NICE CXone vs MiContact Center Business Comparison

All in one feature rich Contact Center solution that moves traditional capex expenditures into opex that moves with your business.

Nothing to report at this time. Everything is as promised.

I like the ease of use for our front line who uses the product. As a manager I like how easy it is to change skill sets.

Reporting. Although the reports are pretty easy to create, the similarities in data heads is confusing and there is no way to determine if you're using the correct data. There has also been a few outages since we've purchased InContact. Our prior vendor which we had for 3 years did not have one outage.

Dawn, thank you for your review. It's important to us that we are providing what our customers need. We will pass on your comments to the appropriate teams.

outstanding employees and product offerings

No cons were added to this review

This software provides everything you need. Full reporting and optimization.

There is not a lot of documentation or training available.

Garrett, we are happy to hear that the software is helping you successfully manage your call center. Thank you!

I like the way it can be used in office as well as off location connected to your cell phone with no difference in functionality.

I would like if there were less "pop up" menus and put more controls on the screen

The CXone platform provides us with everything we need to manage our Patient Support Center

If there was one improvement I would suggest, it would be with their Real Time Dashboards.

Thanks for a great review, Joe!

Call center management software makes it easy to track what's going on with our agents

Customer service can sometimes be tough to deal with.

Thanks for your thoughts, Alaina!

Minimal downtime is a key factor for a call center environment and inContact offers that.

Customizing reports is a bit awkward and could be refined.

Thank you, Dwight! We'll pass on your comments about reporting to the appropriate teams.

Ease of use, fully customization, amount of useful reporting features, tons of support content and training available

have not ran into cons as of yet, very easy to use and has so many features available

Thanks for your feedback, Jessica!

The software, compared to legacy premise-based call center solutions, is considerably easier to configure and implement. Time to bring on new IVR and ACD solutions is a fraction of the time to do so in the traditional environment. Integration with CRM solutions for screen pop, IVR customer lookup, dialer list management, and other services can be easily configured and implemented in days vs. months. The software enables multiple media types (voice, chat, email, SMS, etc.) to be managed under a single platform and seamlessly routed to agents. Getting implementation staff proficient with the tool is another plus.

Functionality of some services is not as deep as a point solution (i.e. compared to a full function chat or email management service) but is more tightly integrated for multi-channel routing.

Very easy to use and administer. Robust suite and cloud based which makes it even easier to use and maintain

When there is an outage it can be very difficult as the whole system typically fails at the same time. This has been very rare fortunately.

Hi there Mike, Thank you for your 5 out of 5 stars and your detailed comments. It really helps others to hear about your experience with CXone.

Easy Transition to the product. Tons of great granularity into what you want in your call center

Learning Curve, but gets better the deeper you dig.

Thank you Michael!

The implementation process was simple. Their data collection workbook is designed in a way the data requirements is mapped in a way that avoid the most common issues in implementations. Of course, there are always hiccups, but the Team was always ready to assist. We are a SMB and the executives assigned to us were actually from AnswerX, which was previously acquired by InContact. That required an additional cost, but offered closer guidance.

Modifying scripts and workflows in the IVR is doable, but most of the times they expect you to request assistance and get the Executive working on it. Other IVRs make it more intuitive and visually appaeling for the clients to manage themselves.

Thank you so much for the review and productive feedback! We are glad we were able to help you improve upon reporting but are always looking to do better. We will pass along your commentary regarding the IVRs to our team.

Consolidated media - contact center uses one single software for email, chat, voicemail, live calls, work tasks, and more.

The MAX UI uses "hover to expand" gestures that are sometimes difficult to use.

Glad to hear you like the reporting features, Shawn. We'll share your feedback on MAX UI with our team.

Reasonably nice and well intention middle management.

don't seem to have much acumen in call centers regarding the product, product failures, business drivers and impacts. Near constant issues - daily/weekly - total shut down, data integrity issues, carrier issues - too many to list. Serious impact to my business growth as we are spending 80% of our time managing these issues. My team's morale has plunged. They are our 3rd VOIP ACD provider all of...

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Easy to deploy, easy to administer. This is the perfect application for a mid to small contact center.

The ease of use also can mean loss of granularity of control in certain spaces. However the ease of use offsets these concerns.

Thank you for your excellent review. We are glad you find CXone easy to use for your contact center.

Reliability and user friendliness

No cons were added to this review

For the most part, it was easy to use and pretty clear when calls came in, and how to answer them.

Sometimes it would show "Call refused" when no alert came through, which was frustrating for someone in a call center.

They made it fairly easy to fully customize the IVR and you can have quite a few skills associated with your account.

It's not very stable. It seems like there are issues weekly with call quality. Their phone agent tends to be buggy and gives our users a lot of trouble.

The easiness of how to use the system and it has all of the desired features needed in our call center.

At this time, I do not have any Cons with the software.

Thank you, Keith!

For the most part, the software is intuitive and easy to use. Integration into our call center was quick and painless.

The UI occasionally feels clumsy, and navigating through the different reporting features can be confusing.

Thank you, Dustin. We'll share your comments with our product teams.

Very customizable. Agent friendly UI. Powerful and automated reporting.

Detailed configuration of the IVR could not be done in the cloud, it required a local Windows client.

This CCaaS solution is as easy to use as it gets to create seamless, end to end omni-channel customer experiences. You get one record for all customer interactions which makes reporting easy. Can eliminate all complex integrations across platforms and have all capabilities in one place. No need to ever worry about an upgrade again!

The call routing programming can be made easier and not a punch out to another local piece of software.

The ease of tracking live calls and operational tracking

There is nothing negative to say about this app as the features are great.

I like that I can use the stuido for the most part to better my call center with out a lot of extra work.

I think I don't know all the features that come with incontact, can you drag email into the group, how does call back work.

David, thanks for your comments. We strongly suggest reaching out to your technical account manager for help and to understand all of the capabilities of the product. It will certainly help.