Kimberly Stump, R.T. (R), CTBSDonor Center Manager at Wytheville Community College
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
NICE (formerly NICE inContact) works with organizations of all sizes to create customer experiences that build deeper brand loyalty and relationships that last. With NICE CXone, a complete cloud customer experience platform, the vendor combines Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation, to enable an exceptional agent and customer experience—every time and on every channel.
NICE is recognized as a market leader by Gartner, IDC, Frost & Sullivan, Ovum and DMG.
- Industry’s best-published SLA of 99.99%
- Industry’s only guaranteed voice SLA
- 390,000+ cloud contact center agents
- 150+ countries
- 85 of Fortune 100 customers
Overall, NICE's platform and solutions combine contact center software with a national connectivity network of phone and Internet. Based in Salt Lake City, Utah, Nice inContact also operates an international headquarters in London, as well as the Philippines.
Calabrio WFM is ranked 6th in Workforce Engagement Management while NICE CXone is ranked 1st in Workforce Engagement Management with 6 reviews. Calabrio WFM is rated 0.0, while NICE CXone is rated 9.0. 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 WFM is most compared with Verint Workforce Engagement Cloud, NICE Workforce Optimization, Genesys Cloud, ZOOM Eleveo WFM and Genesys PureConnect, whereas NICE CXone is most compared with Genesys Cloud, Nuance IVR, Cisco Webex Contact Center and Five9.
See our list of best Workforce Engagement Management vendors.
We monitor all Workforce Engagement Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.