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Top Rated
108 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 8.9 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

Unify Office by RingCentral

If you are looking for a tool for Teams to use where they can keep everything together, then this will work really well. A complete package than tools such as WhatsApp or Skype for Business when it comes to documenting handling and more polished than the likes of Slack or HipChat for the team working and communication element.
John-James Worrall | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Unify Office by RingCentral
Inbound call routing
NICE inContact CXone
9.0
Unify Office by RingCentral
Omnichannel inbound routing
NICE inContact CXone
8.6
Unify Office by RingCentral
Recording
NICE inContact CXone
8.4
Unify Office by RingCentral
Quality management
NICE inContact CXone
8.2
Unify Office by RingCentral
Call analytics
NICE inContact CXone
8.3
Unify Office by RingCentral
Historical reporting
NICE inContact CXone
8.2
Unify Office by RingCentral
Live reporting
NICE inContact CXone
7.6
Unify Office by RingCentral
Customer surveys
NICE inContact CXone
8.7
Unify Office by RingCentral
Customer interaction analytics
NICE inContact CXone
8.5
Unify Office by RingCentral

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

Unify Office by RingCentral

  • The mobile use of the platform is very powerful. To be able to answer a video call on your phone and them simply swipe when you get to your desktop to have a seamless transfer is impressive.
  • The simple interface makes it easy for new users. There is nothing to make them feel overwhelmed.
  • Keeping all the information in the threads of conversations makes it easy to find. There is also a search tool, so as long as you know what you need, you can look accross all your conversation to find the information you are looking for.
John-James Worrall | 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

Unify Office by RingCentral

  • We would like to see the ability to break out to Group video conferencing systems. We understand that this is on its way in a software update in the near future.
John-James Worrall | 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

Unify Office by RingCentral

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

Unify Office by RingCentral

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

Unify Office by RingCentral

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

Unify Office by RingCentral

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

Unify Office by RingCentral

Each of the tools above does something well. We have found that the Unify solution simply does a better job of combining all the features of the other services. \easy to start using, while remaining a powerful tool is a tricky task to pull off, but Unify have done this and they have done it well.
John-James Worrall | 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

Unify Office by RingCentral

  • A shortening of timescales as information is not stuck on an internal server somewhere - we can include it as part of the thread. This also applies to updates and revisions. You automatically know which the latest revision is, as it is the most recent in the timeline.
  • The relative cost of implementation is low and there is a wide range of solutions for phones and clients, from software based solutions running on desktop and smartphone or quality hardware to make your desk phone a powerful tool in itself.
John-James Worrall | TrustRadius Reviewer

Screenshots

Unify Office by RingCentral

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

Unify Office by RingCentral

General

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

Unify Office by RingCentral Editions & Modules

Edition
Standard€16.991
Premium€22.991
Ultimate€33.991
  1. per user per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Unify Office by RingCentral
10.0

Likelihood to Renew

NICE inContact CXone
9.1
Unify Office by RingCentral

Usability

NICE inContact CXone
8.4
Unify Office by RingCentral

Support Rating

NICE inContact CXone
7.5
Unify Office by RingCentral

Implementation Rating

NICE inContact CXone
7.0
Unify Office by RingCentral

Add comparison