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NICE CXone vs Call Center Studio Comparison

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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.

Category Leaders

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

ic-pricetag

No pricing info

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

User reviews

4.2

519

5

4

3

2

1

228

195

65

18

13

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

4.5

47

5

4

3

2

1

29

14

4

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

But the most good part is customer support. They are all friendly and helpful.
So it is an easy and clever choice to use CCS Platform. The CCS team on the other hand is amazing.
Alotech has a web interface that allows you to call your customers and colleagues whereever you are. It has an easy setup and sound quality is good.

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

The connection problems really hinder my job and waste my time.
It can be confusing if you don't know what you are looking at.
Connections problems may be the only thing that make my interaction lower.
  • Vendor responds to reviews
  • Last review11 days ago
  • Vendor responds to reviews
  • Last review7 months ago

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

  • Total integrations41
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations11
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk
  • 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 a year 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 recommend8/10

Share this review:

NICE CXone logo

NICE CXone

Good Support, Studio is difficult

Reviewed 3 years ago

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.

Pros

I like that there are constant improvements through quarterly releases.

Cons

I dislike the difficulty of Studio, makes changing our call flow a pain.

Vendor response

Hi Daniel, if you need further help from implementation, please reach out to us at corporatecommunications@niceincontact.com. Thanks.

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 a year 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.