What users are saying about
NICE CXone
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Top Rated
750 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 750 reviews and ratings
14 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 14 reviews and ratings
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
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
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
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
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
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
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
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
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
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
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
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
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
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.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesSparkrock
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.
Director of Residential Sales
Green Lawn FertilizingConsumer Services, 201-500 employees
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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
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.
Director, Information Systems
Big Brothers Big Sisters of CanadaNon-Profit Organization Management, 501-1000 employees
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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesSparkrock
- 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.
Manager of General Accounting
King's University College at the University of Western OntarioEducation Management, 501-1000 employees
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Sparkrock
Sparkrock 9.1
Based on 1 answer
We are already scheduled for our upgrade to NAV 2016 beginning in May 2016.
Manager of General Accounting
King's University College at the University of Western OntarioEducation Management, 501-1000 employees
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.
Sales Solution Architect
IBM Business ServicesInformation Technology & Services, 201-500 employees
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.
Director of Residential Sales
Green Lawn FertilizingConsumer Services, 201-500 employees
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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesSparkrock
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesSparkrock
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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
Sparkrock
Sparkrock 9.0
Based on 1 answer
Complete tracking of employee performance, hours worked, attendance and absences, vacations, and overtime.
Director of Residential Sales
Green Lawn FertilizingConsumer Services, 201-500 employees
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesSparkrock
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesSparkrock
- 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
Superintendent of Business & Treasurer
Bruce-Grey Catholic District School BoardEducation Management, 201-500 employees
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees
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.
IT Supervisor
Calgary Real Estate BoardReal Estate, 51-200 employees