What users are saying about
NICE CXone (formerly NICE inContact)
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Top Rated
751 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 751 reviews and ratings
1 Rating
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9 out of 100
Based on 1 reviews and ratings
Feature Set Ratings
Contact Center Software
8.3
NICE CXone (formerly NICE inContact)
83%

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

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

8.0
Versature
80%
Versature ranks higher in 3/3 features
Versature ranks higher in 3/3 features
User templates
N/A
0 Ratings

8.0
80%
1 Rating
Call reports
N/A
0 Ratings

8.0
80%
1 Rating
Directory of employee names
N/A
0 Ratings

8.0
80%
1 Rating
Call Management
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A

9.5
Versature
95%
Versature ranks higher in 2/2 features
Versature ranks higher in 2/2 features
Answering rules
N/A
0 Ratings

10.0
100%
1 Rating
Message alerts
N/A
0 Ratings

9.0
90%
1 Rating
VoIP system collaboration
NICE CXone (formerly NICE inContact)
Feature Set Not Supported
N/A

9.0
Versature
90%
Versature ranks higher in 1/1 features
Versature ranks higher in 1/1 features
Audio conferencing
N/A
0 Ratings

9.0
90%
1 Rating
Attribute Ratings
- Versature is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend
8.4
NICE CXone (formerly NICE inContact)
84%
543 Ratings

9.0
Versature
90%
1 Rating
Likelihood to Renew
6.9
NICE CXone (formerly NICE inContact)
69%
21 Ratings

Versature
N/A
0 Ratings
Usability
8.6
NICE CXone (formerly NICE inContact)
86%
529 Ratings

Versature
N/A
0 Ratings
Availability
5.7
NICE CXone (formerly NICE inContact)
57%
7 Ratings

Versature
N/A
0 Ratings
Performance
8.2
NICE CXone (formerly NICE inContact)
82%
7 Ratings

Versature
N/A
0 Ratings
Support Rating
7.4
NICE CXone (formerly NICE inContact)
74%
6 Ratings

10.0
Versature
100%
1 Rating
In-Person Training
6.1
NICE CXone (formerly NICE inContact)
61%
4 Ratings

Versature
N/A
0 Ratings
Online Training
7.9
NICE CXone (formerly NICE inContact)
79%
5 Ratings

Versature
N/A
0 Ratings
Implementation Rating
8.1
NICE CXone (formerly NICE inContact)
81%
9 Ratings

Versature
N/A
0 Ratings
Product Scalability
6.5
NICE CXone (formerly NICE inContact)
65%
7 Ratings

Versature
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.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesVersature
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.
Data Coordinator
Community Information Centre of OttawaInformation Services, 11-50 employees
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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
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.
Data Coordinator
Community Information Centre of OttawaInformation Services, 11-50 employees
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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesVersature
- 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.
Data Coordinator
Community Information Centre of OttawaInformation Services, 11-50 employees
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
—Versature
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
—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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Versature
No score
No answers yet
No answers on this topic
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.

Verified User
Employee in Sales
Telecommunications Company, 201-500 employeesVersature
No score
No answers yet
No answers on this topic
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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesVersature
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesVersature
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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
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
Data Coordinator
Community Information Centre of OttawaInformation Services, 11-50 employees
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesVersature
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Versature
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Versature
No score
No answers yet
No answers on this topic
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesVersature
No answers on this topic
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Versature
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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees
Versature
- Good cost when we had shopped around.
- Good value for the price paid.
Data Coordinator
Community Information Centre of OttawaInformation Services, 11-50 employees