App comparison

Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.

NICE CXone vs Vonage Business Communications Comparison

Add to Compare

Compare similar apps

Bitrix24 logo

Bitrix24

4.1

BambooHR logo

BambooHR

4.6

When I Work logo

When I Work

4.5

ClickUp logo

ClickUp

4.7

Jobber logo

Jobber

4.5

Connecteam logo

Connecteam

4.8

Good recommendations?

Overview

Category Leaders

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

Vonage Business provides a cloud-hosted business VoIP phone system, with customizable feature sets for the differing needs...

  • 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

No videos yet

Pricing

Starting from

100

Per month

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

Starting from

19.99

Per month

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

User reviews

4.2

539

5

4

3

2

1

244

197

67

18

13

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

4.1

283

5

4

3

2

1

128

84

50

7

14

  • Value for money
  • Ease of use
  • Features
  • Customer support
87%
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

It has several useful features that work great for your business needs. Compared to other similar software out there, Vonage is way more reliable for your communication needs.
We needed a business phone for our remote office and this system worked perfectly. Thank you for a low-cost, quality solution.
Overall experience is good as the matter of fact we keep using this service. I still recommend using Vonage as it is very helpful for remote business management.

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

This company is just so horrible to deal with. Will ruin your day if you have to interact with Vonage Business Support, again only by CHAT from untrained techs.
Poor call quality, Terrible Customer Service and cancellation policy deception.
Their software can have conflicts and compatibility issues depending on the browser. A. Their software TokBox appears to work only with Chrome.
  • Vendor responds to reviews
  • Last review15 days ago
  • Vendor responds to reviews
  • Last review5 days ago

Key features

  • Total features128
  • 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 Conferencing
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • 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
  • 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 Sharing
  • File Transfer
  • For Call Centers
  • 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
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • On-Demand Recording
  • Online Voice Transmission
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Presentation Streaming
  • Preview Dialer
  • Private Chat
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Screen Sharing
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Unified Communications
  • User Profiles
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management
  • Total features37
  • 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 Conferencing
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • 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
  • 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 Sharing
  • File Transfer
  • For Call Centers
  • 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
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-User Collaboration
  • Multiple Parties
  • Multiple Scripts
  • Multiple User Accounts
  • On-Demand Recording
  • Online Voice Transmission
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Presentation Streaming
  • Preview Dialer
  • Private Chat
  • Process/Workflow Automation
  • Progressive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Updates
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Request Assignment
  • Rules-Based Workflow
  • SIP Trunking
  • SMS Messaging
  • Scheduled Recording
  • Screen Sharing
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Speech-to-Text Analysis
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Template Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Unified Communications
  • User Profiles
  • Variable Workforce
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Workflow Configuration
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations42
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations29
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

AR
AvatarImg

Verified reviewer

Marketing and Advertising, 1,001-5,000 employees

Used daily for 2+ years

Review source

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 innovation

Reviewed 4 years ago
Pros

I believe we are the largest client incontact has. They have provided customization to our telephony business that has allowed for improved close rate, streamlined call routing, and data analytics to improve our business.

Cons

I'd love to be able to house our communications with agents in the software.

Vendor response

Hello and thank you for taking time to post your review and for sharing the good results you are getting to support your business goals. We┬┐ll pass your suggestion along to our product development team. You may also want to check out a new feature in our Customer Community to submit product ideas that the entire community can vote on. We now have over 850 customers involved. If you haven't joined, you'll want to get started. You can register online with your NICE inContact Central credentials here: community.niceincontact.com. For additional assistance with the registration, please contact us at community@niceincontact.com. Again, thank you for taking the time to give us your feedback. We look forward to innovating together!

nb
AvatarImg

nancy b.

Retail, 501-1,000 employees

Used daily for 6-12 months

Review source

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

Share this review:

NICE CXone logo

NICE CXone

What Nice means to me

Reviewed 2 years ago

My favorite is scheduling and contacts all in one place.

Pros

I like the fact that schedule and customer contacts and reporting are all in one place.

Cons

The problem I have with Nice is you can not got back to previous communications with the customer. A program we had before would show all emails in a chain when an email was received.

AvatarImg
AvatarImg

Mike B.

Higher Education, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

NICE inContact might be a great for you, but it isn't right for me

Reviewed 4 years ago

I need to start by saying inContact isn't bad. It just isn't right for what we do. We work in higher education as an online university. We connect with our students through phones and assign students to staff. Communicating with our students is very important and we need an efficient way to do this. inContact allowed us the ability to have calls come in and out, but it doesn't integrate cleanly with...

Pros

Calls can be routed to skills based on the type of flow you require for your business. A lot of flexibility with the actual calling options as well as chat features.

Cons

It's limited in how it operates as only call center platform. If you only want to call or chat with clientele, it will fit your needs. But if you want to track all levels of communications and do so in the scope of a true CRM, it is more limited compared to other platforms on the market.

CS
AvatarImg

CHRISTINE S.

Hospital & Health Care, 1,001-5,000 employees

Used daily for 6-12 months

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Great visibility

Reviewed 2 years ago
Pros

Prior to NICE we had no visibility into the productivity of our contact center agents. With the powerful reporting tools in NICE we have better insight.

Cons

We integrated NICE with Ring Central allowing us to have one communication platform across the business

AT
AvatarImg

Aaron T.

Hospital & Health Care, 51-200 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

CXone

Reviewed 3 years ago

Our day-to-day operations have been greatly improved.

Pros

Very user friendly, easy to insert into day to day business operations.

Cons

Cost per user was a but high, but understandable.

Vendor response

Aaron, thanks so much for your comments!

CM
AvatarImg

Christopher M.

Consumer Goods, 51-200 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

I like it, but I want to Love it!

Reviewed 3 years ago

Overall, I like the software and the customer support is top notch.

Pros

The interface and presentation are strong and user friendly. Setup is pretty easy as well.

Cons

I wish we had full CXOne features available for our business. We have been told multiple times that due to our Cluster we cannot get them

Vendor response

Thanks for the feedback, Christopher! We will pass it along to our development teams.

DR
AvatarImg

Dharma Raju C.

Information Technology and Services, 1,001-5,000 employees

Used daily for 1-2 years

Review source

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 5 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

DT
AvatarImg

DeSean T.

Design, 51-200 employees

Used daily for less than 6 months

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Great Platform

Reviewed 2 years ago

I would suggest any business to try this platform

Pros

Ease of use, very easy to navigate. The platform is user freindly

Cons

I truly dont have cons. I like the platform and how easy it is to use

AK
AvatarImg

Atul K.

Computer Software, self-employed

Review source

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

Share this review:

NICE CXone logo

NICE CXone

NICE CXone

Reviewed 6 months ago

You can solve your business problems by doing communication here.

Pros

This software is very cool and very useful

Cons

Its features are very cool, you should also use it

AN
AvatarImg

Al N.

Retail, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Free yourself from the bondage of on-prem solutions

Reviewed a year ago
Pros

All in one feature rich Contact Center solution that moves traditional capex expenditures into opex that moves with your business.

Cons

Nothing to report at this time. Everything is as promised.

JC
AvatarImg

Juan C.

Consumer Services, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Essential Tool

Reviewed 3 years ago

Our business depends on InContact to intelligently route calls to the correct agent\departement. The software is essential to our business and without it, we would not be able to service our customers.

Pros

The product is easy to use and performance is second to none.

Cons

I think custom reports could be improved.

Vendor response

Great to hear! Thanks, Juan!

BM
AvatarImg

Brandie M.

Food Production, 5,001-10,000 employees

Used daily for less than 6 months

Review source

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

Share this review:

NICE CXone logo

NICE CXone

NICE inContact CXone

Reviewed 3 years ago

We really like it and it works well for our business use

Pros

Easy to navigate and understand for the whole team

Cons

There are no cons that I can think of at the moment.

Vendor response

Thanks so much Brandie! Happy to hear!

AB
AvatarImg

Austin B.

Insurance, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

inContact Review

Reviewed 3 years ago

I think it's been beneficial to our process. Having call recording easily accessible has been helpful countless times. I also like that I can view my team online and see how their time is being utilized.

Pros

I like that the software is web based and can be used from any device with web access. Especially in this time when we are all working remotely and needing additional flexibility in to access our work tools.

Cons

I do feel like the software has been a smooth integration into our business processes. I do wish custom reporting was easier to navigate, but there could also be a user knowledge gap on my part as well.

Vendor response

Thank you, Austin. We'll pass your comments about reporting on to the product team.

MT
AvatarImg

Mary T.

Medical Practice,

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend1/10

Share this review:

NICE CXone logo

NICE CXone

Promise of savings in implementation nullified in execution

Reviewed 7 years ago
Pros

Reasonably nice and well intention middle management.

Cons

don't seem to have much acumen in call centers regarding the product, product failures, business drivers and impacts. Near constant issues - daily/weekly - total shut down, data integrity issues, carrier issues - too many to list. Serious impact to my business growth as we are spending 80% of our time managing these issues. My team's morale has plunged. They are our 3rd VOIP ACD provider all of...

AB
AvatarImg

Aren B.

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Great support and processes that are in place for issues. Great stats and reporting.

Reviewed 5 years ago

Reporting, support, stable.

Pros

IVR Studio and reporting. Both are key for our business and vital. IVR studio I find I learn something new each time I configure scripts.

Cons

No integrated softphone. You could still charge like you do for the softphones but it would be nice to have a biult in softphone instead of using a 3rd party and yet another app to launch on our agents desktop.

AR
AvatarImg

Verified reviewer

Consumer Services, 201-500 employees

Used daily for less than 6 months

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Nice Incontact Cxone Review

Reviewed 2 years ago

MY overall experience is that it is a great software to use when doing a business.

Pros

The most important thing that I like about this software is that it is tracking everything you do. It is tracking your time which is the most important thing so people do not take advantage of the clock.

Cons

The least thing I like about the software is that it freezes and you either loose the call, or you can't change status multiple time in one session. You may have to close the browser and re-open it again.

Vendor response

Thank you for your feedback.

AL
AvatarImg

Amy L.

Nonprofit Organization Management, 51-200 employees

Used daily for 2+ years

Review source

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.

RR
AvatarImg

Richard R.

Banking, 201-500 employees

Used daily for 6-12 months

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Less on-site equipment a real value for the money. All software updates are included with the monthly fee's.

Reviewed 5 years ago

I must say the inContact support personnel that I have worked with are Professional and very Pleasant to work with. I have been building Call Centers since technology grew to the point you could successfully build Mega Centers. I have Managed Call Centers from 50 CSR's to 1200 and inContact allows me to Manage the complete site with much less on-site support people and less DBA's to work in the back ground. I Love this product and would recommend it to anyone that wants a Professional managed Call Center.

Pros

Easy scripting and functionality built in and easy to change in the event the business changes. To Administer the inContact platform you must have IT and Telephony experience. The system is designed to put more control directly in the hands of the Managers and Supervisors. With very little training the Management staff can manage the business and get detailed reports in a matter of minutes.

Cons

No cons were added to this review

RH
AvatarImg

Rick H.

Consumer Services, 201-500 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Great features and support

Reviewed 3 years ago

Overall it has been a stable well though out Omni Channel platform run but people who have knowledge and really care about customers.

Pros

Well thought out and designated platform. Highly reliable. Feature rich. Best support staff in the industry. Our Technical Account Manager Rep is one of the best in the business.

Cons

The soft-phone licensing was a pain but it has now been eliminated and it has been replaced with a WEBRTC integrated phone.

Vendor response

Thank you, Rick! We strive to be reliable and are happy we are meeting your expectations.

PK
AvatarImg

Paul K.

Medical Devices, 10,001+ employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Call Center software with great functionality

Reviewed 4 years ago

Before utilizing a call center software we provided our individual teams members phone numbers to the customers. This created multiple issues that were unsustainable as the organization grew. Customer complaints started to rise that we were not reachable via phone, that voicemails were not returned in a timely fashion or at all, and there was no data available to evaluate staffing performance and additional...

Pros

Our company upgraded to InContact a few years ago from TASKE. As the local system administrator for one of our sites that uses this software, I provide data reports to all teams tailored to their specific needs. The amount of raw data that can be extracted from InContact is enormous and is very helpful for operation and individual performance evaluation and optimization.

Cons

For our business unit having to transfer calls is not only inefficient, but also not seen as good customer service. There are no easy to use reports available, neither canned nor custom, that would allow simple evaluation of transferred calls that can be reviewed. Additionally, our main business unit running InContact is located in another time zone. Working with InContact Support, there is no way...

NO
AvatarImg

Nathan O.

Computer Software, 5,001-10,000 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Consistent, no fuss queue management

Reviewed 2 years ago

I've been using the software for over 2 years and so far it's been a real asset to my workflow.

Pros

The visibility of incoming calls and visibility of my other teammates has made this product beneficial in analyzing business flow and call volume. It also provides me with great insight of contact availability.

Cons

I wish the software better reported contact info. This could be related to my implementation but I'd love to see the caller info before I answer the call.

BA
AvatarImg

Bertis A.

Outsourcing/Offshoring, 501-1,000 employees

Used daily for less than 6 months

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Incontact

Reviewed 2 years ago

My experience is fine, just the inconvenience to have to wait little longer for the app to open.

Pros

The app is easy to use and efficient with the call handle. I like the ability to handle calls in a dynamic way and the pauses features.

Cons

The login is kind of a hustle; too much things to do in having the app open. I think that apps like this one, sine they are use to handle calls for a business that use it to take are customers, should be easy and fast to get it open.

Vendor response

Thank you, Bertis!

SB
AvatarImg

Shelli B.

Computer Software, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Review of NICE inContact May 2020

Reviewed 3 years ago

Business problem is routing calls and cases to appropriately skilled reps. It works great! Love how we can integrate with Salesforce and Service Now

Pros

Easy to get going in Studio and training for Agents to use MAX or the Salesforce AgentConsole. Basic scripting tasks are easy to do. Complex tasks have been achievable with the help of PSOD where most techs are amazingly helpful and brilliant! The help pages are ok, provide basic info.

Cons

1. API Documentation is terrible. Hitting F1 on a Studio action for an API returns 'file not found' - there is no documentation on the API. Going into the developer console and looking at the APIs, also lacking info. Date fields provide the ISO regulation, examples would be extremely helpful. 2. In Central, most of the UI is too small to see the full names. Sometimes hovering over each name shows...

Vendor response

Shelli, thank you for your feedback. We want to help you with some of the issues you've outlined in your comments. Could you please reach out to us at corporatecommunications@niceincontact .com? Thank you.

AvatarImg
AvatarImg

Gretchen G.

Telecommunications, 51-200 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

inContact - Powerful and Easy to use and configure

Reviewed 5 years ago

We have used inContact's software for 6 years now and it has helped our business scale on short notice. We have had a very good overall experience and highly recommend.

Pros

InContact's platform is very versatile and flexible allowing for multiple configurations. We have a very diverse setup and it is easy to customize, well laid out, and easy to restrict access for different profiles in the company.

Cons

I haven't found many drawbacks to this software, in fact, the more we use it and the more updates they do, the better it gets!

MF
AvatarImg

Mike F.

Telecommunications, 1,001-5,000 employees

Used daily for 2+ years

Review source

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

Share this review:

NICE CXone logo

NICE CXone

Ive been using incontact for 8 years now. The product is extremely easy to use and feature rich!

Reviewed 5 years ago
Pros

The product and interfaces are easy to use and understand. The amount of options and tasks that can be done are vast and it allows for major changes to made quickly. It allows for extreme flexibility and adjustments to business practices and processes allowing for significant cost savings and improved customer relations.

Cons

With so many closely tied systems and being cloud based it can be very difficult when there are outages or issues. It isn't as simple as restarting the servers and getting back online. At times outages can be vast and occur for quite some time as the right parties are engaged to resolve the issues.

JG
AvatarImg

Josette G.

Hospital & Health Care, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

Vonage Business Communications logo

Vonage Business Communications

Not impressed

Reviewed 6 years ago

There are a lot of cool features, but also a lot of features missing that we need to run our business efficiently.

Pros

The phones themselves are nice, and the price is very competitive.

Cons

Paging feature, call park, support

MD
AvatarImg

Matthew D.

1-10 employees

Used daily for less than 6 months

Review source

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

Share this review:

Vonage Business Communications logo

Vonage Business Communications

Their Business Suite

Reviewed 6 years ago

Vonage had a lot of nice features to their suite, however, pricing wasn't the best (especially for a start-up business)

Pros

No pros were added to this review

Cons

No cons were added to this review

ST
AvatarImg

Seth T.

Insurance, self-employed

Used daily for 6-12 months

Review source

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

Share this review:

Vonage Business Communications logo

Vonage Business Communications

Vonage for Business

Reviewed 5 years ago
Pros

Call forwarding Use from Mobile or Handset Texting is included on the mobile app, which is nice. Not difficult to set up

Cons

Bad call quality No picture mail I pretty much only use on my cell phone. I sell insurance and need clients to send me documents via text, but theres no picture mail option.

LW
AvatarImg

Lacie W.

1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

Vonage Business Communications logo

Vonage Business Communications

Moving Target

Reviewed 5 years ago

Do not go to this company if you will ever have any questions about your service.

Pros

Click to dial is nice to have - a time saver. Can monitor stats of calls online as well as manage your account.

Cons

Terrible customer service - we tried to get a new line set up and they would not disclose any pricing information and each time we called they had a different answer.

AR
AvatarImg

Verified reviewer

Legal Services, 51-200 employees

Used weekly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

Share this review:

Vonage Business Communications logo

Vonage Business Communications

Good software and app

Reviewed 2 years ago

Nice to be able to transfer from office to mobile so you're not stuck at the office phone if you have to step out during a call.

Pros

Easy to use and setup. I like that there is an app for smartphones. Nice to switch to and from mobile to office phone.

Cons

Audio quality can deteriorate at times on mobile, which can make it hard to use outside of the office.

TR
AvatarImg

Tracy R.

Marketing and Advertising, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

Share this review:

Vonage Business Communications logo

Vonage Business Communications

Call centers need reliable service

Reviewed a year ago

We used Vonage for our call center for a year. The features were great and the price was nice. The service was intermittent at best and not acceptable for daily use.

Pros

The cost and implementation was outstanding

Cons

The reliability was not acceptable for our business.

AR
AvatarImg

Verified reviewer

Used other for 2+ years

Review source

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

Share this review:

Vonage Business Communications logo

Vonage Business Communications

Not a bad experience at all.

Reviewed 5 years ago
Pros

This service was very handy when we lived in England. It was nice that we could call or family could call us and it rang as a local or regular long distance call at the time. We even hooked up a couple times to use from a hotel.

Cons

Calls were iffy at times, but that was more than likely or internet connection.

AvatarImg
AvatarImg

Arthur T.

Civil Engineering, 51-200 employees

Used weekly for less than 6 months

Review source

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

Share this review:

Vonage Business Communications logo

Vonage Business Communications

Confusing setup and service but good to use

Reviewed 3 years ago

The site is really good and easy to use once you learn it. You can manage it yourself without having to deal with service calls all the time. It is much cheaper than dealing with the phone company or some in house system as well. It is a good service.

Pros

They built a great site and give you control over everything. I can go in and setup things without relying on customer service for everything which is really nice. Customer service was very friendly and helpful with my questions. The equipment seems good too and at least the same or less cost than phone equipment with other services.

Cons

You have to learn some new terminology and how their system works. I wish they would incorporate definitions into their site to help you understand things better. The initial sign up was also very confusing. I got a lot of emails (too many) and wanting to setup an appointment. The appointment really didn't seem to be setting up my account services to our needs but a general overview of the site.

AvatarImg
AvatarImg

Shawn B.

Computer & Network Security, 11-50 employees

Used daily for 2+ years

Review source

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

Share this review: