What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
108 Ratings
37 Ratings

NICE inContact CXone

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
108 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100
37 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 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

Rakuten Viber

It's perfect for messaging and group messaging, especially when users in group are from different places, organizations... (unlike Slack where you have to be member of same organization to be in same group). The video calls are the weak point of the app, so Viber is not good for conference calls, video calls and especially for group video conference calls.
Filip Witkowski | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Rakuten Viber
Agent dashboard
NICE inContact CXone
8.2
Rakuten Viber
Validate callers
NICE inContact CXone
8.3
Rakuten Viber
Outbound response
NICE inContact CXone
7.1
Rakuten Viber
Call forwarding
NICE inContact CXone
8.1
Rakuten Viber
Click-to-call (CTC)
NICE inContact CXone
7.1
Rakuten Viber
Warm transfer
NICE inContact CXone
8.2
Rakuten Viber
Predictive dialing
NICE inContact CXone
8.0
Rakuten Viber
Interactive voice response
NICE inContact CXone
8.4
Rakuten Viber
REST APIs
NICE inContact CXone
8.5
Rakuten Viber
Call scripts
NICE inContact CXone
8.5
Rakuten Viber
Call tracking
NICE inContact CXone
8.6
Rakuten Viber
Multichannel integration
NICE inContact CXone
8.4
Rakuten Viber
CRM software integration
NICE inContact CXone
8.6
Rakuten Viber

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Rakuten Viber
Inbound call routing
NICE inContact CXone
9.0
Rakuten Viber
Omnichannel inbound routing
NICE inContact CXone
8.6
Rakuten Viber
Recording
NICE inContact CXone
8.4
Rakuten Viber
Quality management
NICE inContact CXone
8.2
Rakuten Viber
Call analytics
NICE inContact CXone
8.3
Rakuten Viber
Historical reporting
NICE inContact CXone
8.1
Rakuten Viber
Live reporting
NICE inContact CXone
7.6
Rakuten Viber
Customer surveys
NICE inContact CXone
8.7
Rakuten Viber
Customer interaction analytics
NICE inContact CXone
8.5
Rakuten Viber

Cloud PBX

NICE inContact CXone
Rakuten Viber
8.1
Hosted PBX
NICE inContact CXone
Rakuten Viber
7.3
Multi-level Interactive Voice Response (IVR)
NICE inContact CXone
Rakuten Viber
8.3
User templates
NICE inContact CXone
Rakuten Viber
8.6
Call reports
NICE inContact CXone
Rakuten Viber
7.9
Directory of employee names
NICE inContact CXone
Rakuten Viber
8.3

Call Management

NICE inContact CXone
Rakuten Viber
6.4
Answering rules
NICE inContact CXone
Rakuten Viber
6.8
Call recording
NICE inContact CXone
Rakuten Viber
6.7
Call park
NICE inContact CXone
Rakuten Viber
5.5
Call screening
NICE inContact CXone
Rakuten Viber
4.8
Message alerts
NICE inContact CXone
Rakuten Viber
8.1

VoIP system collaboration

NICE inContact CXone
Rakuten Viber
7.9
Video conferencing
NICE inContact CXone
Rakuten Viber
8.1
Audio conferencing
NICE inContact CXone
Rakuten Viber
8.1
Video screen sharing
NICE inContact CXone
Rakuten Viber
7.5
Instant messaging
NICE inContact CXone
Rakuten Viber
7.9

Mobile apps

NICE inContact CXone
Rakuten Viber
8.3
Mobile app for iOS
NICE inContact CXone
Rakuten Viber
8.3
Mobile app for Android
NICE inContact CXone
Rakuten Viber
8.3

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

Rakuten Viber

  • It is very easy to use and is very user-friendly.
  • You can have high quality video and audio meetings with more than 1 person.
  • You can upload any type of file in Viber (video, audio, text, GIFs, PDF files).
  • It is a very well known messenger so all people have access to it.
Tigran Petrosyan | 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

Rakuten Viber

  • As far as I can tell, Viber lacks the feature to block specific callers/numbers. I've never needed to do this, but I'd like to know I have the option.
  • Viber cannot be used without wifi, so it is not possible to connect with contacts who aren't also using Viber. (Unless you want to use the paid service.)
  • This isn't a major complaint, but I find the layout of Viber to be a little cluttered. Comparing it to WhatsApp, I don't find it to be quite as user-friendly, and I sometimes stumble around to find my way to a contact to call.
Liz Wade | 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

Rakuten Viber

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

Rakuten Viber

No score
No answers yet
No answers on this topic

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

Rakuten Viber

Rakuten Viber 6.8
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

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

Rakuten Viber

No score
No answers yet
No answers on this topic

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

Rakuten Viber

Skype's user interface is really glitchy and doesn't provide same functionality in terms of fun elements - emojis or gifs. Slack is excellent communication tool but as well doesn't provide fun elements as Viber does(emojis, memes, gifs and more). I should also mention that quoting in Slack is not really easy and intuitive.
Anonymous | 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

Rakuten Viber

  • Communication across department is much easier and faster.
  • It is now easier to reach staff that are on an overseas business trip, even if that one is on the go (ex: in the car, at the airport).
  • Most of our customers use Viber, therefore, it is not only convenient to reach people inside the company, it is also used for external communication as well.
Tony Phan | 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

Rakuten Viber

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Rakuten Viber
7.6

Likelihood to Renew

NICE inContact CXone
9.1
Rakuten Viber

Usability

NICE inContact CXone
8.4
Rakuten Viber

Support Rating

NICE inContact CXone
7.5
Rakuten Viber
6.8

Implementation Rating

NICE inContact CXone
7.0
Rakuten Viber

Add comparison