What users are saying about
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Top Rated
110 Ratings
8 Ratings

NICE inContact CXone

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Top Rated
110 Ratings
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Score 8.3 out of 100
8 Ratings
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Score 6.2 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

Teleopti WFM

Teleopti WFM is very well suited for call center environments where every minute of your team members' time needs accounting for. If you manage 50+ employees, Teleopti is a good tool to make sense of it all, especially when you need to address various business needs at different times of day.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Teleopti WFM
Inbound call routing
NICE inContact CXone
9.0
Teleopti WFM
Omnichannel inbound routing
NICE inContact CXone
8.6
Teleopti WFM
Recording
NICE inContact CXone
8.4
Teleopti WFM
Quality management
NICE inContact CXone
8.2
Teleopti WFM
Call analytics
NICE inContact CXone
8.3
Teleopti WFM
Historical reporting
NICE inContact CXone
8.1
Teleopti WFM
Live reporting
NICE inContact CXone
7.6
Teleopti WFM
Customer surveys
NICE inContact CXone
8.7
Teleopti WFM
Customer interaction analytics
NICE inContact CXone
8.5
Teleopti WFM

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

Teleopti WFM

  • Shift bids. It has a tremendous number of options for ranking agents bye seniority, quality scores, and other factors.
  • Customer service has always been a strong point with Teleopti. There's never a problem getting help with use of the system or technical issues.
  • User interface. Our agents really enjoy using their schedule portal and find it seamlessly integrates with their other software.
  • The installation and onboarding process was pretty smooth considering other launches we've had.
Clinton Verley | 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

Teleopti WFM

  • Sometimes the features can look very similar or can be very minimal in the requests tools so it is very easy to make user mistakes (not swapping a field from the default or forgetting to check a box)
  • I tried integrating this calendar with Google Calendar and it never updates the same day when changes are made. It seems like it always take 24 hours to update in other interfaces.
Kayla Gillespie | 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

Teleopti WFM

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 73 answers
NICE inContact CXone allows for complex reporting as well as custom setup, but is fairly easy to use. From an end-user perspective, it is very easy. Some management tasks require more setup but out of the box it can do most things required in a call center.
Anonymous | TrustRadius Reviewer

Teleopti WFM

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

Teleopti WFM

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

Teleopti WFM

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

Teleopti WFM

We previously used Wisdom WFM, but it didn't accomplish nearly as much as Teleopti WFM has for us.
Anonymous | 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

Teleopti WFM

  • It has saved us a ton of time and money on the WFM management side by optimizing schedule creation and break placement.
  • Unfortunately the rash of technical issues have been a downside from an ROI side, every minute we are offline is lost revenue.
  • We saved a ton of money because of their excellent training and customer service offerings, there was no need for a laborious install process or protracted training.
Clinton Verley | 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

Teleopti WFM

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Teleopti WFM
7.7

Likelihood to Renew

NICE inContact CXone
9.1
Teleopti WFM

Usability

NICE inContact CXone
8.4
Teleopti WFM

Support Rating

NICE inContact CXone
7.5
Teleopti WFM

Implementation Rating

NICE inContact CXone
7.0
Teleopti WFM

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