NICE CXone vs. Velocify by ICE Mortgage Technology

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone
Score 7.9 out of 10
N/A
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month per user
Velocify by ICE Mortgage Technology
Score 6.2 out of 10
N/A
Velocify is a sales acceleration and automation solution acquired by Ellie Mae (now ICE Mortgage Technology) in 2017. The product suite includes Velocify Pulse automation app, Velocify Lead Manager for lead management and distribution, and Velocify Dial-IQ sales dialer. Also , Velocify LoanEngage is a sales referral management app for loan officers.N/A
Pricing
NICE CXoneVelocify by ICE Mortgage Technology
Editions & Modules
Digital Agent
$71
per month per user
Voice Agent
$94
per month per user
Omnichannel Agent
$110
per month per user
Essential Suite
$135
per month per user
Core Suite
$169
per month per user
Complete Suite
$209
per month per user
No answers on this topic
Offerings
Pricing Offerings
NICE CXoneVelocify by ICE Mortgage Technology
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
NICE CXoneVelocify by ICE Mortgage Technology
Top Pros
Top Cons
Features
NICE CXoneVelocify by ICE Mortgage Technology
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone
8.1
547 Ratings
3% below category average
Velocify by ICE Mortgage Technology
-
Ratings
Agent dashboard8.7527 Ratings00 Ratings
Validate callers8.3444 Ratings00 Ratings
Outbound response9.0464 Ratings00 Ratings
Call forwarding7.9420 Ratings00 Ratings
Click-to-call (CTC)8.2382 Ratings00 Ratings
Warm transfer8.5500 Ratings00 Ratings
Predictive dialing8.2302 Ratings00 Ratings
Interactive voice response8.9352 Ratings00 Ratings
REST APIs6.1285 Ratings00 Ratings
Call scripts6.2303 Ratings00 Ratings
Call tracking8.4481 Ratings00 Ratings
Multichannel integration8.3343 Ratings00 Ratings
CRM software integration9.2342 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone
7.9
525 Ratings
5% below category average
Velocify by ICE Mortgage Technology
-
Ratings
Inbound call routing8.0485 Ratings00 Ratings
Omnichannel inbound routing7.8354 Ratings00 Ratings
Recording8.4467 Ratings00 Ratings
Quality management7.5452 Ratings00 Ratings
Call analytics8.3460 Ratings00 Ratings
Historical reporting8.6451 Ratings00 Ratings
Live reporting8.3437 Ratings00 Ratings
Customer surveys5.9281 Ratings00 Ratings
Customer interaction analytics8.2299 Ratings00 Ratings
Best Alternatives
NICE CXoneVelocify by ICE Mortgage Technology
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Lead411
Lead411
Score 9.1 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Lead411
Lead411
Score 9.1 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Alyce by Sendoso
Alyce by Sendoso
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXoneVelocify by ICE Mortgage Technology
Likelihood to Recommend
8.4
(578 ratings)
10.0
(11 ratings)
Likelihood to Renew
9.2
(24 ratings)
5.1
(5 ratings)
Usability
8.4
(552 ratings)
10.0
(1 ratings)
Availability
3.7
(7 ratings)
10.0
(1 ratings)
Performance
9.2
(7 ratings)
10.0
(1 ratings)
Support Rating
8.0
(5 ratings)
10.0
(4 ratings)
In-Person Training
3.1
(4 ratings)
8.0
(1 ratings)
Online Training
7.0
(5 ratings)
-
(0 ratings)
Implementation Rating
8.0
(8 ratings)
8.0
(1 ratings)
Configurability
7.0
(4 ratings)
10.0
(1 ratings)
Ease of integration
7.0
(4 ratings)
-
(0 ratings)
Product Scalability
6.7
(7 ratings)
10.0
(1 ratings)
Vendor post-sale
4.4
(5 ratings)
-
(0 ratings)
Vendor pre-sale
4.4
(5 ratings)
10.0
(1 ratings)
User Testimonials
NICE CXoneVelocify by ICE Mortgage Technology
Likelihood to Recommend
NICE Systems
NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
Small businesses who do not need complex reporting and analytics would fit well into the Velocify model. There needs to be specific segments that appeal to this type of CRM, and the best feature is within an added layer--dialer. The ability to turn things around and contact your leads immediately was very beneficial to us, and could prove to be a boon for a small to midsize business.
Read full review
Pros
NICE Systems
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
  • The prioritized queue allows for management to set contact standards and hold users accountable. It removes all the guess work out of what lead to call next.
  • The Dial IQ feature is fantastic for powering through calls and maximizing speed to contact.
  • The Shotgun lead distribution puts the lead into the hand of the user that is ready and available to call that lead immediately. No handing off a lead to an originator and hoping they call. This feature allows for the system to notify multiple users simultaneously and first user to press 1 wins the lead. Talk about creating a competitive sales environment!
Read full review
Cons
NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
  • Velocify would be well served to create a more robust email drip campaign platform.
  • Velocify could revamp their dashboards and prioritized views our individuals work out of daily. It's rather overwhelming when working with a lot of leads. Adding interactive graphics - calendars, easy to view alerts, etc would be great. (Big Purple Dot does this well)
Read full review
Likelihood to Renew
NICE Systems
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
I am sure that we as a company are likely to continue using Velocify. I am not involved in the selection process, but I have not heard any negative feedback and switching programs would more than likely be too much work
Read full review
Usability
NICE Systems
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
Users can gain a very good understanding of the system quickly. The administrator can use terms that are familiar to their company when setting the system up. Most new administrators error to the side of complexity when setting up the system. With Velocify less is more.
Read full review
Reliability and Availability
NICE Systems
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
The system is always up!!
Read full review
Performance
NICE Systems
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
If the system is set up correctly it will be a game changer for your organization.
Read full review
Support Rating
NICE Systems
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.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
While I didn't speak with the Support team often, they seemed very accepting and reliable. My favorite was the company emails that we would receive whenever something wasn't working correctly so that we would know that it's being worked on, providing a bit of relief to the other employees that were having trouble.
Read full review
In-Person Training
NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
The in-person training if you will is done via GoToMeeting or some other service. I have been told that the moderator goes way too in-depth and too fast.
Read full review
Online Training
NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
Velocify offers online training via videos and written descriptions of implementation procedures.
Read full review
Implementation Rating
NICE Systems
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
If you plan to have more than 20 users on Velocify you should outsource implementation to someone that knows how the system can best be implemented for your business/process flows. If you have fewer proposed users try to use one of the canned levels.
Read full review
Alternatives Considered
NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
Before we went with Velocify, we had Salesforce and Hobson's EMT Connect. Both of these systems were rather expensive and didn't give us exactly what we needed for lead conversion as well as the customization we desired. However, I feel that some of the reasons we went with Velocify were not exactly truthful as we found out during the implementation process or much later that there were things they said that they could do that once we started getting into the weeds with it they weren't able to execute. From a lead conversion and speed to lead standpoint, this is a good product. From a reporting and lifecycle management standpoint, this is a very poor product compared to the other two
Read full review
Scalability
NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
The system is fully scaleable both vertically and horizontally across the enterprise.
Read full review
Return on Investment
NICE Systems
  • CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization.
  • With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients.
  • The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion.
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
  • Faster lead conversion lead us to higher potential for "first school wins" philosophy.
  • Negative return on time spent maintaining Velocify. Because manual reporting was needed and much had to be done outside of the system, there was a monetary loss of time because of this.
  • Predictability was near impossible for us, and the fact that we had to purchase an email automation system because Velocify did not do anything we needed was a negative ROI for our business.
Read full review
ScreenShots

NICE CXone Screenshots

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives  agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.