What users are saying about
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Top Rated
108 Ratings
15 Ratings

NICE inContact CXone

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Top Rated
108 Ratings
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Score 8.3 out of 100
15 Ratings
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Score 8.7 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

Zoom Phone

I think Zoom Phone falls a bit short as Call Center software, but overall, its the most reliable and best value of all the phone systems I've tried so far and I've tested, used and researched many. It really is easy to manage, and users have no trouble using it immediately with our G Suite SSO, so provisioning and rollout to new hires go so well. The only time we had trouble with our phones was during a rough week during March 2020 during the COVID panic.
Jonathan Tanis | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Cloud PBX

NICE inContact CXone
Zoom Phone
8.8
Hosted PBX
NICE inContact CXone
Zoom Phone
9.5
Multi-level Interactive Voice Response (IVR)
NICE inContact CXone
Zoom Phone
8.0
User templates
NICE inContact CXone
Zoom Phone
10.0
Call reports
NICE inContact CXone
Zoom Phone
9.5
Directory of employee names
NICE inContact CXone
Zoom Phone
7.0

Call Management

NICE inContact CXone
Zoom Phone
9.6
Answering rules
NICE inContact CXone
Zoom Phone
10.0
Call recording
NICE inContact CXone
Zoom Phone
9.3
Call park
NICE inContact CXone
Zoom Phone
10.0
Call screening
NICE inContact CXone
Zoom Phone
8.5
Message alerts
NICE inContact CXone
Zoom Phone
10.0

VoIP system collaboration

NICE inContact CXone
Zoom Phone
9.1
Video conferencing
NICE inContact CXone
Zoom Phone
9.2
Audio conferencing
NICE inContact CXone
Zoom Phone
9.2
Video screen sharing
NICE inContact CXone
Zoom Phone
8.7
Instant messaging
NICE inContact CXone
Zoom Phone
9.0

Mobile apps

NICE inContact CXone
Zoom Phone
9.7
Mobile app for iOS
NICE inContact CXone
Zoom Phone
9.3
Mobile app for Android
NICE inContact CXone
Zoom Phone
10.0

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

Zoom Phone

  • Easy to use
  • Stylish design
  • High quality audio
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

Zoom Phone

  • I've had some slowdown on calls.
  • Would like caller ID when someone is calling rather than just in my call history.
  • Ability to use the numpad to dial numbers. Have to click the numbers instead of typing them in.
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

Zoom Phone

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

Zoom Phone

Zoom Phone 8.0
Based on 1 answer
Zoom Phone has a very sleek design which makes it very easy to operate and use both in the setting up of and interacting in a meeting space. That being said, certain features can seem a bit crowded while trying to screen share or display video which somewhat defeats the purpose of the application as compared to a standard conference call.
Anonymous | 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

Zoom Phone

Zoom Phone 8.2
Based on 4 answers
Support have been great during the time for implementing Zoom Phones to our team of 50 people. There were times where they kept supporting us through links but more and more we had actual people getting back to us via emails so we are very happy overall. The product is so great, too.
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

Zoom Phone

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

Zoom Phone

RingCentral and Zoom are very similar, and I am a fan of both. We ended up choosing Zoom because of how much we liked them for their Zoom Meetings product we've used for years now. It just always worked compared to WebEx, Gotomeeting, Fuze, Skype, Teams, etc. So reliability was the first choice. Talkdesk was not reliable for us when we used them briefly. We used a couple of other services for on-site PBX, hybrid cloud/hosted PBX, and tried Zendesk Talk. The on-site ones required on-site devices, and we wanted a cloud-based solution to help our remote workers and avoid complexities for IT. Verizon was strongly considered to just get everyone cell phones, but we didn't think our users would like having two cell phones and it didn't feel like a great experience for our office staff. Finally, we wanted Salesforce integration, and we would have had to upgrade our RingCentral service to do it. So I figured I might as well try out Zoom, which had a free trial and month-to-month contract. I haven't looked back since.
Jonathan Tanis | 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

Zoom Phone

  • No need for physical phones. Saving us purchasing multiple sets.
  • Ability to be more flexible with work, whether at the office or from home.
  • Easier to keep track of and review voicemails rather than on a physical phone.
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

Zoom Phone

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
Zoom Phone
9.2

Likelihood to Renew

NICE inContact CXone
9.1
Zoom Phone

Usability

NICE inContact CXone
8.4
Zoom Phone
8.0

Support Rating

NICE inContact CXone
7.5
Zoom Phone
8.2

Implementation Rating

NICE inContact CXone
7.0
Zoom Phone

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