What users are saying about
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Top Rated
108 Ratings
2 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
2 Ratings
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Score 8 out of 100

Likelihood to Recommend

NICE inContact CXone

There are things l like about the system, including its full and simple-to-use reporting features, integration with Salesforce, and the ability to take advantage of call routing across different areas of the company. And there are things that I feel need improvements, such as email routing, SMS capability, and supervisor view.
Anonymous | TrustRadius Reviewer

Twilio WebRTC

If you have the budget to support call communication channels as well as a technical team to help you with the implementation of the solution, Twilio WebRTC would be right for you. I would only recommend this solution if you have exhausted all other avenues of communication on your platform (example: chat, asynchronous messenger). The costs of a paid WebRTC solution can go up quite quickly so that needs to be kept in mind, although you will be paying for a quality product from one of the leaders in the industry.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Twilio WebRTC
Agent dashboard
NICE inContact CXone
8.2
Twilio WebRTC
Validate callers
NICE inContact CXone
8.3
Twilio WebRTC
Outbound response
NICE inContact CXone
7.1
Twilio WebRTC
Call forwarding
NICE inContact CXone
8.1
Twilio WebRTC
Click-to-call (CTC)
NICE inContact CXone
7.1
Twilio WebRTC
Warm transfer
NICE inContact CXone
8.2
Twilio WebRTC
Predictive dialing
NICE inContact CXone
8.0
Twilio WebRTC
Interactive voice response
NICE inContact CXone
8.4
Twilio WebRTC
REST APIs
NICE inContact CXone
8.5
Twilio WebRTC
Call scripts
NICE inContact CXone
8.5
Twilio WebRTC
Call tracking
NICE inContact CXone
8.6
Twilio WebRTC
Multichannel integration
NICE inContact CXone
8.4
Twilio WebRTC
CRM software integration
NICE inContact CXone
8.6
Twilio WebRTC

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Twilio WebRTC
Inbound call routing
NICE inContact CXone
9.0
Twilio WebRTC
Omnichannel inbound routing
NICE inContact CXone
8.6
Twilio WebRTC
Recording
NICE inContact CXone
8.4
Twilio WebRTC
Quality management
NICE inContact CXone
8.2
Twilio WebRTC
Call analytics
NICE inContact CXone
8.3
Twilio WebRTC
Historical reporting
NICE inContact CXone
8.1
Twilio WebRTC
Live reporting
NICE inContact CXone
7.6
Twilio WebRTC
Customer surveys
NICE inContact CXone
8.7
Twilio WebRTC
Customer interaction analytics
NICE inContact CXone
8.5
Twilio WebRTC

Pros

NICE inContact CXone

  • Having a Technical Account Manager readily available, who we meet with on a weekly basis and who updates us as she's updated
  • When there is an issue, they are constantly providing updates as the issue is being worked on and this helps their users give better direction as we try to help our members.
  • They have so many wonderful features, there hasn't ever been a request of ours that they cannot fulfill. It's wonderful!
Louena Tauteoli | TrustRadius Reviewer

Twilio WebRTC

  • Twilio's web client gives you everything you need to begin integrating Twilio WebRTC into your platform.
  • It has quite a powerful tech stack where certain features are simply plug and play.
  • The ability to call actual phone numbers and not just app to app phone calls is quite handy.
Anonymous | TrustRadius Reviewer

Cons

NICE inContact CXone

  • Banner displaying the dashboard outside InContact - will show on the person's bottom screen & display number of calls waiting & number of agents available.
  • Bigger screen in Studio when you want to edit "Play properties" the box containing "Sequence" is really small & you cannot see when a message was last updated/added.
  • Ability to delete old users in Central.
  • Ability to save some reports as favourites.
Anonymous | TrustRadius Reviewer

Twilio WebRTC

  • There is some latency when calling international phone numbers.
  • You are charged for both incoming and outgoing calls so your costs can go up quite quickly depending on usage.
  • VoIP laws come into the picture depending on where you are located. You may need to get your IP whitelisted by your provider to allow VoIP calls within your location if this is the case for you. Would be great if Twilio could assist with this aspect.
Anonymous | 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

Twilio WebRTC

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 71 answers
It was very simple to use and training on it was very easy. We have a new system now and, though I do love our new system, I do miss the simplicity of NICE. I loved how easy it was to make reports and find call recording so fast.
Anonymous | TrustRadius Reviewer

Twilio WebRTC

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

Twilio WebRTC

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

Twilio WebRTC

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 WebRTC

Amazon Connect, Plivo, and Tokbox are other services that offer WebRTC solutions. Amazon connect, while a good solution if you're already using AWS for your website, is quite expensive compared to the other two options here. Comparatively, Plivo is slightly cheaper than Twilio WebRTC. It can be a good avenue to pursue assuming their support team is as responsive as Twilio's. Finally, Tokbox is quite a popular WebRTC solution. Their prices are comparable to Twilio's, however, their solutions can get expensive when you look to archive communications.
Anonymous | TrustRadius Reviewer

Return on Investment

NICE inContact CXone

  • 1 minute savings per phone call (in technical support) just from integration with CRM data in Salesforce
  • Our internal service engineers are extremely pleased with the intelligent routing and priority given them, because of the ability to know which phone calls are from our service engineers.
  • We are now able to sell and deliver "premium" level support to customers who want it because we can detect them on the call automatically and prioritize automatically.
Hans Hong | TrustRadius Reviewer

Twilio WebRTC

  • Twilio WebRTC allowed us to move a bulk of our communication to the cloud, giving us a lot of visibility on how we were communicating with our customers.
  • It also gave us analytics on how much time users spent on communicating with each other over calls and helped us build features around it.
  • Twilio became the center of all communication on our platform. From chat messages to phone calls, it powered everything.
Anonymous | 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

Twilio WebRTC

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Twilio WebRTC
8.0

Likelihood to Renew

NICE inContact CXone
9.1
Twilio WebRTC

Usability

NICE inContact CXone
8.4
Twilio WebRTC

Support Rating

NICE inContact CXone
7.5
Twilio WebRTC

Implementation Rating

NICE inContact CXone
7.0
Twilio WebRTC

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