What users are saying about
Top Rated
71 Ratings
29 Ratings
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Score 7.9 out of 100
Top Rated
71 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6.9 out of 100

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 | 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
8.6
Tenfold
Agent dashboard
NICE inContact CXone
8.8
Tenfold
Validate callers
NICE inContact CXone
8.3
Tenfold
Outbound response
NICE inContact CXone
7.3
Tenfold
Call forwarding
NICE inContact CXone
9.1
Tenfold
Click-to-call (CTC)
NICE inContact CXone
8.0
Tenfold
Warm transfer
NICE inContact CXone
7.9
Tenfold
Predictive dialing
NICE inContact CXone
7.7
Tenfold
Interactive voice response
NICE inContact CXone
9.7
Tenfold
REST APIs
NICE inContact CXone
9.7
Tenfold
Call scripts
NICE inContact CXone
9.0
Tenfold
Call tracking
NICE inContact CXone
9.2
Tenfold
Multichannel integration
NICE inContact CXone
8.4
Tenfold
CRM software integration
NICE inContact CXone
9.4
Tenfold

Workforce Optimization (WFO)

NICE inContact CXone
8.3
Tenfold
Inbound call routing
NICE inContact CXone
9.2
Tenfold
Omnichannel inbound routing
NICE inContact CXone
8.8
Tenfold
Recording
NICE inContact CXone
7.9
Tenfold
Quality management
NICE inContact CXone
7.4
Tenfold
Call analytics
NICE inContact CXone
8.0
Tenfold
Historical reporting
NICE inContact CXone
8.0
Tenfold
Live reporting
NICE inContact CXone
7.3
Tenfold
Customer surveys
NICE inContact CXone
9.3
Tenfold
Customer interaction analytics
NICE inContact CXone
8.4
Tenfold

Pros

NICE inContact CXone

  • Attensity is able to get very precise with sentiment and can be tuned, which is important.
  • The theme discovery is very helpful for getting detailed insights. The "triples" help with understanding relationships.
  • The pricing structure is reasonable and easier to understand than other vendors.
Anonymous | 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

  • At times, it feels the software is running a bit slow. While it can depend on a lot of things, there are ways this can be solved.
  • AI chatbots are not as good as they should be.
  • Support for agent profiles or templates that can applied to any new and existing agents.
  • UI/UX controls doesn't look modern.
Bhargav Nanekalva | 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 5.7
Based on 8 answers
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract
Anonymous | TrustRadius Reviewer

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 | TrustRadius Reviewer

Tenfold

No score
No answers yet
No answers on this topic

Support

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

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

  • 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 | 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
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
8.4
Tenfold
8.4

Likelihood to Renew

NICE inContact CXone
5.7
Tenfold

Usability

NICE inContact CXone
7.0
Tenfold

Support

NICE inContact CXone
7.5
Tenfold

Implementation

NICE inContact CXone
7.0
Tenfold

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