What users are saying about
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Top Rated
108 Ratings
2 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
2 Ratings
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Score 5.6 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

Shortlist

We haven't found another system that can do all that Shortlist can do (payments, tax paperwork, profile management, project management, on-boarding, etc...) but it doesn't mean we always love using Shortlist. Shortlist is cumbersome to work in and requires LOTS of redundant clicking. Something as simple as being able to right-click to open on any profile/page/account/link would save hours in a week where as now to get to two side-by-side items on some lists, you have to click back a page, re-load, and scroll down to select the next option. I appreciate that Shortlist manages all the tax paperwork and has created for us a on-boarding system that flows nicely and allows multiple team members to manage their piece of the process.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Shortlist

  • Shortlist allows us to pay our freelancers without having to personally manage the back end paperwork of payroll
  • Shortlist handles all the year end tax paperwork creation and distribution
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

Shortlist

  • Shortlist only allows for minor customizations to their platform. It would be great if each company could create their own view/usage set for the system.
  • The help chat box needs some work for sure. It takes days for someone to respond if they ever respond and often there is nothing they can do to remedy the issue at hand.
  • Payments should be able to be made every day, not just on Fridays.
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

Shortlist

No score
No answers yet
No answers on this topic

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

Shortlist

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

Shortlist

Shortlist 4.0
Based on 4 answers
30-40% of the time there is no response when you contact the chat/help feature.30-40% of the time if they do respond, it is to say they can't do anything about the issue.Maybe 20% of the time the chat is actually helpful, but that seems like a high estimate when I think about my experience asking for support.
Anonymous | 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

Shortlist

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

Shortlist

We've never found another platform that does exactly what Shortlist does in terms of payments, taxes, project management, and on-boarding. We use other sites to source our new vendors (like Indeed, craigslist, etc...) but ultimately we direct all those applicants to our onboarding in Shortlist. I wish some of the more "minor" platform issues we've had over the last year were fixed sooner (or fixed at all) but it does the job!
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

Shortlist

  • Shortlist allows us to pay people and provide tax information which is a positive.
  • Shortlist doesn't integrate with many other platforms which causes us huge delays in employee work time which is a negative.
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

Shortlist

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Shortlist
5.6

Likelihood to Renew

NICE inContact CXone
9.1
Shortlist

Usability

NICE inContact CXone
8.4
Shortlist

Support Rating

NICE inContact CXone
7.5
Shortlist
4.0

Implementation Rating

NICE inContact CXone
7.0
Shortlist

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