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NICE CXone vs Dialpad Comparison

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Overview

Category Leaders

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

Category Leaders

Dialpad is a cloud communication platform and business phone system that provides organizations with the latest in VoIP telephony...

  • 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

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

15

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

197

178

58

17

8

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

5

4

3

2

1

219

146

38

10

7

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
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.
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.
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.

Pros

The handoff between devices works very well. The call quality is excellent and the price is perfect for all the features that are included.
We have found this to be a reliable phone service alternative to Vonage that we previously used. The price is right, the functionality is good, and we are pleased with the service.
This company is THE BEST w customer service!!! Nice friendly and fast. They always answer and help resolve any problems.

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

It took me more than 6 months to be able to transfer my number out. They can be very misleading and reject your transfer out requests even after you follow their strict procedures.
Every once in a while, there will be some choppy calls, which can be frustrating.
The software sometimes doesn't alert me when I have a call then automatically says I have missed the call.
  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last review8 days ago

Key features

  • Total features108
  • "What If" Scenarios
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Assessment Management
  • Audio / Video Conferencing
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • 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 Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Dashboard
  • Data Storage Management
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Directory
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fax Management
  • Feedback Management
  • File Transfer
  • Forecasting
  • Gamification
  • Goal Setting / Tracking
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Meeting Management
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multimedia Support
  • Multiple Parties
  • Multiple Scripts
  • Natural Language Processing
  • Network Monitoring
  • Office Directory
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Online Voice Transmission
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Queue Management
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting/Analytics
  • Request Assignment
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Secure Data Storage
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Single Sign On
  • Skills Tracking
  • Social Media Integration
  • Speech Recognition
  • Speech Synthesis
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Training Management
  • Unified Communications
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Website Analytics
  • Workflow Configuration
  • Workflow Management
  • Total features82
  • "What If" Scenarios
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Management
  • Appointment Management
  • Archiving & Retention
  • Assessment Management
  • Audio / Video Conferencing
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • 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 Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Dashboard
  • Data Storage Management
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Employee Directory
  • Employee Management
  • Employee Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fax Management
  • Feedback Management
  • File Transfer
  • Forecasting
  • Gamification
  • Goal Setting / Tracking
  • Hotkeys
  • IVR / Voice Recognition
  • Inbound Call Center
  • Intent Recognition
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Meeting Management
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multimedia Support
  • Multiple Parties
  • Multiple Scripts
  • Natural Language Processing
  • Network Monitoring
  • Office Directory
  • On-Demand Recording
  • Onboarding
  • Online Forums
  • Online Voice Transmission
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Preview Dialer
  • Progressive Dialer
  • Queue Management
  • Real-Time Chat
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting/Analytics
  • Request Assignment
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Secure Data Storage
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Single Sign On
  • Skills Tracking
  • Social Media Integration
  • Speech Recognition
  • Speech Synthesis
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Training Management
  • Unified Communications
  • Variable Workforce
  • Video Conferencing
  • Virtual Assistant
  • Visual Analytics
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Website Analytics
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations24
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations19
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM