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NICE inContact vs Asterisk Comparison

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Overview

Category Leaders

NICE inContact delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.

Asterisk is an open-source framework that helps to build communication applications and is used by small, midsize and large...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$100/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$595
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

196

177

58

17

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

4.4

(34)

5

4

3

2

1

18

12

3

1

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time.
It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.
Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging.

Pros

Presently, I am including students in the system such that while on campus they can benefit from free phone calls while on campus. Asterisk is really amazing.
Best solution for an in-house PBX should you have the ability to manage and maintain it.
Very reliable and the system can even work as a Windows VM. Since the UI is user friendly and heavily customizable, this is a very good product for small/medium size business.

Cons

Constant email outage notifications for products I dont have, and then when our system DOES fail (inevitably), the e-mail comes 20 minutes after the outage.
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.
But the numbers seemed wrong. So I pull Contact History, and select for abandons to show.

Cons

Need to be careful not to leave it open to fraudulent calls. As a CLI based tool it can be a bit confusing to install from the tgz.
It's difficult to set up, and some of the menu choices are very esoteric.
When I implementing my system.I could study several implementations and references. But there are no complete updated guide books,videos,references.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features108
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Authentication
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Communication Management
  • Computer Telephony Integration
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Database Support
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Directory
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Queue Management
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting/Analytics
  • Request Assignment
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • Virtual Call Center
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Total features31
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Authentication
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Communication Management
  • Computer Telephony Integration
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Database Support
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Directory
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Queue Management
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting/Analytics
  • Request Assignment
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • Virtual Call Center
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

NICE inContact vs. Asterisk

See how NICE inContact and Asterisk stack up against each other by comparing features, pricing, ratings, integrations, security & more.

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10+ YEARS RECOMMENDING SOFTWARE

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