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NICE CXone vs MasterControl Quality Excellence 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

MasterControl is an electronic quality management software (eQMS) system compliant with FDA regulations and ISO quality standards.

  • 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

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

No info

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

User reviews

5

4

3

2

1

220

194

64

18

13

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

4.5

5

4

3

2

1

48

34

5

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
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.

rakesh m.

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.

AM

Armie M.

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.

AB

Alejandra B.

Pros

The service offered by MasterControl has been excellent and system setup was easy thanks to a very good support. Customer Service team, as they responds quickly and offer good solutions.

MK

Martin K.

It has really helped us solve many issues with quality control and compliance. I would recommend this product to anyone who wants to move to the top tier of quality for their product.

MK

Michael K.

The best part is the ease of integration for the different modules and the easy workflow plan.

AR

Anonymous Reviewer

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.

JW

Justin W.

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.

DW

Drevon W.

Bad UI, slow customer service, difficult reporting, limited integrations.

TI

Thaier I.

Cons

Because of this struggle I have been creating reports in Power BI.

BJ

Brenda J.

When the system gets upgraded, it always brings out a ton of unexpected issues. We know that we will have to dedicate a couple of days just to watching for problems.

GM

Gen M.

A complete training compliance report is missing. We need to look 2 - 3 canned reports to get consolidated report.

KK

Kanya K.

  • Vendor responds to reviews
  • Last review18 days ago
  • Vendor responds to reviews
  • Last review2 months ago

Key features

  • Total features117
  • API
  • Access Controls/Permissions
  • Action Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Audit Management
  • Audit Trail
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Bills of Material
  • Blended Call Center
  • Budgeting/Forecasting
  • Business Process Control
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Complaint Management
  • Compliance Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Contractor Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Defect Tracking
  • Design Management
  • Digital Signature
  • Document Check-in / Check-out
  • Document Coding & Control
  • Document Management
  • Document Review
  • Document Templates
  • Drag & Drop
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Environmental Compliance
  • Equipment Management
  • Event Triggered Actions
  • FCC Compliance
  • FDA Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • For Engineering Documents
  • Forms Management
  • Full Text Search
  • ISO Compliance
  • ISO Standards Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Internal Controls Management
  • Issue Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • Nonconformance Tracking
  • On-Demand Recording
  • Operational Risk Management
  • Order Management
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Periodic Review
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Quality Control
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Response Management
  • Revision History
  • Risk Assessment
  • Risk Management
  • Risk Reporting
  • Risk Scoring
  • Root Cause Analysis
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • Safety Management
  • Scheduled Recording
  • Scheduling
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Status Tracking
  • Supplier Management
  • Supplier Quality Control
  • 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
  • Traceability
  • Training Management
  • Variable Workforce
  • Version Comparison
  • Version Control
  • Version Rollback
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Total features82
  • API
  • Access Controls/Permissions
  • Action Management
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Audit Management
  • Audit Trail
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Bills of Material
  • Blended Call Center
  • Budgeting/Forecasting
  • Business Process Control
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Change Management
  • Chat/Messaging
  • Commenting/Notes
  • Communication Management
  • Communications Management
  • Complaint Management
  • Compliance Management
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Contractor Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Tracking
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Defect Tracking
  • Design Management
  • Digital Signature
  • Document Check-in / Check-out
  • Document Coding & Control
  • Document Management
  • Document Review
  • Document Templates
  • Drag & Drop
  • Electronic Signature
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Environmental Compliance
  • Equipment Management
  • Event Triggered Actions
  • FCC Compliance
  • FDA Compliance
  • FTC Compliance
  • Feedback Management
  • File Transfer
  • For Engineering Documents
  • Forms Management
  • Full Text Search
  • ISO Compliance
  • ISO Standards Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Incident Management
  • Internal Controls Management
  • Issue Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Maintenance Management
  • Manual Dialer
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • Nonconformance Tracking
  • On-Demand Recording
  • Operational Risk Management
  • Order Management
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Periodic Review
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Prioritization
  • Progressive Dialer
  • Project Management
  • Quality Assurance
  • Quality Control
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Response Management
  • Revision History
  • Risk Assessment
  • Risk Management
  • Risk Reporting
  • Risk Scoring
  • Root Cause Analysis
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • Safety Management
  • Scheduled Recording
  • Scheduling
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Status Tracking
  • Supplier Management
  • Supplier Quality Control
  • 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
  • Traceability
  • Training Management
  • Variable Workforce
  • Version Comparison
  • Version Control
  • Version Rollback
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations38
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations5
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM