What users are saying about
Top Rated
71 Ratings
22 Ratings
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Score 8.2 out of 101
Top Rated
71 Ratings
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Score 7.4 out of 101

Likelihood to Recommend

NICE inContact CXone

If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.
Hans Hong profile photo

Tenfold

I would recommend Tenfold to any company with CRM or account management software. Being able to manage future appointments and to document it all in one step will increase efficiency.
Linda Brann profile photo

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.3
Tenfold
Agent dashboard
NICE inContact CXone
8.7
Tenfold
Validate callers
NICE inContact CXone
7.7
Tenfold
Outbound response
NICE inContact CXone
7.3
Tenfold
Call forwarding
NICE inContact CXone
9.0
Tenfold
Click-to-call (CTC)
NICE inContact CXone
7.0
Tenfold
Warm transfer
NICE inContact CXone
9.0
Tenfold
Predictive dialing
NICE inContact CXone
6.5
Tenfold
Interactive voice response
NICE inContact CXone
9.5
Tenfold
REST APIs
NICE inContact CXone
9.5
Tenfold
Call scripts
NICE inContact CXone
8.5
Tenfold
Call tracking
NICE inContact CXone
9.3
Tenfold
Multichannel integration
NICE inContact CXone
7.5
Tenfold
CRM software integration
NICE inContact CXone
9.0
Tenfold

Workforce Optimization (WFO)

NICE inContact CXone
7.6
Tenfold
Inbound call routing
NICE inContact CXone
9.0
Tenfold
Omnichannel inbound routing
NICE inContact CXone
8.3
Tenfold
Recording
NICE inContact CXone
6.4
Tenfold
Quality management
NICE inContact CXone
6.0
Tenfold
Call analytics
NICE inContact CXone
7.7
Tenfold
Historical reporting
NICE inContact CXone
7.7
Tenfold
Live reporting
NICE inContact CXone
7.0
Tenfold
Customer surveys
NICE inContact CXone
9.0
Tenfold
Customer interaction analytics
NICE inContact CXone
7.5
Tenfold

Pros

NICE inContact CXone

  • Allows easy transfers of calls between departments.
  • Includes disposition options so we may have an idea as to why our customers are contacting us
Josh kimball profile photo

Tenfold

  • Tenfold is intuitive and seamless
  • It is very dependable, there is no need to have a backup scheduling plan
  • It easily becomes part of your routine
Ricky Fox profile photo

Cons

NICE inContact CXone

  • The UI for the agent is a bit dated, especially with the Salesforce agent.
  • They don't seem to have enough UX testing done before releases and have great opportunity to improve and listen to user feedback.
  • User feedback opportunity is limited. There is nowhere visible really to submit feedback that gets tracked. The process is opaque.
Hans Hong profile photo

Tenfold

  • Outbound Calls made by Tenfold get automatically logged into Salesforce as their own individual tasks (as OBC (for Outbound Call)), however, these Tasks cannot be titled from Tenfold (e.g. "Following up on a proposal"). Similarly calls using Tenfold always creates a new task, making tasks previously created (e.g. "Call to make first contact"), either act as (mostly irrelevant) placeholders, or tasks that still require editing to make call notes, (defeating the value of the Tenfold on-call, note-taking feature).
  • When notes are entered into Tenfold, they can be instantly logged into the notes field of the Salesforce Task, however, if the note is longer than the 'Notes' field, this gets transferred to the 'Comments' section of the Task, with no indication that this is where it went. As such call notes can occasionally appear to have not been taken, have gone missing, or just take longer to find.
  • Occasionally 'click-to-dial' does not work on all numbers you might find in a browser window, and at times the Chrome Extension needs to be reset to get things up and running.
  • Tenfold's app doesn't automatically connect the call/task at the Opportunity level within Salesforce, which is where we do the majority of our activity. Instead it requires an extra step on every call.
No photo available

Likelihood to Renew

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
Our group decided not to work with Attensity.
No photo available

Tenfold

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Tenfold

No score
No answers yet
No answers on this topic

Support

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Tenfold

No score
No answers yet
No answers on this topic

Implementation

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 profile photo

Tenfold

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE inContact CXone

inContact blows ININ away (now bought by Genesys systems). ININ requires a lot of money to upgrade, wouldn't do any customization for free, and would not be able to integrate as nice with Salesforce.
Hans Hong profile photo

Tenfold

In fairness, this product was rolled out to our entire team, and therefore I have not used other (similar) call tracking software. That said, I have been very pleased with all of the features it does offer, and would be reluctant to change products based on the successes in productivity we've experienced with Tenfold. If anything, we would hope to continue to see improvements in this product, rather than switching to something else
No photo available

Return on Investment

NICE inContact CXone

  • It has improved call times and interactions over just a standard calling system.
  • During peak season, it has hindered our calls by freezing or crashing due to the volume. This costs us business from customers who do not call back, and we are unable to call back since the system crashed and we lost the call history (unless it is a supervisor).
Josh kimball profile photo

Tenfold

  • Great for pipeline management
  • Great for note taking while on the phone with customer, and syncing info to Salesforce
  • Needs to be less buggy and interact well with other extensions
Rusty Matthews profile photo

Screenshots

Pricing Details

NICE inContact CXone

General

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

Tenfold

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
Additional Pricing Details

Add comparison