NICE inContact CXone vs Vonage Business Communications | TrustRadius

What users are saying about

Score 8.3 out of 10

Based on 108 reviews and ratings

Score 8.6 out of 10

Based on 44 reviews and ratings

Feature Rating Comparison

NICE inContact CXone

Vonage Business Communications

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

Vonage Business Communications

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

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!

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Louena Tauteoli

Customer Care Supervisor

Dental SelectInsurance, 51-200 employees

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Eliminates physical phone consoles that can be pricey and unnecessary for staff.
Has a companion app that allows you to use your personal cell phone to check messages or make calls.
The desktop application is easy to use and has a number of customizable settings so that the app can be minimized but alert you of incoming calls.

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Marketing Operations Manager

SimpleviewInternet, 201-500 employees

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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.

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Verified User

Supervisor in Customer Service

Pharmaceuticals Company, 201-500 employees

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Relies on internet connectivity (no separate trunk like an on-prem system).
Phones can be on the expensive side if you purchase through the Vonage store, especially conference phones. Thankfully Vonage is so flexible and is compatible with phones purchased from other places.

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Verified User

Technician in Information Technology

Education Management Company, 51-200 employees

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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.

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Market Research

TRACFONE WIRELESSTelecommunications, 501-1000 employees

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Vonage Business Communications 10.0

Based on 1 answer

No answer on this topic is available.

Usability

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.

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Verified User

Manager in Customer Service

Real Estate Company, 201-500 employees

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Vonage Business Communications 8.2

Based on 2 answers

I thought it had very practical and useful usability. It has a clean and simple interface with large fonts that make it easy to read. It isn't particularly difficult, although figuring out some operations may be a bit challenging. For the most part though, it isn't very difficult to use

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Legal Assistant

Ladas & Parry LLPLaw Practice, 11-50 employees

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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.

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Data Analyst

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

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Vonage Business Communications 9.0

Based on 10 answers

We hardly have any issues with it to where we need to call them. There was a point where our connections across the board were terrible and it held us up in production quite a bit but since then things have been pretty simple and streamlined.

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Recruitment Consultant

Elev8 Hire SolutionsStaffing & Recruiting, 11-50 employees

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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.

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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

View all 85 answers on this topic

We believe Vonage Business Cloud is best for our organization over the AT&T and the Verizon platforms for several reasons including price, ease of use, connectivity, and other options. Since we have implemented this solution along with newer Polycom phones, we have had very few issues with our phones or our phone platform.

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GSO IT Coordinator

Relief InternationalNon-Profit Organization Management, 1001-5000 employees

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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.

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Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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We were able to remove expensive and out of date phones, and replace them with the user's choice of a new phone or Bluetooth, so we saved money.
There was training time that needed to be committed for a 50+ person office which reduced productivity for a while.

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Verified User

Director in Other

Insurance Company, 51-200 employees

View all 18 answers on this topic

Screenshots

See All (10) NICE inContact CXone Screenshots

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Pricing Details

General

Free Trial

Yes

Free/Freemium Version

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Premium Consulting/Integration Services

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Entry-level set up fee?

No

General

Free Trial

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Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

NICE inContact CXone

Vonage Business Communications

NICE inContact CXone

Vonage Business Communications

NICE inContact CXone

Vonage Business Communications

NICE inContact CXone

Vonage Business Communications

NICE inContact CXone

Vonage Business Communications

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