NICE inContact CXone vs Resource Guru

Likelihood to Recommend

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.

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Verified User

Manager in Customer Service

Health, Wellness and Fitness Company, 11-50 employees

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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.

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Shannon Hartzell

Associate project manager

All Heart Horse FarmBiotechnology, 51-200 employees

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Feature Rating Comparison

NICE inContact CXone

Resource Guru

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE inContact CXone

Resource Guru

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

NICE inContact CXone

Resource Guru

Resource Management

Scheduling

Team Collaboration

NICE inContact CXone

Resource Guru

Project & financial reporting

Pros

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!

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Louena Tauteoli

Customer Care Supervisor

Dental SelectInsurance, 51-200 employees

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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.

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Shannon Hartzell

Associate project manager

All Heart Horse FarmBiotechnology, 51-200 employees

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Cons

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.

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Verified User

Supervisor in Customer Service

Pharmaceuticals Company, 201-500 employees

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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.

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Shannon Hartzell

Associate project manager

All Heart Horse FarmBiotechnology, 51-200 employees

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Likelihood to Renew

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.

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Justin Sarni

Market Research

TRACFONE WIRELESSTelecommunications, 501-1000 employees

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No score

No answers yet

No answers on this topic

Usability

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.

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Verified User

Manager in Customer Service

Real Estate Company, 201-500 employees

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No score

No answers yet

No answers on this topic

Support Rating

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.

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Kevin Lintner

Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Implementation Rating

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.

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Onavie Boyce

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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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.

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Shannon Hartzell

Associate project manager

All Heart Horse FarmBiotechnology, 51-200 employees

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Return on Investment

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.

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Hans Hong

Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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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.

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Shannon Hartzell

Associate project manager

All Heart Horse FarmBiotechnology, 51-200 employees

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Pricing Details

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

—

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Resource Guru Editions & Modules

Edition

Grasshopper Plan	2.50¹
Blackbelt Plan	4.16¹
Master Plan	6.65¹

per user, per month

Additional Pricing Details

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Rating Summary

NICE inContact CXone

Resource Guru

NICE inContact CXone

Resource Guru

NICE inContact CXone

Resource Guru

NICE inContact CXone

Resource Guru

NICE inContact CXone

Resource Guru

Likelihood to Recommend