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NICE inContact vs CallRail Comparison

Overview

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

An analytics platform designed for those who rely on quality calls and inbound leads to measure success.

  • 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
$45/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

175

167

50

17

8

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

5

4

3

2

1

91

27

6

2

4

  • Value for money
  • Ease of use
  • Features
  • Customer support
92%
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

I like the reporting features and the ability to track activity of different agents. I like the ability to text.
CallRail just adds another tool for me to show my clients the effectiveness of our marketing efforts. My clients love it which is what is important.
CallRail's customer support has always been great. I lean on them for set-up questions, and appreciate their willingness to help.

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

The lack of assistance in completing tasks after the initial set up of the first project.
String] to the end of our URLs, and that's bad practice. It makes it so if someone tries to share the link, then they copy the tracking code with it, thus throwing off our results.
We worked with their support, and it appears it might have had something to do with our use of Google Voice for our agents' phone lines, but it was unclear.
  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last review10 days ago

Key features

  • Total features40
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Automatic Lead Distribution
  • Automatic Notifications
  • CRM Integration
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Caller ID
  • Campaign Analysis
  • Categorization
  • Chat
  • Configurable Workflow
  • Custom Forms
  • Customer History
  • Customer Service Analytics
  • Customizable Reporting
  • Data Import/Export
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Employee Management
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Keyword Tracking
  • Labeling
  • Lead Distribution
  • Lead Scoring
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Permission Management
  • Predictive Dialer
  • Progressive Dialing
  • Queue Manager
  • ROI Analytics
  • Request Routing
  • SMS Integration
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Voice Mail
  • Total features22
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Automatic Lead Distribution
  • Automatic Notifications
  • CRM Integration
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Caller ID
  • Campaign Analysis
  • Categorization
  • Chat
  • Configurable Workflow
  • Custom Forms
  • Customer History
  • Customer Service Analytics
  • Customizable Reporting
  • Data Import/Export
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Employee Management
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Keyword Tracking
  • Labeling
  • Lead Distribution
  • Lead Scoring
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Permission Management
  • Predictive Dialer
  • Progressive Dialing
  • Queue Manager
  • ROI Analytics
  • Request Routing
  • 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 integrations54
  • 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. CallRail

See how NICE inContact and CallRail 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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