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NICE CXone vs CallRail 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

CallRail helps 200,000+ businesses turn more leads into better customers. Our software delivers real-time insights that help...

  • 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

95

Per month

  • 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

151

5

4

3

2

1

106

32

6

2

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
93%
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

It is excellent for capturing calls related to the specific campaign so we can evaluate its effectiveness and quality of leads it sent our way.
I hope they upgrade and it turns out to be amazing. I'm willing to give them a chance to prove themselves.
The UI is very nice, the tracking seems to do a very good job and is accurate. I love the ability to record calls and add numbers at will.

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

They are unethical, they added a charge to my account without me opining in for that additional service. They refuse to issue a refund for that.
I really can not say we have ever had any problems with this software. The biggest con is we do not use it enough for whatever reason.
The lack of assistance in completing tasks after the initial set up of the first project.
  • Vendor responds to reviews
  • Last review14 days ago
  • Vendor responds to reviews
  • Last review10 days 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 Tracking Metrics
  • Call Transcription
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Analytics
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Contractor Management
  • Conversion Tracking
  • 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
  • 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
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Keyword Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Capture
  • Lead Distribution
  • Lead Management
  • Lead Qualification
  • Lead Segmentation
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Campaign
  • 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 Analytics
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • ROI Tracking
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • 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
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Source Tracking
  • 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
  • Web Forms
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features66
  • 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 Tracking Metrics
  • Call Transcription
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Caller Profiles
  • Campaign Analytics
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Communication Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Contractor Management
  • Conversion Tracking
  • 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
  • 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
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Keyword Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Capture
  • Lead Distribution
  • Lead Management
  • Lead Qualification
  • Lead Segmentation
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Campaign
  • 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 Analytics
  • Predictive Dialer
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • ROI Tracking
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • 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
  • SMS Messaging
  • Scheduled Recording
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Source Tracking
  • 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
  • Web Forms
  • 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 integrations64
  • 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 recommend9/10

Share this review:

CallRail logo

CallRail

A review

Reviewed 2 years ago

It is nice to screen the calls we have after they are made.

Pros

This is very good for tracking the different phone numbers we use with records of calls along with recordings.

Cons

I really can not say we have ever had any problems with this software . The biggest con is we do not use it enough for whatever reason.

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

Share this review:

CallRail logo

CallRail

Fantastic!

Reviewed 5 years ago

These guys know what they're doing. They have a very reasonable price point and it allows our small company to track effective marketing without breaking the bank. They also have some of the best customer service around! I've been very pleased with my experience so far (almost 1 year in)

Pros

Ease of Use. Visual Display. Tracking. Customer Service

Cons

An additional price point above basic would be nice. Maybe 4 or 5 tiers instead of 3

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

Share this review:

CallRail logo

CallRail

Great software and easy to use

Reviewed 4 years ago
Pros

This software was so easy to use and it is so nice to be able to record calls and play them back to many different people.

Cons

At the time we used this we needed the Internet to listen to calls which was kind of difficult at times but I understand given the type of software.

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

Share this review:

CallRail logo

CallRail

Call Tracking for a Modern Business

Reviewed 4 years ago
Pros

The UI is very nice, the tracking seems to do a very good job and is accurate. I love the ability to record calls and add numbers at will.

Cons

It can be hard to convey the information proved to clients at times.

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

Share this review:

CallRail logo

CallRail

An Awesome Product. So Easy Use

Reviewed 6 years ago

It was so easy to set up. Just a few minutes on the phone with a nice gentleman and we were all set. It was so easy it was crazy. They even sent me a free t-shirt! Bonus!

Pros

It easily integrates with my podio system. I am able to track each and every call and have a WAY better understanding of my responses to marketing.

Cons

Can't think of a one.

Vendor response

Thank you! We're glad you like it!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support