NICE inContact vs XCALLY Comparison

Overview

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

XCALLY is an omnichannel contact centre management solution and customer care suite for inbound, outbound and blended contact centers

  • 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
$100.00/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

132

143

40

16

6

  • Value for money
  • Ease of use
  • Features
  • Customer support
87%
would recommend this app

4.8

(79)

5

4

3

2

1

68

8

3

0

0

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

Pros

I like the fact that this dialer integrates well with Salesforce, we make high volume of calls and inContact does its job well, when it does not they have a good customer service with good follow up.
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.
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.

Pros

The existing omni-channel function is great, but I was impressed that you could use CallySquare to create a new solution.
The team is really reactive and ready to help. The price is really interesting when you look about all the functionnality included on.
An excellent solution for managing the customer relationship.

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

When doing multi-tenant customer support, it is a bit confusing when the number of queues increases, as there are places where it is difficult to visually identify which tenants (queues) are accessed.
They still don't have an iOS app and they already have for it Android. Initially we got confused about the difference between users and agents, but that is not an issue anymore.
Missing features that must be developed. Many requests for support from our customers because not easy to use.
  • Vendor responds to reviews
  • Last review2 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features40
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Auto-Dialer
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Business Intelligence
  • CRM Integration
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization
  • Chat
  • Chat Transcript
  • Client Management
  • Computer Telephony Integration
  • Contact History
  • Contact Management
  • Custom Fields
  • Custom Forms
  • Customer History
  • Customer Service Analytics
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Database Integration
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Alerts
  • Email Integration
  • Email Notifications
  • Employee Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • Help Desk Integration
  • IVR / Voice Recognition
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Permission Management
  • Predictive Dialer
  • Progressive Dialing
  • Queue Manager
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Request Routing
  • SMS Integration
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Visual Analytics
  • Voice Mail
  • Total features54
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Auto-Dialer
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Business Intelligence
  • CRM Integration
  • Call Center Management
  • Call Disposition
  • Call List Management
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization
  • Chat
  • Chat Transcript
  • Client Management
  • Computer Telephony Integration
  • Contact History
  • Contact Management
  • Custom Fields
  • Custom Forms
  • Customer History
  • Customer Service Analytics
  • Customizable Reporting
  • Customizable Templates
  • Dashboard Creation
  • Database Integration
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Alerts
  • Email Integration
  • Email Notifications
  • Employee Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • Help Desk Integration
  • IVR / Voice Recognition
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Permission Management
  • Predictive Dialer
  • Progressive Dialing
  • Queue Manager
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Reporting & Statistics
  • Request Routing
  • SMS Integration
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Survey Management
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Visual Analytics
  • Voice Mail

Integrations

  • Total integrations22
  • 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 integrations18
  • 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

NICE inContact vs. XCALLY

See how NICE inContact and XCALLY 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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