What users are saying about
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Top Rated
107 Ratings
2 Ratings

NICE inContact CXone

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Top Rated
107 Ratings
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Score 8.3 out of 100
2 Ratings
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Score 9.1 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

Versature

Versature is versatile - it will likely perform very well in any office setting. It performs especially well with remote employees. When we had to move our operations to home during the pandemic, everyone was able to smoothly transfer calls to home or cell phones, so we didn't have to transfer equipment from one place to another. When we were in an office setting, however, Versature was also quite the helpful system. I don't see us moving away from Versature in a long time, whether we stay working remotely or we move back into the office.
Julie Demers | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Cloud PBX

NICE inContact CXone
Versature
8.0
User templates
NICE inContact CXone
Versature
8.0
Call reports
NICE inContact CXone
Versature
8.0
Directory of employee names
NICE inContact CXone
Versature
8.0

Call Management

NICE inContact CXone
Versature
9.5
Answering rules
NICE inContact CXone
Versature
10.0
Message alerts
NICE inContact CXone
Versature
9.0

VoIP system collaboration

NICE inContact CXone
Versature
9.0
Audio conferencing
NICE inContact CXone
Versature
9.0

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

Versature

  • Working remotely: switching our operations to home was done easily through Versature's online portals.
  • Voicemail: transcription/voicemails received through email are very helpful.
  • Answering rules: since you can have several answering rules over various timelines, Versature allows you to customize your answering rules properly, which makes better use of your time.
Julie Demers | 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

Versature

  • Voicemail transcription that recognizes French: whenever a voicemail comes in French, the transcription is irrelevant.
  • Better voicemail transcription overall: at times, if the person leaving a message speaks too fast or doesn't speak clearly enough, the transcription isn't helpful.
  • Integration of time frames with answering rules: currently two windows when it could be just one in my opinion.
Julie Demers | 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

Versature

No score
No answers yet
No answers on this topic

Usability

NICE inContact CXone

NICE inContact CXone 8.4
Based on 70 answers
Because of the recent outages and bad user experiences, we have been crippled over the past two months. While we receive notifications and alerts about what is happening; we are not given any optional workarounds to get us working. It's difficult to service our customers if we are not able to connect with them; even for a minute.
SHERYL WALTON | TrustRadius Reviewer

Versature

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

Versature

Versature 10.0
Based on 1 answer
I usually scour the help section/articles on their website if I am unsure of how to proceed with something. However, it has happened once or twice that I haven't found the answer I was looking for, and I therefore hopped on to their live chat. Their agents are always polite, kind, and quick to answer any question. If they don't know the answer, they will find it for you after a short pause. For those who prefer calling in and speaking with someone, you can just dial 611 from any Versature phone to reach an agent
Julie Demers | 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

Versature

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

Versature

No answers on this topic

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

Versature

  • Good cost when we had shopped around.
  • Good value for the price paid.
Julie Demers | 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

Versature

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Versature
9.0

Likelihood to Renew

NICE inContact CXone
9.1
Versature

Usability

NICE inContact CXone
8.4
Versature

Support Rating

NICE inContact CXone
7.5
Versature
10.0

Implementation Rating

NICE inContact CXone
7.0
Versature

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