What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
108 Ratings
3 Ratings

NICE inContact CXone

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
108 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.7 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

Orum

If you don't have direct phone numbers, Orum is less helpful. Other than that, it's a must-buy. If you sell to SMB and have a ton of targets, a must-buy. If you sell to enterprise and have 10-30 ABM accounts you're going after, but you don't know who your desired/perfect key player is at those accounts, you must buy it and call 100 people at each account. If you want to mask your dials (like, change the phone number so that you can dial multiple times a day without them seeing it on called ID), it's a must-buy.
Aaron Milner | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Preview Dialer

NICE inContact CXone
Orum
9.4
Contact preview
NICE inContact CXone
Orum
9.0
Dialer-CRM integration
NICE inContact CXone
Orum
9.7
Call notes & tags
NICE inContact CXone
Orum
9.0
Automatic call logging
NICE inContact CXone
Orum
9.7

Core Dialer

NICE inContact CXone
Orum
9.7
Outbound dialing
NICE inContact CXone
Orum
9.7
Custom caller ID
NICE inContact CXone
Orum
10.0
Click-to-call
NICE inContact CXone
Orum
9.1
Recorded voicemail drop
NICE inContact CXone
Orum
9.7
Dialer contact import
NICE inContact CXone
Orum
9.7
Campaign & list management
NICE inContact CXone
Orum
10.0

Call Follow-up and Quality Assurance

NICE inContact CXone
Orum
9.6
Follow-up calls
NICE inContact CXone
Orum
9.0
Dialer reporting & analytics
NICE inContact CXone
Orum
9.7
Dialer compliance
NICE inContact CXone
Orum
10.0

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

Orum

  • Power dialing
  • Syncing real-time call data with Outreach.
  • Leaving automated voicemails.
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

Orum

  • LinkedIn sales nav integration
Anonymous | 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

Orum

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

Orum

No score
No answers yet
No answers on this topic

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

Orum

Orum 9.7
Based on 3 answers
I typed it in a previous question's answer: of my entire tech stack, Matt Godwin is my top CSM by far. Daisy on the Sales side is wonderful, as well.
Aaron Milner | 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

Orum

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

Orum

PhoneBurner is a good dialer as well and might be a better fit for a different use case, but as of my writing this review, they do not have a direct integration with Outreach. They allow a third-party (PieSync) to make certain "if-than" connections, but PhoneBurner didn't make it clear if there was a way to automatically log calls in Outreach. Plus PieSync brings its own monthly cost. Orum is a bit more expensive but well worth it for me.
Anonymous | 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

Orum

  • More conversations
  • Hit all my KPIs
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

Orum

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Orum
9.7

Likelihood to Renew

NICE inContact CXone
9.1
Orum

Usability

NICE inContact CXone
8.4
Orum

Support Rating

NICE inContact CXone
7.5
Orum
9.7

Implementation Rating

NICE inContact CXone
7.0
Orum

Add comparison