What users are saying about
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Top Rated
752 Ratings
2 Ratings

NICE CXone

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Top Rated
752 Ratings
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Score 8.5 out of 100
2 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Contact Center Software

    8.3

    NICE CXone

    83%

    SpiceCSM

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

    Agent dashboard

    8.5
    85%
    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

    8.3
    83%
    338 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    270 Ratings
    N/A
    0 Ratings

    Call scripts

    8.2
    82%
    286 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    460 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.3
    83%
    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

    85%

    SpiceCSM

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

    Inbound call routing

    8.6
    86%
    465 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.5
    85%
    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

    8.6
    86%
    441 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.4
    84%
    433 Ratings
    N/A
    0 Ratings

    Live reporting

    8.6
    86%
    418 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.4
    84%
    272 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.3
    83%
    285 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • NICE CXone is rated higher in 1 area: Likelihood to Recommend
    • SpiceCSM is rated higher in 2 areas: Usability, Support Rating

    Likelihood to Recommend

    8.5

    NICE CXone

    85%
    543 Ratings
    7.5

    SpiceCSM

    75%
    2 Ratings

    Likelihood to Renew

    6.5

    NICE CXone

    65%
    21 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Usability

    8.7

    NICE CXone

    87%
    529 Ratings
    9.0

    SpiceCSM

    90%
    1 Rating

    Availability

    5.5

    NICE CXone

    55%
    7 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Performance

    8.1

    NICE CXone

    81%
    7 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Support Rating

    7.4

    NICE CXone

    74%
    6 Ratings
    9.0

    SpiceCSM

    90%
    1 Rating

    In-Person Training

    5.9

    NICE CXone

    59%
    4 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Online Training

    7.8

    NICE CXone

    78%
    5 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Implementation Rating

    8.1

    NICE CXone

    81%
    9 Ratings

    SpiceCSM

    N/A
    0 Ratings

    Product Scalability

    6.5

    NICE CXone

    65%
    7 Ratings

    SpiceCSM

    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

    SpiceCSM

    SpiceCSM does an excellent job at allowing agents to view customer information, access customer contact documentation history, and create cases to send to other departments or to have the account managed beyond an agent's capabilities. It is a great tool for tracking individual account activity such as returns, contact history, contact disposition history, and general account information. The analytics of SpiceCSM could be improved. The reports are not easily customizable, which leaves users frequently having to manually process data in Microsoft Excel.
    Anonymous | 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

    SpiceCSM

    • Personalization
    • Segment Skills/Campaigns
    • Support for issues
    Anonymous | 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

    SpiceCSM

    • Reporting - Not very customizable
    • Managing Contact Dispositions (topics)
    • Analytics user interface
    Anonymous | 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

    SpiceCSM

    General

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

    Starting Price

    Likelihood to Renew

    NICE CXone

    NICE CXone 6.5
    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

    SpiceCSM

    No score
    No answers yet
    No answers on this topic

    Usability

    NICE CXone

    NICE CXone 8.7
    Based on 529 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

    SpiceCSM

    SpiceCSM 9.0
    Based on 1 answer
    SpiceCSM is user friendly and ties in nicely to our NICE inContact platform
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    NICE CXone

    NICE CXone 5.5
    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

    SpiceCSM

    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

    SpiceCSM

    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

    SpiceCSM

    SpiceCSM 9.0
    Based on 1 answer
    Someone is always available to assist or answer questions.
    Anonymous | TrustRadius Reviewer

    In-Person Training

    NICE CXone

    NICE CXone 5.9
    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

    SpiceCSM

    No score
    No answers yet
    No answers on this topic

    Online Training

    NICE CXone

    NICE CXone 7.8
    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

    SpiceCSM

    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

    SpiceCSM

    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

    SpiceCSM

    Salesforce and Zendesk. I like SpiceCSM better.
    Anonymous | 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

    SpiceCSM

    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

    SpiceCSM

    • Ability to analyze customer contact topic trends.
    • Ability to sort callers and filter them to certain phone lines based on customer account information.
    • Large data was lost after 90 days (contact level/call notes and details), so we have to save and backup the data ourselves. This takes up a bit of storage space.
    Anonymous | TrustRadius Reviewer

    Screenshots

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