NICE inContact CXone vs Twilio Programmable Voice | TrustRadius

What users are saying about

Score 8.3 out of 10

Based on 341 reviews and ratings

Score 8.1 out of 10

Based on 12 reviews and ratings

Feature Rating Comparison

NICE inContact CXone

Twilio Programmable Voice

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE inContact CXone

Twilio Programmable Voice

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Richard Rowland

Technical Support Supervisor

SnapAVConsumer Electronics, 1001-5000 employees

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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

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Verified User

Engineer in Engineering

Computer Software Company, 201-500 employees

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Cons

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

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Business Data Reporting Manager

Hancock Claims ConsultantsInsurance, 201-500 employees

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

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Verified User

Employee in Other

Computer Software Company, 11-50 employees

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Likelihood to Renew

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.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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No score

No answers yet

No answers on this topic

Usability

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.

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Technical Support Engineer

AscensusTelecommunications, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Support Rating

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.

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Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

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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.

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Verified User

Engineer in Information Technology

Computer Software Company, 5001-10,000 employees

View all 2 answers on this topic

In-Person Training

NICE inContact CXone 9.0

Based on 2 answers

Nice trainer from NIC

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Sr Manager WFM

Beachbody LLCHealth, Wellness and Fitness, 1001-5000 employees

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No score

No answers yet

No answers on this topic

Online Training

NICE inContact CXone 9.0

Based on 2 answers

good stuff available online help section

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Sr Manager WFM

Beachbody LLCHealth, Wellness and Fitness, 1001-5000 employees

View all 2 answers on this topic

No score

No answers yet

No answers on this topic

Implementation Rating

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.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

View all 282 answers on this topic

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.

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Verified User

Manager in Information Technology

Computer Software Company, 51-200 employees

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Return on Investment

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.

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Marvin Leininger

Sr Project Manager

Morgan & MorganLegal Services, 1001-5000 employees

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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.

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Verified User

Engineer in Engineering

Computer Software Company, 201-500 employees

View all 4 answers on this topic

Screenshots

See All (10) NICE inContact CXone Screenshots

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

NICE inContact CXone Editions & Modules

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Additional Pricing Details

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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

Per Minute

Additional Pricing Details

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Rating Summary

NICE inContact CXone

Twilio Programmable Voice

NICE inContact CXone

Twilio Programmable Voice

NICE inContact CXone

Twilio Programmable Voice

NICE inContact CXone

Twilio Programmable Voice

NICE inContact CXone

Twilio Programmable Voice

NICE inContact CXone

Twilio Programmable Voice

NICE inContact CXone

Twilio Programmable Voice

NICE inContact CXone

Twilio Programmable Voice

NICE inContact CXone

Twilio Programmable Voice

NICE inContact CXone

Twilio Programmable Voice

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