Ratings9.01 Ratings
Best Alternatives
NICE CXoneSparkrock
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
Acumatica
Acumatica
Score 8.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Infor VISUAL
Infor VISUAL
Score 6.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP Business ByDesign
SAP Business ByDesign
Score 8.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXoneSparkrock
Likelihood to Recommend
8.6
(580 ratings)
9.0
(9 ratings)
Likelihood to Renew
9.7
(24 ratings)
9.1
(1 ratings)
Usability
8.5
(554 ratings)
9.0
(1 ratings)
Availability
3.7
(7 ratings)
-
(0 ratings)
Performance
9.2
(7 ratings)
-
(0 ratings)
Support Rating
7.6
(5 ratings)
9.0
(1 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 CXoneSparkrock
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.
Read full review
Sparkrock
For all companies that want to improve the performance of their employees and increase productivity, this software helps all daily business tasks to be executed on time efficiently and smoothly. A very useful program that's why we don't stop using it.
Read full review
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
Read full review
Sparkrock
  • Data collection - the system is robust and we can tailor it to collect the information we need.
  • Easily configurable - the system is easy to configure to meet our specific business needs.
  • Reporting and data extraction - the system allows for easy access to information that helps inform business decisions.
Read full review
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 :)
Read full review
Sparkrock
  • Many of the improvements are being met with each upgrade. Altus Dynamics has an idea portal that customers can add ideas to and vote on other customer ideas. This means that most issues that come up are resolved with each new upgrade.
Read full review
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.
Read full review
Sparkrock
We are already scheduled for our upgrade to NAV 2016 beginning in May 2016.
Read full review
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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Sparkrock
Complete workflow management to keep up to date and orderly the daily activities of employees. Allows for seamless cash flow, invoicing, general ledger, payroll, and inventory.
Read full review
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
Read full review
Sparkrock
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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Sparkrock
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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Sparkrock
Complete tracking of employee performance, hours worked, attendance and absences, vacations, and overtime.
Read full review
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.
Read full review
Sparkrock
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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Sparkrock
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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Sparkrock
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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Sparkrock
  • Real-time data that is available at our fingertips
  • Flexibility of the system to address changing needs over time
  • Elimination of the huge administrative burdens that we were experiencing as a result of the previous system due to lack of integration
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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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Sparkrock
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.
Read full review
Sparkrock
  • As a technician it's hard for me to say what effect the ROI has had on our organization, however our finance team seems satisfied on it. We look forward to deploying the staff dashboards for better financial tracking throughout our whole organization.
Read full review
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.

Sparkrock Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of