NICE CXone vs. Qualtrics XM for Strategy and Research

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone
Score 7.9 out of 10
N/A
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month per user
Qualtrics
Score 7.4 out of 10
N/A
Qualtrics is software for advanced quantitative and qualitative research to design products that satisfy customers, increase market share, and build enduring brands. The platform brings sophisticated quant and qual research together with analytics in a single platform.
$1,500
per user/per year
Pricing
NICE CXoneQualtrics XM for Strategy and Research
Editions & Modules
Digital Agent
$71
per month per user
Voice Agent
$94
per month per user
Omnichannel Agent
$110
per month per user
Essential Suite
$135
per month per user
Core Suite
$169
per month per user
Complete Suite
$209
per month per user
Research Core 1
1,500
per user/per year
Offerings
Pricing Offerings
NICE CXoneQualtrics
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
NICE CXoneQualtrics XM for Strategy and Research
Top Pros
Top Cons
Features
NICE CXoneQualtrics XM for Strategy and Research
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone
8.1
547 Ratings
3% below category average
Qualtrics XM for Strategy and Research
-
Ratings
Agent dashboard8.7527 Ratings00 Ratings
Validate callers8.3444 Ratings00 Ratings
Outbound response9.0464 Ratings00 Ratings
Call forwarding7.9420 Ratings00 Ratings
Click-to-call (CTC)8.2382 Ratings00 Ratings
Warm transfer8.5500 Ratings00 Ratings
Predictive dialing8.2302 Ratings00 Ratings
Interactive voice response8.9352 Ratings00 Ratings
REST APIs6.1285 Ratings00 Ratings
Call scripts6.2303 Ratings00 Ratings
Call tracking8.4481 Ratings00 Ratings
Multichannel integration8.3343 Ratings00 Ratings
CRM software integration9.2342 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone
7.9
525 Ratings
5% below category average
Qualtrics XM for Strategy and Research
-
Ratings
Inbound call routing8.0485 Ratings00 Ratings
Omnichannel inbound routing7.8354 Ratings00 Ratings
Recording8.4467 Ratings00 Ratings
Quality management7.5452 Ratings00 Ratings
Call analytics8.3460 Ratings00 Ratings
Historical reporting8.6451 Ratings00 Ratings
Live reporting8.3437 Ratings00 Ratings
Customer surveys5.9281 Ratings00 Ratings
Customer interaction analytics8.2299 Ratings00 Ratings
Best Alternatives
NICE CXoneQualtrics XM for Strategy and Research
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Jotform
Jotform
Score 8.7 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Jotform
Jotform
Score 8.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
QuestionPro
QuestionPro
Score 9.3 out of 10
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User Ratings
NICE CXoneQualtrics XM for Strategy and Research
Likelihood to Recommend
8.4
(578 ratings)
3.8
(170 ratings)
Likelihood to Renew
9.2
(24 ratings)
9.4
(41 ratings)
Usability
8.4
(552 ratings)
4.0
(21 ratings)
Availability
3.7
(7 ratings)
9.0
(1 ratings)
Performance
9.2
(7 ratings)
5.5
(1 ratings)
Support Rating
8.0
(5 ratings)
1.9
(22 ratings)
In-Person Training
3.1
(4 ratings)
-
(0 ratings)
Online Training
7.0
(5 ratings)
8.0
(2 ratings)
Implementation Rating
8.0
(8 ratings)
9.0
(1 ratings)
Configurability
7.0
(4 ratings)
-
(0 ratings)
Ease of integration
7.0
(4 ratings)
-
(0 ratings)
Product Scalability
6.7
(7 ratings)
-
(0 ratings)
Vendor post-sale
4.4
(5 ratings)
-
(0 ratings)
Vendor pre-sale
4.4
(5 ratings)
-
(0 ratings)
User Testimonials
NICE CXoneQualtrics XM for Strategy and Research
Likelihood to Recommend
NICE Systems
NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
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Qualtrics
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.
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Pros
NICE Systems
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
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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.
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Cons
NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Qualtrics
  • 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.
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Likelihood to Renew
NICE Systems
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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Qualtrics
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.
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Usability
NICE Systems
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
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Qualtrics
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.
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Reliability and Availability
NICE Systems
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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Qualtrics
No answers on this topic
Performance
NICE Systems
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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Qualtrics
No answers on this topic
Support Rating
NICE Systems
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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Qualtrics
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
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In-Person Training
NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
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Qualtrics
No answers on this topic
Online Training
NICE Systems
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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Qualtrics
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
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Implementation Rating
NICE Systems
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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Qualtrics
I like being able to easily integrate new colleagues by simply giving them a log in user name and password
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Alternatives Considered
NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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Qualtrics
]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
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Scalability
NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Qualtrics
No answers on this topic
Return on Investment
NICE Systems
  • CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization.
  • With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients.
  • The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion.
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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!
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ScreenShots

NICE CXone Screenshots

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives  agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.

Qualtrics Screenshots

Screenshot of