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NICE CXone vs Microsoft 365 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.

Microsoft 365, formerly Office 365, provides web, desktop, and mobile apps for Outlook, Word, Excel, PowerPoint, OneNote,...

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

Starting from

6

Per month

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

User reviews

4.2

516

5

4

3

2

1

225

195

65

18

13

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

5

4

3

2

1

8,747

3,097

484

67

40

  • Value for money
  • Ease of use
  • Features
  • Customer support
97%
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.
AvatarImg

rakesh 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.

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.

Pros

Very positive experience - any successful business would find significant efficiencies and opportunities by moving to 365.
AvatarImg

Christopher Ryan N.

I love how secure the platform is, the software is easy to navigate. I love the fact that it is accessable worldwide.

AR

Anonymous Reviewer

We utilize all that the product has to offer on a daily basis and are quite happy with the product. It helps us manage our business better and provides the tools necessary to communicate effectively.

SK

Scott K.

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

This is the sort of thing the hard drive resident application never struggled with. Conditional formatting layered up is the sort of thing that causes problems.

AR

Anonymous Reviewer

Sometimes i get logged out and have trouble logging back in. This is very rare but can be confusing and upsetting as everything is on there.

RC

Ryan C.

I hate, hate, hate, hate the fact that you cannot install each app on its own. It is pointless to force people who only need Excel or Word to install EVERYTHING.

EN

Eric N.

  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last review2 days ago

Key features

  • Total features128
  • @mentions
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Address Book
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Audit Trail
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • Booking Management
  • Brainstorming
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Calendar/Reminder System
  • 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
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • 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 Forms
  • Customizable Templates
  • Customization
  • Data Synchronization
  • Data Visualization
  • Discussions / Forums
  • Document Automation
  • Document Capture
  • Document Generation
  • Document Management
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Monitoring
  • Email Templates
  • Employee Coaching Tools
  • Employee Management
  • Employee Scheduling
  • Event Management
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Full Text Search
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Meeting Management
  • Microsoft Outlook Integration
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Format Support
  • Multiple Parties
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • Notes Management
  • Office Suite
  • Offline Access
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Presentation Tools
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Project Templates
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Response Management
  • Room Booking
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled Recording
  • Scheduling
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Team Calendars
  • Telemarketing Management
  • Template Management
  • Templates
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • To-Do List
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • Variable Workforce
  • Version Control
  • Video Conferencing
  • Video Streaming
  • Video Support
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features73
  • @mentions
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Address Book
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Archiving & Retention
  • Audit Trail
  • Auto-Dialer
  • Auto-Responders
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Outbound Dialer
  • Blended Call Center
  • Booking Management
  • Brainstorming
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Calendar/Reminder System
  • 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
  • Chat/Messaging
  • Collaboration Tools
  • Commenting/Notes
  • 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 Forms
  • Customizable Templates
  • Customization
  • Data Synchronization
  • Data Visualization
  • Discussions / Forums
  • Document Automation
  • Document Capture
  • Document Generation
  • Document Management
  • Document Storage
  • Document Templates
  • Drag & Drop
  • Email Alerts
  • Email Management
  • Email Monitoring
  • Email Templates
  • Employee Coaching Tools
  • Employee Management
  • Employee Scheduling
  • Event Management
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Management
  • File Sharing
  • File Transfer
  • Full Text Search
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Meeting Management
  • Microsoft Outlook Integration
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Format Support
  • Multiple Parties
  • Multiple Projects
  • Multiple Scripts
  • Multiple User Accounts
  • Network Monitoring
  • Notes Management
  • Office Suite
  • Offline Access
  • On-Demand Recording
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Presentation Tools
  • Preview Dialer
  • Process/Workflow Automation
  • Progressive Dialer
  • Project Templates
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Reminders
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Response Management
  • Room Booking
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled Recording
  • Scheduling
  • Search/Filter
  • Secure Data Storage
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Task Progress Tracking
  • Team Calendars
  • Telemarketing Management
  • Template Management
  • Templates
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • To-Do List
  • Two-Factor Authentication
  • Two-Way Audio & Video
  • Variable Workforce
  • Version Control
  • Video Conferencing
  • Video Streaming
  • Video Support
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations41
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations940
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WooCommerce
  • WordPress
  • Zapier
  • Zendesk
  • Zoho CRM

User reviews that mention these apps

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

Share this review:

NICE CXone logo

NICE CXone

Great organization

Reviewed 6 years ago

Products, service, and stability make inContact a unique and special telecom provider and business partner. We require 24 X 7 (365 days a year) support, and they do not let us down. They are in a constant state of evolution to keep your business relevant and current.

Pros

Stability and ability to integrate with our CRM software seamlessly. They have evolved over time and regularly release new features that enhance how we do business.

Cons

Some of the software/products feel patched together from different partners.

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

Share this review:

NICE CXone logo

NICE CXone

Great Phone Tool

Reviewed 4 months ago
Pros

I like that the autodialer itself pops up in its own smaller window and shows list if recent contacts and type of caller

Cons

I like everything about this software. I only had an issue with it once and that was probably on me. There was an optional Microsoft update and once I updated I did nit have any problems