We performed a comparison between Calabrio ONE and NICE CXone based on real PeerSpot user reviews.
Find out in this report how the two Workforce Engagement Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules."
"Customer support is terrific. The team is personable, informed, and responsive."
"Being able to listen in on a call, which is exceptionally good with training."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."
"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."
"We are able to see the calls in queue and able to see if someone is available or not."
"Being able to "publish" or rerun the schedule for only one agent would be ideal."
"Give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world."
"It could improve the quality of calls."
"inContact should offer a way to send faxes."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."
"If you have hundreds of books, the initial download is slow."
"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
Calabrio ONE is ranked 7th in Workforce Engagement Management while NICE CXone is ranked 4th in Workforce Engagement Management. Calabrio ONE is rated 7.8, while NICE CXone is rated 8.2. The top reviewer of Calabrio ONE writes "The Copy Schedule Activities reduces time spent for changing activities. Agents are not able to cancel an approved request in the Time Off Request area". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Calabrio ONE is most compared with Genesys Cloud CX, Verint Open CCaaS, Aspect Workforce Optimization and Genesys PureConnect, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and LivePerson . See our Calabrio ONE vs. NICE CXone report.
See our list of best Workforce Engagement Management vendors.
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