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NICE inContact vs Avaya Aura Call Center Elite Comparison

Overview

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

Avaya offers a range of tools to manage multichannel interactions, optimize agent workflows, facilitate collaboration and track performance

  • 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
/
No info available
/
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

184

170

55

17

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
88%
would recommend this app

3.0

(1)

5

4

3

2

1

0

0

1

0

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

Not enoughreviews yet

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

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last reviewN/A

Key features

  • Total features40
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Benchmarking
  • CRM Integration
  • Call Center Management
  • Call List Management
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Campaign Planning
  • Categorization
  • Channel Management
  • Chat
  • Chat Transcript
  • Communication Management
  • Contact History
  • Custom Forms
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Reporting
  • Customizable Templates
  • Distribution Management
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Email Templates
  • Employee Management
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Performance Reports
  • Permission Management
  • Predictive Dialer
  • Prioritizing
  • Progressive Dialing
  • Queue Manager
  • Real Time Monitoring
  • Real Time Reporting
  • Remote Monitoring
  • Reporting & Statistics
  • Request Routing
  • Resource Allocation
  • Resource Management
  • SMS Integration
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Voice Mail
  • Total features39
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Benchmarking
  • CRM Integration
  • Call Center Management
  • Call List Management
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Campaign Planning
  • Categorization
  • Channel Management
  • Chat
  • Chat Transcript
  • Communication Management
  • Contact History
  • Custom Forms
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Reporting
  • Customizable Templates
  • Distribution Management
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Email Templates
  • Employee Management
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Performance Reports
  • Permission Management
  • Predictive Dialer
  • Prioritizing
  • Progressive Dialing
  • Queue Manager
  • Real Time Monitoring
  • Real Time Reporting
  • Remote Monitoring
  • Reporting & Statistics
  • Request Routing
  • Resource Allocation
  • Resource Management
  • SMS Integration
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Voice Mail

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 integrations30
  • 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. Avaya Aura Call Center Elite

See how NICE inContact and Avaya Aura Call Center Elite stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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