NICE CXone vs Vonage Contact Center Comparison

outstanding employees and product offerings

No cons were added to this review

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.

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.

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.

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.

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.

99.99 % uptime guarantee seems to be accurate. The most important part of this software is having it up and running, which the contact center has done.

Occasionally there are tech issues which to not directly affect the uptime, but still make it difficult to ensure the calls are coming through.

Prior to NICE we had no visibility into the productivity of our contact center agents. With the powerful reporting tools in NICE we have better insight.

We integrated NICE with Ring Central allowing us to have one communication platform across the business

The customer service that NICE CXone provides is top tier, as a nonprofit with thin technology resources they have helped to guide us through the implementation of new technology and understand these features.

Setting up the Agent integration between NICE and Salesforce was difficult and could have gone more smoothly. We also had issues with connectivity that took months before identifying the issue to fix.

We use this to record all of our contact center calls. I also use this to run reports and look for trends. The analytics piece can be a helpful tool in identifying these trends.

This system is not user friendly. If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do. Also, the KPIs could be a useful tool but are very confusing. It is also really expensive.

Hello JaLisa, Thank you for your comments. We're glad that the capabilities for real-time analytics and reports have been useful in helping identify trends for your contact center. You may also want to check out a new feature in our Customer Community that lets you submit product ideas that the entire community can vote on. We now have over 1,000 customers involved. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. If you need additional assistance with the registration, please email us at community@niceincontact.com. Again, thank you for providing your feedback. We look forward to innovating together!

It is so easy to set up new users, make adjustments to hours of operations, add users to skills, change proficiency, and access call recordings. The reporting capabilities are endless. The support site is very helpful and provides a resource to find solutions in lieu of calling the support center. When I need to contact the support center, all calls are answered quickly and are almost always resolved during the first call.

The integrated softphone does not have an option to ring through the computer speakers. Unless you have a wireless headset, you cannot hear the phone ringing if you are just a few feet away from your desk.

Thanks for the detailed review, Dana.

Rock solid infrastructure and up-time delivery. Robust feature set with endless customization options. Seamless scalability both up and down in the cloud. Speed of implementation. Community driven learning centers. Overall flexibility of the platform. Full redundancy to ensure no call drops even during outages and upgrades. No in-house experts or external consultants required for administration. Free updates and upgrades. APIs for everything!

Upfront costs for implementation. Not the cheapest solution. No premise offering or solution. Options can be overwhelming.

They have a solution for pretty much have a solution for any task or initiative you have in your contact center. You don't need to purchase every tool; you can purchase only what you need. Their engineers and technical manager are good at what they do and have helped us design solutions for a variety of challenges.

If you are new to cloud technology for contact centers there is a lot to catch up on. You will have to do some studying and training. Most of these tools are easy to use, but in some cases you need time to get used to using the technology. You need to ask a lot of questions and make sure your technical account managers fully understand your business so they can partner with you on designing tools and solutions that work for you.

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.

Ease of use. Ability to train multiple people on different aspects and roles. Easily configured and managed. Constantly being updated and improved. The new supervisor mode was the best improvement yet.

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

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.

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.

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.

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!

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!

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.

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 ability to dial and make calls and the clarity

when you cant get in you have to contact a manager so they can contact customer service

Thank you, Montrai.

Call routing Call quality

Clunky Very difficult to administer.