What users are saying about
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Top Rated
107 Ratings
12 Ratings

NICE inContact CXone

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Top Rated
107 Ratings
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Score 8.3 out of 100
12 Ratings
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Score 8.8 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

RingDNA

Its best suited when you're trying to reach some prospect where you have the option of using a local dial. It helps to increase connectivity. Another best feature is the option of using different numbers, you can choose your own desk number or RingDNA number and if a prospect calls back you will get a call back on your number which shows your calls/approach more legitimately. But again, at times its a con to reach someone by using local dial because the prospect might pick up the call and ask you where you are based out of and then it comes to your intelligence to handle it. So in short its a useful feature but one needs to know how to make correct use of it.
Siddarth Upadhya | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Preview Dialer

NICE inContact CXone
RingDNA
8.7
Contact preview
NICE inContact CXone
RingDNA
7.6
Dialer-CRM integration
NICE inContact CXone
RingDNA
9.2
Call notes & tags
NICE inContact CXone
RingDNA
8.8
Automatic call logging
NICE inContact CXone
RingDNA
9.2

Core Dialer

NICE inContact CXone
RingDNA
8.3
Outbound dialing
NICE inContact CXone
RingDNA
8.8
Inbound routing
NICE inContact CXone
RingDNA
7.5
Click-to-call
NICE inContact CXone
RingDNA
8.8
Recorded voicemail drop
NICE inContact CXone
RingDNA
8.1
Dialer contact import
NICE inContact CXone
RingDNA
8.4
Campaign & list management
NICE inContact CXone
RingDNA
7.9

Call Follow-up and Quality Assurance

NICE inContact CXone
RingDNA
8.2
Follow-up calls
NICE inContact CXone
RingDNA
8.0
Dialer reporting & analytics
NICE inContact CXone
RingDNA
8.4

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

RingDNA

  • Local Presence Calling.
  • Integration to Salesforce.
Anonymous | 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

RingDNA

  • Learning curve to use
  • Very expensive
  • Difficult to set up
Robert Foreman | 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

RingDNA

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 70 answers
Because of the recent outages and bad user experiences, we have been crippled over the past two months. While we receive notifications and alerts about what is happening; we are not given any optional workarounds to get us working. It's difficult to service our customers if we are not able to connect with them; even for a minute.
SHERYL WALTON | TrustRadius Reviewer

RingDNA

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

RingDNA

RingDNA 7.5
Based on 2 answers
It fulfills our requirements for what we were looking for among the products available in the market. They have given demos so well and address all of our issues very well. They also quoted the best price for what we had in mind. Overall, it helps us zero in on our search with all the requirements and budget in mind.
Siddarth Upadhya | 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

RingDNA

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

RingDNA

While RingDNA doesn't accelerate the number of dials you can make (like Connect and Sell), it gives you control and visibility into the impact of each call you make.
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

RingDNA

  • Better Documentation. We're saving time on repeated dials.
  • It's faster to call.
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

RingDNA

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
RingDNA
8.8

Likelihood to Renew

NICE inContact CXone
9.1
RingDNA

Usability

NICE inContact CXone
8.4
RingDNA

Support Rating

NICE inContact CXone
7.5
RingDNA
7.5

Implementation Rating

NICE inContact CXone
7.0
RingDNA

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