What users are saying about
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Top Rated
515 Ratings
This review does not include a rating.

NICE CXone (formerly NICE inContact)

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Top Rated
515 Ratings
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Score 8.3 out of 100
This review does not include a rating.

Likelihood to Recommend

NICE CXone (formerly NICE inContact)

NICE CXone is great for any sales floor looking to improve their closing and keep a well oiled sales team. It allows you to make sure you have available agents to take calls. Additionally, you can run reports over different metrics to help you make better future business decisions over how many agents you need during peak call hours. We are an inbound sales department, so I am not sure if NICE CXone is a good option for outbound sales dialing.
Anonymous | TrustRadius Reviewer

Saviom ERM

No answers on this topic

Feature Rating Comparison

Contact Center Software

NICE CXone (formerly NICE inContact)
8.1
Saviom ERM
Agent dashboard
NICE CXone (formerly NICE inContact)
8.3
Saviom ERM
Validate callers
NICE CXone (formerly NICE inContact)
8.3
Saviom ERM
Outbound response
NICE CXone (formerly NICE inContact)
8.2
Saviom ERM
Call forwarding
NICE CXone (formerly NICE inContact)
8.4
Saviom ERM
Click-to-call (CTC)
NICE CXone (formerly NICE inContact)
8.5
Saviom ERM
Warm transfer
NICE CXone (formerly NICE inContact)
8.5
Saviom ERM
Predictive dialing
NICE CXone (formerly NICE inContact)
7.5
Saviom ERM
Interactive voice response
NICE CXone (formerly NICE inContact)
8.0
Saviom ERM
REST APIs
NICE CXone (formerly NICE inContact)
7.8
Saviom ERM
Call scripts
NICE CXone (formerly NICE inContact)
8.0
Saviom ERM
Call tracking
NICE CXone (formerly NICE inContact)
8.3
Saviom ERM
Multichannel integration
NICE CXone (formerly NICE inContact)
7.9
Saviom ERM
CRM software integration
NICE CXone (formerly NICE inContact)
7.9
Saviom ERM

Workforce Optimization (WFO)

NICE CXone (formerly NICE inContact)
8.3
Saviom ERM
Inbound call routing
NICE CXone (formerly NICE inContact)
8.5
Saviom ERM
Omnichannel inbound routing
NICE CXone (formerly NICE inContact)
8.3
Saviom ERM
Recording
NICE CXone (formerly NICE inContact)
8.5
Saviom ERM
Quality management
NICE CXone (formerly NICE inContact)
8.5
Saviom ERM
Call analytics
NICE CXone (formerly NICE inContact)
8.4
Saviom ERM
Historical reporting
NICE CXone (formerly NICE inContact)
8.3
Saviom ERM
Live reporting
NICE CXone (formerly NICE inContact)
8.4
Saviom ERM
Customer surveys
NICE CXone (formerly NICE inContact)
7.9
Saviom ERM
Customer interaction analytics
NICE CXone (formerly NICE inContact)
8.0
Saviom ERM

Pros

NICE CXone (formerly NICE inContact)

  • One stop shop for all call center functionality.
  • The platform is only limited by your own imagination and skill, but NICE CXone has many partners to help develop ideas and solutions.
  • Very reliable and stable platform.
  • Good support model (much improved since we started with InContact 4 years ago).
Martin Lara | TrustRadius Reviewer

Saviom ERM

No answers on this topic

Cons

NICE CXone (formerly NICE inContact)

  • My main issue with NICE CXone is that when we connect our cellphone with NICE, I need to click on accept calls from NICE Browser as well as click on accept calls on my cell. It would be better if I only need to click once.
  • Regarding the time report, while it has a nice layout to be able to choose date range and staffs search, it would be better if it is easier to use. For example, I first need to click DATE RANGE, then click Show options, then click add, then find the staffs name, then click done, then click run report. There are too many clicking to find one staff report. I am sure there is a better way to solve this.
  • When staffs log out, they first need to log out from Max agent browser. Then they also need to log out from NICE CXone. Many of them forgot to log out from both of them and they remain log in even when the browsers are closed. Would it be possible to make it more user friendly that when they close the browsers, they can automatically log out? Or they just need to log out from one of the two browsers.
Gordon Ng | TrustRadius Reviewer

Saviom ERM

No answers on this topic

Likelihood to Renew

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Saviom ERM

No score
No answers yet
No answers on this topic

Usability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 340 answers
I give this rating because I do not use all the features from the software, but the ones I use are really good and easy to use plus really easy to understand. So a 10 is an excellent score on the features I use on a daily basis and to do a better job too.
Anonymous | TrustRadius Reviewer

Saviom ERM

No score
No answers yet
No answers on this topic

Reliability and Availability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 answers
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Anonymous | TrustRadius Reviewer

Saviom ERM

No score
No answers yet
No answers on this topic

Performance

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
Based on 4 answers
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Anonymous | TrustRadius Reviewer

Saviom ERM

No score
No answers yet
No answers on this topic

Support Rating

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.4
Based on 6 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

Saviom ERM

No score
No answers yet
No answers on this topic

In-Person Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.0
Based on 3 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
Anonymous | TrustRadius Reviewer

Saviom ERM

No score
No answers yet
No answers on this topic

Online Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Saviom ERM

No score
No answers yet
No answers on this topic

Implementation Rating

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

Saviom ERM

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE CXone (formerly NICE inContact)

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

Saviom ERM

No answers on this topic

Scalability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Saviom ERM

No score
No answers yet
No answers on this topic

Return on Investment

NICE CXone (formerly NICE inContact)

  • Tracking wait times by skill/phone line helps us see whether we need to move some of our agents into different types of calls. It also helps us plan for hiring/contracting more folks to address urgent needs. This improves the caller's experience because they wait less time on the phones when we are ready to take an increased call volume.
  • Back to tracking wait-times: we were able to prioritize hiring bilingual employees based on the volume of second language callers we were receiving on the language-specific lines. We were able to justify the need for additional resources and hiring priorities based on tracking caller's wait times. This improves our goal of providing equitable service to all callers.
Karla Marquez | TrustRadius Reviewer

Saviom ERM

No answers on this topic

Screenshots

Pricing Details

NICE CXone (formerly NICE inContact)

General

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

Saviom ERM

General

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

Rating Summary

Likelihood to Recommend

NICE CXone (formerly NICE inContact)
8.3
Saviom ERM

Likelihood to Renew

NICE CXone (formerly NICE inContact)
8.6
Saviom ERM

Usability

NICE CXone (formerly NICE inContact)
8.5
Saviom ERM

Reliability and Availability

NICE CXone (formerly NICE inContact)
7.2
Saviom ERM

Performance

NICE CXone (formerly NICE inContact)
8.0
Saviom ERM

Support Rating

NICE CXone (formerly NICE inContact)
7.4
Saviom ERM

In-Person Training

NICE CXone (formerly NICE inContact)
7.0
Saviom ERM

Online Training

NICE CXone (formerly NICE inContact)
8.3
Saviom ERM

Implementation Rating

NICE CXone (formerly NICE inContact)
8.2
Saviom ERM

Scalability

NICE CXone (formerly NICE inContact)
6.7
Saviom ERM

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