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Top Rated
751 Ratings
20 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
751 Ratings
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Score 8.4 out of 100
20 Ratings
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Score 7.2 out of 100

Feature Set Ratings

    Contact Center Software

    8.3

    NICE CXone (formerly NICE inContact)

    83%

    PhoneBurner

    Feature Set Not Supported
    N/A
    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%

    PhoneBurner

    Feature Set Not Supported
    N/A
    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

    Preview Dialer

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    7.7

    PhoneBurner

    77%
    PhoneBurner ranks higher in 4/4 features

    Contact preview

    N/A
    0 Ratings
    8.4
    84%
    8 Ratings

    Dialer-CRM integration

    N/A
    0 Ratings
    6.9
    69%
    7 Ratings

    Call notes & tags

    N/A
    0 Ratings
    6.7
    67%
    7 Ratings

    Automatic call logging

    N/A
    0 Ratings
    8.8
    88%
    8 Ratings

    Core Dialer

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    9.0

    PhoneBurner

    90%
    PhoneBurner ranks higher in 7/7 features

    Outbound dialing

    N/A
    0 Ratings
    9.0
    90%
    8 Ratings

    Inbound routing

    N/A
    0 Ratings
    8.7
    87%
    4 Ratings

    Custom caller ID

    N/A
    0 Ratings
    8.9
    89%
    7 Ratings

    Click-to-call

    N/A
    0 Ratings
    9.0
    90%
    6 Ratings

    Recorded voicemail drop

    N/A
    0 Ratings
    9.1
    91%
    7 Ratings

    Dialer contact import

    N/A
    0 Ratings
    9.2
    92%
    7 Ratings

    Campaign & list management

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Call Follow-up and Quality Assurance

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    9.0

    PhoneBurner

    90%
    PhoneBurner ranks higher in 3/3 features

    Follow-up calls

    N/A
    0 Ratings
    9.2
    92%
    7 Ratings

    Dialer reporting & analytics

    N/A
    0 Ratings
    8.8
    88%
    8 Ratings

    Dialer compliance

    N/A
    0 Ratings
    9.2
    92%
    7 Ratings

    Attribute Ratings

    • NICE CXone (formerly NICE inContact) is rated higher in 1 area: Likelihood to Recommend
    • PhoneBurner is rated higher in 2 areas: Usability, Support Rating

    Likelihood to Recommend

    8.4

    NICE CXone (formerly NICE inContact)

    84%
    543 Ratings
    7.2

    PhoneBurner

    72%
    8 Ratings

    Likelihood to Renew

    6.9

    NICE CXone (formerly NICE inContact)

    69%
    21 Ratings

    PhoneBurner

    N/A
    0 Ratings

    Usability

    8.6

    NICE CXone (formerly NICE inContact)

    86%
    529 Ratings
    9.3

    PhoneBurner

    93%
    3 Ratings

    Availability

    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings

    PhoneBurner

    N/A
    0 Ratings

    Performance

    8.2

    NICE CXone (formerly NICE inContact)

    82%
    7 Ratings

    PhoneBurner

    N/A
    0 Ratings

    Support Rating

    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings
    8.7

    PhoneBurner

    87%
    5 Ratings

    In-Person Training

    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings

    PhoneBurner

    N/A
    0 Ratings

    Online Training

    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings

    PhoneBurner

    N/A
    0 Ratings

    Implementation Rating

    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings

    PhoneBurner

    N/A
    0 Ratings

    Product Scalability

    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings

    PhoneBurner

    N/A
    0 Ratings

    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.
    Anonymous | TrustRadius Reviewer

    PhoneBurner

    I like that you can dial out so many leads and double the efficiency of the agent. The only thing that bothers me is sometimes, system down issue.
    JUNE REY RAMIREZ | TrustRadius Reviewer

    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.
    Charanjeet Singh | TrustRadius Reviewer

    PhoneBurner

    • PhoneBurner connects to Hubspot so that my team doesn't have to go back and forth.
    • The amount of time it takes to get through a list of calls has almost been cut in half.
    • The opportunity to do leave a voicemail without having to leave it on each call is a huge time saver.
    Nathan Newman | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    PhoneBurner

    • Could be a little better on the pricing.
    • Could offer a better central administrative function.
    • Could provide more updates to the app.
    Anonymous | TrustRadius Reviewer

    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 CXone (formerly NICE inContact) Editions & Modules

    Additional Pricing Details

    PhoneBurner

    General

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

    Starting Price

    $149 per user, per month

    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.

    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.
    Vinicius Leite | TrustRadius Reviewer

    PhoneBurner

    No score
    No answers yet
    No 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.
    Anonymous | TrustRadius Reviewer

    PhoneBurner

    PhoneBurner 9.3
    Based on 3 answers
    PhoneBurner as I said before, has an excellent graphical interface, super friendly, with menus that the user can easily find and program the calls. The layout is good, fast, and has little delay and errors. I really like the tool and from the beginning, I had no difficulty with the usability.
    Julia Carmargo | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    PhoneBurner

    No score
    No answers yet
    No 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.
    Anonymous | TrustRadius Reviewer

    PhoneBurner

    No score
    No answers yet
    No answers on this topic

    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.
    Kevin Lintner | TrustRadius Reviewer

    PhoneBurner

    PhoneBurner 8.7
    Based on 5 answers
    Every interaction I have had with any member of their support team has been pleasant. Issues are quickly addressed and their response time is excellent through the chat service.
    Erin Miller | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    PhoneBurner

    No score
    No answers yet
    No 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.
    Dailson Laurentino | TrustRadius Reviewer

    PhoneBurner

    No score
    No answers yet
    No 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.
    Dailson Laurentino | TrustRadius Reviewer

    PhoneBurner

    No score
    No answers yet
    No answers on this topic

    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.
    Anonymous | TrustRadius Reviewer

    PhoneBurner

    We selected PhoneBurner because it is very easy to integrate with Zoho CRM and if you have a silver plan, you can do a lot such as Sending SMS and unlimited calling, you can also record and drop voicemail, timezone calling is automatic. It is a good dialer to use if you are part of sales.
    JUNE REY RAMIREZ | TrustRadius Reviewer

    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.
    Vinicius Leite | TrustRadius Reviewer

    PhoneBurner

    No score
    No answers yet
    No 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.
    Gordon Ng | TrustRadius Reviewer

    PhoneBurner

    • [I believe] it has cost me a fortune in wasted time trying to make the Hubspot integration [work] (to no avail).
    • [I believe] if the Hubspot integration actually worked, we would probably get decent ROI from the speedier calling.
    Anonymous | TrustRadius Reviewer

    Screenshots

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