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NICE CXone vs Oracle Service 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.

Oracle Service is an enterprise-scale suite of customer service and contact center software to improve the customer experience...

  • 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

ic-pricetag

No pricing info

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.2

521

5

4

3

2

1

229

195

66

18

13

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

4.3

9

5

4

3

2

1

5

2

2

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
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

Not enoughreviews yet

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

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review19 days ago
  • Vendor responds to reviews
  • Last review3 months 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 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
  • Communication Management
  • Computer Telephony Integration
  • 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 Reports
  • Customizable Templates
  • 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
  • Incident Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • 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 Dialer
  • Preview Dialer
  • Prioritization
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled Recording
  • 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
  • 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
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features17
  • 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 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
  • Communication Management
  • Computer Telephony Integration
  • 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 Reports
  • Customizable Templates
  • 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
  • Incident Management
  • Interaction Tracking
  • Knowledge Base Management
  • Labor Forecasting
  • Leaderboards
  • List Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Monitoring
  • 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 Dialer
  • Preview Dialer
  • Prioritization
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduled Recording
  • 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
  • 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
  • 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
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations85
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • ServiceNow
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

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

Share this review:

NICE CXone logo

NICE CXone

Constant Service Issues, Terrible Customer Support

Reviewed 6 years ago

While we like the reporting system much better than our last system (though it does have a bit of a learning curve), we have pretty constant service issues. While InContact guarantees a 99.99% uptime, that would translate to about 4 hours a year of downtime for us - we sometimes have 4 hours of downtime in a single week. It has gotten a little better since we started complaining more, but we still...

Pros

Reports are much more customizable than our last service The InContact website itself is relatively user friendly and straightforward, aside from a learning curve for the reporting.

Cons

- Poor Customer Service - Buggy/Non-user friendly add-on products - Constant Service Issues - Complicated Script - Expensive Professional Services

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

Happy with products and services

Reviewed 3 years ago

Pros

Customer Service is always helpful giving the best service and feedback.

Cons

There is nothing I can say that I like the least about this software.

Vendor response

Thank you, Sereatha! We are happy our service is top notch!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend2/10

Share this review:

NICE CXone logo

NICE CXone

Needs work

Reviewed 3 years ago
Pros

It works eventually after a lot headaches.

Cons

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

Vendor response

Thank you for your feedback, Thaier!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

InContact is easy to use

Reviewed 6 years ago

it is easy to build call routing with the tools provided.

Pros

studio

Cons

cost, cons of having the service in the cloud.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

Works for what we need

Reviewed 2 years ago

Product is great with good tracking features.

Pros

Call center management software makes it easy to track what's going on with our agents

Cons

Customer service can sometimes be tough to deal with.

Vendor response

Thanks for your thoughts, Alaina!

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

Share this review:

NICE CXone logo

NICE CXone

Excellent Cloud Based Platform

Reviewed 2 years ago
Pros

Ease of use, self service, intuitive software.

Cons

Aspects of reporting are not the greatest. Several tickets submitted with a 'known issue' resolution but no update on estimated resolution time.

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

Share this review:

NICE CXone logo

NICE CXone

Amazing Product, Amazing Customer Service

Reviewed 2 years ago
Pros

Very simple interface with customer service that is amazing

Cons

Sometimes the server seems to crash but other than that very stable

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

Good Product

Reviewed 3 years ago

great way to interact with customers, data analysis, customer support is knowledgeable.

Pros

ease of use, fully engage customers, customer service, communication from company is great.

Cons

some issues and hiccups, customer service usually fixes, data gathering is often time-consuming.

Vendor response

Thank you Stephanie! We are happy to hear that our teams are communicating well and that the tool is working for you!

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

Share this review:

NICE CXone logo

NICE CXone

Successful business transformation through integrated contact centres

Reviewed 4 years ago
Pros

incontact is an excellent scalable platform for expansion/integration incontact seems to be very much in touch with evolving customer needs Customer support and customer communication is very good and sometimes surprisingly transparent Integration of chat and email for a unified agent queue allows agents to work from a single platform Integrated agent and phone application allows agents to work from home without specialized software on their home computers. options

Cons

Customer support is usually so good that it's disappointing when inContact occasionally doesn't live up to it's own standard I wish the company had a service centre in Canada although their service offerings port fairly well across the border

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

Share this review:

NICE CXone logo

NICE CXone

Great call center technology

Reviewed 4 years ago

Great call / inquiry management service.

Pros

The service is mature and easy to use. The services include calls, emails and chat (at least that I've used). Queing and agent setup is easy to manage and prioritize all the agents.

Cons

There were some challenges with the initial setup but the support was awesome. The team was helpful and made the challenges be resolved quickly.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

In Contact review

Reviewed 2 years ago

As long as it is working very good

Pros

The ability to dial and make calls and the clarity

Cons

when you cant get in you have to contact a manager so they can contact customer service

Vendor response

Thank you, Montrai.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

Good Product

Reviewed 4 years ago
Pros

Added efficiency to our call flow and has great reporting capabilities as well as flexibility for customization

Cons

Overseas service is sometimes a pain to work with and can be very slow to respond at times..........

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

Share this review:

NICE CXone logo

NICE CXone

Great call software

Reviewed 6 years ago

Great service. No real issues. Call recordings are super easy to navigate. cUSTOMER SERVICE IS VERY HELPFUL. iNTERGRATES WITH OUR CURRENT CUSTOMER ENROLMENT PLATFORM.

Pros

No pros were added to this review

Cons

No cons were added to this review

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

NICE CXone logo

NICE CXone

A good software interface for an upstart company.

Reviewed 7 years ago
Pros

Once the associate is logged in, InContact has a pretty intuitive interface for any associate to quickly grasp and service customers. As a manager, I appreciate the ability to quickly train associates to have them service customers as quickly as possible.

Cons

InContact has a bit of work to do in client relations. If our team required technical support, the amount of time it took for a ticket to get resolved was much longer than I would've liked it to be. I think a more active account executive would've helped this process along.

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

Share this review:

NICE CXone logo

NICE CXone

Excellent Service

Reviewed 4 years ago

In one word - Amazing and Fabulous service :)

Pros

Good Quality Easy to Use Easy to implement Scope for customization according to business need

Cons

Restricted to certain countries Pricing model should be more open so customer can choose the billable model to get price advantage

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

Share this review:

NICE CXone logo

NICE CXone

Best Decision Ever!

Reviewed 6 years ago

We started with inContact over 5 years ago and have not been disappointed. From the implementation to the current usage the support staff to the sales staff has been great. This is an easy to use tool and one that each time we have 'another' request, inContact says okay, let's figure out how to do that for you and they deliver!

Pros

Easy of use, helpful tech support, GREAT professional service support when needing to make changes very quickly!

Cons

N/A

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

Mixed review

Reviewed 3 years ago

Service is well intentioned but not good at solving problems.

Pros

Visibility in the your call queue and information about the call

Cons

difficulty in understanding all features and when they are available

Vendor response

Thank you, Angela. We'll share your comments with the appropriate teams.

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

Share this review:

NICE CXone logo

NICE CXone

Complicated Technology Made Simple

Reviewed 3 years ago

Overall experience has been great. The quality of service is outstanding

Pros

This software has worked very well for our call center. The administrative portal makes it easy to track user settings . The support agents guide you in the right direction and are always able to assist in a timely manor.

Cons

There are no outstanding cons about this software at the moment.

Vendor response

Thank you for your feedback and for recommending us to others!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

NICE CXone logo

NICE CXone

Overall good experiance

Reviewed 3 years ago

Overall my experience with Incontact has been positive. I have over come having messy ivr scripts with the ability to combine multiple actions in the same place.

Pros

The user interface is laid out well and is user friendly. amazing customization possabilities.

Cons

Sometimes the information is a little difficult to locate. Customer service is hit or miss depending on the situation you are calling about.

Vendor response

Thank you Daniel! Great to hear it is easy to use and we will pass along your comments to our team.

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

Share this review:

NICE CXone logo

NICE CXone

We love NICE!

Reviewed a year ago

NICE is necessary for our daily function as chat customer service agents!

Pros

Honestly, its just easy to use period. It helps us take multiple chats at once to help our customers faster and more efficiently

Cons

Sometimes it freezes, or sends blank chats, or doesnt let me respond to a customer. Mostly just bugs that need to be worked out

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

NICE inContact Review / Survey

Reviewed 3 years ago
Pros

The flexibility, the almost infinite options in order to customise it and adapt the app to our service and needs.

Cons

The dependency on internet stability. The little lag when working with it (sometimes)

Vendor response

Thanks Javier. We are glad that the customization features are working well for you!

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

Share this review:

NICE CXone logo

NICE CXone

Easy To Use

Reviewed 4 years ago

Everything from the set up to the customer service has been awesome.

Pros

We switched to Nice inContact two years ago and the ease of using it for reports, looking up information, and setting up agents is great. It gives management, not just IT the opportunity to make changes to call routing and agent set up.

Cons

Like any other phone software you risk the chance of the system going down, hence you loos calls.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

NICE CXone logo

NICE CXone

Incontact CXone Review

Reviewed 2 years ago

Over all my experience with incontact has been great! I would recommend this software to other companies.

Pros

This product is very easy to use! The feature are simple to navigate through.

Cons

Some feature that i dont like are: sometime customers service doesnt always review the issues. We often get calls stuck in queue and have routing issues.

Vendor response

Thank you, Desreia, for your feedback. We'll pass it on to the customer service team.

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

Share this review:

NICE CXone logo

NICE CXone

Great Service!

Reviewed 3 years ago

It is amazing overall!

Pros

I like that this service is easy and fast to use. It is simple and easy to train other to use as well.

Cons

Nothing yet! I think it is straightforward and easy to use.

Vendor response

Thanks, Manija! We appreciate your feedback!

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

Share this review:

NICE CXone logo

NICE CXone

Average Quality but Good Usability

Reviewed 2 years ago

We're using the software mainly for Outbound Calling. It's good to have an overview and stats of the teams activity. Poor Call Quality is affecting some of the conversations with customers.

Pros

It's easy to use, you really don't need to explain much.

Cons

Call Quality is often quite poor, we experience distortions, delays and interruptions. Customer Service was helpful and moved us to another carrier but it didn't fully resolve the problem.

Vendor response

Thanks, Sabrina. We'll pass your comments on to the relevant teams.