What users are saying about
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Top Rated
108 Ratings
1 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
1 Ratings
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Score 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

Ytel

Ytel is an excellent choice for all of your cold calling needs. It allows incoming and outgoing calls to agents so sales calls are simplified.
Tammy Gutierrez | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE inContact CXone
8.2
Ytel
8.2
Agent dashboard
NICE inContact CXone
8.2
Ytel
9.0
Validate callers
NICE inContact CXone
8.3
Ytel
5.0
Outbound response
NICE inContact CXone
7.1
Ytel
Call forwarding
NICE inContact CXone
8.1
Ytel
Click-to-call (CTC)
NICE inContact CXone
7.1
Ytel
Warm transfer
NICE inContact CXone
8.2
Ytel
7.0
Predictive dialing
NICE inContact CXone
8.0
Ytel
10.0
Interactive voice response
NICE inContact CXone
8.4
Ytel
REST APIs
NICE inContact CXone
8.5
Ytel
Call scripts
NICE inContact CXone
8.5
Ytel
9.0
Call tracking
NICE inContact CXone
8.6
Ytel
9.0
Multichannel integration
NICE inContact CXone
8.4
Ytel
CRM software integration
NICE inContact CXone
8.6
Ytel

Workforce Optimization (WFO)

NICE inContact CXone
8.4
Ytel
9.5
Inbound call routing
NICE inContact CXone
9.0
Ytel
10.0
Omnichannel inbound routing
NICE inContact CXone
8.6
Ytel
Recording
NICE inContact CXone
8.4
Ytel
10.0
Quality management
NICE inContact CXone
8.2
Ytel
9.0
Call analytics
NICE inContact CXone
8.3
Ytel
9.0
Historical reporting
NICE inContact CXone
8.1
Ytel
9.0
Live reporting
NICE inContact CXone
7.6
Ytel
10.0
Customer surveys
NICE inContact CXone
8.7
Ytel
Customer interaction analytics
NICE inContact CXone
8.5
Ytel

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

Ytel

  • Ytel is very user friendly.
  • Ytel keeps track of my employees time and makes sure their time is productive.
  • Ytel has EXCELLENT customer support.
Tammy Gutierrez | 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

Ytel

  • Reporting could be simplified a little more.
  • The chat function between employees needs to be updated.
Tammy Gutierrez | 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

Ytel

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

Ytel

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

Ytel

Ytel 10.0
Based on 1 answer
Support is always available via chat or telephone. Support staff is very knowledgeable and helpful. In the 8 years that we have used Ytel, I have never had a bad support experience. Top-notch customer service!!!
Tammy Gutierrez | 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

Ytel

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

Ytel

We chose Ytel because of the ease of use, affordability and excellent customer support
Tammy Gutierrez | 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

Ytel

  • Forces my employees to be more productive.
  • Data management is simplified.
  • Ytel is very affordable.
Tammy Gutierrez | 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

Ytel

General

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

Rating Summary

Likelihood to Recommend

NICE inContact CXone
8.5
Ytel
8.0

Likelihood to Renew

NICE inContact CXone
9.1
Ytel

Usability

NICE inContact CXone
8.4
Ytel

Support Rating

NICE inContact CXone
7.5
Ytel
10.0

Implementation Rating

NICE inContact CXone
7.0
Ytel

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