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Top Rated
751 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
751 Ratings
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Score 8.4 out of 100
32 Ratings
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Score 8.1 out of 100

Feature Set Ratings

    Contact Center Software

    8.3

    NICE CXone (formerly NICE inContact)

    83%

    Verint Workforce Engagement (discontinued)

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features

    Agent dashboard

    8.4
    84%
    507 Ratings
    N/A
    0 Ratings

    Validate callers

    8.5
    85%
    432 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    448 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.5
    85%
    405 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.7
    87%
    367 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.7
    87%
    480 Ratings
    N/A
    0 Ratings

    Predictive dialing

    7.8
    78%
    294 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.2
    82%
    338 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    270 Ratings
    N/A
    0 Ratings

    Call scripts

    8.1
    81%
    285 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    460 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    325 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.2
    82%
    329 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    NICE CXone (formerly NICE inContact)

    85%

    Verint Workforce Engagement (discontinued)

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features

    Inbound call routing

    8.5
    85%
    465 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.4
    84%
    336 Ratings
    N/A
    0 Ratings

    Recording

    8.6
    86%
    448 Ratings
    N/A
    0 Ratings

    Quality management

    8.6
    86%
    435 Ratings
    N/A
    0 Ratings

    Call analytics

    8.5
    85%
    441 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.4
    84%
    433 Ratings
    N/A
    0 Ratings

    Live reporting

    8.5
    85%
    418 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.3
    83%
    271 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.3
    83%
    284 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • NICE CXone (formerly NICE inContact) is rated higher in 2 areas: Usability, Implementation Rating
    • Verint Workforce Engagement (discontinued) is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

    Likelihood to Recommend

    8.4

    NICE CXone (formerly NICE inContact)

    84%
    543 Ratings
    8.5

    Verint Workforce Engagement (discontinued)

    85%
    11 Ratings

    Likelihood to Renew

    6.9

    NICE CXone (formerly NICE inContact)

    69%
    21 Ratings
    7.2

    Verint Workforce Engagement (discontinued)

    72%
    8 Ratings

    Usability

    8.6

    NICE CXone (formerly NICE inContact)

    86%
    529 Ratings
    8.0

    Verint Workforce Engagement (discontinued)

    80%
    1 Rating

    Availability

    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings

    Verint Workforce Engagement (discontinued)

    N/A
    0 Ratings

    Performance

    8.2

    NICE CXone (formerly NICE inContact)

    82%
    7 Ratings

    Verint Workforce Engagement (discontinued)

    N/A
    0 Ratings

    Support Rating

    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings
    9.0

    Verint Workforce Engagement (discontinued)

    90%
    2 Ratings

    In-Person Training

    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings

    Verint Workforce Engagement (discontinued)

    N/A
    0 Ratings

    Online Training

    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings

    Verint Workforce Engagement (discontinued)

    N/A
    0 Ratings

    Implementation Rating

    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings
    8.0

    Verint Workforce Engagement (discontinued)

    80%
    2 Ratings

    Product Scalability

    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings

    Verint Workforce Engagement (discontinued)

    N/A
    0 Ratings

    Likelihood to Recommend

    NICE CXone (formerly NICE inContact)

    Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.
    Anonymous | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    On a whole Verint WFO is well suited to our business, it provides exactly what we need for forecasting & scheduling along with an very intuitive holiday booking system, throw in the adherence piece and score cards that are available all in all the system is very robust. It is easy to use once you've received the proper training provided by Verint and they are always on hand to support when issues arise, but in the last 5 years I have had roughly 4 issues and 1 of those was my own mistake and not the system so I think that is a strong point for them.
    Rebecca Hunt | TrustRadius Reviewer

    Pros

    NICE CXone (formerly NICE inContact)

    • Made work from home easy - We just have to login and start calling - No landlines.
    • Easy to extract daily, monthly reports from NICE [CXone] web app.
    • Easy to monitor agents online - who is logged in and who is not.
    • Fast and reliable - Just need internet.
    Charanjeet Singh | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    • Blended forecasting – shift variety.
    • Verint Workforce Optimization has the ability to schedule blended shifts, e.g. agents could theoretically be on chats in the morning, phones for an hour after lunch, then back on chats in the afternoon.
    • Automated task scheduling - educated planning.
    • We'll be able to automate the scheduling of meetings, training, or coaching without impacting service levels. For team leaders, this will alleviate the need to guess the most appropriate timings.
    • Scorecard reporting –Visibility over performance.
    • Scorecards are a ‘one-stop-shop’ to view individual performance. They allow for performance-based data capture and reporting, giving greater transparency and access to data on performance at an agent level.
    Gilbert Chinapen | TrustRadius Reviewer

    Cons

    NICE CXone (formerly NICE inContact)

    • Occasionally the server will disconnect and we lose phone functionality.
    • Calls get "stuck" in the queue when they don't exist.
    • Can't remove commitments very easily when they are made.
    • Kicks you out after 2 hours. Making it annoying how you have to log back in.
    Anonymous | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    • I think the system needs better documentation, hard to find all the features and where to configure things
    • I think the system should come with all the plugs in upgrades they change you extra for, a little to much nickel and dimeing on getting all the needed features
    • Email notifications for out of adherence were sometimes inconsistent, and this was not fixed with all the different upgrades and patches on WFM version 10.1
    Andrew Makula | TrustRadius Reviewer

    Pricing Details

    NICE CXone (formerly NICE inContact)

    General

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

    Starting Price

    Verint Workforce Engagement (discontinued)

    General

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

    Starting Price

    Likelihood to Renew

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.9
    Based on 21 answers
    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.
    Vinicius Leite | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    Verint Workforce Engagement (discontinued) 7.2
    Based on 8 answers
    Honestly, from what I hear from other industry experts, other WFO systems have the same support issues we have with Verint. We know the product and the system is maturing and becoming more stable. The business has no issue with the Verint product and is seeking to grow not only what we have in place today, but are very interested in other products, such as BackOffice Analytics, that Verint has to offer. I would just love to see a stronger partnership with Avaya.
    Beth Seymour | TrustRadius Reviewer

    Usability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.6
    Based on 529 answers
    If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.
    Anonymous | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    Verint Workforce Engagement (discontinued) 8.0
    Based on 1 answer
    Because its great
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 5.7
    Based on 7 answers
    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
    Anonymous | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    No score
    No answers yet
    No answers on this topic

    Performance

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.2
    Based on 7 answers
    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.
    Anonymous | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    No score
    No answers yet
    No answers on this topic

    Support Rating

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.4
    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.
    Kevin Lintner | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    Verint Workforce Engagement (discontinued) 9.0
    Based on 2 answers
    Because its excellent tool
    Anonymous | TrustRadius Reviewer

    In-Person Training

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.1
    Based on 4 answers
    It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
    Anonymous | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    No score
    No answers yet
    No answers on this topic

    Online Training

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.9
    Based on 5 answers
    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.
    Dailson Laurentino | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.1
    Based on 9 answers
    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.
    Dailson Laurentino | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    Verint Workforce Engagement (discontinued) 8.0
    Based on 2 answers
    I do not have any key insights regarding implementation of Verint
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    NICE CXone (formerly NICE inContact)

    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

    Verint Workforce Engagement (discontinued)

    Nice - a little more costly than Verint.Qfiniti - no comparison - Verint is so much more!!Automony AspectWe selected Verint because of the options that were well suited for our organization. There are several providers that do not compare against these top providers so remember...you get what you pay for. You have to think of it in terms of the value in addition to the "need at hand" that this system can bring to you.
    Joyce Schofield | TrustRadius Reviewer

    Scalability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.5
    Based on 7 answers
    As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.
    Vinicius Leite | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    NICE CXone (formerly NICE inContact)

    • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
    • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
    • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.
    Gordon Ng | TrustRadius Reviewer

    Verint Workforce Engagement (discontinued)

    • The system require constant manual oversight to keep it running. The Monitoring tool provided is very unstable and cannot be relied upon.
    • User Administration is cumbersome and time-consuming. There is a lot of redundant effort required to set up new users.
    • The integration between WFM and the Recording platform is shaky, and will often stop syncing for now apparent reason.
    Anonymous | TrustRadius Reviewer

    Screenshots

    Verint Workforce Engagement (discontinued)

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