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Top Rated
751 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
751 Ratings
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Score 8.4 out of 100
70 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Contact Center Software

    8.3

    NICE CXone (formerly NICE inContact)

    83%

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features

    Agent dashboard

    8.4
    84%
    507 Ratings
    N/A
    0 Ratings

    Validate callers

    8.5
    85%
    432 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    448 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.5
    85%
    405 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.7
    87%
    367 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.7
    87%
    480 Ratings
    N/A
    0 Ratings

    Predictive dialing

    7.8
    78%
    294 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.2
    82%
    338 Ratings
    N/A
    0 Ratings

    REST APIs

    8.0
    80%
    270 Ratings
    N/A
    0 Ratings

    Call scripts

    8.1
    81%
    285 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    460 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.2
    82%
    325 Ratings
    N/A
    0 Ratings

    CRM software integration

    8.2
    82%
    329 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.5

    NICE CXone (formerly NICE inContact)

    85%

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    Feature Set Not Supported
    N/A
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features

    Inbound call routing

    8.5
    85%
    465 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.4
    84%
    336 Ratings
    N/A
    0 Ratings

    Recording

    8.6
    86%
    448 Ratings
    N/A
    0 Ratings

    Quality management

    8.6
    86%
    435 Ratings
    N/A
    0 Ratings

    Call analytics

    8.5
    85%
    441 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.4
    84%
    433 Ratings
    N/A
    0 Ratings

    Live reporting

    8.5
    85%
    418 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.3
    83%
    271 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.3
    83%
    284 Ratings
    N/A
    0 Ratings

    Preview Dialer

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    7.3

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    73%
    InsideSales.com / XANT PowerDialer for Salesforce (discontinued) ranks higher in 4/4 features

    Contact preview

    N/A
    0 Ratings
    8.0
    80%
    12 Ratings

    Dialer-CRM integration

    N/A
    0 Ratings
    8.0
    80%
    14 Ratings

    Call notes & tags

    N/A
    0 Ratings
    7.0
    70%
    14 Ratings

    Automatic call logging

    N/A
    0 Ratings
    6.0
    60%
    14 Ratings

    Core Dialer

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    7.0

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    70%
    InsideSales.com / XANT PowerDialer for Salesforce (discontinued) ranks higher in 7/7 features

    Outbound dialing

    N/A
    0 Ratings
    8.0
    80%
    14 Ratings

    Inbound routing

    N/A
    0 Ratings
    7.0
    70%
    11 Ratings

    Custom caller ID

    N/A
    0 Ratings
    7.0
    70%
    12 Ratings

    Click-to-call

    N/A
    0 Ratings
    7.0
    70%
    13 Ratings

    Recorded voicemail drop

    N/A
    0 Ratings
    6.0
    60%
    8 Ratings

    Dialer contact import

    N/A
    0 Ratings
    7.0
    70%
    11 Ratings

    Campaign & list management

    N/A
    0 Ratings
    7.0
    70%
    9 Ratings

    Call Follow-up and Quality Assurance

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    6.7

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    67%
    InsideSales.com / XANT PowerDialer for Salesforce (discontinued) ranks higher in 3/3 features

    Follow-up calls

    N/A
    0 Ratings
    7.0
    70%
    10 Ratings

    Dialer reporting & analytics

    N/A
    0 Ratings
    6.0
    60%
    10 Ratings

    Dialer compliance

    N/A
    0 Ratings
    7.0
    70%
    10 Ratings

    Attribute Ratings

    • NICE CXone (formerly NICE inContact) is rated higher in 2 areas: Likelihood to Recommend, Usability
    • InsideSales.com / XANT PowerDialer for Salesforce (discontinued) is rated higher in 1 area: Support Rating

    Likelihood to Recommend

    8.4

    NICE CXone (formerly NICE inContact)

    84%
    543 Ratings
    8.0

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    80%
    32 Ratings

    Likelihood to Renew

    6.9

    NICE CXone (formerly NICE inContact)

    69%
    21 Ratings

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    N/A
    0 Ratings

    Usability

    8.6

    NICE CXone (formerly NICE inContact)

    86%
    529 Ratings
    8.0

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    80%
    6 Ratings

    Availability

    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    N/A
    0 Ratings

    Performance

    8.2

    NICE CXone (formerly NICE inContact)

    82%
    7 Ratings

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    N/A
    0 Ratings

    Support Rating

    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings
    8.0

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    80%
    1 Rating

    In-Person Training

    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    N/A
    0 Ratings

    Online Training

    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    N/A
    0 Ratings

    Implementation Rating

    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    N/A
    0 Ratings

    Product Scalability

    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    N/A
    0 Ratings

    Likelihood to Recommend

    NICE CXone (formerly NICE inContact)

    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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    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

    Pros

    NICE CXone (formerly NICE inContact)

    • 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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    • 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 CXone (formerly NICE inContact)

    • 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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    • 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

    Pricing Details

    NICE CXone (formerly NICE inContact)

    General

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

    Starting Price

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    General

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

    Starting Price

    Likelihood to Renew

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.9
    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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    No score
    No answers yet
    No answers on this topic

    Usability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.6
    Based on 529 answers
    If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.
    Anonymous | TrustRadius Reviewer

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued) 8.0
    Based on 6 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

    Reliability and Availability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 5.7
    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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    No score
    No answers yet
    No answers on this topic

    Performance

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.2
    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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    No score
    No answers yet
    No answers on this topic

    Support Rating

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued) 8.0
    Based on 1 answer
    They are providing good support. We can contact any time to raise our query.
    Akhil Jain | TrustRadius Reviewer

    In-Person Training

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    No score
    No answers yet
    No answers on this topic

    Online Training

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    No score
    No answers yet
    No answers on this topic

    Implementation Rating

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    No score
    No answers yet
    No answers on this topic

    Alternatives Considered

    NICE CXone (formerly NICE inContact)

    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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    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

    Scalability

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    No score
    No answers yet
    No answers on this topic

    Return on Investment

    NICE CXone (formerly NICE inContact)

    • 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

    InsideSales.com / XANT PowerDialer for Salesforce (discontinued)

    • 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

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