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Top Rated
750 Ratings

NICE CXone

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Top Rated
750 Ratings
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Score 8.4 out of 100
55 Ratings
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Score 5.3 out of 100

Feature Set Ratings

  • NICE CXone ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.3

NICE CXone

83%
6.1

Vonage Contact Center for Salesforce

61%
NICE CXone ranks higher in 11/13 features

Agent dashboard

8.4
84%
506 Ratings
3.0
30%
2 Ratings

Validate callers

8.5
85%
431 Ratings
8.2
82%
3 Ratings

Outbound response

8.3
83%
447 Ratings
3.0
30%
2 Ratings

Call forwarding

8.5
85%
404 Ratings
3.6
36%
3 Ratings

Click-to-call (CTC)

8.7
87%
366 Ratings
7.3
73%
4 Ratings

Warm transfer

8.7
87%
479 Ratings
5.4
54%
4 Ratings

Predictive dialing

7.8
78%
293 Ratings
9.0
90%
1 Rating

Interactive voice response

8.2
82%
337 Ratings
5.0
50%
3 Ratings

REST APIs

8.0
80%
269 Ratings
8.0
80%
2 Ratings

Call scripts

8.2
82%
285 Ratings
8.0
80%
1 Rating

Call tracking

8.4
84%
459 Ratings
2.0
20%
3 Ratings

Multichannel integration

8.2
82%
324 Ratings
10.0
100%
1 Rating

CRM software integration

8.2
82%
328 Ratings
7.3
73%
4 Ratings

Workforce Optimization (WFO)

8.5

NICE CXone

85%
6.8

Vonage Contact Center for Salesforce

68%
NICE CXone ranks higher in 6/9 features

Inbound call routing

8.5
85%
464 Ratings
7.3
73%
3 Ratings

Omnichannel inbound routing

8.4
84%
335 Ratings
10.0
100%
2 Ratings

Recording

8.6
86%
447 Ratings
4.5
45%
4 Ratings

Quality management

8.6
86%
434 Ratings
5.4
54%
3 Ratings

Call analytics

8.5
85%
440 Ratings
4.5
45%
3 Ratings

Historical reporting

8.4
84%
432 Ratings
4.5
45%
4 Ratings

Live reporting

8.5
85%
417 Ratings
4.5
45%
4 Ratings

Customer surveys

8.3
83%
271 Ratings
10.0
100%
2 Ratings

Customer interaction analytics

8.3
83%
284 Ratings
10.0
100%
2 Ratings

Attribute Ratings

  • NICE CXone is rated higher in 1 area: Likelihood to Recommend
  • Vonage Contact Center for Salesforce is rated higher in 1 area: Support Rating

Likelihood to Recommend

8.4

NICE CXone

84%
542 Ratings
2.7

Vonage Contact Center for Salesforce

27%
6 Ratings

Likelihood to Renew

6.8

NICE CXone

68%
21 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Usability

8.6

NICE CXone

86%
528 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Availability

5.6

NICE CXone

56%
7 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Performance

8.1

NICE CXone

81%
7 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Support Rating

7.4

NICE CXone

74%
6 Ratings
10.0

Vonage Contact Center for Salesforce

100%
1 Rating

In-Person Training

6.1

NICE CXone

61%
4 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Online Training

7.9

NICE CXone

79%
5 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Implementation Rating

8.1

NICE CXone

81%
9 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Product Scalability

6.5

NICE CXone

65%
7 Ratings

Vonage Contact Center for Salesforce

N/A
0 Ratings

Likelihood to Recommend

NICE CXone

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.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce

If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
Anonymous | TrustRadius Reviewer

Pros

NICE CXone

  • 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.
Charanjeet Singh | TrustRadius Reviewer

Vonage Contact Center for Salesforce

  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
Anonymous | TrustRadius Reviewer

Cons

NICE CXone

  • 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.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan | TrustRadius Reviewer

Pricing Details

NICE CXone

General

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

Starting Price

NICE CXone Editions & Modules

Additional Pricing Details

Vonage Contact Center for Salesforce

General

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

Starting Price

$0 Contact sales team

Vonage Contact Center for Salesforce Editions & Modules

Edition
EssentialsContact sales team1
SelectContact sales team1
ExpressContact sales team1
PremiumContact sales team1
  1. Contact sales team
Additional Pricing Details

Likelihood to Renew

NICE CXone

NICE CXone 6.8
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.
Vinicius Leite | TrustRadius Reviewer

Vonage Contact Center for Salesforce

No score
No answers yet
No answers on this topic

Usability

NICE CXone

NICE CXone 8.6
Based on 528 answers
In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.
Loreto Destura | TrustRadius Reviewer

Vonage Contact Center for Salesforce

No score
No answers yet
No answers on this topic

Reliability and Availability

NICE CXone

NICE CXone 5.6
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
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce

No score
No answers yet
No answers on this topic

Performance

NICE CXone

NICE CXone 8.1
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.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce

No score
No answers yet
No answers on this topic

Support Rating

NICE CXone

NICE CXone 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.
Kevin Lintner | TrustRadius Reviewer

Vonage Contact Center for Salesforce

Vonage Contact Center for Salesforce 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | TrustRadius Reviewer

In-Person Training

NICE CXone

NICE CXone 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.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce

No score
No answers yet
No answers on this topic

Online Training

NICE CXone

NICE CXone 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.
Dailson Laurentino | TrustRadius Reviewer

Vonage Contact Center for Salesforce

No score
No answers yet
No answers on this topic

Implementation Rating

NICE CXone

NICE CXone 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.
Dailson Laurentino | TrustRadius Reviewer

Vonage Contact Center for Salesforce

No score
No answers yet
No answers on this topic

Alternatives Considered

NICE 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 Contact Center for Salesforce

Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce.Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
Simon Whight | TrustRadius Reviewer

Scalability

NICE CXone

NICE CXone 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.
Vinicius Leite | TrustRadius Reviewer

Vonage Contact Center for Salesforce

No score
No answers yet
No answers on this topic

Return on Investment

NICE CXone

  • 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.
Gordon Ng | TrustRadius Reviewer

Vonage Contact Center for Salesforce

  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool
Richard Kersten | TrustRadius Reviewer

Screenshots

Vonage Contact Center for Salesforce

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