What users are saying about
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Top Rated
108 Ratings
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Top Rated
145 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100

RingCentral

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Top Rated
145 Ratings
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Score 7.6 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

RingCentral

RingCentral proved to be a LIFE SAVER when we were forced to implement a Work from Home strategy in just a week - had we been on our previous solution of an on-prem PBX we would have had to scramble for both Phone and Conferencing solutions. Not only were we able to get up and running, we didn't even need any training on RingCentral for our users because they already knew how to interact with RingCentral from ANY location!
Jon Shurtliff | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Cloud PBX

NICE inContact CXone
RingCentral
7.9
Hosted PBX
NICE inContact CXone
RingCentral
7.9
Multi-level Interactive Voice Response (IVR)
NICE inContact CXone
RingCentral
7.8
User templates
NICE inContact CXone
RingCentral
7.6
Call reports
NICE inContact CXone
RingCentral
7.7
Directory of employee names
NICE inContact CXone
RingCentral
8.6

Call Management

NICE inContact CXone
RingCentral
8.3
Answering rules
NICE inContact CXone
RingCentral
8.4
Call recording
NICE inContact CXone
RingCentral
8.8
Call park
NICE inContact CXone
RingCentral
8.4
Call screening
NICE inContact CXone
RingCentral
7.8
Message alerts
NICE inContact CXone
RingCentral
8.2

VoIP system collaboration

NICE inContact CXone
RingCentral
8.2
Video conferencing
NICE inContact CXone
RingCentral
8.4
Audio conferencing
NICE inContact CXone
RingCentral
8.5
Video screen sharing
NICE inContact CXone
RingCentral
8.6
Instant messaging
NICE inContact CXone
RingCentral
7.3

Mobile apps

NICE inContact CXone
RingCentral
7.8
Mobile app for iOS
NICE inContact CXone
RingCentral
7.9
Mobile app for Android
NICE inContact CXone
RingCentral
7.8

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

RingCentral

  • RingCentral service is solid and resilient to issues.
  • RingCentral is easy to manage as an admin. Users, login styles, extensions, hardware, extensions, and more are always configurable and it makes it easy to support users.
  • RingCentral offers many hardware options. It is easy to procure new hardware as well as outfit older hardware with the help of an adapter.
Tristan Dobbs | 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

RingCentral

  • There have been moments of dropped calls for no apparent reason, though that have been few and far between.
  • There are no announcements given when the system crashes. It doesn't happen often, but it has in the last month or two and created a huge problem for my sales team.
  • It would be nice if it were connected to our CRM, or even just a general Caller ID network, as not knowing who is calling can be problematic at times.
Jillian Straw | 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

RingCentral

RingCentral 9.8
Based on 8 answers
We are grandfathered into our unlimited toll-free minutes plan. We are very unlikely to switch because of that. It has been the major factor saving us a lot of money compared to switching to other solutions. I don't know any other company that still offers these unlimited plans.
Justin Bongard | TrustRadius Reviewer

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

RingCentral

RingCentral 8.9
Based on 2 answers
RingCentral is a flexible and versatile platform. But there is always room for improvement. While I as a technologically inclined user have no problem navigating the interface and configuring my extension to my hearts content. I have had some negative experiences with less technologically inclined users having difficulty with the smartphone app (mostly they are trying to handle calls while in areas with poor 4G signal), I wish RingCentral had a better way of handling these calls or rejecting them if data rates are too low.
Anonymous | TrustRadius Reviewer

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

RingCentral

RingCentral 7.4
Based on 19 answers
I have tried chat, email, and telephone support. I have not been able to get any reponse whatsoever on resolving an issue where my telephone number (which we have had for over 20 years) released. We had discontinued service with Ring Central and moved to another carrier. After about 1 week; the number was inadvertently transferred back to Ring Central. It now reports as disconnected and they are not willing to resolve the issue.
Mike McCloskey | 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

RingCentral

RingCentral 9.0
Based on 1 answer
If someone has an existing system I tell them to keep that running initially and keep RingCentral separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingCentral system. I've seen one person who immediately flipped over to RingCentral without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration
Anonymous | TrustRadius Reviewer

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

RingCentral

Almost all competitors charge for calls by the minute. Some have packages for minutes, but for a business doing large volumes of calls, this is simply not cost-effective. RingCentral having unlimited calling instantly makes it a lower-cost option than most competitors at this scale. Quality of service is comparable to those that we've tested. Teleconferencing or web-conferencing alone can easily cost as much as RingCentral, but RingCentral has a full suite of services available and keeps billing/budgeting simple.
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

RingCentral

  • I would say that RingCentral makes everyone more accessible to one another. The tool has an employee directory that instinctively pairs you with the right people when you need it. For larger companies, this feature can save time (and therefore money) when trying to reach people across different departments and teams.
  • Because RingCentral acts as a work phone, and its ease of use is simple and makes you more accessible to clients, etc., you could also argue that it helps strengthen client relationships.
Anonymous | 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

RingCentral

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
RingCentral
7.4

Likelihood to Renew

NICE inContact CXone
9.1
RingCentral
9.8

Usability

NICE inContact CXone
8.4
RingCentral
8.9

Support Rating

NICE inContact CXone
7.5
RingCentral
7.4

Implementation Rating

NICE inContact CXone
7.0
RingCentral
9.0

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