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Top Rated
751 Ratings
54 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
751 Ratings
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Score 8.4 out of 100
54 Ratings
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Score 8 out of 100

Feature Set Ratings

    Contact Center Software

    8.3

    NICE CXone (formerly NICE inContact)

    83%

    Rakuten Viber

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features

    Agent dashboard

    8.4
    84%
    507 Ratings
    N/A
    0 Ratings

    Validate callers

    8.5
    85%
    432 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    448 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.5
    85%
    405 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.7
    87%
    367 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.7
    87%
    480 Ratings
    N/A
    0 Ratings

    Predictive dialing

    7.8
    78%
    294 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.2
    82%
    338 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    270 Ratings
    N/A
    0 Ratings

    Call scripts

    8.1
    81%
    285 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    460 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    325 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.2
    82%
    329 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    NICE CXone (formerly NICE inContact)

    85%

    Rakuten Viber

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features

    Inbound call routing

    8.5
    85%
    465 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.4
    84%
    336 Ratings
    N/A
    0 Ratings

    Recording

    8.6
    86%
    448 Ratings
    N/A
    0 Ratings

    Quality management

    8.6
    86%
    435 Ratings
    N/A
    0 Ratings

    Call analytics

    8.5
    85%
    441 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.4
    84%
    433 Ratings
    N/A
    0 Ratings

    Live reporting

    8.5
    85%
    418 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

    Cloud PBX

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    8.9

    Rakuten Viber

    89%
    Rakuten Viber ranks higher in 5/5 features

    Hosted PBX

    N/A
    0 Ratings
    8.5
    85%
    6 Ratings

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    9.1
    91%
    8 Ratings

    User templates

    N/A
    0 Ratings
    8.7
    87%
    7 Ratings

    Call reports

    N/A
    0 Ratings
    9.4
    94%
    9 Ratings

    Directory of employee names

    N/A
    0 Ratings
    9.0
    90%
    8 Ratings

    Call Management

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    8.8

    Rakuten Viber

    88%
    Rakuten Viber ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    8.6
    86%
    9 Ratings

    Call recording

    N/A
    0 Ratings
    8.9
    89%
    9 Ratings

    Call park

    N/A
    0 Ratings
    8.4
    84%
    4 Ratings

    Call screening

    N/A
    0 Ratings
    8.4
    84%
    9 Ratings

    Message alerts

    N/A
    0 Ratings
    9.5
    95%
    14 Ratings

    VoIP system collaboration

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    9.2

    Rakuten Viber

    92%
    Rakuten Viber ranks higher in 4/4 features

    Video conferencing

    N/A
    0 Ratings
    8.7
    87%
    13 Ratings

    Audio conferencing

    N/A
    0 Ratings
    9.1
    91%
    13 Ratings

    Video screen sharing

    N/A
    0 Ratings
    8.9
    89%
    5 Ratings

    Instant messaging

    N/A
    0 Ratings
    9.9
    99%
    9 Ratings

    Mobile apps

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    9.9

    Rakuten Viber

    99%
    Rakuten Viber ranks higher in 2/2 features

    Mobile app for iOS

    N/A
    0 Ratings
    9.9
    99%
    17 Ratings

    Mobile app for Android

    N/A
    0 Ratings
    9.9
    99%
    17 Ratings

    Attribute Ratings

    • Rakuten Viber is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    8.4

    NICE CXone (formerly NICE inContact)

    84%
    543 Ratings
    8.7

    Rakuten Viber

    87%
    18 Ratings

    Likelihood to Renew

    6.9

    NICE CXone (formerly NICE inContact)

    69%
    21 Ratings

    Rakuten Viber

    N/A
    0 Ratings

    Usability

    8.6

    NICE CXone (formerly NICE inContact)

    86%
    529 Ratings

    Rakuten Viber

    N/A
    0 Ratings

    Availability

    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings

    Rakuten Viber

    N/A
    0 Ratings

    Performance

    8.2

    NICE CXone (formerly NICE inContact)

    82%
    7 Ratings

    Rakuten Viber

    N/A
    0 Ratings

    Support Rating

    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings
    8.7

    Rakuten Viber

    87%
    13 Ratings

    In-Person Training

    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings

    Rakuten Viber

    N/A
    0 Ratings

    Online Training

    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings

    Rakuten Viber

    N/A
    0 Ratings

    Implementation Rating

    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings

    Rakuten Viber

    N/A
    0 Ratings

    Product Scalability

    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings

    Rakuten Viber

    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

    Rakuten Viber

    As mentioned previously, it is easy to use and access since the you can chat, send voice memos or stickers in a conversation. So in overall it's very entertaining. But throughout that, the audio quality can seem to be a bit off. (Could be personal headset issue)Overall that is the only issue that is present or consistent.
    Alexis Blanco | 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

    Rakuten Viber

    • Viber is a cross platform product. It does not matter if someone uses Android or iOS device, it will work exactly the same.
    • Also the desktop version is very good. You can switch between the desktop and mobile versions within a conversation and see updates right away.
    • It's a very international product. It has been available for very long time, which makes it very wide spread - it has a good user base.
    • You can see the status of your messages.
    Filip Witkowski | 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

    Rakuten Viber

    • When someone sends a file in Viber, the program automatically saves it in your phone memory. This means that you must delete them manually and it really annoys me, as it takes a lot of time to do that.
    • It contains enormous amounts of adds.
    • There is file sharing limit.
    Tigran Petrosyan | 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

    Rakuten Viber

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $0.019 Per Minute

    Rakuten Viber Editions & Modules

    Edition
    USA$0.0191
    UK$0.0191
    1. Per Minute
    Additional Pricing Details

    Likelihood to Renew

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.9
    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

    Rakuten Viber

    No score
    No answers yet
    No answers on this topic

    Usability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.6
    Based on 529 answers
    If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.
    Anonymous | TrustRadius Reviewer

    Rakuten Viber

    No score
    No answers yet
    No answers on this topic

    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

    Rakuten Viber

    No score
    No answers yet
    No answers on this topic

    Performance

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.2
    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

    Rakuten Viber

    No score
    No answers yet
    No answers on this topic

    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

    Rakuten Viber

    Rakuten Viber 8.7
    Based on 13 answers
    I have not frequently used the support for Viber as I have not had many problems with it on my phone. I did use support one time for problems with the computer application and used the forums to solve my problems. They were fairly easy to follow and I appreciated the online help in that format.
    Victoria L. | 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

    Rakuten Viber

    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

    Rakuten Viber

    No score
    No answers yet
    No answers on this topic

    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

    Rakuten Viber

    No score
    No answers yet
    No answers on this topic

    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

    Rakuten Viber

    End-to-end encryption scrambles my messages and delivers them as a scrambled code to my friend's device, whether mobile or desktop, so that only their device can decode them into plain text. If my friend's phone is turned off or they don't have access to the internet, my message will be stored on Viber's servers (for a limited time) until their device is ready to receive it.

    Because Viber can't access or read my private conversations in the first place, Viber can't sell them.
    Samira Islam Resmi | 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

    Rakuten Viber

    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

    Rakuten Viber

    • Viber saves me financially since I am now able to communicate with my international clients for free.
    • Viber helps keep my clients engaged by the fact that I can so easily share photos, which is important as a freelance photographer.
    • Viber allows me to make my messages to clients appealing in a visual way, which I have noticed helps drive actions of my clients, such as remembering to book their next session or pay for their photo order.
    Liz Wade | TrustRadius Reviewer

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