What users are saying about
NICE CXone (formerly NICE inContact)
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Top Rated
750 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 750 reviews and ratings
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7 out of 100
Based on 3 reviews and ratings
Feature Set Ratings
Contact Center Software
8.3
NICE CXone (formerly NICE inContact)
83%
Resource Guru
Feature Set Not Supported
N/A
NICE CXone (formerly NICE inContact) ranks higher in 13/13 features
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%
Resource Guru
Feature Set Not Supported
N/A
NICE CXone (formerly NICE inContact) ranks higher in 9/9 features
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
Project Management
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A
8.7
Resource Guru
87%
Resource Guru ranks higher in 3/3 features
Resource Guru ranks higher in 3/3 features
Resource Management
N/A
0 Ratings
8.0
80%
1 Rating
Scheduling
N/A
0 Ratings
8.0
80%
1 Rating
Team Collaboration
N/A
0 Ratings
10.0
100%
1 Rating
Professional Services Automation
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A
9.0
Resource Guru
90%
Resource Guru ranks higher in 1/1 features
Resource Guru ranks higher in 1/1 features
Project & financial reporting
N/A
0 Ratings
9.0
90%
1 Rating
Attribute Ratings
- NICE CXone (formerly NICE inContact) is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
8.4
NICE CXone (formerly NICE inContact)
84%
542 Ratings
8.0
Resource Guru
80%
1 Rating
Likelihood to Renew
6.8
NICE CXone (formerly NICE inContact)
68%
21 Ratings
Resource Guru
N/A
0 Ratings
Usability
8.6
NICE CXone (formerly NICE inContact)
86%
528 Ratings
Resource Guru
N/A
0 Ratings
Availability
5.7
NICE CXone (formerly NICE inContact)
57%
7 Ratings
Resource Guru
N/A
0 Ratings
Performance
8.1
NICE CXone (formerly NICE inContact)
81%
7 Ratings
Resource Guru
N/A
0 Ratings
Support Rating
7.4
NICE CXone (formerly NICE inContact)
74%
6 Ratings
Resource Guru
N/A
0 Ratings
In-Person Training
6.1
NICE CXone (formerly NICE inContact)
61%
4 Ratings
Resource Guru
N/A
0 Ratings
Online Training
7.9
NICE CXone (formerly NICE inContact)
79%
5 Ratings
Resource Guru
N/A
0 Ratings
Implementation Rating
8.1
NICE CXone (formerly NICE inContact)
81%
9 Ratings
Resource Guru
N/A
0 Ratings
Product Scalability
6.5
NICE CXone (formerly NICE inContact)
65%
7 Ratings
Resource Guru
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.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesResource Guru
It is very well suited when different branches of the company reside in different countries or time zones. It allows the project manager to efficiently keep track of the progress of their team members. It reduces the need for intensive calls where the manager asks for an extensive check in and update from each individual person. It also allows the project manager to update tasks and timelines as needed.
Associate project manager
All Heart Horse FarmBiotechnology, 51-200 employees
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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
Resource Guru
- Task tracking: allows user to input tasks which may be marked off as finished by other members of the team.
- Time tracking: allows users to log the amount of time spent on particular tasks.
- Cross team management: allows users from different locations and time zones to view the same page and relevant tasks.
Associate project manager
All Heart Horse FarmBiotechnology, 51-200 employees
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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesResource Guru
- It isn't quite as user-friendly as I would like. Once you are accustomed to it, it is very useful, but the initial use could be facilitated.
- One user-friendly calendar interface that displays tasks and deadlines would be nice.
- A real-time time logging button would be nice, rather than entering hours retroactively.
Associate project manager
All Heart Horse FarmBiotechnology, 51-200 employees
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
—Resource Guru
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$2.5 per user, per month
Resource Guru Editions & Modules
Edition
Grasshopper Plan | $2.501 |
---|---|
Blackbelt Plan | $4.161 |
Master Plan | $6.651 |
- per user, per month
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Resource Guru
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 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.
Sales Solution Architect
IBM Business ServicesInformation Technology & Services, 201-500 employees
Resource Guru
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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesResource Guru
No score
No answers yet
No answers on this topic
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesResource Guru
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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
Resource Guru
No score
No answers yet
No answers on this topic
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesResource Guru
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Resource Guru
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Resource Guru
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesResource Guru
Resource Guru is the only product of it's kind that I have used regularly. Slack is comparable in allowing communication between teams, but doesn't have nearly the functionality of Resource Guru. Resource Guru is the only product that I am aware of that manages tasks and deadlines between various team members, and can be accessed by all members.
Associate project manager
All Heart Horse FarmBiotechnology, 51-200 employees
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Resource Guru
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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees
Resource Guru
- It has made our cross functional team much more productive and efficient.
- The only negative feature is the slightly complicated user interface. Before a manager was fully introduced to the product, it was not utilized as much as should be.
- It allowed all details of timelines to be updated easily (automatically), if the deadline is pushed forward or back.
Associate project manager
All Heart Horse FarmBiotechnology, 51-200 employees