What users are saying about
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Top Rated
97 Ratings
71 Ratings

NICE inContact CXone

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Top Rated
97 Ratings
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Score 8.3 out of 100
71 Ratings
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Score 6.8 out of 100

Likelihood to Recommend

NICE inContact CXone

Well suited if you take different type of calls & have a big team. You can, via the IVR options, split the calls & then can decide in Central who in your team will be receiving which calls. It is really good once you are familiar with Studio as you can update your options yourself without calling professional services. You can be reactive & proactive depending on your needs.
Anonymous | TrustRadius Reviewer

Tenfold

If there are situations where a customer is hard to reach, Tenfold allows easy pushing forward of reminders.In a high volume call system, it provides the ability to focus on your productivity and let Tenfold worry about the call logging, scheduling, and general call management on a day by day basis.
Ricky Fox | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Tenfold
Agent dashboard
NICE inContact CXone
8.3
Tenfold
Validate callers
NICE inContact CXone
8.3
Tenfold
Outbound response
NICE inContact CXone
7.1
Tenfold
Call forwarding
NICE inContact CXone
8.1
Tenfold
Click-to-call (CTC)
NICE inContact CXone
7.1
Tenfold
Warm transfer
NICE inContact CXone
8.2
Tenfold
Predictive dialing
NICE inContact CXone
7.9
Tenfold
Interactive voice response
NICE inContact CXone
8.4
Tenfold
REST APIs
NICE inContact CXone
8.5
Tenfold
Call scripts
NICE inContact CXone
8.5
Tenfold
Call tracking
NICE inContact CXone
8.6
Tenfold
Multichannel integration
NICE inContact CXone
8.4
Tenfold
CRM software integration
NICE inContact CXone
8.6
Tenfold

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Tenfold
Inbound call routing
NICE inContact CXone
9.0
Tenfold
Omnichannel inbound routing
NICE inContact CXone
8.6
Tenfold
Recording
NICE inContact CXone
8.3
Tenfold
Quality management
NICE inContact CXone
8.2
Tenfold
Call analytics
NICE inContact CXone
8.3
Tenfold
Historical reporting
NICE inContact CXone
8.1
Tenfold
Live reporting
NICE inContact CXone
7.6
Tenfold
Customer surveys
NICE inContact CXone
8.8
Tenfold
Customer interaction analytics
NICE inContact CXone
8.5
Tenfold

Pros

NICE inContact CXone

  • The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
  • Integration with 3rd party sources real-time is quite good. API interoperability is great.
  • Integration with Salesforce is, though a bit clunky, very functional and works as intended.
Hans Hong | TrustRadius Reviewer

Tenfold

  • Integrates very well with Salesforce, our CRM software. As we disposition calls, the notes automatically generate on my customer's accounts, saving me valuable steps in documentation.
  • Call metrics gathered in Tenfold are used for measuring productivity across all of the sales team. Reporting is done through Salesforce, once again speaking volumes of the integration capabilities.
  • The clarity and consistency of quality of calls are outstanding! Very little delay, static or feedback.
Linda Brann | TrustRadius Reviewer

Cons

NICE inContact CXone

  • The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
  • The way to create "categories" or "topics" is more cumbersome than with other platforms.
  • They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.
Anonymous | TrustRadius Reviewer

Tenfold

  • There is no ability to customize the popup. It is stuck in one place (bottom right) and can't be moved. Just adding something as simple as being able to move it up and down would make a world of a difference. I don't know how many times the popup got in the way of other information I was trying to look at.
  • It would, of course, be a much better product if the popup were it's own app that could be docked anywhere on the screen. Tying the popup to Chrome really keeps this software from being the best it could be.
  • There are no skins, color options, customize options, or anything like that for the popup window. There is nothing you can do to affect how it looks, what information is on it, and where it is docked. Solve those three issues, and you have an amazing tool that is flexible and personable.
Joel Brache | 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

Tenfold

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 61 answers
Most of the areas of NICE inContact CXone are very user friendly. The menus are easy to navigate and the help screens are actually helpful. There are plenty of advanced features with NICE to use as well, but overall usage for the daily user is very easy to understand and navigate.
Lenny Byers | TrustRadius Reviewer

Tenfold

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

Tenfold

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

Tenfold

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

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
Anonymous | TrustRadius Reviewer

Return on Investment

NICE inContact CXone

  • CXone has allowed us to analyze metrics and reporting in a way that we weren't able to with our previous software. This allows us to hold our employees accountable with hard data.
  • Issues with Personal Connection have slowed us down when we have to manually dial, but overall the tool has allowed us to work quickly and efficiently.
  • We've been able to explore different agentless dialing and answering machine detection tools that ramp up our numbers and the number of clients we can reach a day.
Anonymous | TrustRadius Reviewer

Tenfold

  • It definitely has helped keep me organized to best help my customers and get them to make purchases because I already know what is going on when they call.
  • I am sure that I have been able to sell more than the cost of what Tenfold is for me so that is great!
  • It is a great tool to keep track of customers needs and then you can flip that into taking care of the customer and getting the sale.
Tanner Meyerhoffer | 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

Tenfold

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Tenfold
8.4

Likelihood to Renew

NICE inContact CXone
9.1
Tenfold

Usability

NICE inContact CXone
8.4
Tenfold

Support Rating

NICE inContact CXone
7.5
Tenfold

Implementation Rating

NICE inContact CXone
7.0
Tenfold

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