What users are saying about
22 Ratings
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Score 8.2 out of 101

Likelihood to Recommend

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.
Hans Hong profile photo

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.3
Agent dashboard
NICE inContact CXone
8.7
Validate callers
NICE inContact CXone
7.7
Outbound response
NICE inContact CXone
7.3
Call forwarding
NICE inContact CXone
9.0
Click-to-call (CTC)
NICE inContact CXone
7.0
Warm transfer
NICE inContact CXone
9.0
Predictive dialing
NICE inContact CXone
6.5
Interactive voice response
NICE inContact CXone
9.5
REST APIs
NICE inContact CXone
9.5
Call scripts
NICE inContact CXone
8.5
Call tracking
NICE inContact CXone
9.3
Multichannel integration
NICE inContact CXone
7.5
CRM software integration
NICE inContact CXone
9.0

Workforce Optimization (WFO)

NICE inContact CXone
7.6
Inbound call routing
NICE inContact CXone
9.0
Omnichannel inbound routing
NICE inContact CXone
8.3
Recording
NICE inContact CXone
6.4
Quality management
NICE inContact CXone
6.0
Call analytics
NICE inContact CXone
7.7
Historical reporting
NICE inContact CXone
7.7
Live reporting
NICE inContact CXone
7.0
Customer surveys
NICE inContact CXone
9.0
Customer interaction analytics
NICE inContact CXone
7.5

Pros

NICE inContact CXone

  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.
Hans Hong profile photo

Cons

NICE inContact CXone

  • I have not used Attensity since 2011 so this might be dated. I found it was much less useful the more abstract the subject matter was. I found it VERY effective at finding instances of concrete problems such as problems with a specific product/object/part. I found it much more difficult to analyze and categorize text that had to do with a customer's experience. I don't know that this is a flaw in Attensity's technology. I think this is due to the almost limitless ways a customer can describe an experience. Whereas with products customers tend to use a narrow range of specific terms and model/part #s. With experiences customers/respondents often use different and sometimes 'wrong' terminology. I found it very difficult to build category sets that would capture all/most of the feedback around a specific experience without bringing in too many false positives.
  • One way around this is to set up respondents (in a survey for example) to focus their comments on something specific, or to provide survey check-boxes for respondents to indicate how they feel their feedback fits into categories. But I found Attensity professional services (this was in 2011 or earlier) to be resistant to using structured data with unstructured. It seemed that they were so in love with their tool that they were reluctant to see how it would be enhanced by using structured data along side it.
  • I found that Attensity as a company could benefit from having 1 or more methodological approaches that they teach clients step-by-step. They were GREAT at teaching us how to use the functionality of the tool. But I found them lacking in teaching a philosophy or method for approaching the building of a category set and identifying the best standard reports for a clients' audience(s). As a client I wanted more suggestions from them in terms of how to best build a category set and more suggestions on the best reports to build from in for our managers, directors and board.
Alan Bainbridge profile photo

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
In my current job we do not use Attensity. I work as an HR analyst we have all/most of the data we need as structured data. We have very little unstructured data. It would not be a good fit for our team.
Alan Bainbridge profile photo

Usability

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Support

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Implementation

NICE inContact CXone

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.
Onavie Boyce profile photo

Alternatives Considered

NICE inContact CXone

We looked at several tools for turning text into data.The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch.Attensity had taken the approach of including reporting and alerting with their text engine.
Onavie Boyce profile photo

Return on Investment

NICE inContact CXone

  • I recall the feedback helping us identify the real magnitude of an issue that we know was present, but we weren't asking about on our survey. Because no one asked the customers about this issue no one knew how big of a problem is was until we were able to show the volume of feedback on a specific issue.
Alan Bainbridge profile photo

Pricing Details

NICE inContact CXone

General

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

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