What users are saying about
28 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 out of 100
11 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.7 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

Twilio Programmable Voice

Twilio is well-rounded for almost any company that doesn't require much in terms of voice automation (smart IVR, call center forwarding, etc). It can hold its own on as many phone numbers as you like, and the voice quality is very clear most of the time (some countries' destinations might experience issues such as light noise, just as with a normal landline). You can even develop a reasonably complex IVR platform with TwiML and PHP, but the maintenance on this case is your own, so you'll need to evaluate this option if you're running heavily automated interactions with your customers.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

NICE inContact CXone
8.2
Twilio Programmable Voice
Inbound call routing
NICE inContact CXone
9.2
Twilio Programmable Voice
Omnichannel inbound routing
NICE inContact CXone
8.8
Twilio Programmable Voice
Recording
NICE inContact CXone
7.8
Twilio Programmable Voice
Quality management
NICE inContact CXone
7.4
Twilio Programmable Voice
Call analytics
NICE inContact CXone
8.0
Twilio Programmable Voice
Historical reporting
NICE inContact CXone
8.0
Twilio Programmable Voice
Live reporting
NICE inContact CXone
7.2
Twilio Programmable Voice
Customer surveys
NICE inContact CXone
9.3
Twilio Programmable Voice
Customer interaction analytics
NICE inContact CXone
8.4
Twilio Programmable Voice

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

Twilio Programmable Voice

  • The "insights" feature is very useful when it comes to supporting our users. Both VoIP and Carrier insights give the ability to know what happened on a call
  • Twilio is very reliable as a dialer. We do not have downtime events often (maybe 1 per year for 10min).
  • Twilio has a team that can work with carriers to improve dialing for users where the carriers are not working well
Anonymous | 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

Twilio Programmable Voice

  • Answering machine detection is the worst part of this product. The messages are cut off and do not wait until most machines start recording.
Anonymous | 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

Twilio Programmable Voice

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

Twilio Programmable Voice

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

Twilio Programmable Voice

Twilio Programmable Voice 7.5
Based on 2 answers
For the most part, you don't need support if you understand how to read error handling, debugging, or sip messages.
Anonymous | TrustRadius Reviewer

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

Twilio Programmable Voice

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

Twilio Programmable Voice

We previously used Skype for communications, however the price per minute or second per call was more expensive, and it didn't give us the flexibility of integrating calls with our CRM (Vtiger), allowing our sales force to initiate a call with a prospect just by clicking on its opportunity's phone number.
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

Twilio Programmable Voice

  • Our customers are able to implement a large part of their sales initiative (calling) through us due to Twilio's product
  • Twilio takes a decent amount of support and knowledge gained over time. This is expensive in the long run.
Anonymous | TrustRadius Reviewer

Pricing Details

NICE inContact CXone

General

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

Twilio Programmable Voice

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.4
Twilio Programmable Voice
8.7

Likelihood to Renew

NICE inContact CXone
5.7
Twilio Programmable Voice

Usability

NICE inContact CXone
7.0
Twilio Programmable Voice

Support

NICE inContact CXone
7.5
Twilio Programmable Voice
7.5

Implementation

NICE inContact CXone
7.0
Twilio Programmable Voice

Add comparison