What users are saying about
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Top Rated
750 Ratings
14 Ratings

NICE CXone

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Top Rated
750 Ratings
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Score 8.4 out of 100
14 Ratings
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Score 9 out of 100

Feature Set Ratings

    Contact Center Software

    8.3

    NICE CXone

    83%

    Sparkrock

    Feature Set Not Supported
    N/A
    NICE CXone ranks higher in 13/13 features

    Agent dashboard

    8.4
    84%
    506 Ratings
    N/A
    0 Ratings

    Validate callers

    8.5
    85%
    431 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    447 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.5
    85%
    404 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.7
    87%
    366 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.7
    87%
    479 Ratings
    N/A
    0 Ratings

    Predictive dialing

    7.8
    78%
    293 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.2
    82%
    337 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    269 Ratings
    N/A
    0 Ratings

    Call scripts

    8.2
    82%
    285 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    459 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    324 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.2
    82%
    328 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    NICE CXone

    85%

    Sparkrock

    Feature Set Not Supported
    N/A
    NICE CXone ranks higher in 9/9 features

    Inbound call routing

    8.5
    85%
    464 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.4
    84%
    335 Ratings
    N/A
    0 Ratings

    Recording

    8.6
    86%
    447 Ratings
    N/A
    0 Ratings

    Quality management

    8.6
    86%
    434 Ratings
    N/A
    0 Ratings

    Call analytics

    8.5
    85%
    440 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.4
    84%
    432 Ratings
    N/A
    0 Ratings

    Live reporting

    8.5
    85%
    417 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

    Payroll Management

    NICE CXone

    Feature Set Not Supported
    N/A
    9.4

    Sparkrock

    94%
    Sparkrock ranks higher in 5/5 features

    Pay calculation

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Benefit plan administration

    N/A
    0 Ratings
    9.0
    90%
    2 Ratings

    Direct deposit files

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Salary revision and increment management

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Reimbursement management

    N/A
    0 Ratings
    10.0
    100%
    3 Ratings

    Customization

    NICE CXone

    Feature Set Not Supported
    N/A
    10.0

    Sparkrock

    100%
    Sparkrock ranks higher in 2/2 features

    API for custom integration

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Plug-ins

    N/A
    0 Ratings
    10.0
    100%
    2 Ratings

    Security

    NICE CXone

    Feature Set Not Supported
    N/A
    9.5

    Sparkrock

    95%
    Sparkrock ranks higher in 2/2 features

    Single sign-on capability

    N/A
    0 Ratings
    10.0
    100%
    4 Ratings

    Role-based user permissions

    N/A
    0 Ratings
    9.0
    90%
    5 Ratings

    Reporting & Analytics

    NICE CXone

    Feature Set Not Supported
    N/A
    9.0

    Sparkrock

    90%
    Sparkrock ranks higher in 3/3 features

    Dashboards

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    Standard reports

    N/A
    0 Ratings
    9.0
    90%
    4 Ratings

    Custom reports

    N/A
    0 Ratings
    9.0
    90%
    3 Ratings

    General Ledger and Configurable Accounting

    NICE CXone

    Feature Set Not Supported
    N/A
    8.8

    Sparkrock

    88%
    Sparkrock ranks higher in 11/11 features

    Accounts payable

    N/A
    0 Ratings
    10.0
    100%
    5 Ratings

    Accounts receivable

    N/A
    0 Ratings
    9.0
    90%
    5 Ratings

    Global Financial Support

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Primary and Secondary Ledgers

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Intercompany Accounting

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Localizations

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Journals and Reconciliations

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Enterprise Accounting

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Configurable Accounting

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Centralized Rules Framework

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Standardized Processes

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Inventory Management

    NICE CXone

    Feature Set Not Supported
    N/A
    9.3

    Sparkrock

    93%
    Sparkrock ranks higher in 3/3 features

    Inventory tracking

    N/A
    0 Ratings
    9.0
    90%
    2 Ratings

    Automatic reordering

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Location management

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Subledger and Financial Process

    NICE CXone

    Feature Set Not Supported
    N/A
    9.6

    Sparkrock

    96%
    Sparkrock ranks higher in 13/13 features

    Automated Invoice Processing

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Shared Services Payments

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Billings Management

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Customer Receipt Applications

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Customer Collections

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Revenue Recognition

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Cash Management

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Asset Management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Travel & Expense Management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Budgetary Control & Encumbrance Accounting

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Period Close

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Transactions Tax

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Subledger Reconciliations

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Project Financial Management

    NICE CXone

    Feature Set Not Supported
    N/A
    9.4

    Sparkrock

    94%
    Sparkrock ranks higher in 12/12 features

    Budgeting and Forecasting

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Project Costing

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Cost Capture

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Capital Project Management

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Customer Invoicing

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Customer Contract Compliance

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Project Revenue Recognition

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Project Financial Performance Analysis

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Project Financials Dashboard

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Real-time Financial Reporting

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Embedded Business Intelligence

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Project Planning Collaboration

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Grants Management

    NICE CXone

    Feature Set Not Supported
    N/A
    9.3

    Sparkrock

    93%
    Sparkrock ranks higher in 3/3 features

    Award Lifecycle Management

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Spending Control

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Indirect Cost Management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Procurement

    NICE CXone

    Feature Set Not Supported
    N/A
    9.6

    Sparkrock

    96%
    Sparkrock ranks higher in 19/19 features

    Sourcing Team Collaboration

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Sourcing Analysis

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Bids Analyzed and Compared

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Catalog Shopping E-Commerce for Employees

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Contract Authoring

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Contract Compliance Management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Contract History

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Contract Renewal Automation

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Contract Repository

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Contract Standardization and Enforcement

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Electronic Signatures

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Invoice Automated Matching

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Purchasing Risk and Compliance Management

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Requisitions-to-Purchase Orders Integrated

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Spend Compliance Management

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Supplier Assessment

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Supplier Communication and Collaboration

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Supplier Management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Supplier Portal

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Supply Chain

    NICE CXone

    Feature Set Not Supported
    N/A
    9.3

    Sparkrock

    93%
    Sparkrock ranks higher in 4/4 features

    Forecasting

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Inventory Planning

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Multi-tier Supply Chain Planning

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Performance Monitoring

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Attribute Ratings

    • Sparkrock is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

    Likelihood to Recommend

    8.4

    NICE CXone

    84%
    542 Ratings
    9.0

    Sparkrock

    90%
    9 Ratings

    Likelihood to Renew

    6.8

    NICE CXone

    68%
    21 Ratings
    9.1

    Sparkrock

    91%
    1 Rating

    Usability

    8.6

    NICE CXone

    86%
    528 Ratings
    9.0

    Sparkrock

    90%
    1 Rating

    Availability

    5.6

    NICE CXone

    56%
    7 Ratings

    Sparkrock

    N/A
    0 Ratings

    Performance

    8.1

    NICE CXone

    81%
    7 Ratings

    Sparkrock

    N/A
    0 Ratings

    Support Rating

    7.4

    NICE CXone

    74%
    6 Ratings
    9.0

    Sparkrock

    90%
    1 Rating

    In-Person Training

    6.1

    NICE CXone

    61%
    4 Ratings

    Sparkrock

    N/A
    0 Ratings

    Online Training

    7.9

    NICE CXone

    79%
    5 Ratings

    Sparkrock

    N/A
    0 Ratings

    Implementation Rating

    8.1

    NICE CXone

    81%
    9 Ratings

    Sparkrock

    N/A
    0 Ratings

    Product Scalability

    6.5

    NICE CXone

    65%
    7 Ratings

    Sparkrock

    N/A
    0 Ratings

    Likelihood to Recommend

    NICE CXone

    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

    Sparkrock

    For all companies that want to improve the performance of their employees and increase productivity, this software helps all daily business tasks to be executed on time efficiently and smoothly. A very useful program that's why we don't stop using it.
    Andres Pirela Loyo | TrustRadius Reviewer

    Pros

    NICE CXone

    • 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

    Sparkrock

    • Data collection - the system is robust and we can tailor it to collect the information we need.
    • Easily configurable - the system is easy to configure to meet our specific business needs.
    • Reporting and data extraction - the system allows for easy access to information that helps inform business decisions.
    Malcolm McAuley | TrustRadius Reviewer

    Cons

    NICE CXone

    • 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

    Sparkrock

    • Many of the improvements are being met with each upgrade. Altus Dynamics has an idea portal that customers can add ideas to and vote on other customer ideas. This means that most issues that come up are resolved with each new upgrade.
    Phyllis Fidler | TrustRadius Reviewer

    Pricing Details

    NICE CXone

    General

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

    Starting Price

    Sparkrock

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    Required
    $50,000

    Starting Price

    Likelihood to Renew

    NICE CXone

    NICE CXone 6.8
    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

    Sparkrock

    Sparkrock 9.1
    Based on 1 answer
    We are already scheduled for our upgrade to NAV 2016 beginning in May 2016.
    Phyllis Fidler | TrustRadius Reviewer

    Usability

    NICE CXone

    NICE CXone 8.6
    Based on 528 answers
    In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.
    Loreto Destura | TrustRadius Reviewer

    Sparkrock

    Sparkrock 9.0
    Based on 1 answer
    Complete workflow management to keep up to date and orderly the daily activities of employees. Allows for seamless cash flow, invoicing, general ledger, payroll, and inventory.
    Andres Pirela Loyo | TrustRadius Reviewer

    Reliability and Availability

    NICE CXone

    NICE CXone 5.6
    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

    Sparkrock

    No score
    No answers yet
    No answers on this topic

    Performance

    NICE CXone

    NICE CXone 8.1
    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

    Sparkrock

    No score
    No answers yet
    No answers on this topic

    Support Rating

    NICE CXone

    NICE CXone 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

    Sparkrock

    Sparkrock 9.0
    Based on 1 answer
    Complete tracking of employee performance, hours worked, attendance and absences, vacations, and overtime.
    Andres Pirela Loyo | TrustRadius Reviewer

    In-Person Training

    NICE CXone

    NICE CXone 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

    Sparkrock

    No score
    No answers yet
    No answers on this topic

    Online Training

    NICE CXone

    NICE CXone 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

    Sparkrock

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    NICE CXone

    NICE CXone 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

    Sparkrock

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    NICE 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

    Sparkrock

    • Real-time data that is available at our fingertips
    • Flexibility of the system to address changing needs over time
    • Elimination of the huge administrative burdens that we were experiencing as a result of the previous system due to lack of integration
    Alecia Lantz | TrustRadius Reviewer

    Scalability

    NICE CXone

    NICE CXone 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

    Sparkrock

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    NICE CXone

    • 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

    Sparkrock

    • As a technician it's hard for me to say what effect the ROI has had on our organization, however our finance team seems satisfied on it. We look forward to deploying the staff dashboards for better financial tracking throughout our whole organization.
    Shaun Sinden | TrustRadius Reviewer

    Screenshots

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