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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
62 Ratings
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Score 6.9 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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

Outbound dialing is where it excels. It's especially good with larger teams of reps. Organizing through campaigns and seek lists is very powerful once you understand how to use it. There is definitely a learning curve with seek lists (I've spent tons of time on the phone with their support staff) but once you understand it the possibilities are endless. You can sort which leads show up by a variety of filters. Even with a list of 10,000+ leads and 5 reps calling on it, you can ensure no leads show up in two reps lists, the reps are calling specific territories, and even skipping leads that are likely on their lunch break! One my of favorite tricks with seek lists and only calling people with titles like Director/VP/C-Level before 8:30am or after 5pm their time, when those people are more willing to pick up the phone. They also appreciate a sales rep who is putting in the extra time to call during those blocks.
Ryan McCarty | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Agent dashboard
NICE inContact CXone
8.2
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Validate callers
NICE inContact CXone
8.3
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Outbound response
NICE inContact CXone
7.1
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Call forwarding
NICE inContact CXone
8.1
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Click-to-call (CTC)
NICE inContact CXone
7.1
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Warm transfer
NICE inContact CXone
8.2
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Predictive dialing
NICE inContact CXone
8.0
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Interactive voice response
NICE inContact CXone
8.4
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
REST APIs
NICE inContact CXone
8.5
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Call scripts
NICE inContact CXone
8.5
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Call tracking
NICE inContact CXone
8.6
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Multichannel integration
NICE inContact CXone
8.4
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
CRM software integration
NICE inContact CXone
8.6
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

Workforce Optimization (WFO)

NICE inContact CXone
8.4
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Inbound call routing
NICE inContact CXone
9.0
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Omnichannel inbound routing
NICE inContact CXone
8.6
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Recording
NICE inContact CXone
8.4
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Quality management
NICE inContact CXone
8.2
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Call analytics
NICE inContact CXone
8.3
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Historical reporting
NICE inContact CXone
8.1
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Live reporting
NICE inContact CXone
7.6
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Customer surveys
NICE inContact CXone
8.7
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
Customer interaction analytics
NICE inContact CXone
8.5
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

Preview Dialer

NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.3
Contact preview
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.2
Dialer-CRM integration
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.4
Call notes & tags
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.2
Automatic call logging
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.3

Core Dialer

NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.3
Outbound dialing
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.5
Inbound routing
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.4
Custom caller ID
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.5
Click-to-call
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.5
Recorded voicemail drop
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
7.9
Dialer contact import
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.3
Campaign & list management
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.2

Call Follow-up and Quality Assurance

NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
7.8
Follow-up calls
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.3
Dialer reporting & analytics
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
7.2
Dialer compliance
NICE inContact CXone
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.0

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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

  • Organizes your leads based on the parameters you set so you call the hottest leads first.
  • Connects with your phone so you can dial from your computer without having to enter the numbers every time.
  • It also allows you to record the notes from the call right there and they get added to the completed task in Salesforce.
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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

  • No call parking features for inbound calls, if on a call through the dialer, one cannot place that call on hold to take the second call.
  • All notes are lost when another inbound call comes in, whether or not you accept that call.
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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

PowerDialer for Salesforce, from XANT (formerly InsideSales.com) 8.2
Based on 5 answers
I like that it is simple, functional and I can rely on it to help me get my work done everyday. My job became much harder without InsideSales.com. The new CRM I am using has confusing features and too much going on sometimes. There are so many fields and functions that I find unnecessary--what sucks is when I look at my screen at all these empty fields, it makes me feel incomplete. With InsideSales.com, I knew what to put in every box and why it would be important. I could put it in once and whether it was my manager, case admin or data analyst or me, we all knew where to find it. With our new system, I find myself having to do more input and data entry for other people to benefit--no longer a "one shot, one kill" deal.
Jonathan Ison | 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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

No score
No answers yet
No answers on this topic

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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

I am actually not on the decision making side, but we used PowerDialer because of the easy to use integration with our CRM with Salesforce. Having these two tools in tandem was a great platform for us to do prospecting.
Anonymous | 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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

  • Improved Connect Rates - Knowing when our team has the highest chance of success has helped us optimize our call blocks, leading to an improved connect rate.
  • Dials - With dialer lists and click to call functionality, we are able to make more dials to the right people.
  • Rep achievement - Though harder to quantify, the gamification has focused the team around the right KPIs.
Mike Stevenson | 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

PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.2

Likelihood to Renew

NICE inContact CXone
9.1
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

Usability

NICE inContact CXone
8.4
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)
8.2

Support Rating

NICE inContact CXone
7.5
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

Implementation Rating

NICE inContact CXone
7.0
PowerDialer for Salesforce, from XANT (formerly InsideSales.com)

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