NICE CXone vs Verint Open CCaaS comparison

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805 views|551 comparisons
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615 views|578 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
    KANA Enterprise, Verint Workforce Engagement Cloud
    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.

    In today's ever-changing business landscape, organizations are grappling with the need to adapt to the digital transformation while simultaneously improving customer experiences without incurring excessive labor costs. Traditional telephony-based Contact Center as a Service (CCaaS) solutions have struggled to keep pace with these changes, often lacking the functional maturity required to meet customer demands.

    Verint's Open CCaaS offers a fresh approach. Unlike closed-off platforms, it provides an open ecosystem that seamlessly integrates with diverse communication infrastructures, liberating businesses from vendor lock-ins. This openness extends beyond integration, empowering organizations to harness best-of-breed CX solutions, omnichannel routing, and UI flexibility while accommodating third-party applications. Verint's unwavering commitment to automation through AI and bots ensures scalable and efficient customer interactions, enabling companies to enhance CX and optimize resources.

    With the Verint Platform, businesses can confidently embark on their digital transformation journey, reaping real benefits such as a significant boost in NPS scores, reduced response times, increased agent productivity, lower cost per contact, and improved containment rates. Open CCaaS isn't just a solution; it's a transformative approach to customer engagement that aligns with the demands of the modern business landscape, making Verint the partner of choice for those seeking to close the Engagement Capacity Gap and secure a successful future in the digital age.

    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
    Top Industries
    REVIEWERS
    Media Company14%
    Outsourcing Company14%
    Wholesaler/Distributor14%
    Comms Service Provider14%
    VISITORS READING REVIEWS
    Financial Services Firm16%
    Computer Software Company14%
    Healthcare Company10%
    Manufacturing Company6%
    VISITORS READING REVIEWS
    Financial Services Firm28%
    Healthcare Company12%
    Government10%
    Insurance Company9%
    Company Size
    REVIEWERS
    Small Business57%
    Midsize Enterprise36%
    Large Enterprise7%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%
    VISITORS READING REVIEWS
    Small Business14%
    Midsize Enterprise11%
    Large Enterprise75%

    NICE CXone is ranked 4th in Workforce Engagement Management while Verint Open CCaaS is ranked 6th in Workforce Engagement Management. NICE CXone is rated 8.2, while Verint Open CCaaS is rated 0.0. 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, NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, Cisco Webex Contact Center and Zendesk, whereas Verint Open CCaaS is most compared with Genesys Cloud CX, Aspect Workforce Optimization, Calabrio WFM and Avaya Workforce Engagement.

    See our list of best Workforce Engagement Management vendors and best Contact Center as a Service (CCaaS) 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.