NICE CXone (formerly NICE inContact)
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Top Rated
751 Ratings
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NICE Nexidia Analytics
57 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
751 Ratings
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Score 8.4 out of 100

Based on 751 reviews and ratings

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NICE Nexidia Analytics

57 Ratings
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Score 9.1 out of 100

Based on 57 reviews and ratings

Feature Set Ratings

    Contact Center Software

    8.3

    NICE CXone (formerly NICE inContact)

    83%

    NICE Nexidia Analytics

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features

    Agent dashboard

    8.4
    84%
    507 Ratings
    N/A
    0 Ratings

    Validate callers

    8.5
    85%
    432 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    448 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.5
    85%
    405 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.7
    87%
    367 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.7
    87%
    480 Ratings
    N/A
    0 Ratings

    Predictive dialing

    7.8
    78%
    294 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.2
    82%
    338 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    270 Ratings
    N/A
    0 Ratings

    Call scripts

    8.1
    81%
    285 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    460 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    325 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.2
    82%
    329 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    NICE CXone (formerly NICE inContact)

    85%

    NICE Nexidia Analytics

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features

    Inbound call routing

    8.5
    85%
    465 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.4
    84%
    336 Ratings
    N/A
    0 Ratings

    Recording

    8.6
    86%
    448 Ratings
    N/A
    0 Ratings

    Quality management

    8.6
    86%
    435 Ratings
    N/A
    0 Ratings

    Call analytics

    8.5
    85%
    441 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.4
    84%
    433 Ratings
    N/A
    0 Ratings

    Live reporting

    8.5
    85%
    418 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.3
    83%
    271 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.3
    83%
    284 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • NICE CXone (formerly NICE inContact) is rated higher in 2 areas: Usability, Performance
    • NICE Nexidia Analytics is rated higher in 8 areas: Likelihood to Recommend, Likelihood to Renew, Availability, Support Rating, In-Person Training, Online Training, Implementation Rating, Product Scalability

    Likelihood to Recommend

    8.4

    NICE CXone (formerly NICE inContact)

    84%
    543 Ratings
    9.0

    NICE Nexidia Analytics

    90%
    39 Ratings

    Likelihood to Renew

    6.9

    NICE CXone (formerly NICE inContact)

    69%
    21 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    3 Ratings

    Usability

    8.6

    NICE CXone (formerly NICE inContact)

    86%
    529 Ratings
    8.2

    NICE Nexidia Analytics

    82%
    2 Ratings

    Availability

    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    2 Ratings

    Performance

    8.2

    NICE CXone (formerly NICE inContact)

    82%
    7 Ratings
    7.3

    NICE Nexidia Analytics

    73%
    2 Ratings

    Support Rating

    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    2 Ratings

    In-Person Training

    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    1 Rating

    Online Training

    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    1 Rating

    Implementation Rating

    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    2 Ratings

    Product Scalability

    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings
    9.1

    NICE Nexidia Analytics

    91%
    1 Rating

    Likelihood to Recommend

    NICE CXone (formerly NICE inContact)

    Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 543 answers on this topic

    NICE Nexidia Analytics

    IF it is cruicial in your organization to have the internal conversations recorded, this is NOT the product for you. If you do not need that, the savings in time by the software analyzing calls in a way where you can search for specific incidents is fantastic. The training on personality types and how to work with each one is also a great tool for any organization. I can say if it weren't for the rep to rep recording piece, I would give this product a 9.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 39 answers on this topic

    Pros

    NICE CXone (formerly NICE inContact)

    • Made work from home easy - We just have to login and start calling - No landlines.
    • Easy to extract daily, monthly reports from NICE [CXone] web app.
    • Easy to monitor agents online - who is logged in and who is not.
    • Fast and reliable - Just need internet.

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    Charanjeet Singh | TrustRadius Reviewer
    Charanjeet Singh
    View all 543 answers on this topic

    NICE Nexidia Analytics

    • I love how the systems analyzes the callers so QA's are able to help guide the agent on how to better handle that style on the next call.
    • I love how the system runs reports for us. We no longer have to manually enter and produce reports, which is a "bear" of a project.
    • Behavioral Analytics helps me keep track of not only my team's progress, but the progress of team leads and supervisors doing coaching and QA monitors.

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    Cassandra Fulcher | TrustRadius Reviewer
    Cassandra Fulcher
    View all 39 answers on this topic

    Cons

    NICE CXone (formerly NICE inContact)

    • Occasionally the server will disconnect and we lose phone functionality.
    • Calls get "stuck" in the queue when they don't exist.
    • Can't remove commitments very easily when they are made.
    • Kicks you out after 2 hours. Making it annoying how you have to log back in.

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    Anonymous | TrustRadius Reviewer
    Verified User
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    NICE Nexidia Analytics

    • Maintainence of the portal. Mattersight will sometimes perform scheduled maintainence on the portal which disrupts the completion of goals.
    • Usable reporting. Mattersight could do better with creating usable reports of individual performance.
    • Interaction with phone system. Changes to the IVR will often cause calls to be lost and thus have gaps in reporting.

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    Jordan Lenaburg | TrustRadius Reviewer
    Jordan Lenaburg
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    Pricing Details

    NICE CXone (formerly NICE inContact)

    General

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

    Starting Price

    —

    NICE Nexidia Analytics

    General

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

    Starting Price

    —

    Likelihood to Renew

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.9
    Based on 21 answers
    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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    Vinicius Leite | TrustRadius Reviewer
    Vinicius Leite
    View all 21 answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 3 answers
    Mattersight Behavioral Analytics has always shown great support to our organization. They are always willing to help and find new ways to improve our customer experience. The team we have with Mattersight has become part of our everyday work lives in which we value their business

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    WaDee'ah Crowder | TrustRadius Reviewer
    WaDee'ah Crowder
    View all 3 answers on this topic

    Usability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.6
    Based on 529 answers
    If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 529 answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 8.2
    Based on 2 answers
    Overall, navigating in the system is easy

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 2 answers on this topic

    Reliability and Availability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 5.7
    Based on 7 answers
    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 7 answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 2 answers
    We have not had any issues with BA's availability. It is always up and running. The only issues we run into is staff not logging in everyday because they already have so many systems up as it is. Other than users, BA is great and is always there.

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    Cassandra Fulcher | TrustRadius Reviewer
    Cassandra Fulcher
    View all 2 answers on this topic

    Performance

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.2
    Based on 7 answers
    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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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 7 answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 7.3
    Based on 2 answers
    The pages load very quickly. The reports are nice. I wish I could understand a little more about what is on the reports and what all the sections mean, but once you remove the information that is not needed the reports are easy to filter through and read. I do wish that we would get Outlook notification for comments and monitors.

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    Cassandra Fulcher | TrustRadius Reviewer
    Cassandra Fulcher
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    Support Rating

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.4
    Based on 6 answers
    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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    Kevin Lintner | TrustRadius Reviewer
    Kevin Lintner
    View all 6 answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 2 answers
    Mattersight gives great support. Every time I reach out to them I get a response within the hour, even if it is just to tell me that they will check into the issue. The staff always stays in contact and even after changes have been made or answers given they follow back up with you and make sure everything is going smoothly. The Mattersight team never makes you feel like you are burden and it feels that with every contact they grow a little more as well.

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    Cassandra Fulcher | TrustRadius Reviewer
    Cassandra Fulcher
    View all 2 answers on this topic

    In-Person Training

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.1
    Based on 4 answers
    It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 4 answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 1 answer
    This was a great class. We learned so much about the program and our team through the on-site training provided by Mattersight. The trainers were very professional and playful at the same time. They really brought the training to life. The trainers were great at answering all questions and making sure we could train our staff in the same professional, yet fun, manner.

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    Cassandra Fulcher | TrustRadius Reviewer
    Cassandra Fulcher
    View all 1 answers on this topic

    Online Training

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.9
    Based on 5 answers
    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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    Dailson Laurentino | TrustRadius Reviewer
    Dailson Laurentino
    View all 5 answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 1 answer
    I love the roundtable meetings. This is a great way to come together with other companies that are also using the product. It is great to hear about how others train and hear some of their struggles and success stories, so we are able to make the best BA training out there.

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    Cassandra Fulcher | TrustRadius Reviewer
    Cassandra Fulcher
    View all 1 answers on this topic

    Implementation Rating

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.1
    Based on 9 answers
    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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    Dailson Laurentino | TrustRadius Reviewer
    Dailson Laurentino
    View all 9 answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 2 answers
    It was really nice to start slowly and train leadership and then slowly start implanting of BA to the staff. This helped with coaching and helped with new staff as they hit the floor. We found that this helped the staff relate and share stories to help with team dynamic. Great system.

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    Cassandra Fulcher | TrustRadius Reviewer
    Cassandra Fulcher
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    Alternatives Considered

    NICE CXone (formerly NICE inContact)

    Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 543 answers on this topic

    NICE Nexidia Analytics

    The version of Calabrio that we were using strictly recorded calls - It did not offer nearly as many options as what is available in Mattersight. Mattersight allowed us to implement a consistent approach to customer interactions. In addition, searching for calls, and specific points within the calls, is much more efficient with Mattersight.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 39 answers on this topic

    Scalability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.5
    Based on 7 answers
    As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.

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    Vinicius Leite | TrustRadius Reviewer
    Vinicius Leite
    View all 7 answers on this topic

    NICE Nexidia Analytics

    NICE Nexidia Analytics 9.1
    Based on 1 answer
    This is such a great product.

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    Cassandra Fulcher | TrustRadius Reviewer
    Cassandra Fulcher
    View all 1 answers on this topic

    Return on Investment

    NICE CXone (formerly NICE inContact)

    • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
    • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
    • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.

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    Gordon Ng | TrustRadius Reviewer
    Gordon Ng
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    NICE Nexidia Analytics

    • We believe we improved our customer service with our employees working with our customers and adapting to their styles.
    • We improved our manager's efficiency selecting calls to monitor and conducting impactful coaching sessions.
    • We had challenges determining a true ROI as we found it difficult/impossible to fully isolate Mattersight's impact to our bottom line. It was hard to attribute our lead conversion applications and revenue directly to Mattersight with several other external factors in play.

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    Anonymous | TrustRadius Reviewer
    Verified User
    View all 39 answers on this topic

    Screenshots

    NICE Nexidia Analytics

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