NICE inContact CXone vs Shortlist | TrustRadius

What users are saying about

Score 8.3 out of 10

Based on 108 reviews and ratings

Score 5.6 out of 10

Based on 2 reviews and ratings

Feature Rating Comparison

NICE inContact CXone

Shortlist

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE inContact CXone

Shortlist

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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!

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Louena Tauteoli

Customer Care Supervisor

Dental SelectInsurance, 51-200 employees

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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

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Verified User

Manager in Customer Service

Media Production Company, 1-10 employees

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Cons

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.

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Verified User

Supervisor in Customer Service

Pharmaceuticals Company, 201-500 employees

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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.

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Verified User

Manager in Professional Services

Media Production Company, 11-50 employees

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Likelihood to Renew

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.

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Market Research

TRACFONE WIRELESSTelecommunications, 501-1000 employees

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No score

No answers yet

No answers on this topic

Usability

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.

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Verified User

Manager in Customer Service

Real Estate Company, 201-500 employees

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No score

No answers yet

No answers on this topic

Support Rating

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.

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Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

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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.

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Verified User

Manager in Customer Service

Media Production Company, 1-10 employees

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Implementation Rating

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.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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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!

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Verified User

Manager in Professional Services

Media Production Company, 11-50 employees

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Return on Investment

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.

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Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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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.

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Verified User

Manager in Customer Service

Media Production Company, 1-10 employees

View all 2 answers on this topic

Screenshots

See All (10) NICE inContact CXone Screenshots

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

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Entry-level set up fee?

No

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

Optional

Rating Summary

NICE inContact CXone

Shortlist

NICE inContact CXone

Shortlist

NICE inContact CXone

Shortlist

NICE inContact CXone

Shortlist

NICE inContact CXone

Shortlist

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