NICE inContact CXone vs Versature

Likelihood to Recommend

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.

Read full review

Verified User

Manager in Customer Service

Health, Wellness and Fitness Company, 11-50 employees

View all 84 answers on this topic

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.

Read full review

Julie Demers

Data Coordinator

Community Information Centre of OttawaInformation Services, 11-50 employees

View all 1 answers on this topic

Feature Rating Comparison

NICE inContact CXone

Versature

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE inContact CXone

Versature

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

NICE inContact CXone

Versature

User templates

Call reports

Directory of employee names

NICE inContact CXone

Versature

Answering rules

Message alerts

NICE inContact CXone

Versature

Audio conferencing

Pros

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!

Read full review

Louena Tauteoli

Customer Care Supervisor

Dental SelectInsurance, 51-200 employees

View all 84 answers on this topic

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.

Read full review

Julie Demers

Data Coordinator

Community Information Centre of OttawaInformation Services, 11-50 employees

View all 1 answers on this topic

Cons

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.

Read full review

Verified User

Supervisor in Customer Service

Pharmaceuticals Company, 201-500 employees

View all 84 answers on this topic

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.

Read full review

Julie Demers

Data Coordinator

Community Information Centre of OttawaInformation Services, 11-50 employees

View all 1 answers on this topic

Likelihood to Renew

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.

Read full review

Justin Sarni

Market Research

TRACFONE WIRELESSTelecommunications, 501-1000 employees

View all 9 answers on this topic

No score

No answers yet

No answers on this topic

Usability

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.

Read full review

SHERYL WALTON

Senior Information Technology Manager

ADSKInformation Technology & Services, 10,001+ employees

View all 70 answers on this topic

No score

No answers yet

No answers on this topic

Support Rating

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.

Read full review

Kevin Lintner

Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

View all 3 answers on this topic

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

Read full review

Julie Demers

Data Coordinator

Community Information Centre of OttawaInformation Services, 11-50 employees

View all 1 answers on this topic

Implementation Rating

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.

Read full review

Onavie Boyce

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Alternatives Considered

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.

Read full review

Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

View all 84 answers on this topic

No answers on this topic

Return on Investment

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.

Read full review

Hans Hong

Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

View all 84 answers on this topic

Good cost when we had shopped around.
Good value for the price paid.

Read full review

Julie Demers

Data Coordinator

Community Information Centre of OttawaInformation Services, 11-50 employees

View all 1 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

—

Rating Summary

NICE inContact CXone

Versature

NICE inContact CXone

Versature

NICE inContact CXone

Versature

NICE inContact CXone

Versature

NICE inContact CXone

Versature

Likelihood to Recommend