NICE CXone (formerly NICE inContact) vs Qualtrics

What users are saying about

Watch Demo

Score 8.4 out of 10

Based on 750 reviews and ratings

Watch Demo

Score 8.5 out of 10

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

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

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

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

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

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

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

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

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

NICE CXone (formerly NICE inContact)

84%

542 Ratings

8.9

Qualtrics

89%

168 Ratings

NICE CXone (formerly NICE inContact)

68%

21 Ratings

9.4

Qualtrics

94%

41 Ratings

NICE CXone (formerly NICE inContact)

86%

528 Ratings

9.0

Qualtrics

90%

18 Ratings

NICE CXone (formerly NICE inContact)

57%

7 Ratings

9.0

Qualtrics

90%

2 Ratings

NICE CXone (formerly NICE inContact)

81%

7 Ratings

5.5

Qualtrics

55%

2 Ratings

NICE CXone (formerly NICE inContact)

74%

6 Ratings

8.4

Qualtrics

84%

30 Ratings

NICE CXone (formerly NICE inContact)

61%

4 Ratings

Qualtrics

N/A

0 Ratings

NICE CXone (formerly NICE inContact)

79%

5 Ratings

8.0

Qualtrics

80%

2 Ratings

NICE CXone (formerly NICE inContact)

81%

9 Ratings

9.0

Qualtrics

90%

2 Ratings

NICE CXone (formerly NICE inContact)

65%

7 Ratings

Qualtrics

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.

Read full review

Charanjeet Singh

Senior Business Analyst

FIS GlobalBanking, 10,001+ employees

View all 542 answers on this topic

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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Kevin Bone

Product Development Manager

SelectHealthInsurance, 1001-5000 employees

View all 168 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 542 answers on this topic

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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Verified User

Professional in Professional Services

Higher Education Company, 1001-5000 employees

View all 168 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

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) 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.

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Vinicius Leite

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 21 answers on this topic

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.

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Ben Lawder

Vice President | Market Insights

ADPHuman Resources, 10,001+ employees

View all 41 answers on this topic

Usability

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.

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Loreto Destura

Sales Solution Architect

IBM Business ServicesInformation Technology & Services, 201-500 employees

View all 528 answers on this topic

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.

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Brian Harris

Researcher

Church of Jesus Christ of Latter-day SaintsReligious Institutions, 10,001+ employees

View all 18 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

Qualtrics 9.0

Based on 2 answers

No answer on this topic is available.

Performance

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.

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 7 answers on this topic

Qualtrics 5.5

Based on 2 answers

No answer on this topic is available.

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

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

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D. SKye Hodges

Project Manager, Systems/Tools (Global Services Operations)

NovellComputer Software, 5001-10,000 employees

View all 30 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

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

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Michael Climek

Operations Manager at the Public Policy Research Lab

Louisiana State UniversityHigher Education, 1001-5000 employees

View all 2 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

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

Read full review

Benjamin Sider

Manager of Custom Research

The New York TimesNewspapers, 10,001+ employees

View all 2 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 542 answers on this topic

]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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Luke Ferrel

Sr Director of Customer Success - Scale

OutreachComputer Software, 1001-5000 employees

View all 168 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 542 answers on this topic

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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Joshua Melder

Process Optimization Analyst

QuadPrinting, 10,001+ employees

View all 168 answers on this topic

Screenshots

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

See All (3) Qualtrics Screenshots

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

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)

Qualtrics

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)

Qualtrics

Survey templates

Themes

Custom logo/branding

NICE CXone (formerly NICE inContact)

Qualtrics

Changes to live survey

Question design help

Multiple question types

NICE CXone (formerly NICE inContact)

Qualtrics

Survey logic flexibility

NICE CXone (formerly NICE inContact)

Qualtrics

Response tracking

Data export

Standard reports

Custom reports

Analytics

NICE CXone (formerly NICE inContact)

Qualtrics

Access controls

Compliance

NICE CXone (formerly NICE inContact)

Qualtrics

Vendor-offered crowdsourcing

Respondent restrictions

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

NICE CXone (formerly NICE inContact)

Qualtrics

Likelihood to Recommend

NICE CXone (formerly NICE inContact)

Qualtrics

Pros