NICE inContact CXone vs When I Work | TrustRadius

What users are saying about

Score 8.3 out of 10

Based on 108 reviews and ratings

Score 8.8 out of 10

Based on 34 reviews and ratings

Feature Rating Comparison

NICE inContact CXone

When I Work

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

When I Work

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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When I Work allowed me to color-code each employee's schedule.
When I Work allowed me to show who was "off" during what time of day. This was essential for morale, as our event included 16-18 hour days, and I wanted to show that everyone had down time each day.

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Verified User

Administrator in Other

Education Management Company, 11-50 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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Customer service only available by chat or email. No phone- which is crazy, in my opinion. Slows down, getting things done.
Understanding their charges is a pain. I still don't know what I am paying for.
If you are being overcharged, they don't care; they keep you on billing for something in a group.

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Verified User

Professional in Other

Health, Wellness and Fitness Company, 11-50 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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When I Work 10.0

Based on 1 answer

It's a powerful tool for employee management and intuitive to use.

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Co-Owner, President, Creative Services

The FramemakersRetail, 1-10 employees

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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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When I Work 9.0

Based on 1 answer

While it's one of the better apps, my only complaint is the icon layout of the dash; mouseover sometimes doesn't work for my system.

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Co-Owner, President, Creative Services

The FramemakersRetail, 1-10 employees

View all 1 answers on this topic

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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When I Work 8.7

Based on 19 answers

Every time I contact When I Work staff with an issue, someone is there with a quick solution to my problem. I love the chat feature. I can continue to work on other things while the When I Work representative assists me.

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Verified User

General Manager in Other

Hospitality Company, 51-200 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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When I Work 8.0

Based on 1 answer

Make certain your team knows how to turn off alerts and utilise the system.

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Co-Owner, President, Creative Services

The FramemakersRetail, 1-10 employees

View all 1 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

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When I Work is the first program like this that I have used. I searched online and reviews were good, the price was good and ultimately we decided to give it a try. Prior to this I was manually scheduling and calculating everything. When I Work is simple to use and a great value for the tools it offers!

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Director

Marion County Public LibraryLibraries, 11-50 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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No missed shifts: shifts that were listed and assigned in When I Work had a 100% attendance rate.
Saves time: rather than trying to track down where someone is or who is working a specific shift I just consult my When I Work scheduler dashboard and can find the answers to scheduling questions without having to go on a wild goose chase.

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Verified User

Account Manager in Customer Service

Higher Education Company, 501-1000 employees

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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

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Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

NICE inContact CXone

When I Work

NICE inContact CXone

When I Work

NICE inContact CXone

When I Work

NICE inContact CXone

When I Work

NICE inContact CXone

When I Work

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