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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
53 Ratings
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Score 7.9 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 Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
NICE inContact CXone
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
NICE inContact CXone
8.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
NICE inContact CXone
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
NICE inContact CXone
8.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.8
Click-to-call (CTC)
NICE inContact CXone
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
NICE inContact CXone
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
NICE inContact CXone
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
NICE inContact CXone
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
NICE inContact CXone
8.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
NICE inContact CXone
8.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
NICE inContact CXone
8.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.8
Multichannel integration
NICE inContact CXone
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
NICE inContact CXone
8.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.3

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.6
Inbound call routing
NICE inContact CXone
9.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
NICE inContact CXone
8.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
NICE inContact CXone
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
NICE inContact CXone
8.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
NICE inContact CXone
8.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
NICE inContact CXone
8.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Live reporting
NICE inContact CXone
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.2
Customer surveys
NICE inContact CXone
8.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
NICE inContact CXone
8.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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 Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
Anonymous | 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 Contact Center for Salesforce (formerly NewVoiceMedia)

  • 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

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 Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

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 Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

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 Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 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

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 Contact Center for Salesforce (formerly NewVoiceMedia)

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 Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | 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 Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

Screenshots

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Pricing Details

NICE inContact CXone

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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 Contact Center for Salesforce (formerly NewVoiceMedia)
9.5

Likelihood to Renew

NICE inContact CXone
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Usability

NICE inContact CXone
8.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

NICE inContact CXone
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Implementation Rating

NICE inContact CXone
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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