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NICE CXone vs Call Center Studio Comparison
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Overview
NICE Cxone delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.
Call Center Studio is a web-based pay-as-you-go CCaaS packed with everything your operations need to become a 360-degree...
- 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
Pricing
Starting from
100
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
No pricing info
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
rakesh m.
Pros
Cons
Cons
Billy G.
Key features
- Total features129
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts / Escalation
- Alerts/Notifications
- Answering Machine Detection
- Appointment Management
- Archiving & Retention
- Auto-Dialer
- Auto-Responders
- Automated Routing
- Automated Scheduling
- Automatic Call Distribution
- Automatic Lead Distribution
- Automatic Outbound Dialer
- Batch Processing
- Blended Call Center
- Budgeting/Forecasting
- CRM
- Call Center Management
- Call Conferencing
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Queues
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Screening
- Call Scripting
- Call Tagging
- Call Tracking
- Call Transcription
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Categorization/Grouping
- Chat/Messaging
- Communication Management
- Computer Telephony Integration
- Conferencing
- Contact Database
- Contact Management
- Contractor Management
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Service Analytics
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Employee Coaching Tools
- Employee Database
- Employee Management
- Employee Scheduling
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Feedback Management
- File Transfer
- Help Desk Management
- Hotkeys
- IT Asset Management
- IVR / Voice Recognition
- Inbound Call Center
- Inbox Management
- Integrations Management
- Interaction Tracking
- KPI Monitoring
- Knowledge Base Management
- Labor Forecasting
- Leaderboards
- List Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multiple Parties
- Multiple Scoring Models
- Multiple Scripts
- Multiple User Accounts
- Network Monitoring
- On-Demand Recording
- Online Voice Transmission
- Open Database Design
- 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 Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Updates
- Recording
- Recruitment Management
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Role-Based Permissions
- Rules-Based Workflow
- SIP Trunking
- SMS Messaging
- Scheduled Recording
- Search/Filter
- Self Service Portal
- Service Level Agreement (SLA) Management
- Shared Contacts
- Shift Swapping
- Single Sign On
- 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
- Unified Communications
- Variable Workforce
- Virtual Assistant
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Voicemail Transcription
- Workflow Configuration
- Workflow Management
- Workforce Management
- Total features125
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts / Escalation
- Alerts/Notifications
- Answering Machine Detection
- Appointment Management
- Archiving & Retention
- Auto-Dialer
- Auto-Responders
- Automated Routing
- Automated Scheduling
- Automatic Call Distribution
- Automatic Lead Distribution
- Automatic Outbound Dialer
- Batch Processing
- Blended Call Center
- Budgeting/Forecasting
- CRM
- Call Center Management
- Call Conferencing
- Call Disposition
- Call List Management
- Call Logging
- Call Monitoring
- Call Queues
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Screening
- Call Scripting
- Call Tagging
- Call Tracking
- Call Transcription
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Categorization/Grouping
- Chat/Messaging
- Communication Management
- Computer Telephony Integration
- Conferencing
- Contact Database
- Contact Management
- Contractor Management
- Customer Database
- Customer Experience Management
- Customer History
- Customer Journey Mapping
- Customer Service Analytics
- Customer Surveys
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Employee Coaching Tools
- Employee Database
- Employee Management
- Employee Scheduling
- Event Triggered Actions
- FCC Compliance
- FTC Compliance
- Feedback Management
- File Transfer
- Help Desk Management
- Hotkeys
- IT Asset Management
- IVR / Voice Recognition
- Inbound Call Center
- Inbox Management
- Integrations Management
- Interaction Tracking
- KPI Monitoring
- Knowledge Base Management
- Labor Forecasting
- Leaderboards
- List Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Multi-Language
- Multiple Parties
- Multiple Scoring Models
- Multiple Scripts
- Multiple User Accounts
- Network Monitoring
- On-Demand Recording
- Online Voice Transmission
- Open Database Design
- 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 Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-Time Chat
- Real-time Updates
- Recording
- Recruitment Management
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Request Assignment
- Role-Based Permissions
- Rules-Based Workflow
- SIP Trunking
- SMS Messaging
- Scheduled Recording
- Search/Filter
- Self Service Portal
- Service Level Agreement (SLA) Management
- Shared Contacts
- Shift Swapping
- Single Sign On
- 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
- Unified Communications
- Variable Workforce
- Virtual Assistant
- VoIP
- VoIP Connection
- Voice Customization
- Voice Mail
- Voicemail Transcription
- Workflow Configuration
- Workflow Management
- Workforce Management
Integrations
Alternatives
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User reviews that mention these apps
Larry F.
Insurance, 10,001+ employees
Used daily for 1-2 years
Review source
Share this review:
It serves it's purpose well as a call center call management piece.
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
Daniel C.
Financial Services, 11-50 employees
Used daily for 1-2 years
Review source
Share this review:
Overal, NICE inContact has been good for us but now that we need to enhance our call flows and make things better, we are having to pay. During implementation, no one was trained on Studio.
I like that there are constant improvements through quarterly releases.
I dislike the difficulty of Studio, makes changing our call flow a pain.
Hi Daniel, if you need further help from implementation, please reach out to us at corporatecommunications@niceincontact.com. Thanks.
Florence L.
Airlines/Aviation, 51-200 employees
Used daily for 6-12 months
Review source
Share 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.
Dawn W.
Information Technology and Services, 501-1,000 employees
Used daily for 2+ years
Review source
Share this review:
The skill based routing has made our call center more efficient.
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.
Brent E.
Retail, 51-200 employees
Used other for 1-2 years
Review source