NICE CXone vs Vonage Business Communications Comparison

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.

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

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!

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

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.

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.

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.

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.

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

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

Cost per user was a but high, but understandable.

Aaron, thanks so much for your comments!

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

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

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

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

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

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

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

This software is very cool and very useful

Its features are very cool, you should also use it

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

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

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

I think custom reports could be improved.

Great to hear! Thanks, Juan!

Easy to navigate and understand for the whole team

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

Thanks so much Brandie! Happy to hear!

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.

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.

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

Reasonably nice and well intention middle management.

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...

Read more

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.

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.

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.

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.

Thank you for your feedback.

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.

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

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.

No cons were added to this review

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.

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

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

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.

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...

Read more

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.

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.

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.

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.

Thank you, Bertis!

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.

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...

Read more

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.

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.

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!

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.

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.

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

Paging feature, call park, support

No pros were added to this review

No cons were added to this review

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

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.

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

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.

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

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

The cost and implementation was outstanding

The reliability was not acceptable for our business.

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.

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

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.

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.