What users are saying about
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Top Rated
108 Ratings
23 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
23 Ratings
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Score 8.2 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

SAP Fieldglass

I think Fieldglass is perfect for situations in which payments are contracted out, or paid on a project-completion basis. As in our situation, its perfect to organize extra external projects that are ongoing. Dates and timelines for approval and payment are easily seen, calculated, and approved.

It would not be ideal for a regular payroll scenario as most employees would feel burdened by reporting their time on a regular basis. It would also put a unnecessary task of individual approval processing on the payer.
Kyle Moninger | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

SAP Fieldglass

  • Fieldglass does a good job of displaying the jobs that are open, and allows for vendors to quickly determine the status of the jobs, the location, posting dates, and how many candidates you have submitted for each one.
  • Fieldglass does allow some filtering and search capabilities. When you get to a large number of jobs on which you are working, that is invaluable in keeping organized. Many other VMSs do not do a good job of this.
  • The submittal process, of attaching a candidate to a specific job, is fairly short and straightforward. That's important because it saves time. Many VMSs take forever to get a candidate through, and are not intuitive at all. Fieldglass is better than most in that regard.
Elias Cobb | 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

SAP Fieldglass

  • Not very many major releases (only 3) while other technologies are changing more often
  • Help desk is quick to close a case without providing a full detailed logical explanation (they just state something even if it doesn't make sense)
  • Admin section is confusing as a lot of configurations are "hidden" even from an Admin view
  • Employees appear overburdened therefore are not as responsive as needed (i.e. Operations Consultants)
Anonymous | 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

SAP Fieldglass

SAP Fieldglass 7.0
Based on 2 answers
Fieldglass VMS is definitely better than average, but not at all the best system I've used
Sean Pennel | 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

SAP Fieldglass

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

SAP Fieldglass

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

SAP Fieldglass

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

SAP Fieldglass

Like I said in a previous question, we did not use a previous system before Fieldglass VMS. Our process was simply emailing a master Excel spreadsheet with a list of projects, contractors, approvers, and payments. While this worked on a small scale, our external partners and contracted jobs grew and this process became cumbersome. We saw the need to streamline our payment process and Fieldglass offered us the solution.
Kyle Moninger | 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

SAP Fieldglass

  • I would have to say Fieldglass has made a positive impact, only in that having access to it has opened up some client relationships we didn't have before. I am a vendor to clients using Fieldglass, so I can't really report on the financial successes they may have had by implementing it.
  • The negative side to Fieldglass, or any VMS, really, from an agency perspective is that it cuts out manager contact. That has a negative impact, both to the agency and the hiring manager. No longer can the managers really explain what they need, and no longer can an agency understand the req deeply. We have to work off of a scrubbed job description which is generally pretty vanilla.
Elias Cobb | 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

SAP Fieldglass

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
SAP Fieldglass
8.0

Likelihood to Renew

NICE inContact CXone
9.1
SAP Fieldglass
7.0

Usability

NICE inContact CXone
8.4
SAP Fieldglass

Support Rating

NICE inContact CXone
7.5
SAP Fieldglass

Implementation Rating

NICE inContact CXone
7.0
SAP Fieldglass

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