NICE inContact CXone vs PhoneBurner | TrustRadius

What users are saying about

Score 8.3 out of 10

Based on 107 reviews and ratings

Score 9.1 out of 10

Based on 8 reviews and ratings

Feature Rating Comparison

NICE inContact CXone

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 inContact CXone

PhoneBurner

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

NICE inContact CXone

PhoneBurner

Contact preview

Dialer-CRM integration

Call notes & tags

Automatic call logging

NICE inContact CXone

PhoneBurner

Outbound dialing

Custom caller ID

Click-to-call

Recorded voicemail drop

Dialer contact import

Campaign & list management

NICE inContact CXone

PhoneBurner

Follow-up calls

Dialer reporting & analytics

Dialer compliance

Pros

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!

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Louena Tauteoli

Customer Care Supervisor

Dental SelectInsurance, 51-200 employees

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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.

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Stefan Silverman

Owner/Managing Director

Franchise Jones ConsultingMarketing & Advertising, 1-10 employees

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Cons

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.

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Verified User

Supervisor in Customer Service

Pharmaceuticals Company, 201-500 employees

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

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Shipping Consultant

UnishippersTransportation/Trucking/Railroad, 1-10 employees

View all 3 answers on this topic

Likelihood to Renew

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.

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Market Research

TRACFONE WIRELESSTelecommunications, 501-1000 employees

View all 9 answers on this topic

No score

No answers yet

No answers on this topic

Usability

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.

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Senior Information Technology Manager

ADSKInformation Technology & Services, 10,001+ employees

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PhoneBurner 9.0

Based on 1 answer

Very good interface and many features. The ability to have a login for application usage is big.

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Verified User

Engineer in Information Technology

Transportation/Trucking/Railroad Company, 201-500 employees

View all 1 answers on this topic

Support Rating

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.

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Data Analyst

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

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PhoneBurner 9.0

Based on 3 answers

They have always been responsive when I need help

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Stefan Silverman

Owner/Managing Director

Franchise Jones ConsultingMarketing & Advertising, 1-10 employees

View all 3 answers on this topic

Implementation Rating

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.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 1 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 84 answers on this topic

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.

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Verified User

Engineer in Information Technology

Transportation/Trucking/Railroad Company, 201-500 employees

View all 3 answers on this topic

Return on Investment

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.

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Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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

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Shipping Consultant

UnishippersTransportation/Trucking/Railroad, 1-10 employees

View all 3 answers on this topic

Screenshots

See All (10) NICE inContact CXone Screenshots

See All (10) PhoneBurner Screenshots

Pricing Details

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

—

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

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

NICE inContact CXone

PhoneBurner

NICE inContact CXone

PhoneBurner

NICE inContact CXone

PhoneBurner

NICE inContact CXone

PhoneBurner

NICE inContact CXone

PhoneBurner

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