NICE CXone vs Office 365 comparison

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805 views|551 comparisons
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3,269 views|1,682 comparisons
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""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.""I have found the ease of use of the ACD to be most valuable along with the inView dashboard.""It has the ability to edit the HTML, as well as the WYSIWYG.""Customer support is terrific. The team is personable, informed, and responsive.""We are able to see the calls in queue and able to see if someone is available or not.""Being able to listen in on a call, which is exceptionally good with training.""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."

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"Many of the features in Office 365 are good, but I think Excel is a very good tool.""I like all of the features.""There are no more server and hardware operational costs and downtime, updates, etc. for all the workloads available. Newer features and updates are available immediately. Can be managed from a single web interface. Cloud-based, so same experience for all users, regardless of location.""The cloud service and Skype are the most valuable features.""Adaptable solution with a good interface. It's easy to set up and easy to use.""It's very stable.""The integration with other applications is pretty good.""Most of the work that seems not to work offline works perfectly with Microsoft Office 2013, like converting a Word document to a PDF file."

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Cons
"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.""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.""One of the biggest missing pieces is a link checker.""I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific.""If you have hundreds of books, the initial download is slow.""There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release.""It is a hassle, if you are busy and caught up with something, that it will log you out.""inContact should offer a way to send faxes."

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"It seems like every other week when we log into the administrative portals, it doesn't matter which one, it could be the active directory portal, it could be the exchange admin center or SharePoint admin center, it seems like Microsoft is consistently updating with new versions of the admin centers, which can be frustrating.""The feature to convert PDF file to a Word document needs improvement as well as the feature to save the file automatically when typing, without using the save command.""The integration with mobile services is not so good. It's coming, but they could improve a lot.""In the next release, I would like to have a more intuitive tutorial.""As a private user, I do not appreciate the cloud features, but I doubt that this is something Microsoft would consider a feature request.""A need that a company like ours has is that we want to be able to have data flow into one tool, for example, for all the management of tasks through the company and workflow of who is doing what and so on. There are no real solutions for this at the moment in Office 365. It would be nice if they could implement this in the next release, so we can have one solution from one company giving us the whole data and flow of data into the company.""Integration between Outlook calendar and Google Calendar would be a good improvement since many of our team use Android phones and personal Gmail accounts as their main calendar application.""In terms of improvement, it should have tutorials when you first have the opportunity to use it, to be able to really learn it."

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Pricing and Cost Advice
  • "We had a custom setup that cost us some money."
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  • "Licensing, billing, and accounting are available from the management interface."
  • "Good reporting and good value subscriptions for international calls."
  • "​The pricing/licensing is easy to manage."
  • "The pricing is good for all the features that we receive, e.g., Skype for Business."
  • "The pricing is not really high, but one can get the software with the license key for free."
  • "The pricing is high and has actually caused us to limit the number of licenses we purchase due to budgeting."
  • "I think that we pay $9.99 USD per user, monthly."
  • "Most of the time, we purchase Microsoft Exchange licenses, which are less expensive and provide only an email platform and 50 gigabytes of email storage for free."
  • More Office 365 Pricing and Cost Advice →

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    Questions from the Community
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    Top Answer:The most valuable feature of Office 365 is automatic saving. If something happens on the computer your work is saved.
    Top Answer:I’m not sure of the exact cost. In the past, it might have been free. However, now, people do need to pay in order to use it. I would put the pricing around two out of five. It's not the cheapest… more »
    Top Answer:Office 365 could be easier to use at first. Tutorials are needed to know how to use the solution.
    Ranking
    Views
    805
    Comparisons
    551
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    Views
    3,269
    Comparisons
    1,682
    Reviews
    14
    Average Words per Review
    444
    Rating
    8.1
    Comparisons
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    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
    Microsoft Office 365, Office 365 Enterprise, Office 365 Enterprise E1, Office 365 Enterprise E3, Office 365 Enterprise E5, Office 365 ProPlus, Office 365 Business, Office 365 Business Essentials, Office 365 Business Premium, Office 365 F1
    Learn More
    Overview

    NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

    The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

    • Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
    • Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
    • Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
    • Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

    Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

    CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

    Office 365 is more than just Word, Excel, PowerPoint, and Outlook. It provides powerful services like business-class email, online storage, and teamwork solutions that you can access from anywhere. Bring teams and resources together with solutions like Microsoft Teams and Skype for Business that make working together more productive and enjoyable regardless of where participants are located. Easily implement security and privacy controls to help protect business data and devices against malicious threats and help you meet your compliance obligations. Automatic updates ensure your employees will always have the latest features and security updates.

    Sample Customers
    MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy
    Me & the Bees Lemonade
    Top Industries
    REVIEWERS
    Outsourcing Company14%
    Wholesaler/Distributor14%
    Comms Service Provider14%
    Computer Software Company14%
    VISITORS READING REVIEWS
    Financial Services Firm16%
    Computer Software Company14%
    Healthcare Company10%
    Manufacturing Company6%
    REVIEWERS
    Computer Software Company25%
    Manufacturing Company19%
    Financial Services Firm13%
    Aerospace/Defense Firm3%
    VISITORS READING REVIEWS
    Educational Organization75%
    Computer Software Company4%
    Financial Services Firm3%
    Government2%
    Company Size
    REVIEWERS
    Small Business57%
    Midsize Enterprise36%
    Large Enterprise7%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%
    REVIEWERS
    Small Business48%
    Midsize Enterprise23%
    Large Enterprise30%
    VISITORS READING REVIEWS
    Small Business7%
    Midsize Enterprise78%
    Large Enterprise15%

    NICE CXone is ranked 4th in Workforce Engagement Management while Office 365 is ranked 3rd in Content Collaboration Platforms with 54 reviews. NICE CXone is rated 8.2, while Office 365 is rated 8.4. 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". On the other hand, the top reviewer of Office 365 writes "Excellent technical support, easy to install, but the price, while affordable, could be improved". NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Five9, whereas Office 365 is most compared with Atlassian Confluence, Amazon WorkDocs, Citrix ShareFile, Box and Dropbox.

    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.