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Top Rated
108 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
44 Ratings
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Score 8.6 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

Vonage Business Communications

Vonage Business Cloud is well suited if you have small or limited IT staff and/or you have many remote workers and little or no on-prem hardware. I would recommend Vonage to small to medium-sized businesses. It would not be well suited to a large organization where everyone works in the same building and the IT staff has servers and staff to manage a VoIP system.
Brian Duffy | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Vonage Business Communications

  • 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.
Nate Casimiro | 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

Vonage Business Communications

  • 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.
Anonymous | 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

Vonage Business Communications

Vonage Business Communications 10.0
Based on 1 answer
No answer on this topic is available.

Usability

NICE inContact CXone

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.
Anonymous | TrustRadius Reviewer

Vonage Business Communications

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
Parker Green | TrustRadius Reviewer

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

Vonage Business Communications

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.
Andrea Vahoua | 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

Vonage Business Communications

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

Vonage Business Communications

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.
Elvin Thomas | TrustRadius Reviewer

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

Vonage Business Communications

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Vonage Business Communications

Pricing Details

NICE inContact CXone

General

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

Vonage Business Communications

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Vonage Business Communications
9.1

Likelihood to Renew

NICE inContact CXone
9.1
Vonage Business Communications
10.0

Usability

NICE inContact CXone
8.4
Vonage Business Communications
8.2

Support Rating

NICE inContact CXone
7.5
Vonage Business Communications
9.0

Implementation Rating

NICE inContact CXone
7.0
Vonage Business Communications

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