What users are saying about
NICE CXone (formerly NICE inContact)
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Top Rated
750 Ratings
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Based on 750 reviews and ratings
349 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 349 reviews and ratings
Feature Set Ratings
Contact Center Software
8.3
NICE CXone (formerly NICE inContact)
83%

Qualtrics
Feature Set Not Supported
N/A
NICE CXone (formerly NICE inContact) ranks higher in 13/13 features
NICE CXone (formerly NICE inContact) ranks higher in 13/13 features
Agent dashboard
8.4
84%
506 Ratings

N/A
0 Ratings
Validate callers
8.5
85%
431 Ratings

N/A
0 Ratings
Outbound response
8.3
83%
447 Ratings

N/A
0 Ratings
Call forwarding
8.5
85%
404 Ratings

N/A
0 Ratings
Click-to-call (CTC)
8.7
87%
366 Ratings

N/A
0 Ratings
Warm transfer
8.7
87%
479 Ratings

N/A
0 Ratings
Predictive dialing
7.8
78%
293 Ratings

N/A
0 Ratings
Interactive voice response
8.2
82%
337 Ratings

N/A
0 Ratings
REST APIs
8.0
80%
269 Ratings

N/A
0 Ratings
Call scripts
8.2
82%
285 Ratings

N/A
0 Ratings
Call tracking
8.4
84%
459 Ratings

N/A
0 Ratings
Multichannel integration
8.2
82%
324 Ratings

N/A
0 Ratings
CRM software integration
8.2
82%
328 Ratings

N/A
0 Ratings
Workforce Optimization (WFO)
8.5
NICE CXone (formerly NICE inContact)
85%

Qualtrics
Feature Set Not Supported
N/A
NICE CXone (formerly NICE inContact) ranks higher in 9/9 features
NICE CXone (formerly NICE inContact) ranks higher in 9/9 features
Inbound call routing
8.5
85%
464 Ratings

N/A
0 Ratings
Omnichannel inbound routing
8.4
84%
335 Ratings

N/A
0 Ratings
Recording
8.6
86%
447 Ratings

N/A
0 Ratings
Quality management
8.6
86%
434 Ratings

N/A
0 Ratings
Call analytics
8.5
85%
440 Ratings

N/A
0 Ratings
Historical reporting
8.4
84%
432 Ratings

N/A
0 Ratings
Live reporting
8.5
85%
417 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
Survey Format & Appearance
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A

8.4
Qualtrics
84%
Qualtrics CoreXM ranks higher in 3/3 features
Qualtrics CoreXM ranks higher in 3/3 features
Survey templates
N/A
0 Ratings

8.6
86%
106 Ratings
Themes
N/A
0 Ratings

8.4
84%
109 Ratings
Custom logo/branding
N/A
0 Ratings

8.4
84%
107 Ratings
Survey Content
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A

9.0
Qualtrics
90%
Qualtrics CoreXM ranks higher in 3/3 features
Qualtrics CoreXM ranks higher in 3/3 features
Changes to live survey
N/A
0 Ratings

9.4
94%
109 Ratings
Question design help
N/A
0 Ratings

8.3
83%
115 Ratings
Multiple question types
N/A
0 Ratings

9.3
93%
125 Ratings
Survey Logic
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A

8.6
Qualtrics
86%
Qualtrics CoreXM ranks higher in 1/1 features
Qualtrics CoreXM ranks higher in 1/1 features
Survey logic flexibility
N/A
0 Ratings

8.6
86%
125 Ratings
Survey Reporting & Analytics
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A

8.5
Qualtrics
85%
Qualtrics CoreXM ranks higher in 5/5 features
Qualtrics CoreXM ranks higher in 5/5 features
Response tracking
N/A
0 Ratings

8.8
88%
122 Ratings
Data export
N/A
0 Ratings

8.8
88%
122 Ratings
Standard reports
N/A
0 Ratings

8.6
86%
115 Ratings
Custom reports
N/A
0 Ratings

8.0
80%
104 Ratings
Analytics
N/A
0 Ratings

8.4
84%
109 Ratings
Survey Administration & Security
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A

9.0
Qualtrics
90%
Qualtrics CoreXM ranks higher in 2/2 features
Qualtrics CoreXM ranks higher in 2/2 features
Access controls
N/A
0 Ratings

8.8
88%
106 Ratings
Compliance
N/A
0 Ratings

9.2
92%
93 Ratings
Survey Distribution
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A

8.5
Qualtrics
85%
Qualtrics CoreXM ranks higher in 2/2 features
Qualtrics CoreXM ranks higher in 2/2 features
Vendor-offered crowdsourcing
N/A
0 Ratings

8.2
82%
54 Ratings
Respondent restrictions
N/A
0 Ratings

8.8
88%
83 Ratings
Attribute Ratings
- NICE CXone (formerly NICE inContact) is rated higher in 1 area: Performance
- Qualtrics CoreXM is rated higher in 7 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Availability, Support Rating, Online Training, Implementation Rating
Likelihood to Recommend
8.4
NICE CXone (formerly NICE inContact)
84%
542 Ratings

8.9
Qualtrics
89%
168 Ratings
Likelihood to Renew
6.8
NICE CXone (formerly NICE inContact)
68%
21 Ratings

9.4
Qualtrics
94%
41 Ratings
Usability
8.6
NICE CXone (formerly NICE inContact)
86%
528 Ratings

9.0
Qualtrics
90%
18 Ratings
Availability
5.7
NICE CXone (formerly NICE inContact)
57%
7 Ratings

9.0
Qualtrics
90%
2 Ratings
Performance
8.1
NICE CXone (formerly NICE inContact)
81%
7 Ratings

5.5
Qualtrics
55%
2 Ratings
Support Rating
7.4
NICE CXone (formerly NICE inContact)
74%
6 Ratings

8.4
Qualtrics
84%
30 Ratings
In-Person Training
6.1
NICE CXone (formerly NICE inContact)
61%
4 Ratings

Qualtrics
N/A
0 Ratings
Online Training
7.9
NICE CXone (formerly NICE inContact)
79%
5 Ratings

8.0
Qualtrics
80%
2 Ratings
Implementation Rating
8.1
NICE CXone (formerly NICE inContact)
81%
9 Ratings

9.0
Qualtrics
90%
2 Ratings
Product Scalability
6.5
NICE CXone (formerly NICE inContact)
65%
7 Ratings

Qualtrics
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.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesQualtrics
Qualtrics is a good medium for creating surveys and getting analytics back for it. I think it's easy to learn if you are in the business of creating surveys or if it's part of your studies. It can be a little overwhelming for a brand new user who has never created a survey for the first time. So onboarding could be better.
User Experience Researcher
Sun Life FinancialFinancial Services, 10,001+ employees
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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
Qualtrics
- Qualtrics CoreXM is easy to use for quick one-time surveys or for measuring opinions over time
- It's great for sending/managing RSVPs for meetings or other gatherings or to collect important data like Conflict of Interest declarations.
- Qualtrics CoreXM's reporting and crosstab functionality is beefy and gets better all of the time. I'm always amazed at how easy it is to generate reports for sharing my survey response data and research.
Product Development Manager
SelectHealthInsurance, 1001-5000 employees
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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesQualtrics
- The collaborate feature can be clunky and sometimes we have to remove access and add a person back in for them to see the survey in their lists
- We have a contract through our university and more than one person has created their account in the wrong place, causing some administrative headaches as that is fixed so that we can collaborate on surveys with them.
- I wish it was easier to organize my surveys into folders, there should be a more efficient way to do that.

Verified User
Professional in Professional Services
Higher Education Company, 1001-5000 employeesPricing 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
—Qualtrics
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
$1,500 per user/per year
Qualtrics Editions & Modules
Edition
Research Core 1 | $1,5001 |
---|
- per user/per year
Additional Pricing Details
—Likelihood to Renew
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 6.8
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Qualtrics
Qualtrics 9.4
Based on 41 answers
I was impressed a couple years ago when two heads of market research at Fortune 500 companies told me about them, and I've been even more impressed with the advancements I've seen in the last year. I like where the company is headed, and I look forward to using them again in a future role.
Vice President | Market Insights
ADPHuman Resources, 10,001+ employees
Usability
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 8.6
Based on 528 answers
In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.
Sales Solution Architect
IBM Business ServicesInformation Technology & Services, 201-500 employees
Qualtrics
Qualtrics 9.0
Based on 18 answers
All the menus are very user friendly and intuitive. I can always find exactly what I'm looking for and can change anything I need to with ease. All the elements of the survey are adjustable with very little effort and without confusion.
Researcher
Church of Jesus Christ of Latter-day SaintsReligious Institutions, 10,001+ employees
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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesQualtrics
Qualtrics 9.0
Based on 2 answers
No answer on this topic is available.
Performance
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 8.1
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesQualtrics
Qualtrics 5.5
Based on 2 answers
No answer on this topic is available.
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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
Qualtrics
Qualtrics 8.4
Based on 30 answers
Whenever we have had an issue with trying to figure out how to do something (even though the documentation is incredibly well put together) we have asked Qualtrics support and have always received our answer nearly immediately (I think in maybe 10 times, only once did a support person need to call us back). Qualtrics support is dedicated to solving customer issues right, and in the first contact, if at all possible
Project Manager, Systems/Tools (Global Services Operations)
NovellComputer Software, 5001-10,000 employees
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesQualtrics
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Qualtrics
Qualtrics 8.0
Based on 2 answers
I still use it. It does everything you need an online survey to do. From heat mapping to complex skip logic and display logic. I use it weekly and it never disappoints
Operations Manager at the Public Policy Research Lab
Louisiana State UniversityHigher Education, 1001-5000 employees
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Qualtrics
Qualtrics 9.0
Based on 2 answers
I like being able to easily integrate new colleagues by simply giving them a log in user name and password
Manager of Custom Research
The New York TimesNewspapers, 10,001+ employees
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesQualtrics
]Qualtrics] CoreXM is great if you want something that is a little more [long] lasting and impactful than a simple survey engine, but aren't quite ready for something that is a long term sustainable program. I would put [Qualtrics] CoreXM squarely in the large, defined project phase. CX is more of the program phase, and other lessor vendors are great for the pre-project definition phase
Sr Director of Customer Success - Scale
OutreachComputer Software, 1001-5000 employees
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Qualtrics
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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees
Qualtrics
- Increased productivity due to the highly intuitive user-interface and template saving capabilities.
- Reporting and analytics are extremely valuable. Our team can track responses and share feedback/results extremely quickly.
- If a user has created a great template, they can share to external teams quite easily. It helps other departments!
Process Optimization Analyst
QuadPrinting, 10,001+ employees