What users are saying about
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Top Rated
107 Ratings
5 Ratings

NICE inContact CXone

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Top Rated
107 Ratings
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Score 8.3 out of 100
5 Ratings
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Score 6.6 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

Shiftboard

It's a great intro into a workforce management tool, but our use of it is basically as a calendar without it being linked to our actual calendars. It's just another tab that we have to keep open throughout our workday. It's great that we're able to see everyone who is working at what time and what channel of support, but I believe that there are visual aids that can be added to it to make everything much easier to read and more user-friendly.
Rachel Blankenship | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Shiftboard

  • Mobile accessibility
  • Cloud-based software
  • Compliant with all necessary information security standards
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

Shiftboard

  • The ability to print a month view of the schedule would be a great benefit.
  • The signup list is a great feature, but there are too many steps to make it easy to use.
  • The bulk add and delete process works well, but tends to be confusing for users.
Jared Hammond | 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

Shiftboard

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

Shiftboard

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

Shiftboard

Shiftboard 4.4
Based on 4 answers
I never sought out Shiftboard support.
Keysha Chapman | 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

Shiftboard

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

Shiftboard

We have not used another product like Shiftboard at our company.
Rachel Blankenship | 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

Shiftboard

  • Effective allocation to proper shows/projects for our network
  • Effectively catches any discrepancies between scheduled hours and actual hours for employees
  • Requires significant manpower to maintain scheduling accuracy
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

NICE inContact CXone Editions & Modules

Additional Pricing Details

Shiftboard

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required

Shiftboard Editions & Modules

Edition
Lite$45 per month1
Standard$120 per month2
Plus$276 per month3
  1. up to 35 employees
  2. up to 70 employees
  3. up to 125 employees
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Shiftboard
6.6

Likelihood to Renew

NICE inContact CXone
9.1
Shiftboard

Usability

NICE inContact CXone
8.4
Shiftboard

Support Rating

NICE inContact CXone
7.5
Shiftboard
4.4

Implementation Rating

NICE inContact CXone
7.0
Shiftboard

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