What users are saying about
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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
22 Ratings
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Score 9.4 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

Velocify by Ellie Mae

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.
Tim Gossett | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Velocify by Ellie Mae

  • 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!
Sara Razmus | 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

Velocify by Ellie Mae

  • 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)
Kristi Brannon | 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

Velocify by Ellie Mae

Velocify by Ellie Mae 5.1
Based on 5 answers
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
Anonymous | TrustRadius Reviewer

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

Velocify by Ellie Mae

Velocify by Ellie Mae 10.0
Based on 1 answer
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.
Jay Dunsing | TrustRadius Reviewer

Reliability and Availability

NICE inContact CXone

No score
No answers yet
No answers on this topic

Velocify by Ellie Mae

Velocify by Ellie Mae 10.0
Based on 1 answer
The system is always up!!
Jay Dunsing | TrustRadius Reviewer

Performance

NICE inContact CXone

No score
No answers yet
No answers on this topic

Velocify by Ellie Mae

Velocify by Ellie Mae 10.0
Based on 1 answer
If the system is set up correctly it will be a game changer for your organization.
Jay Dunsing | TrustRadius Reviewer

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

Velocify by Ellie Mae

Velocify by Ellie Mae 10.0
Based on 4 answers
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.
Anonymous | TrustRadius Reviewer

In-Person Training

NICE inContact CXone

No score
No answers yet
No answers on this topic

Velocify by Ellie Mae

Velocify by Ellie Mae 8.0
Based on 1 answer
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.
Jay Dunsing | TrustRadius Reviewer

Online Training

NICE inContact CXone

No answers on this topic

Velocify by Ellie Mae

Velocify offers online training via videos and written descriptions of implementation procedures.
Jay Dunsing | TrustRadius Reviewer

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

Velocify by Ellie Mae

Velocify by Ellie Mae 8.0
Based on 1 answer
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.
Jay Dunsing | TrustRadius Reviewer

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

Velocify by Ellie Mae

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
Tim Gossett | TrustRadius Reviewer

Scalability

NICE inContact CXone

No score
No answers yet
No answers on this topic

Velocify by Ellie Mae

Velocify by Ellie Mae 10.0
Based on 1 answer
The system is fully scaleable both vertically and horizontally across the enterprise.
Jay Dunsing | 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

Velocify by Ellie Mae

  • 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.
Tim Gossett | 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

Velocify by Ellie Mae

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
Velocify by Ellie Mae
9.8

Likelihood to Renew

NICE inContact CXone
9.1
Velocify by Ellie Mae
5.1

Usability

NICE inContact CXone
8.4
Velocify by Ellie Mae
10.0

Reliability and Availability

NICE inContact CXone
Velocify by Ellie Mae
10.0

Performance

NICE inContact CXone
Velocify by Ellie Mae
10.0

Support Rating

NICE inContact CXone
7.5
Velocify by Ellie Mae
10.0

In-Person Training

NICE inContact CXone
Velocify by Ellie Mae
8.0

Implementation Rating

NICE inContact CXone
7.0
Velocify by Ellie Mae
8.0

Scalability

NICE inContact CXone
Velocify by Ellie Mae
10.0

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