What users are saying about
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Top Rated
750 Ratings
349 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
750 Ratings
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Score 8.4 out of 100
349 Ratings
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Score 8.5 out of 100

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

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Caroline Wong | TrustRadius Reviewer

    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.
    Charanjeet Singh | TrustRadius Reviewer

    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.
    Kevin Bone | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pricing 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
    1. 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.
    Vinicius Leite | TrustRadius Reviewer

    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.
    Ben Lawder | TrustRadius Reviewer

    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.
    Loreto Destura | TrustRadius Reviewer

    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.
    Brian Harris | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    Qualtrics

    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.
    Anonymous | TrustRadius Reviewer

    Qualtrics

    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.
    Kevin Lintner | TrustRadius Reviewer

    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
    D. SKye Hodges | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Qualtrics

    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.
    Dailson Laurentino | TrustRadius Reviewer

    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
    Michael Climek | TrustRadius Reviewer

    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.
    Dailson Laurentino | TrustRadius Reviewer

    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
    Benjamin Sider | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    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
    Luke Ferrel | TrustRadius Reviewer

    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.
    Vinicius Leite | TrustRadius Reviewer

    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.
    Gordon Ng | TrustRadius Reviewer

    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!
    Joshua Melder | TrustRadius Reviewer

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