What users are saying about
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Top Rated
108 Ratings
17 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
17 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

Novatime

I believe that Novatime would be well suited for a business that has multiple people working the same or similar shifts. I would think that such places like a fast-food restaurant, hotel/hospitality industry, movie theater, and/or retail store would be a place where something like this would be a place where this software might flourish. In small businesses that have personalized care settings and jobs where the hours may change from day to day, I would recommend this particular timekeeping software.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Novatime
Agent dashboard
NICE inContact CXone
8.2
Novatime
Validate callers
NICE inContact CXone
8.3
Novatime
Outbound response
NICE inContact CXone
7.1
Novatime
Call forwarding
NICE inContact CXone
8.1
Novatime
Click-to-call (CTC)
NICE inContact CXone
7.1
Novatime
Warm transfer
NICE inContact CXone
8.2
Novatime
Predictive dialing
NICE inContact CXone
8.0
Novatime
Interactive voice response
NICE inContact CXone
8.4
Novatime
REST APIs
NICE inContact CXone
8.5
Novatime
Call scripts
NICE inContact CXone
8.5
Novatime
Call tracking
NICE inContact CXone
8.6
Novatime
Multichannel integration
NICE inContact CXone
8.4
Novatime
CRM software integration
NICE inContact CXone
8.6
Novatime

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Novatime
Inbound call routing
NICE inContact CXone
9.0
Novatime
Omnichannel inbound routing
NICE inContact CXone
8.6
Novatime
Recording
NICE inContact CXone
8.4
Novatime
Quality management
NICE inContact CXone
8.2
Novatime
Call analytics
NICE inContact CXone
8.3
Novatime
Historical reporting
NICE inContact CXone
8.1
Novatime
Live reporting
NICE inContact CXone
7.6
Novatime
Customer surveys
NICE inContact CXone
8.7
Novatime
Customer interaction analytics
NICE inContact CXone
8.5
Novatime

Pros

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

Novatime

  • Processing payroll is quite simple.
  • PTO request off is straight forward.
  • It's rather intuitive in use.
Anonymous | TrustRadius Reviewer

Cons

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Novatime

  • You cannot write your own reports. All of the reports are canned ones and if you want one that is not included, you have to go through their design team and pay for it to be added to the list.
  • Since they have "upgraded" their tabs and added things to their pages, their site has slowed down and it takes much longer for some of their pages to load because of the amount of information that is now stored on each of their individual pages. It is nice to have all that information on one page, but it does take longer for it to come up.
  • The scheduling system is set up for organizations that have set schedules and/or multiple people on the same schedule (i.e. 3 people who work 9-3; 5 people who work 3-7; 4 people who work 4-11). If you have only one person who works each individual shift, the scheduling feature is not as helpful. It still works to show actual vs. worked hours and such; however, it will not work as easily to help fill in missing spots if one of your employees is on leave and/or absent.
Jennifer Steffens | TrustRadius Reviewer

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

Novatime

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

Novatime

Novatime 7.0
Based on 1 answer
On the employee's side of things, Novatime is pretty intuitive and fairly easy to use. All they have to do is either press a button to punch in or punch out. If they are entering in their hours, all they have to do is type in the number of hours per day.On the manager's side of things, Novatime is also fairly easy to use. It highlights in red any missed punches and in green any OT that the employee has. There are links on the homepage of the manager's page that will lead them to a list of all their employees' missed punches for a pay period and they can fix them all before payroll is due.Novatime becomes a bit more complicated on the administrator's side. The issues I have run into with Novatime normally come after updates/upgrades to their system. They have been getting better, but the administrator's side is still a bit clunky and takes a while to find what you are looking for. It is not as intuitive as the other sides and takes a bit of computer knowledge to figure it out.
Jennifer Steffens | TrustRadius Reviewer

Support Rating

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 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.
Kevin Lintner | TrustRadius Reviewer

Novatime

Novatime 8.5
Based on 4 answers
We have a great team of guys that are always willing to go the extra mile and keep everyone happy with professional and friendly service.
Adam Bander | TrustRadius Reviewer

Implementation Rating

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 | TrustRadius Reviewer

Novatime

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE inContact CXone

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.
Anonymous | TrustRadius Reviewer

Novatime

Ascentis Timekeeper is superior in it's ability in its configuration of highly complex organizational policies.
Karen Halladay SPHR, SHRM-SCP, CCP, CTM | TrustRadius Reviewer

Return on Investment

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

Novatime

  • Customer service
  • HR support
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

NICE inContact CXone

General

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

Novatime

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Novatime
8.0

Likelihood to Renew

NICE inContact CXone
9.1
Novatime

Usability

NICE inContact CXone
8.4
Novatime
7.0

Support Rating

NICE inContact CXone
7.5
Novatime
8.5

Implementation Rating

NICE inContact CXone
7.0
Novatime

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