What users are saying about
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Top Rated
108 Ratings
13 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
13 Ratings
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Score 9.1 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

Sparkrock

Altus Dynamics CRM is a fabulous tool that meets our needs. Where we identify gaps, we can quickly and easily configure the system to meet those needs. Altus Dynamics as a partner were excellent at helping us get the system set up initially to meet our needs, though the lack of function specific training meant that we had to ensure resources on our end to learn through some trial and error at times. That said, Dynamics CRM resources are bountiful on the internet through community forums and groups and questions can often be solved within minutes of searching for the item.
Malcolm McAuley | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Payroll Management

NICE inContact CXone
Sparkrock
7.7
Pay calculation
NICE inContact CXone
Sparkrock
7.4
Benefit plan administration
NICE inContact CXone
Sparkrock
7.3
Direct deposit files
NICE inContact CXone
Sparkrock
8.9
Salary revision and increment management
NICE inContact CXone
Sparkrock
7.4
Reimbursement management
NICE inContact CXone
Sparkrock
7.4

Customization

NICE inContact CXone
Sparkrock
3.6
API for custom integration
NICE inContact CXone
Sparkrock
2.7
Plug-ins
NICE inContact CXone
Sparkrock
4.5

Security

NICE inContact CXone
Sparkrock
7.2
Single sign-on capability
NICE inContact CXone
Sparkrock
7.1
Role-based user permissions
NICE inContact CXone
Sparkrock
7.2

Reporting & Analytics

NICE inContact CXone
Sparkrock
7.1
Dashboards
NICE inContact CXone
Sparkrock
7.1
Standard reports
NICE inContact CXone
Sparkrock
6.6
Custom reports
NICE inContact CXone
Sparkrock
7.4

General Ledger and Configurable Accounting

NICE inContact CXone
Sparkrock
7.8
Accounts payable
NICE inContact CXone
Sparkrock
8.9
Accounts receivable
NICE inContact CXone
Sparkrock
7.8

Inventory Management

NICE inContact CXone
Sparkrock
7.3
Inventory tracking
NICE inContact CXone
Sparkrock
7.3

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

Sparkrock

  • Integrates finance with payroll. Many solutions still run these as separate functions and this was one of the deciding factors for King's when purchasing Microsoft NAV in 2005.
  • Altus has added an employee web app that seamlessly connects the outside 'users' to the information they require.
  • HR position management has taken the many details of an employee in this environment and allowed each position to be tracked individually.
Phyllis Fidler | 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

Sparkrock

  • Building in additional training support for end users as part of an implementation or upgrade.
  • Sharing of best practices amongst like minded organizations and creating system and or reporting standardizations where possible.
  • It would be great to see a "cashless schools" module as part of the product which integrates into the financial system!
Alecia Lantz | 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

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 inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

Sparkrock

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

Sparkrock

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

Sparkrock

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

Sparkrock

We came from a product that was specific to our industry. It was old, tired and did not do many of the things the Altus Dynamics solution does. The only other product that we seriously considered was Microsoft Dynamics GP, however our finance team felt that product was too light for our needs and growth
Shaun Sinden | 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

Sparkrock

  • In some cases the system has helped bring efficiencies to our world. The workflow capabilities of Dynamics CRM are extremely functional and helpful.
  • The learning curve can be challenging for some. Those that are overwhelmed by technology in general can struggle with understanding how the system works and where to find what they need.
Malcolm McAuley | 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

Sparkrock

General

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

* per installation

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Sparkrock
7.9

Likelihood to Renew

NICE inContact CXone
9.1
Sparkrock
9.1

Usability

NICE inContact CXone
8.4
Sparkrock

Support Rating

NICE inContact CXone
7.5
Sparkrock

Implementation Rating

NICE inContact CXone
7.0
Sparkrock

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