What users are saying about
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Top Rated
116 Ratings
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Top Rated
285 Ratings

NICE inContact CXone

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Top Rated
116 Ratings
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Score 8.4 out of 100

Qualtrics

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Top Rated
285 Ratings
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Score 8.1 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

Qualtrics

Qualtrics is extremely well-suited for engaging with the wide user-base of your target platform. As a member of a team that provides on-site visits and 'discovery' engagements, Qualtrics helps our team come prepared for on-site visits. Furthermore, follow-up surveys enable our team to be nimble, ask the right questions, and submit additional surveys after our initial engagement. Qualtrics is a fantastic tool for engaging with both internal and external teams with the goal of understanding employee workflows, perceptions, and areas of growth. One can tailor surveys for a specific need and then share out to the client's preferred medium (desktop or mobile). This means that survey respondents will need to have both access and a small technological proficiency in order to successfully complete surveys - however, this is nearly a basic requirement for most administrative jobs today.
Joshua Melder | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.3
Qualtrics
Agent dashboard
NICE inContact CXone
8.4
Qualtrics
Validate callers
NICE inContact CXone
8.4
Qualtrics
Outbound response
NICE inContact CXone
7.4
Qualtrics
Call forwarding
NICE inContact CXone
8.3
Qualtrics
Click-to-call (CTC)
NICE inContact CXone
7.4
Qualtrics
Warm transfer
NICE inContact CXone
8.3
Qualtrics
Predictive dialing
NICE inContact CXone
8.3
Qualtrics
Interactive voice response
NICE inContact CXone
8.6
Qualtrics
REST APIs
NICE inContact CXone
8.4
Qualtrics
Call scripts
NICE inContact CXone
8.7
Qualtrics
Call tracking
NICE inContact CXone
8.7
Qualtrics
Multichannel integration
NICE inContact CXone
8.6
Qualtrics
CRM software integration
NICE inContact CXone
8.5
Qualtrics

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Qualtrics
Inbound call routing
NICE inContact CXone
9.0
Qualtrics
Omnichannel inbound routing
NICE inContact CXone
8.6
Qualtrics
Recording
NICE inContact CXone
8.4
Qualtrics
Quality management
NICE inContact CXone
8.2
Qualtrics
Call analytics
NICE inContact CXone
8.3
Qualtrics
Historical reporting
NICE inContact CXone
8.1
Qualtrics
Live reporting
NICE inContact CXone
7.6
Qualtrics
Customer surveys
NICE inContact CXone
8.9
Qualtrics
Customer interaction analytics
NICE inContact CXone
8.5
Qualtrics

Survey Format & Appearance

NICE inContact CXone
Qualtrics
8.6
Survey templates
NICE inContact CXone
Qualtrics
8.5
Themes
NICE inContact CXone
Qualtrics
8.2
Custom logo/branding
NICE inContact CXone
Qualtrics
9.0

Survey Content

NICE inContact CXone
Qualtrics
8.5
Changes to live survey
NICE inContact CXone
Qualtrics
8.3
Question design help
NICE inContact CXone
Qualtrics
8.3
Multiple question types
NICE inContact CXone
Qualtrics
8.8

Survey Logic

NICE inContact CXone
Qualtrics
7.6
Survey logic flexibility
NICE inContact CXone
Qualtrics
7.6

Survey Reporting & Analytics

NICE inContact CXone
Qualtrics
8.4
Response tracking
NICE inContact CXone
Qualtrics
8.8
Data export
NICE inContact CXone
Qualtrics
8.7
Standard reports
NICE inContact CXone
Qualtrics
8.0
Custom reports
NICE inContact CXone
Qualtrics
8.1
Analytics
NICE inContact CXone
Qualtrics
8.4

Survey Administration & Security

NICE inContact CXone
Qualtrics
8.8
Access controls
NICE inContact CXone
Qualtrics
8.9
Compliance
NICE inContact CXone
Qualtrics
8.7

Survey Distribution

NICE inContact CXone
Qualtrics
8.7
Vendor-offered crowdsourcing
NICE inContact CXone
Qualtrics
9.1
Respondent restrictions
NICE inContact CXone
Qualtrics
8.4

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

Qualtrics

  • Qualtrics offers a wide range of question formats. This feature allows for uniquely styled questions that keep a students interest.
  • Qualtrics is very useful for sending out surveys on a particular schedule at a good time to not overload our campus IT system. The reminder feature is great in that I can set up all four reminders for the entire survey when I set up the survey.
  • I most value the immediate support when I run into a problem. A problem stops my work in its tracks. It is very important that I get the issue resolved quickly so I can get on with my work.
Katharine Mason | 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

Qualtrics

  • Qualtrics has been working to add more programs to its product line, but I am not sure yet how helpful the new lines are. It seems like they are trying to make it to where the entire company will use different platforms based on the type of feedback they need.
  • The Qualtrics insights summit is a really great way to network with all different types of researchers. I just wish they would focus more on research and less on having big-name celebrities speak.
  • Qualtrics support could use some work. It can be difficult to find help in the community. I almost always have to reach out to someone on the online chat or via email to get help.
Corinne Gibson | 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

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 inContact CXone

NICE inContact CXone 8.5
Based on 79 answers
Overall, this platform is incredibly useful. I love that I am able to get context before and after calls, easily reconnect after a drop, and manage my pipeline through incoming and outgoing sources. The only thing I would change is to simply make it look a little more modern. Outside of that, it's a perfect tool.
Anonymous | TrustRadius Reviewer

Qualtrics

Qualtrics 8.6
Based on 10 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

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

Qualtrics

Qualtrics 10.0
Based on 11 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

Online Training

NICE inContact CXone

No score
No answers yet
No answers on this topic

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 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

Qualtrics

Qualtrics 9.0
Based on 1 answer
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 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

Qualtrics

I would say Qualtrics is far superior in terms of functionality and ease of use but is far inferior in terms of price. Since this technology is easily imitable, I wouldn't be surprised if there are other solutions (such as SurveyGizmo) which are more economical but offer the same solution.
Daniel Simonet | 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

Qualtrics

  • It's hard to quantify the impact because of the nature of the work we do in a university. One thing I can say is that it has been a far better replacement for the technology that was previously offered through the specialized survey administration center of the university.
  • It reduces the time one needs to prepare a questionnaire, which translates to monetary savings.
Asif Mehedi | 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

Qualtrics

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.6
Qualtrics
7.6

Likelihood to Renew

NICE inContact CXone
9.1
Qualtrics
9.4

Usability

NICE inContact CXone
8.5
Qualtrics
8.6

Reliability and Availability

NICE inContact CXone
Qualtrics
9.0

Performance

NICE inContact CXone
Qualtrics
5.5

Support Rating

NICE inContact CXone
7.5
Qualtrics
10.0

Online Training

NICE inContact CXone
Qualtrics
8.0

Implementation Rating

NICE inContact CXone
7.0
Qualtrics
9.0

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