What users are saying about
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Top Rated
107 Ratings
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Top Rated
1985 Ratings

NICE inContact CXone

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Top Rated
107 Ratings
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Score 8.3 out of 100

Skype for Business

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Top Rated
1985 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
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

Skype for Business

You may be wondering why to choose Skype for Business and pay for Skype when there is also a free option. The free Skype doesn't come with features that would be helpful to a big group as it only has the capability to connect less than 25 participants in any one meeting. If you have a large group of employees that need to meet, Skype for Business is definitely worth the upgrade.
Sarah Bandy | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Performance & Compatibility of Online Events Software

NICE inContact CXone
Skype for Business
7.5
High quality audio
NICE inContact CXone
Skype for Business
8.2
High quality video
NICE inContact CXone
Skype for Business
7.9
Low bandwidth requirements
NICE inContact CXone
Skype for Business
6.8
Mobile support
NICE inContact CXone
Skype for Business
7.1

Screen Sharing

NICE inContact CXone
Skype for Business
8.0
Desktop sharing
NICE inContact CXone
Skype for Business
8.3
Whiteboards
NICE inContact CXone
Skype for Business
7.6

Online Meetings / Events

NICE inContact CXone
Skype for Business
8.0
Calendar integration
NICE inContact CXone
Skype for Business
8.7
Meeting initiation
NICE inContact CXone
Skype for Business
8.4
Integrates with social media
NICE inContact CXone
Skype for Business
6.9
Record meetings / events
NICE inContact CXone
Skype for Business
7.6
Slideshows
NICE inContact CXone
Skype for Business
8.1

Online Events Collaboration

NICE inContact CXone
Skype for Business
7.9
Live chat
NICE inContact CXone
Skype for Business
8.4
Audience polling
NICE inContact CXone
Skype for Business
7.8
Q&A
NICE inContact CXone
Skype for Business
7.5

Online Events Security

NICE inContact CXone
Skype for Business
7.9
User authentication
NICE inContact CXone
Skype for Business
8.0
Participant roles & permissions
NICE inContact CXone
Skype for Business
7.7
Confidential attendee list
NICE inContact CXone
Skype for Business
8.0

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

Skype for Business

  • It offers work tools that manage to maintain a stable connection and quality in each individual and group call.
  • Allows sharing the computer screen for excellent communication.
  • It is a tool that adapts to the current business dynamics that requires it to be efficient in communication through rapid and assertive communication with clients or interested parties.
  • Video calls for the organization of work meetings have become a common experience in smart organizations because they understand that in order to adapt to a constantly changing world they must use more effective work tools.
  • You can make individual and group video calls, send images, emoticons, text messages, voice messages, share files, share the screen in two or group with other communication tools.
Exson Meza | 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

Skype for Business

  • Having multiple Chats/Conversations open, make Skype unresponsive from time to time. Sometimes it has tendencies of crashing even on high-end machines.
  • Grouping chats - Works well, however, there is no option to group appointed meeting conversation with other regular conversations/chats that were not initiated by calendar event.
  • Should be able to have some themes to choose from. Microsoft is going for a dark theme in Windows insider program. Personal Skype already has it why wouldn't Skype for business have it? It is pleasant to the eye, at least in my opinion and for my eyes.
Stefan Trbojevic | 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

Skype for Business

Skype for Business 9.0
Based on 7 answers
The software is simple to install and configure. It is rather simple to explain for correct use. It is possible to profile users for the different functions offered. It is integrated quite completely with Outlook and with Active Directory security. It performs all communication functions well with one or more interlocutors and the possibility of granting control of your computer is convenient.
Emiliano Monterubbianesi | TrustRadius Reviewer

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

Skype for Business

Skype for Business 7.6
Based on 13 answers
Skype for Business is great for instant messaging, with some minor issues. It has an acceptable quality for audio and video conferencing. Its integration with Microsoft Office is a big plus.The one that is a real setback is the screen sharing during conferences, which can be really annoying to watch if it doesn't disconnect too often.
Cristian Bodnarasec | TrustRadius Reviewer

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

Skype for Business

Skype for Business 7.9
Based on 41 answers
As every team has strengths and weaknesses, I believe that every team can improve on points such as speed, practicality, communication. I haven't had many occurrences for which I needed Skype support, but the ones I did have were well attended to and got resolved.
Layon Domiciano | 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

Skype for Business

Skype for Business 7.0
Based on 2 answers
Skpe for business is utilized company wide in regards to my company. Everyone not only uses it, but uses it often. It is an effective way of communicating. It also integrates very nicely with outlook and all conversation history is pushed to a folder within the outlook system. We also have it so that if someone misses a message, they are sent an email reminder saying that there is a message that went unread.
Greg Golding | TrustRadius Reviewer

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

Skype for Business

I have used Google Hangouts previously, and I believe that Skype is a better service. It is intertwined with the calendar. Also, when installing it as part of the Office 365 package, it is only a second install. I also like how it saves the messages within Outlook. Skype for Business also uses end to end encryption. This makes all business communication more secure than Google Hangouts
Marie Rodriguez | 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

Skype for Business

  • Using Skype for Business has allowed our sellers to collaborate with clients all over the world quickly and effectively, ultimately encouraging positive client relationships.
  • The ability to train our sellers and excellence teams across the globe has been undeniably helpful in communicating the latest business developments and seller strategies.
Sondra Kinder | 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

Skype for Business

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
Skype for Business
8.3

Likelihood to Renew

NICE inContact CXone
9.1
Skype for Business
9.0

Usability

NICE inContact CXone
8.4
Skype for Business
7.6

Support Rating

NICE inContact CXone
7.5
Skype for Business
7.9

Implementation Rating

NICE inContact CXone
7.0
Skype for Business
7.0

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