What users are saying about
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Top Rated
109 Ratings
2 Ratings

NICE inContact CXone

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Top Rated
109 Ratings
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Score 8.3 out of 100
2 Ratings
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Score 7.8 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

Skedulo

Because of how quick Skedulo picks resources for jobs, it has helped us eliminate at least one extra body.
Becky Norton | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Skedulo

  • Sets mileage boundaries
  • Sets product ability
  • Selects the closest consultants with the right product knowledge
  • Eliminates human scheduling errors
Becky Norton | 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

Skedulo

  • Occasionally it will not locate an available consultant because they put their block in on top of a previous appointment -- overlapping causes issues
  • Fix it so the human errors of us inputting blocks is not so "perfect"
Becky Norton | 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

Skedulo

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 72 answers
NICE inContact CXone allows for complex reporting as well as custom setup, but is fairly easy to use. From an end-user perspective, it is very easy. Some management tasks require more setup but out of the box it can do most things required in a call center.
Anonymous | TrustRadius Reviewer

Skedulo

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

Skedulo

No score
No answers yet
No answers on this topic

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

Skedulo

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

Skedulo

We used 2-3 systems before finding Skedulo, and it works excellent! The staff at Skedulo listens to what we need and works on updates constantly making it a more efficient tool.
Becky Norton | 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

Skedulo

  • Eliminated at least one customer service representative.... saving a salary
  • Better customer service because the calls are shorter.
Becky Norton | 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

Skedulo

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Skedulo
10.0

Likelihood to Renew

NICE inContact CXone
9.1
Skedulo

Usability

NICE inContact CXone
8.4
Skedulo

Support Rating

NICE inContact CXone
7.5
Skedulo

Implementation Rating

NICE inContact CXone
7.0
Skedulo

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