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
62 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 6 out of 100
Based on 62 reviews and ratings
Feature Set Ratings
Contact Center Software
8.3
NICE CXone (formerly NICE inContact)
83%

Vonage Business Communications
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%

Vonage Business Communications
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
Attribute Ratings
- NICE CXone (formerly NICE inContact) is rated higher in 2 areas: Likelihood to Recommend, Usability
- Vonage Business Communications is rated higher in 2 areas: Likelihood to Renew, Support Rating
Likelihood to Recommend
8.4
NICE CXone (formerly NICE inContact)
84%
543 Ratings

4.6
Vonage Business Communications
46%
22 Ratings
Likelihood to Renew
6.9
NICE CXone (formerly NICE inContact)
69%
21 Ratings

10.0
Vonage Business Communications
100%
1 Rating
Usability
8.6
NICE CXone (formerly NICE inContact)
86%
529 Ratings

7.5
Vonage Business Communications
75%
2 Ratings
Availability
5.7
NICE CXone (formerly NICE inContact)
57%
7 Ratings

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

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

8.5
Vonage Business Communications
85%
20 Ratings
In-Person Training
6.1
NICE CXone (formerly NICE inContact)
61%
4 Ratings

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

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

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

Vonage Business Communications
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 employeesVonage 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.
Systems Analyst and Administrator
Cottage Door PressConsumer Goods, 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
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.
Marketing Operations Manager
SimpleviewInternet, 201-500 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 employeesVonage Business Communications
- They do not take billing support calls. Online chat only. That can be dicey.
- Desktop app can have some hiccups and there are frequent updates. Sometimes it switches from my headset to webcam for no reason I can tell. Miss the call be for I figure it out.
- Text messaging does not handle images. Frustrates my clients when they think they can send me a pic of a signed doc or vin# and I don't get it.
Owner
Schmitz Insurance, LLCInsurance, 1-10 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
—Vonage Business Communications
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
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
Vonage Business Communications
Vonage Business Communications 10.0
Based on 1 answer
No answer on this topic is available.
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 employeesVonage Business Communications
Vonage Business Communications 7.5
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
Legal Assistant
Ladas & Parry LLPLaw Practice, 11-50 employees
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 employeesVonage Business Communications
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 employeesVonage Business Communications
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
Vonage Business Communications
Vonage Business Communications 8.5
Based on 20 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.
Recruitment Consultant
Elev8 Hire SolutionsStaffing & Recruiting, 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 employeesVonage Business Communications
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
Vonage Business Communications
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
Vonage Business Communications
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 employeesVonage 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.
GSO IT Coordinator
Relief InternationalNon-Profit Organization Management, 1001-5000 employees
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
Vonage Business Communications
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
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.

Verified User
Director in Other
Insurance Company, 51-200 employees