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Top Rated
752 Ratings

NICE CXone

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Top Rated
752 Ratings
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Score 8.5 out of 100
3 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • TELUSCloud Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.3

NICE CXone

83%
9.5

TELUS Cloud Contact Center (TC3)

95%
TELUSCloud Contact Center ranks higher in 13/13 features

Agent dashboard

8.5
85%
507 Ratings
9.1
91%
2 Ratings

Validate callers

8.5
85%
432 Ratings
8.7
87%
2 Ratings

Outbound response

8.3
83%
448 Ratings
10.0
100%
1 Rating

Call forwarding

8.5
85%
405 Ratings
9.6
96%
2 Ratings

Click-to-call (CTC)

8.7
87%
367 Ratings
9.6
96%
2 Ratings

Warm transfer

8.7
87%
480 Ratings
9.1
91%
2 Ratings

Predictive dialing

7.8
78%
294 Ratings
10.0
100%
1 Rating

Interactive voice response

8.3
83%
338 Ratings
9.6
96%
2 Ratings

REST APIs

8.0
80%
270 Ratings
9.0
90%
1 Rating

Call scripts

8.2
82%
286 Ratings
10.0
100%
1 Rating

Call tracking

8.4
84%
460 Ratings
8.6
86%
2 Ratings

Multichannel integration

8.3
83%
325 Ratings
10.0
100%
1 Rating

CRM software integration

8.2
82%
329 Ratings
10.0
100%
1 Rating

Workforce Optimization (WFO)

8.5

NICE CXone

85%
9.6

TELUS Cloud Contact Center (TC3)

96%
TELUSCloud Contact Center ranks higher in 9/9 features

Inbound call routing

8.6
86%
465 Ratings
9.6
96%
2 Ratings

Omnichannel inbound routing

8.5
85%
336 Ratings
10.0
100%
1 Rating

Recording

8.6
86%
448 Ratings
9.1
91%
2 Ratings

Quality management

8.6
86%
435 Ratings
9.1
91%
2 Ratings

Call analytics

8.6
86%
441 Ratings
9.1
91%
2 Ratings

Historical reporting

8.4
84%
433 Ratings
9.1
91%
2 Ratings

Live reporting

8.6
86%
418 Ratings
10.0
100%
1 Rating

Customer surveys

8.4
84%
272 Ratings
10.0
100%
1 Rating

Customer interaction analytics

8.3
83%
285 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • TELUSCloud Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.5

NICE CXone

85%
543 Ratings
9.1

TELUS Cloud Contact Center (TC3)

91%
2 Ratings

Likelihood to Renew

6.5

NICE CXone

65%
21 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Usability

8.7

NICE CXone

87%
529 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Availability

5.5

NICE CXone

55%
7 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Performance

8.1

NICE CXone

81%
7 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Support Rating

7.4

NICE CXone

74%
6 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

In-Person Training

5.9

NICE CXone

59%
4 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Online Training

7.8

NICE CXone

78%
5 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Implementation Rating

8.1

NICE CXone

81%
9 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Product Scalability

6.5

NICE CXone

65%
7 Ratings

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

TELUS Cloud Contact Center offers the best cloud services software to handle customer requests, place an order, track product delivery experience, and handle a lot of customers, it enables co-browsing and talking to customers and screen sharing all is possible at the operational level 24/7. It takes customer experience to a higher level is because it invested in the latest tech in order to bring seamless cloud services across devices and apps anywhere and at any time that saving time and cost as well. It actively encourages users to engage customers remotely no matter whether they are at home or at the enterprise. Its contact support is one of the best features of the product. It let you collaborate with new tech apparatus and various platforms without much cost and hassle. Thanks, TELUS Cloud Contact Center.
Sayed Manzar Hassan | 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

TELUS Cloud Contact Center (TC3)

  • Easy to [manage] users
  • Easy to setup features
  • Multiple device/apps to access the services
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

TELUS Cloud Contact Center (TC3)

  • At times glitches show up while connecting several apps, however, it is not difficult to fix and manage across multiple platforms.
  • The cost of the apparatus is not so competitive in order to pull more customers to the international market, that being said, if an individual wants to set up a home-based contact center then it has to be affordable like it offers services to big enterprises.
  • Here and there is some mess with functionality while the connecting voices of multiple customers can be easily fixable.
Sayed Manzar Hassan | 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

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

No score
No answers yet
No answers on this topic

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

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

No score
No answers yet
No answers on this topic

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

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

Shaw Smart Voice
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

TELUS Cloud Contact Center (TC3)

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

TELUS Cloud Contact Center (TC3)

  • Cloud integration is easy on multiple channel apps and CRM gives the best response and saves time.
  • There is not any glitch in the voice handling of customers and agents easily route calls to remote agents.
  • Co-browsing and screen sharing is the best feature of its multitasking while one call with the consumer.
Sayed Manzar Hassan | TrustRadius Reviewer

Screenshots

TELUS Cloud Contact Center (TC3)

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