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Overview

Category Leaders

NICE Cxone 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

Video & Screenshots

No videos yet

Pricing

Starting from

100

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.2

521

5

4

3

2

1

229

195

66

18

13

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

4.0

2

5

4

3

2

1

1

0

1

0

0

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

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.
I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.

Pros

Not enoughreviews yet

Cons

The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.
Bad UI, slow customer service, difficult reporting, limited integrations.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review24 days ago
  • Vendor responds to reviews
  • Last review3 months ago

Key features

  • Total features129
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • 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
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features24
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Service Analytics
  • Customer Surveys
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Templates
  • Employee Coaching Tools
  • Employee Database
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • 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
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations41
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations21
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

NICE CXone logo

NICE CXone

It does the job

Reviewed 2 years ago

It serves it's purpose well as a call center call management piece.

Pros

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.

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

Mostly solid, except for when it glitches

Reviewed 2 years ago
Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

My Experience with InContact

Reviewed 3 years ago

The skill based routing has made our call center more efficient.

Pros

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.

Cons

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.

Vendor response

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

NICE CXone logo

NICE CXone

Powerful Call Center Software

Reviewed 4 years ago

inContact Call Center Software allowed us to seamlessly configure and operate multiple call centers as we launched our startup.

Pros

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

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

NICE CXone logo

NICE CXone

Nice inContact Call Center

Reviewed 4 years ago

My experience with the Nice inContact call center software has been that it is a high quality, high availability solution that meets most call center operational requirements and can be implemented in a timely manner.

Pros

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.

Cons

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

NICE CXone logo

NICE CXone

Great Product

Reviewed 3 years ago

This has helped us manage our call center better and flowing optimally

Pros

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

Cons

There is not a lot of documentation or training available.

Vendor response

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

Great for small-medium call center environment

Reviewed 3 years ago
Pros

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

Cons

Customizing reports is a bit awkward and could be refined.

Vendor response

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

NICE CXone logo

NICE CXone

Excellent Call Center Software

Reviewed 3 years ago

Excellent daily work experience. Easy to use and manage our entire call center.

Pros

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

Cons

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.

Vendor response

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

Works for what we need

Reviewed 2 years ago

Product is great with good tracking features.

Pros

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

Cons

Customer service can sometimes be tough to deal with.

Vendor response

Thanks for your thoughts, Alaina!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

NICE CXone logo

NICE CXone

Highly Satisfied! Great product!

Reviewed 6 years ago

I highly recommend InContact Call Center Software. Other call center software cannot compare. Startup was very easy, the system is very user friendly and reliable, and customer support was very hands on and helpful. Too many benefits to list. Great product!

Pros

Reliability and user friendliness

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

InContact

Reviewed 3 years ago

InContact helped us to improve reporting in the call center and data-driven decision making.

Pros

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.

Cons

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.

Vendor response

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

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NICE CXone

Contact Center Made EZ

Reviewed 3 years ago
Pros

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

Cons

Learning Curve, but gets better the deeper you dig.

Vendor response

Thank you Michael!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

Intuitive and Easy to Use

Reviewed 3 years ago
Pros

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

Cons

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

Vendor response

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

NICE CXone logo

NICE CXone

NICE/inContact Usage

Reviewed 3 years ago

We have call recording, coaching which allows are Supervisors the ability to listen to calls to provide valued training to analysts that need and positive feedback.

Pros

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

Cons

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

Vendor response

Thank you, Keith!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

InContact

Reviewed 2 years ago

It has been great for tracking, and customer support on issues with launching this product throughout a call center team.

Pros

The ease of tracking live calls and operational tracking

Cons

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

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

I don't know all the options

Reviewed 3 years ago

We like incontact but we are a smaller company and everything cost money and I don't know if we are getting everything out of what we are currently paying.

Pros

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

Cons

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.

Vendor response

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

Super Powerful but hard

Reviewed 5 years ago
Pros

NICE inContact has done a wonderful job with user functionality on the front end, ease of use for call transfers including internal and external.

Cons

Call center implementation is very expensive, but you also get what you pay for. More recently there are bugs of users numbers not routing correctly.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

Used on our call center

Reviewed 4 years ago
Pros

We started using this product 6 months ago. It is very much an upgrade over what we had before. The reporting has really help our scheduling and our ASA.

Cons

The main con is just learning a new application. We are still working through issues with getting the product set up properly for our call center.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

NICE CXone logo

NICE CXone

inContact makes it easy to manage our call center - great solution

Reviewed 3 years ago

This soft phone makes it so easy to connect and setup new agents, without requiring them to setup a landline or some sort of other phone. Allowing them to use this one system has made deploying inContact and a remote agent EASY!

Pros

This system makes managing our call center, agents and remote/work from home agents easily, and all in one place - giving us an extensive selection of features and services.

Cons

Every now and then the site will be slow to load, or laggy. Usually it only lasts a few minutes and logging out and back in will resolve the issue. I have never had to contact support (by the time I would have called, it would have been resolved)

Vendor response

We are glad to hear that we can help you manage a remote workforce. We apologize for the lag time. We are always striving to make improvements and will pass along your comments to the appropriate teams.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

"Provides all Call Center Needs in one place"

Reviewed 3 years ago

The ease of use is fantastic. The layout is nice and clean. Overall I believe its an essential tool to run a call center and manage employees.

Pros

NICE inContact, Provides all the needs to run and manage a call center in one application. The reporting is detailed and accurate. You can schedule certain reports to run and send to the team daily, weekly and monthly. You can watch and manage your entire team from the customizable Dash.

Cons

At times it can log you out if you have multiple tabs open and are inactive on one too long.

Vendor response

Thank you for the review! We are glad to hear that managing your team and running reports is easier with our software.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

NICE CXone logo

NICE CXone

So Easy to Use

Reviewed 2 years ago
Pros

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.

Cons

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.

Vendor response

Thanks for the detailed review, Dana.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

NICE CXone logo

NICE CXone

Fantastic Platform!

Reviewed 2 years ago

I am able to customize this software to any business weather they are starting out or a seasoned call center professional. The platform is easy to use and easy to teach. There are tons of support articles online and a agent training for use at any time. Once you get the hang of everything, this can really improve your daily reporting and running's of the call center no matter the size.

Pros

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

Cons

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

Vendor response

Thanks for your feedback, Jessica!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

NICE inContact CXone Review

Reviewed 3 years ago

We have call center services we provide for our customers. We needed a platform that integrated better with more robust APIs that talked to Salesforce. Our agents also needed a more reliable platform to use.

Pros

It's cloud-based. Easy to use interface. Agents here seem to enjoy it. It is fully integrated with our Salesforce instance.

Cons

Was a little pricey compared to other competitors.

Vendor response

So happy to hear that the integration with Salesforce is working well for you! Thank you for the feedback Brandon!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

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NICE CXone

Complicated Technology Made Simple

Reviewed 3 years ago

Overall experience has been great. The quality of service is outstanding

Pros

This software has worked very well for our call center. The administrative portal makes it easy to track user settings . The support agents guide you in the right direction and are always able to assist in a timely manor.

Cons

There are no outstanding cons about this software at the moment.

Vendor response

Thank you for your feedback and for recommending us to others!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

Up to date features

Reviewed 2 years ago

Overall good experience

Pros

I like all the ways my call center can communicate with our patients, via chat, incoming calls etc. I like the reports I can run and recordings on calls, the reports can be hard to build out to get correct data.

Cons

reporting feature hard, can be costly to make script changes.