What users are saying about
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Top Rated
623 Ratings
2 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
623 Ratings
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Score 8.3 out of 100
2 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

NICE CXone (formerly NICE inContact)

We get over 3,000 calls/month for a variety of Radiology scheduling requests, so we needed a scheduling system that had the scalability and optics to allow us to manage this giant beast. We had previously been relying only on people scheduling between their visits and between checking in visitors, so we had no dedicated team of schedulers or a software to support. We are only on our first month, but have seen amazing results thus far.
Jerry Newsom | TrustRadius Reviewer

SpiceCSM

SpiceCSM is very well suited for supporting agents that support different skills/campaigns. I cant think of any specific instances where SpiceCSM is less appropriate.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE CXone (formerly NICE inContact)
8.1
SpiceCSM
Agent dashboard
NICE CXone (formerly NICE inContact)
8.3
SpiceCSM
Validate callers
NICE CXone (formerly NICE inContact)
8.3
SpiceCSM
Outbound response
NICE CXone (formerly NICE inContact)
8.2
SpiceCSM
Call forwarding
NICE CXone (formerly NICE inContact)
8.3
SpiceCSM
Click-to-call (CTC)
NICE CXone (formerly NICE inContact)
8.5
SpiceCSM
Warm transfer
NICE CXone (formerly NICE inContact)
8.5
SpiceCSM
Predictive dialing
NICE CXone (formerly NICE inContact)
7.4
SpiceCSM
Interactive voice response
NICE CXone (formerly NICE inContact)
8.0
SpiceCSM
REST APIs
NICE CXone (formerly NICE inContact)
7.8
SpiceCSM
Call scripts
NICE CXone (formerly NICE inContact)
8.0
SpiceCSM
Call tracking
NICE CXone (formerly NICE inContact)
8.3
SpiceCSM
Multichannel integration
NICE CXone (formerly NICE inContact)
7.9
SpiceCSM
CRM software integration
NICE CXone (formerly NICE inContact)
7.9
SpiceCSM

Workforce Optimization (WFO)

NICE CXone (formerly NICE inContact)
8.3
SpiceCSM
Inbound call routing
NICE CXone (formerly NICE inContact)
8.5
SpiceCSM
Omnichannel inbound routing
NICE CXone (formerly NICE inContact)
8.2
SpiceCSM
Recording
NICE CXone (formerly NICE inContact)
8.5
SpiceCSM
Quality management
NICE CXone (formerly NICE inContact)
8.5
SpiceCSM
Call analytics
NICE CXone (formerly NICE inContact)
8.4
SpiceCSM
Historical reporting
NICE CXone (formerly NICE inContact)
8.3
SpiceCSM
Live reporting
NICE CXone (formerly NICE inContact)
8.4
SpiceCSM
Customer surveys
NICE CXone (formerly NICE inContact)
7.9
SpiceCSM
Customer interaction analytics
NICE CXone (formerly NICE inContact)
8.0
SpiceCSM

Pros

NICE CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

SpiceCSM

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

Cons

NICE CXone (formerly NICE inContact)

  • When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
  • It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
  • When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
  • When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
Anonymous | TrustRadius Reviewer

SpiceCSM

  • Errors during record search
  • Errors during screenpop
  • Inability to copy KB unless you attach it to a case
Anonymous | TrustRadius Reviewer

Likelihood to Renew

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

SpiceCSM

No score
No answers yet
No answers on this topic

Usability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 375 answers
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
Edward Oberlton | 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 (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 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 (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
Based on 4 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 (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

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 (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.0
Based on 3 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 (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

SpiceCSM

No score
No answers yet
No answers on this topic

Implementation Rating

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

SpiceCSM

No score
No answers yet
No answers on this topic

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

SpiceCSM

Salesforce and Zendesk. I like SpiceCSM better.
Anonymous | TrustRadius Reviewer

Scalability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

SpiceCSM

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

SpiceCSM

  • Increased productivity
  • Less after call work time
  • Improved reporting
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

NICE CXone (formerly NICE inContact)

General

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

SpiceCSM

General

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

Rating Summary

Likelihood to Recommend

NICE CXone (formerly NICE inContact)
8.3
SpiceCSM
9.0

Likelihood to Renew

NICE CXone (formerly NICE inContact)
8.6
SpiceCSM

Usability

NICE CXone (formerly NICE inContact)
8.5
SpiceCSM
9.0

Reliability and Availability

NICE CXone (formerly NICE inContact)
7.2
SpiceCSM

Performance

NICE CXone (formerly NICE inContact)
8.0
SpiceCSM

Support Rating

NICE CXone (formerly NICE inContact)
7.4
SpiceCSM
9.0

In-Person Training

NICE CXone (formerly NICE inContact)
7.0
SpiceCSM

Online Training

NICE CXone (formerly NICE inContact)
8.3
SpiceCSM

Implementation Rating

NICE CXone (formerly NICE inContact)
8.2
SpiceCSM

Scalability

NICE CXone (formerly NICE inContact)
6.7
SpiceCSM

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