What users are saying about
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Top Rated
108 Ratings
3 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
3 Ratings
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Score 7 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

Resource 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.
Shannon Hartzell | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Project Management

NICE inContact CXone
Resource Guru
8.7
Resource Management
NICE inContact CXone
Resource Guru
8.0
Scheduling
NICE inContact CXone
Resource Guru
8.0
Team Collaboration
NICE inContact CXone
Resource Guru
10.0

Professional Services Automation

NICE inContact CXone
Resource Guru
9.0
Project & financial reporting
NICE inContact CXone
Resource Guru
9.0

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

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.
Shannon Hartzell | 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

Resource 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.
Shannon Hartzell | 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

Resource Guru

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

Resource Guru

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

Resource Guru

No score
No answers yet
No answers on this topic

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

Resource Guru

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

Resource 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.
Shannon Hartzell | 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

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.
Shannon Hartzell | 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

NICE inContact CXone Editions & Modules

Additional Pricing Details

Resource Guru

General

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

Resource Guru Editions & Modules

Edition
Grasshopper Plan2.501
Blackbelt Plan4.161
Master Plan6.651
  1. per user, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Resource Guru
8.0

Likelihood to Renew

NICE inContact CXone
9.1
Resource Guru

Usability

NICE inContact CXone
8.4
Resource Guru

Support Rating

NICE inContact CXone
7.5
Resource Guru

Implementation Rating

NICE inContact CXone
7.0
Resource Guru

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