What users are saying about
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Top Rated
108 Ratings
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34 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100

When I Work

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34 Ratings
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Score 8.8 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

When I Work

When I Work has been extremely helpful in coordinating schedules between 8 different locations. It allows you to see each employee's schedule so you save time by seeing who is actually working and who is off that could potentially fill an opening. The group chat allows us to alert everyone at once when we have specials, encounter an issue with our POS system, etc. This saves an immense amount of time for our upper management and store managers.
Jayelynn Willman | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

When I Work

  • 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.
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

When I Work

  • 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.
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

When I Work

When I Work 10.0
Based on 1 answer
It's a powerful tool for employee management and intuitive to use.
AK Cyrway | TrustRadius Reviewer

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

When I Work

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.
AK Cyrway | 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

When I Work

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.
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

When I Work

When I Work 8.0
Based on 1 answer
Make certain your team knows how to turn off alerts and utilise the system.
AK Cyrway | TrustRadius Reviewer

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

When I Work

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!
Amy Morgeson | 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

When I Work

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

NICE inContact CXone

General

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

When I Work

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
When I Work
8.8

Likelihood to Renew

NICE inContact CXone
9.1
When I Work
10.0

Usability

NICE inContact CXone
8.4
When I Work
9.0

Support Rating

NICE inContact CXone
7.5
When I Work
8.7

Implementation Rating

NICE inContact CXone
7.0
When I Work
8.0

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