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Top Rated
751 Ratings
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Top Rated
2461 Ratings

NICE CXone (formerly NICE inContact)

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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

Skype for Business (formerly Lync), now part of Microsoft Teams

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Top Rated
2461 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Contact Center Software

    8.3

    NICE CXone (formerly NICE inContact)

    83%

    Skype for Business (formerly Lync), now part of Microsoft Teams

    Feature Set Not Supported
    N/A
    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%

    Skype for Business (formerly Lync), now part of Microsoft Teams

    Feature Set Not Supported
    N/A
    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

    Performance & Compatibility of Online Events Software

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    7.4

    Skype for Business (formerly Lync), now part of Microsoft Teams

    74%
    Skype for Business (formerly Lync), now part of Microsoft Teams ranks higher in 4/4 features

    High quality audio

    N/A
    0 Ratings
    8.0
    80%
    192 Ratings

    High quality video

    N/A
    0 Ratings
    7.8
    78%
    187 Ratings

    Low bandwidth requirements

    N/A
    0 Ratings
    6.8
    68%
    184 Ratings

    Mobile support

    N/A
    0 Ratings
    7.1
    71%
    149 Ratings

    Screen Sharing

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    7.8

    Skype for Business (formerly Lync), now part of Microsoft Teams

    78%
    Skype for Business (formerly Lync), now part of Microsoft Teams ranks higher in 2/2 features

    Desktop sharing

    N/A
    0 Ratings
    8.1
    81%
    193 Ratings

    Whiteboards

    N/A
    0 Ratings
    7.4
    74%
    119 Ratings

    Online Meetings / Events

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    7.7

    Skype for Business (formerly Lync), now part of Microsoft Teams

    77%
    Skype for Business (formerly Lync), now part of Microsoft Teams ranks higher in 5/5 features

    Calendar integration

    N/A
    0 Ratings
    8.3
    83%
    177 Ratings

    Meeting initiation

    N/A
    0 Ratings
    8.2
    82%
    184 Ratings

    Integrates with social media

    N/A
    0 Ratings
    6.9
    69%
    85 Ratings

    Record meetings / events

    N/A
    0 Ratings
    7.4
    74%
    146 Ratings

    Slideshows

    N/A
    0 Ratings
    7.7
    77%
    114 Ratings

    Online Events Collaboration

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    7.8

    Skype for Business (formerly Lync), now part of Microsoft Teams

    78%
    Skype for Business (formerly Lync), now part of Microsoft Teams ranks higher in 3/3 features

    Live chat

    N/A
    0 Ratings
    8.3
    83%
    174 Ratings

    Audience polling

    N/A
    0 Ratings
    7.6
    76%
    96 Ratings

    Q&A

    N/A
    0 Ratings
    7.5
    75%
    96 Ratings

    Online Events Security

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    7.5

    Skype for Business (formerly Lync), now part of Microsoft Teams

    75%
    Skype for Business (formerly Lync), now part of Microsoft Teams ranks higher in 3/3 features

    User authentication

    N/A
    0 Ratings
    7.8
    78%
    143 Ratings

    Participant roles & permissions

    N/A
    0 Ratings
    7.6
    76%
    148 Ratings

    Confidential attendee list

    N/A
    0 Ratings
    7.2
    72%
    110 Ratings

    Attribute Ratings

    • NICE CXone (formerly NICE inContact) is rated higher in 2 areas: Likelihood to Recommend, Implementation Rating
    • Skype for Business (formerly Lync), now part of Microsoft Teams is rated higher in 3 areas: Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    8.4

    NICE CXone (formerly NICE inContact)

    84%
    543 Ratings
    7.4

    Skype for Business (formerly Lync), now part of Microsoft Teams

    74%
    198 Ratings

    Likelihood to Renew

    6.9

    NICE CXone (formerly NICE inContact)

    69%
    21 Ratings
    9.0

    Skype for Business (formerly Lync), now part of Microsoft Teams

    90%
    7 Ratings

    Usability

    8.6

    NICE CXone (formerly NICE inContact)

    86%
    529 Ratings
    8.8

    Skype for Business (formerly Lync), now part of Microsoft Teams

    88%
    14 Ratings

    Availability

    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings

    Skype for Business (formerly Lync), now part of Microsoft Teams

    N/A
    0 Ratings

    Performance

    8.2

    NICE CXone (formerly NICE inContact)

    82%
    7 Ratings

    Skype for Business (formerly Lync), now part of Microsoft Teams

    N/A
    0 Ratings

    Support Rating

    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings
    8.4

    Skype for Business (formerly Lync), now part of Microsoft Teams

    84%
    76 Ratings

    In-Person Training

    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings

    Skype for Business (formerly Lync), now part of Microsoft Teams

    N/A
    0 Ratings

    Online Training

    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings

    Skype for Business (formerly Lync), now part of Microsoft Teams

    N/A
    0 Ratings

    Implementation Rating

    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings
    7.0

    Skype for Business (formerly Lync), now part of Microsoft Teams

    70%
    4 Ratings

    Product Scalability

    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings

    Skype for Business (formerly Lync), now part of Microsoft Teams

    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.
    Anonymous | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    Skype is useful for collaborations across distances, including work from home, as well as a more convenient way to communicate with a large group of people. Skype is also useful to communicate with specific parties quickly, rather than relying on cellular service in areas where not as available. Skype is less useful if the team does not use computers , tablets, smartphones, etc in daily workflow as it would rarely be used.
    Anonymous | TrustRadius Reviewer

    Pros

    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.
    Charanjeet Singh | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    • Quickly check a user's status and communicate with them.
    • Video conferencing is breathtaking, and the voice quality is excellent.
    • It's a very user-friendly site with straightforward responses.
    • Cloud, hybrid and on-premise deployment options are available for document sharing via chat.
    • The video conferencing quality is excellent, and it is possible to organize your groups in a professional manner.
    • This tool is easy to use and integrates with Calendar to view team members' schedules.
    Roshni Rahman | TrustRadius Reviewer

    Cons

    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.
    Anonymous | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    • Skype's UI leaves a lot to be desired, especially considering newer platforms like Zoom, Teams, Slack, Meet, and so on. It's slow and lacks many features that are now de facto in the newer communication apps.
    • Skype calendar also is often buggy - meeting times do not get updated on the calendar even if the correct time does come up on the Outlook calendar.
    • It does not give you the option to mute chats - oftentimes, you want to keep some group chats on mute without leaving them entirely.
    • Closing off a chat before it's saved will remove it from Skype history. You'd need to go search for it on Outlook mail.
    Dushyant Pathak (DKP) | TrustRadius Reviewer

    Pricing 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

    Skype for Business (formerly Lync), now part of Microsoft Teams

    General

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

    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.
    Vinicius Leite | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    Skype for Business (formerly Lync), now part of Microsoft Teams 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 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.
    Anonymous | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    Skype for Business (formerly Lync), now part of Microsoft Teams 8.8
    Based on 14 answers
    Skype for Business is fairly user-friendly and has a good UI. It has strong audio and video conference call capabilities. It's easy to conduct meetings with various stakeholders across different locations and timezones. The chat and share a file or share my screen functions work seamlessly. If your company uses Office 365, then I would highly recommend it.
    Anonymous | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    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.
    Anonymous | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    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.
    Kevin Lintner | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    Skype for Business (formerly Lync), now part of Microsoft Teams 8.4
    Based on 76 answers
    I have only had to reach out to the Support team at Skype for Business once with an issue, and I was pleasantly surprised and encouraged by the quickness and thoroughness of their response. The wait time was short and my question was dealt with politely and clearly, so I would say the support team has it together.
    Sarah Bandy | TrustRadius Reviewer

    In-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.
    Anonymous | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    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.
    Dailson Laurentino | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    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.
    Dailson Laurentino | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    Skype for Business (formerly Lync), now part of Microsoft Teams 7.0
    Based on 4 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 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.
    Anonymous | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    For the below reason I will always choose this app over its competitors: Better audio and video quality, Little to no disconnections or freezing when on a call/video conference Integrates well with mailbox/ calendar/ one drive, and SharePoint is easy to use
    Jian Groenewald | TrustRadius Reviewer

    Scalability

    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.
    Vinicius Leite | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    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.
    Gordon Ng | TrustRadius Reviewer

    Skype for Business (formerly Lync), now part of Microsoft Teams

    • Skype for Business has enabled a migration in part away from fixed line telephony and introduced the user to mobile working with a headset which cannot be overstated as being a game changer.
    • Being able to schedule Skype for Business meetings through Outlook has meant meetings with colleagues without a meeting room has been a great enabler.
    Anonymous | TrustRadius Reviewer

    Screenshots

    Skype for Business (formerly Lync), now part of Microsoft Teams

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