NICE CXone vs. Vonage Business Communications

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
Vonage Business Communications
Score 7.8 out of 10
N/A
Vonage Business Cloud is a communication solution aimed at small-midsize companies. It integrates with third party applications, and includes IP-PBX capabilities, video conferencing, and collaboration tools. Pricing starts at $19.99 per month and increases with the amount of phone lines needed.N/A
Pricing
NICE CXoneVonage Business Communications
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 CXoneVonage Business Communications
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
NICE CXoneVonage Business Communications
Top Pros
Top Cons
Features
NICE CXoneVonage Business Communications
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
Vonage Business Communications
-
Ratings
Agent dashboard8.9527 Ratings00 Ratings
Validate callers8.1444 Ratings00 Ratings
Outbound response9.2464 Ratings00 Ratings
Call forwarding7.7420 Ratings00 Ratings
Click-to-call (CTC)8.4382 Ratings00 Ratings
Warm transfer8.5500 Ratings00 Ratings
Predictive dialing7.9302 Ratings00 Ratings
Interactive voice response9.1352 Ratings00 Ratings
REST APIs5.4285 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
Vonage Business Communications
-
Ratings
Inbound call routing7.8485 Ratings00 Ratings
Omnichannel inbound routing7.7354 Ratings00 Ratings
Recording8.4467 Ratings00 Ratings
Quality management7.3452 Ratings00 Ratings
Call analytics8.1460 Ratings00 Ratings
Historical reporting8.5451 Ratings00 Ratings
Live reporting8.3437 Ratings00 Ratings
Customer surveys5.0281 Ratings00 Ratings
Customer interaction analytics8.1299 Ratings00 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
NICE CXone
-
Ratings
Vonage Business Communications
7.9
4 Ratings
1% below category average
High quality audio00 Ratings7.84 Ratings
High quality video00 Ratings8.01 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
NICE CXone
-
Ratings
Vonage Business Communications
5.0
1 Ratings
44% below category average
Desktop sharing00 Ratings5.01 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
NICE CXone
-
Ratings
Vonage Business Communications
7.8
3 Ratings
1% below category average
Meeting initiation00 Ratings6.52 Ratings
Record meetings / events00 Ratings9.02 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
NICE CXone
-
Ratings
Vonage Business Communications
9.0
1 Ratings
17% above category average
User authentication00 Ratings9.01 Ratings
Participant roles & permissions00 Ratings9.01 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
NICE CXone
-
Ratings
Vonage Business Communications
9.2
8 Ratings
12% above category average
Hosted PBX00 Ratings9.55 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.06 Ratings
Directory of employee names00 Ratings8.78 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
NICE CXone
-
Ratings
Vonage Business Communications
8.5
9 Ratings
5% above category average
Answering rules00 Ratings8.39 Ratings
Call recording00 Ratings9.06 Ratings
Call park00 Ratings8.37 Ratings
Call screening00 Ratings8.37 Ratings
Message alerts00 Ratings7.89 Ratings
Business SMS/External Messaging00 Ratings8.34 Ratings
Online Fax00 Ratings9.01 Ratings
Voicemail Transcription00 Ratings9.33 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
NICE CXone
-
Ratings
Vonage Business Communications
7.3
9 Ratings
13% below category average
Mobile app for iOS00 Ratings8.09 Ratings
Mobile app for Android00 Ratings6.56 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
NICE CXone
-
Ratings
Vonage Business Communications
8.3
3 Ratings
9% above category average
Centralized communications management00 Ratings7.73 Ratings
Team messaging00 Ratings7.73 Ratings
Team document sharing00 Ratings9.01 Ratings
Call and meeting analytics00 Ratings9.02 Ratings
Best Alternatives
NICE CXoneVonage Business Communications
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
Nextiva
Nextiva
Score 9.2 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Nextiva
Nextiva
Score 9.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXoneVonage Business Communications
Likelihood to Recommend
8.5
(578 ratings)
8.2
(26 ratings)
Likelihood to Renew
9.6
(24 ratings)
5.0
(2 ratings)
Usability
8.3
(552 ratings)
5.0
(3 ratings)
Availability
3.7
(7 ratings)
-
(0 ratings)
Performance
9.2
(7 ratings)
-
(0 ratings)
Support Rating
7.6
(5 ratings)
1.0
(11 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 CXoneVonage Business Communications
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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Vonage
Vonage Business Cloud is well suited if you have small or limited IT staff and/or you have many remote workers and little or no on-prem hardware. I would recommend Vonage to small to medium-sized businesses. It would not be well suited to a large organization where everyone works in the same building and the IT staff has servers and staff to manage a VoIP system.
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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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Vonage
  • Eliminates physical phone consoles that can be pricey and unnecessary for staff.
  • Has a companion app that allows you to use your personal cell phone to check messages or make calls.
  • The desktop application is easy to use and has a number of customizable settings so that the app can be minimized but alert you of incoming calls.
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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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Vonage
  • They do not take billing support calls. Online chat only. That can be dicey.
  • Desktop app can have some hiccups and there are frequent updates. Sometimes it switches from my headset to webcam for no reason I can tell. Miss the call be for I figure it out.
  • Text messaging does not handle images. Frustrates my clients when they think they can send me a pic of a signed doc or vin# and I don't get it.
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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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Vonage
I think it will be renewed as overall it is a midrange product that mostly does what we need it to
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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.
Read full review
Vonage
I thought it had very practical and useful usability. It has a clean and simple interface with large fonts that make it easy to read. It isn't particularly difficult, although figuring out some operations may be a bit challenging. For the most part though, it isn't very difficult to use
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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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Vonage
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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Vonage
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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Vonage
We hardly have any issues with it to where we need to call them. There was a point where our connections across the board were terrible and it held us up in production quite a bit but since then things have been pretty simple and streamlined.
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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.
Read full review
Vonage
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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Vonage
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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Vonage
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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Vonage
We believe Vonage Business Cloud is best for our organization over the AT&T and the Verizon platforms for several reasons including price, ease of use, connectivity, and other options. Since we have implemented this solution along with newer Polycom phones, we have had very few issues with our phones or our phone platform.
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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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Vonage
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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Vonage
  • We were able to remove expensive and out of date phones, and replace them with the user's choice of a new phone or Bluetooth, so we saved money.
  • There was training time that needed to be committed for a 50+ person office which reduced productivity for a while.
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.