What users are saying about
NICE CXone (formerly NICE inContact)
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
751 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 751 reviews and ratings
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 5.4 out of 100
Based on 2 reviews and ratings
Feature Set Ratings
Contact Center Software
8.3
NICE CXone (formerly NICE inContact)
83%
Shortlist
Feature Set Not Supported
N/A
NICE CXone (formerly NICE inContact) ranks higher in 13/13 features
NICE CXone (formerly NICE inContact) ranks higher in 13/13 features
Agent dashboard
8.4
84%
507 Ratings
N/A
0 Ratings
Validate callers
8.5
85%
432 Ratings
N/A
0 Ratings
Outbound response
8.3
83%
448 Ratings
N/A
0 Ratings
Call forwarding
8.5
85%
405 Ratings
N/A
0 Ratings
Click-to-call (CTC)
8.7
87%
367 Ratings
N/A
0 Ratings
Warm transfer
8.7
87%
480 Ratings
N/A
0 Ratings
Predictive dialing
7.8
78%
294 Ratings
N/A
0 Ratings
Interactive voice response
8.2
82%
338 Ratings
N/A
0 Ratings
REST APIs
8.0
80%
270 Ratings
N/A
0 Ratings
Call scripts
8.1
81%
285 Ratings
N/A
0 Ratings
Call tracking
8.4
84%
460 Ratings
N/A
0 Ratings
Multichannel integration
8.2
82%
325 Ratings
N/A
0 Ratings
CRM software integration
8.2
82%
329 Ratings
N/A
0 Ratings
Workforce Optimization (WFO)
8.5
NICE CXone (formerly NICE inContact)
85%
Shortlist
Feature Set Not Supported
N/A
NICE CXone (formerly NICE inContact) ranks higher in 9/9 features
NICE CXone (formerly NICE inContact) ranks higher in 9/9 features
Inbound call routing
8.5
85%
465 Ratings
N/A
0 Ratings
Omnichannel inbound routing
8.4
84%
336 Ratings
N/A
0 Ratings
Recording
8.6
86%
448 Ratings
N/A
0 Ratings
Quality management
8.6
86%
435 Ratings
N/A
0 Ratings
Call analytics
8.5
85%
441 Ratings
N/A
0 Ratings
Historical reporting
8.4
84%
433 Ratings
N/A
0 Ratings
Live reporting
8.5
85%
418 Ratings
N/A
0 Ratings
Customer surveys
8.3
83%
271 Ratings
N/A
0 Ratings
Customer interaction analytics
8.3
83%
284 Ratings
N/A
0 Ratings
Attribute Ratings
- NICE CXone (formerly NICE inContact) is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend
8.4
NICE CXone (formerly NICE inContact)
84%
543 Ratings
5.4
Shortlist
54%
2 Ratings
Likelihood to Renew
6.9
NICE CXone (formerly NICE inContact)
69%
21 Ratings
Shortlist
N/A
0 Ratings
Usability
8.6
NICE CXone (formerly NICE inContact)
86%
529 Ratings
Shortlist
N/A
0 Ratings
Availability
5.7
NICE CXone (formerly NICE inContact)
57%
7 Ratings
Shortlist
N/A
0 Ratings
Performance
8.2
NICE CXone (formerly NICE inContact)
82%
7 Ratings
Shortlist
N/A
0 Ratings
Support Rating
7.4
NICE CXone (formerly NICE inContact)
74%
6 Ratings
4.1
Shortlist
41%
4 Ratings
In-Person Training
6.1
NICE CXone (formerly NICE inContact)
61%
4 Ratings
Shortlist
N/A
0 Ratings
Online Training
7.9
NICE CXone (formerly NICE inContact)
79%
5 Ratings
Shortlist
N/A
0 Ratings
Implementation Rating
8.1
NICE CXone (formerly NICE inContact)
81%
9 Ratings
Shortlist
N/A
0 Ratings
Product Scalability
6.5
NICE CXone (formerly NICE inContact)
65%
7 Ratings
Shortlist
N/A
0 Ratings
Likelihood to Recommend
NICE CXone (formerly NICE inContact)
Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesShortlist
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.

Verified User
Manager in Professional Services
Media Production Company, 11-50 employeesPros
NICE CXone (formerly NICE inContact)
- Made work from home easy - We just have to login and start calling - No landlines.
- Easy to extract daily, monthly reports from NICE [CXone] web app.
- Easy to monitor agents online - who is logged in and who is not.
- Fast and reliable - Just need internet.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
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

Verified User
Manager in Customer Service
Media Production Company, 1-10 employeesCons
NICE CXone (formerly NICE inContact)
- Occasionally the server will disconnect and we lose phone functionality.
- Calls get "stuck" in the queue when they don't exist.
- Can't remove commitments very easily when they are made.
- Kicks you out after 2 hours. Making it annoying how you have to log back in.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesShortlist
- 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.

Verified User
Manager in Professional Services
Media Production Company, 11-50 employeesPricing Details
NICE CXone (formerly NICE inContact)
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Shortlist
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
Optional
Starting Price
—Likelihood to Renew
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 6.9
Based on 21 answers
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Shortlist
No score
No answers yet
No answers on this topic
Usability
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 8.6
Based on 529 answers
If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.

Verified User
Employee in Sales
Telecommunications Company, 201-500 employeesShortlist
No score
No answers yet
No answers on this topic
Reliability and Availability
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 5.7
Based on 7 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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesShortlist
No score
No answers yet
No answers on this topic
Performance
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 8.2
Based on 7 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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesShortlist
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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
Shortlist
Shortlist 4.1
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.

Verified User
Manager in Customer Service
Media Production Company, 1-10 employeesIn-Person Training
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 6.1
Based on 4 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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesShortlist
No score
No answers yet
No answers on this topic
Online Training
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 7.9
Based on 5 answers
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Shortlist
No score
No answers yet
No answers on this topic
Implementation Rating
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 8.1
Based on 9 answers
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Shortlist
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesShortlist
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!

Verified User
Manager in Professional Services
Media Production Company, 11-50 employeesScalability
NICE CXone (formerly NICE inContact)
NICE CXone (formerly NICE inContact) 6.5
Based on 7 answers
As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Shortlist
No score
No answers yet
No answers on this topic
Return on Investment
NICE CXone (formerly NICE inContact)
- It impacts our company daily as we utilize NICE CXone services every day, 24/7.
- It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
- The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees
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.

Verified User
Manager in Customer Service
Media Production Company, 1-10 employees