What users are saying about
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Top Rated
341 Ratings

NICE inContact CXone

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Top Rated
341 Ratings
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Score 8.3 out of 100
12 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

NICE inContact CXone

NICE inContact CXone is good for a team doing any sort of calling. It makes calling, managing calls, holding, transferring, conferencing, scheduling, organizing, and things of that nature very easy, thus making the process of work very seamless and easy.It also helps with scheduling, and communication between team membersIt wouldn't be well suited for teams who don't do calling, although some features would be helpful if calling is not being done.
Anthony Castellanos | 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
8.1
Twilio Programmable Voice
Agent dashboard
NICE inContact CXone
8.3
Twilio Programmable Voice
Validate callers
NICE inContact CXone
8.3
Twilio Programmable Voice
Outbound response
NICE inContact CXone
8.2
Twilio Programmable Voice
Call forwarding
NICE inContact CXone
8.3
Twilio Programmable Voice
Click-to-call (CTC)
NICE inContact CXone
8.5
Twilio Programmable Voice
Warm transfer
NICE inContact CXone
8.5
Twilio Programmable Voice
Predictive dialing
NICE inContact CXone
7.5
Twilio Programmable Voice
Interactive voice response
NICE inContact CXone
8.0
Twilio Programmable Voice
REST APIs
NICE inContact CXone
7.8
Twilio Programmable Voice
Call scripts
NICE inContact CXone
8.0
Twilio Programmable Voice
Call tracking
NICE inContact CXone
8.3
Twilio Programmable Voice
Multichannel integration
NICE inContact CXone
7.9
Twilio Programmable Voice
CRM software integration
NICE inContact CXone
7.9
Twilio Programmable Voice

Workforce Optimization (WFO)

NICE inContact CXone
8.3
Twilio Programmable Voice
Inbound call routing
NICE inContact CXone
8.5
Twilio Programmable Voice
Omnichannel inbound routing
NICE inContact CXone
8.3
Twilio Programmable Voice
Recording
NICE inContact CXone
8.5
Twilio Programmable Voice
Quality management
NICE inContact CXone
8.5
Twilio Programmable Voice
Call analytics
NICE inContact CXone
8.4
Twilio Programmable Voice
Historical reporting
NICE inContact CXone
8.3
Twilio Programmable Voice
Live reporting
NICE inContact CXone
8.4
Twilio Programmable Voice
Customer surveys
NICE inContact CXone
7.9
Twilio Programmable Voice
Customer interaction analytics
NICE inContact CXone
8.0
Twilio Programmable Voice

Pros

NICE inContact CXone

  • Reporting has been easy and so far appears accurate. The reports also offer really nice graphical interfaces to make it easy to digest.
  • The QA portions ability to hear tone in the call and give you a visual smiley face when someone sounds happy is a neat feature.
  • The dashboards are really informational and easy to configure. When we are back in the office they will make nice wall boards for the team to see as well.
Richard Rowland | 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

  • Call Center Live Skill Management: Sometimes when some of our call skills gets backed up with calls holding, it isn't easy to re-skill agents as needed as you cannot mass skill.
  • Dashboard reporting: It would be great to be able to pull some recollection to what the dashboards are displaying throughout the day. Not indispensable but sometimes, executives like getting some detailed live information
  • Reporting: Understandable is that reporting doesn't generate until -I think it is now 4hrs - after some time. If this time could be reduced to get some live stats, would be great to have
EDDER OROZCO | 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 8.6
Based on 14 answers
The general need we have is being satisfied by the product. The effort to build new solutions was larger than desired.
Onavie Boyce | TrustRadius Reviewer

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.5
Based on 268 answers
Usability is top notch! I couldn't ask for an easier platform to use and customize for our company. At the end of the day, it is one of the - if not THE best I've ever used as far as speed, and utilization. A well played investment for any company looking to further their production on a global scale.
Jordan Fiander | TrustRadius Reviewer

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Support Rating

NICE inContact CXone

NICE inContact CXone 7.5
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

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

In-Person Training

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 answers
Nice trainer from NIC
Somveer Singh | TrustRadius Reviewer

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Online Training

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Twilio Programmable Voice

No score
No answers yet
No answers on this topic

Implementation Rating

NICE inContact CXone

NICE inContact CXone 8.2
Based on 7 answers
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

While custom reports update a much faster rate than inContact, the scope of pre-built reports is much larger in PureConnect and it is much easier to schedule reports and deliver them via email attachment. PureConnect has issues with scheduled reports, sometimes they run later than expected for not at all. Reports are run and exported in exponentially quicker times in inContact.
Kevin Lintner | 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

  • Dialer increased speed to lead and number of outbound dials per agent.
  • IVR allowed for agentless interactions with positive client outcome.
  • Available APIs allowed to integrate with company wide BI tool so call center data can easily be seen by leadership.
Marvin Leininger | 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

Screenshots

Twilio Programmable Voice

Pricing Details

NICE inContact CXone

General

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

NICE inContact CXone Editions & Modules

Additional Pricing Details

Twilio Programmable Voice

General

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

Twilio Programmable Voice Editions & Modules

Edition
Local Calls$0.0131
Toll-Free Calls$0.0131
Browser / App Calls$0.0401
  1. Per Minute
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.3
Twilio Programmable Voice
8.7

Likelihood to Renew

NICE inContact CXone
8.6
Twilio Programmable Voice

Usability

NICE inContact CXone
8.5
Twilio Programmable Voice

Reliability and Availability

NICE inContact CXone
7.7
Twilio Programmable Voice

Performance

NICE inContact CXone
9.0
Twilio Programmable Voice

Support Rating

NICE inContact CXone
7.5
Twilio Programmable Voice
7.5

In-Person Training

NICE inContact CXone
9.0
Twilio Programmable Voice

Online Training

NICE inContact CXone
9.0
Twilio Programmable Voice

Implementation Rating

NICE inContact CXone
8.2
Twilio Programmable Voice

Scalability

NICE inContact CXone
7.3
Twilio Programmable Voice

Add comparison