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NICE inContact vs Verint Comparison

Overview

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

Verint Workforce Optimization helps contact centers and customer care teams to monitor, evaluate & improve their performance,...

  • 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

Screenshots

Pricing

Starting from
$100/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
/
No info available
/
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

175

167

50

17

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
88%
would recommend this app

4.3

(6)

5

4

3

2

1

2

4

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

Pros

I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time.
It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.
Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging.

Pros

Not enoughreviews yet

Cons

Constant email outage notifications for products I dont have, and then when our system DOES fail (inevitably), the e-mail comes 20 minutes after the outage.
If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do.
But the numbers seemed wrong. So I pull Contact History, and select for abandons to show.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last reviewa month ago
  • Vendor responds to reviews
  • Last reviewN/A

Key features

  • Total features40
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Automatic Lead Distribution
  • CRM Integration
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Categorization
  • Chat
  • Custom Forms
  • Customer History
  • Customer Service Analytics
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Employee Management
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Monitoring
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Permission Management
  • Predictive Dialer
  • Progressive Dialing
  • Queue Manager
  • Request Routing
  • SMS Integration
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Voice Mail
  • Total features3
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Automatic Lead Distribution
  • CRM Integration
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Categorization
  • Chat
  • Custom Forms
  • Customer History
  • Customer Service Analytics
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Employee Management
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Monitoring
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Permission Management
  • Predictive Dialer
  • Progressive Dialing
  • Queue Manager
  • Request Routing
  • SMS Integration
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Voice Mail

Integrations

  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations8
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

User reviews that mention these apps

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

Share this review:

NICE inContact

Constant Service Issues, Terrible Customer Support

Reviewed 4 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

NICE inContact vs. Verint

See how NICE inContact and Verint stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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