What users are saying about
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Top Rated
107 Ratings
8 Ratings

NICE inContact CXone

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Top Rated
107 Ratings
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Score 8.3 out of 100
8 Ratings
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Score 9.1 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

PhoneBurner

Good for troubleshooting. Not so great for production calling. The tool is well suited for helping to troubleshoot other systems but I would not use it in everyday usage just for general calling. It easily masks your caller ID so that is helpful when looking to try to do that.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Preview Dialer

NICE inContact CXone
PhoneBurner
7.5
Contact preview
NICE inContact CXone
PhoneBurner
6.3
Dialer-CRM integration
NICE inContact CXone
PhoneBurner
7.0
Call notes & tags
NICE inContact CXone
PhoneBurner
7.7
Automatic call logging
NICE inContact CXone
PhoneBurner
9.0

Core Dialer

NICE inContact CXone
PhoneBurner
8.2
Outbound dialing
NICE inContact CXone
PhoneBurner
9.3
Custom caller ID
NICE inContact CXone
PhoneBurner
7.0
Click-to-call
NICE inContact CXone
PhoneBurner
7.0
Recorded voicemail drop
NICE inContact CXone
PhoneBurner
8.3
Dialer contact import
NICE inContact CXone
PhoneBurner
8.7
Campaign & list management
NICE inContact CXone
PhoneBurner
8.7

Call Follow-up and Quality Assurance

NICE inContact CXone
PhoneBurner
8.4
Follow-up calls
NICE inContact CXone
PhoneBurner
8.7
Dialer reporting & analytics
NICE inContact CXone
PhoneBurner
8.7
Dialer compliance
NICE inContact CXone
PhoneBurner
8.0

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

PhoneBurner

  • Dramatically increases the number of prospect calls I can make per hour.
  • Prospects that don't answer automatically receive a customized voicemail and email.
  • Call events are automatically logged in the prospect's record.
Stefan Silverman | 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

PhoneBurner

  • They changed the detailed report that follows an import of new data. What they had originally was better.
Erin Miller | 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

PhoneBurner

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 70 answers
Because of the recent outages and bad user experiences, we have been crippled over the past two months. While we receive notifications and alerts about what is happening; we are not given any optional workarounds to get us working. It's difficult to service our customers if we are not able to connect with them; even for a minute.
SHERYL WALTON | TrustRadius Reviewer

PhoneBurner

PhoneBurner 9.0
Based on 1 answer
Very good interface and many features. The ability to have a login for application usage is big.
Anonymous | 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

PhoneBurner

PhoneBurner 9.0
Based on 3 answers
They have always been responsive when I need help
Stefan Silverman | 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

PhoneBurner

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

PhoneBurner

PhoneBurner is better due to the features of the application and the interface execution. It is a far superior product for troubleshooting issues and retaining numbers for usage. Text Free is okay but PhoneBurner is better.
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

PhoneBurner

  • The ability to maintain and reference years' worth of contacts and interactions has immeasurable value.
Erin Miller | 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

NICE inContact CXone Editions & Modules

Additional Pricing Details

PhoneBurner

General

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

PhoneBurner Editions & Modules

Edition
Unlimited - 1 user$149.001
  1. per user, per month
Additional Pricing Details
No contracts. No setup fees. No credit card free trial. Volume discounts are available for teams. Admin account is free unless engaged in dialing.

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
PhoneBurner
9.0

Likelihood to Renew

NICE inContact CXone
9.1
PhoneBurner

Usability

NICE inContact CXone
8.4
PhoneBurner
9.0

Support Rating

NICE inContact CXone
7.5
PhoneBurner
9.0

Implementation Rating

NICE inContact CXone
7.0
PhoneBurner

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