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NICE CXone vs Verint Open CCaaS comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

NICE CXone
Ranking in Workforce Engagement Management
4th
Ranking in Contact Center as a Service (CCaaS)
7th
Average Rating
8.2
Number of Reviews
12
Ranking in other categories
IVR Systems (3rd), Knowledge Management Software (7th)
Verint Open CCaaS
Ranking in Workforce Engagement Management
6th
Ranking in Contact Center as a Service (CCaaS)
10th
Average Rating
0.0
Number of Reviews
0
Ranking in other categories
Speech Analytics (3rd)
 

Mindshare comparison

As of November 2024, in the Workforce Engagement Management category, the mindshare of NICE CXone is 10.7%, up from 8.9% compared to the previous year. The mindshare of Verint Open CCaaS is 10.2%, up from 9.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Workforce Engagement Management
 

Featured Reviews

James Arvidson - PeerSpot reviewer
Sep 6, 2024
A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen
One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pricing and Cost Advice

"We had a custom setup that cost us some money."
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Top Industries

By visitors reading reviews
Financial Services Firm
16%
Computer Software Company
12%
Healthcare Company
10%
Manufacturing Company
8%
Financial Services Firm
26%
Healthcare Company
17%
Computer Software Company
12%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What needs improvement with NICE CXone?
One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about u...
What is your primary use case for NICE CXone?
I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their...
What advice do you have for others considering NICE CXone?
Overall, I rate the solution an eight out of ten.
Ask a question
Earn 20 points
 

Also Known As

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy
KANA Enterprise, Verint Workforce Engagement Cloud
 

Learn More

 

Overview

 

Sample Customers

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
Albelli, Carphone Warehouse, Conrad Electronic Benelux, Sears, Cheshire West and Chester Council, Tilburg University, North Ayrshire Council, Falkirk Council, City of San Francisco, City of Minneapolis
Find out what your peers are saying about Genesys, Five9, NICE and others in Workforce Engagement Management. Updated: October 2024.
814,649 professionals have used our research since 2012.