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

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
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.6 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

PRO Unlimited Wand VMS

When working with a VMS or MSP I must say PRO is one of the best to use. You are able to manage multiple clients within the same portal, very user-friendly, able to go to one location for all recruitment needs, management needs, sales and accounting needs. It helps organize recruitment needs and make sure that candidates are within budget. With this program, I do not have to worry about aging reports or outstanding invoices
Catherine Soto | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

PRO Unlimited Wand VMS

  • As compared to other VMSs out there, Wand does allow for more information to be entered. In particular, I don't like when there are little to no free-form fields in a VMS, as you cannot truly explain a candidate's experiences without free-form entry.
  • Notifications actually explain what is happening. Some VMSs send notifications that require you to login to see the activity. It's nice to see the info come directly to me in an email.
Elias Cobb | 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

PRO Unlimited Wand VMS

  • It would be helpful in the beginning to see if the opportunity is exempt or non-exempt
  • The timing out of session could be extended a few more minutes longer
  • When adding a candidates email
  • Easier way to update a candidates profile and updated resume
Catherine Soto | 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

PRO Unlimited Wand VMS

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

PRO Unlimited Wand VMS

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

PRO Unlimited Wand VMS

No score
No answers yet
No answers on this topic

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

PRO Unlimited Wand VMS

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

PRO Unlimited Wand VMS

Again, I didn't specifically select the Wand system; our client selected it, and I work with it. However, I have used several VMSs as well, so I feel as though I can compare from a user perspective. Wand isn't great - I prefer Fieldglass for sure, mostly for it's simplicity. IQNavigator, Beeline, and PeopleFluent are all similar to Wand in that they tend to be over-complicated, with a lot of steps involved in the submittal process that aren't relevant to the hiring process. And none are all that intuitive.However, in my experience, the people at PRO are top-notch, and more helpful than almost any others from other VMSs with whom I have worked. I'm not sure if that is strictly a function of the client environment, or PRO itself, but it's worth remarking on.
Elias Cobb | 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

PRO Unlimited Wand VMS

  • Saves time on all aspects of organization
  • Only negative is that there is not a real connection with the managers from a Recruitment or Sales point of view - but understand they are prob bombarded by sales calls
  • Very helpful tool to keep process and procedures in place
Catherine Soto | 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

PRO Unlimited Wand VMS

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
PRO Unlimited Wand VMS
9.9

Likelihood to Renew

NICE inContact CXone
9.1
PRO Unlimited Wand VMS

Usability

NICE inContact CXone
8.4
PRO Unlimited Wand VMS

Support Rating

NICE inContact CXone
7.5
PRO Unlimited Wand VMS

Implementation Rating

NICE inContact CXone
7.0
PRO Unlimited Wand VMS

Add comparison