NICE CXone (formerly NICE inContact) vs PhoneBurner

What users are saying about

Watch Demo

Score 8.4 out of 10

Based on 751 reviews and ratings

Watch Demo

Score 7.2 out of 10

Based on 20 reviews and ratings

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

NICE CXone (formerly NICE inContact)

84%

543 Ratings

7.2

PhoneBurner

72%

8 Ratings

NICE CXone (formerly NICE inContact)

69%

21 Ratings

PhoneBurner

N/A

0 Ratings

NICE CXone (formerly NICE inContact)

86%

529 Ratings

9.3

PhoneBurner

93%

3 Ratings

NICE CXone (formerly NICE inContact)

57%

7 Ratings

PhoneBurner

N/A

0 Ratings

NICE CXone (formerly NICE inContact)

82%

7 Ratings

PhoneBurner

N/A

0 Ratings

NICE CXone (formerly NICE inContact)

74%

6 Ratings

8.7

PhoneBurner

87%

5 Ratings

NICE CXone (formerly NICE inContact)

61%

4 Ratings

PhoneBurner

N/A

0 Ratings

NICE CXone (formerly NICE inContact)

79%

5 Ratings

PhoneBurner

N/A

0 Ratings

NICE CXone (formerly NICE inContact)

81%

9 Ratings

PhoneBurner

N/A

0 Ratings

NICE CXone (formerly NICE inContact)

65%

7 Ratings

PhoneBurner

N/A

0 Ratings

Pros

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

Senior Business Analyst

FIS GlobalBanking, 10,001+ employees

View all 543 answers on this topic

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.

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Nathan Newman

VP of Sales

Best CompanyMarketing & Advertising, 51-200 employees

View all 8 answers on this topic

Cons

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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Verified User

Supervisor in Customer Service

Security & Investigations Company, 51-200 employees

View all 543 answers on this topic

Could be a little better on the pricing.
Could offer a better central administrative function.
Could provide more updates to the app.

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Verified User

Engineer in Information Technology

Transportation/Trucking/Railroad Company, 201-500 employees

View all 8 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

NICE CXone (formerly NICE inContact) Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Starting Price

$149 per user, per month

PhoneBurner Editions & Modules

Edition

Unlimited - 1 user	$149.00¹

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) 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

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 21 answers on this topic

No score

No answers yet

No answers on this topic

Usability

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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Verified User

Employee in Sales

Telecommunications Company, 201-500 employees

View all 529 answers on this topic

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.

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Julia Carmargo

Analista de banco de dados

IBMInformation Technology & Services, 10,001+ employees

View all 3 answers on this topic

Reliability and Availability

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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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Performance

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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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Support Rating

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

Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

View all 6 answers on this topic

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.

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Erin Miller

Shipping Consultant

UnishippersTransportation/Trucking/Railroad, 1-10 employees

View all 5 answers on this topic

In-Person Training

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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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

View all 4 answers on this topic

No score

No answers yet

No answers on this topic

Online Training

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

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 employees

View all 5 answers on this topic

No score

No answers yet

No answers on this topic

Implementation Rating

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

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 employees

View all 9 answers on this topic

No score

No answers yet

No answers on this topic

Alternatives Considered

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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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

View all 543 answers on this topic

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.

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JUNE REY RAMIREZ

Senior Account Manager

Foyr NeoArchitecture & Planning, 201-500 employees

View all 8 answers on this topic

Scalability

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

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Return on Investment

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

Typist

Department of Mental HealthGovernment Administration, 201-500 employees

View all 543 answers on this topic

[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.

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Verified User

Director in Marketing

Computer Software Company, 51-200 employees

View all 8 answers on this topic

Screenshots

See All (10) NICE CXone (formerly NICE inContact) Screenshots

See All (10) PhoneBurner Screenshots

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE CXone (formerly NICE inContact)

PhoneBurner

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

NICE CXone (formerly NICE inContact)

PhoneBurner

Contact preview

Dialer-CRM integration

Call notes & tags

Automatic call logging

NICE CXone (formerly NICE inContact)

PhoneBurner

Outbound dialing

Inbound routing

Custom caller ID

Click-to-call

Recorded voicemail drop

Dialer contact import

Campaign & list management

NICE CXone (formerly NICE inContact)

PhoneBurner

Follow-up calls

Dialer reporting & analytics

Dialer compliance

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

NICE CXone (formerly NICE inContact)

PhoneBurner

Likelihood to Recommend

NICE CXone (formerly NICE inContact)

PhoneBurner

Pros

NICE CXone (formerly NICE inContact)

PhoneBurner

Cons

NICE CXone (formerly NICE inContact)

PhoneBurner

Pricing Details

General

Free Trial