Home > Business Phone Systems > Bitrix24 > Bitrix24 vs CXone

Bitrix24 vs CXone

Last Updated:

Our analysts compared Bitrix24 vs CXone based on data from our 400+ point analysis of Business Phone Systems, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Bitrix24 Software Tool
CXone Software Tool
Get Free Demo Demo    Request Pricing Pricing
Get Free Demo Demo    Request Pricing Pricing

Product Basics

Analyst Rating

80 Detailed Analysis

User Sentiment

Great User Sentiment (1460 Reviews)

Analyst Rating

83 Detailed Analysis

User Sentiment

Great User Sentiment (2776 Reviews)
Bitrix24 facilitates the execution of the customer journey. It supplies organizations with tools for marketing, sales and customer service activities such as lead generation, marketing automation, campaign management and call center support.

It comes with a free edition for companies with less advanced needs or a smaller budget. Deployment is available in the cloud and on-premise. It’s suitable for smaller businesses as well as enterprises with up to 50,000 employees.
read more...
CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.

Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.
read more...
$39 Monthly
Free Trial is available →
Get a free price quote
Tailored to your specific needs
$100/User, Monthly
Free Trial is available →
Get a free price quote
Tailored to your specific needs
Small 
i
Medium 
i
Large 
i
Small 
i
Medium 
i
Large 
i
Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Automate Sales and Marketing Activities: Streamline time-consuming tasks with autoresponders, email sequences, reminder notifications and more. Apply set rules for sending messages on multiple channels, creating tasks, adding an item to a calendar, changing the status of a lead or deal and targeting on social media sites. Triggers include incoming messages, web form submissions, incoming calls and incoming emails.;
  • Track KPIs: Analytics and reporting capabilities provide an in-depth view of performance for metrics such as deals, leads, activity and sales. Custom fields pull metrics beyond what the standard reports generate.;
  • Connect With Third-Party Apps: Extend the system’s capabilities with over 100 apps for accounting, project management, VoIP integration, chatbots, HR and more. Integrations include Zapier, Google Analytics, Zendesk, Evernote and PayPal. A REST API allows creation of additional apps.;
  • Manage Client Projects: Handle project details, create tasks, collaborate with clients and track billable hours without using a third-party tool.;
  • Know Your Customers: Rich profiles provide a 360-degree view of all contacts, leads and customers, including timelines for tracking interactions. Comment, conduct calls, send messages, set tasks and more from a central dashboard.;
  • Organize Schedules: Manage appointments and view availability with built-in calendars. The system also confirms meetings, sends reminders, connects external calendar apps and shares calendars with other participants.;
  • Build Web Forms: Support lead generation efforts, leverage contact, support and feedback templates, and generate forms for online payments, with all data captured in Bitrix24. Forms are embeddable and include an opt-in checkbox.;
read more...
  • Enhanced Customer Satisfaction: CXone empowers you to understand and meet customer expectations, fostering loyalty and positive brand perception.
  • Increased Revenue Generation: By streamlining customer interactions and resolving issues swiftly, CXone helps businesses convert leads into loyal customers, driving revenue growth.
  • Improved Agent Productivity: CXone's intuitive interface and automated workflows enable agents to handle customer inquiries efficiently, maximizing productivity and reducing operational costs.
  • Personalized Customer Experiences: CXone's robust CRM capabilities allow businesses to tailor interactions based on customer preferences, creating personalized experiences that foster engagement and build lasting relationships.
  • Data-Driven Decision Making: CXone provides comprehensive analytics and reporting, empowering businesses to make informed decisions based on customer feedback and performance metrics.
  • Omnichannel Support: CXone seamlessly integrates multiple communication channels, ensuring customers can connect with businesses through their preferred methods, enhancing convenience and accessibility.
  • Reduced Customer Churn: By proactively identifying and addressing customer pain points, CXone helps businesses retain customers, reducing churn rates and preserving valuable revenue streams.
  • Improved Employee Engagement: CXone's user-friendly platform and collaborative tools empower agents, fostering job satisfaction and reducing employee turnover.
  • Scalability and Flexibility: CXone is designed to accommodate businesses of all sizes, providing the flexibility to adapt to changing customer needs and business growth.
  • Cloud-Based Accessibility: CXone's cloud-based architecture ensures accessibility from anywhere, enabling businesses to provide consistent customer support regardless of location.
read more...
  • Pipeline Management: A kanban layout provides a visual view of your pipeline. The software supports custom deal stages and multiple pipelines. 
  • Campaign Management: This feature lets you build dynamic or static audience segments, run advertising campaigns on social networks, and set up campaigns across channels such as bulk mail and instant messaging. It includes campaign templates and metrics. 
  • Call Center Capabilities: Features include: 
    • PBX (private branch exchange) functionality for routing, queueing, voicemail, call transfers and forwarding, employee extensions, and recording.
    • Telemarketing features such as voice or SMS broadcasting, automatic call transcribing and callback requests.
    • Local numbers across more than 50 countries.
    • Integration with RingCentral and other VoIP tools.
  • Customer Support Tools: Post business hours, send canned replies, route and transfer conversations, and view client and supervisor ratings with a live support widget. A helpdesk feature provides tickets, SLAs, statuses and case priority. A multichannel contact center lets service teams provide email and telephone support, live chat, social media support and more. 
  • Document Management: Manage quotes and invoices, create custom documents, set up recurring invoices and build a product catalog. Documents support e-signature, and the kanban layout shows what stage invoices are at. Includes multi-currency support and tax capabilities, with accounting achieved via integrations with Xero and QuickBooks. 
  • Mobile Apps: Free iOS and Android apps are available. 
  • Self-Hosted Solution: The on-premise solution is a scalable platform offering: 
    • LDAP and Active Directory support.
    • Web clustering.
    • Multiple single sign-on (SSO) options and robust security features such as two-factor authentication and RSA encryption.
    • Modules for eLearning, a helpdesk and idea management, which aren’t available in the cloud version.
    • Access to the source code for full customization.
    • Deployment on any major server, including readiness for AWS deployment
    • 30-day trial.
read more...
  • Automatic Call Distribution: Connect more customers with the appropriate resources and resolve an increased number of interactions faster. Employ differentiated routing that uses customer data and sentiment for a better overall customer experience. Make use of an intuitive, visual tool with predefined components and collaborate on routing flows.
  • Interactive Voice Response: Avoid the time spent on asking customers the same questions repeatedly. Automate requests through the IVR to facilitate the resolution process. Connect the data using the out-of-the-box CRM, virtual agent and database integrations.
  • Predictive Dialer: Run voice and digital campaigns in an instant. Increase productivity with no pause dialing, reducing hang-ups. Blend inbound and outbound interactions across channels. Choose from various dialing options to ensure compliance even within one campaign.
  • Interaction Channels: Select from over 30 digital and voice channels and instantly grant access to agents whenever required. Increase productivity with control, insight and a consistent interface. Maintain routing for all digital and voice channels with a visual, intuitive tool. Provide customers flexibility and offer virtually any communication channel that satisfies their needs.
  • Conversational AI and Chatbots: Leverage BYO-bot framework to deploy and manage virtual agents and intelligent bots. Handle more customer interactions with pre-built NLP-powered bots. Expand self-service for routine requests. Blend conversational self-service with agent assistance, leading to hassle-free customer journeys.
  • Improved Chat: Streamline chat handling with messaging templates, reducing typing and improving speed. Use bots to collect customer data or automate repetitive steps. Use a single platform to administer and manage the chat channel. Deliver real-time guidance to customers along with co-browsing and hands-on support. Identify when high-value customers are lost or struggling.
  • Messaging: Choose from the most extensive selection of natively implemented channels. Integrate virtually any digital channel with BOYC. Grant agents cross-channel history and add custom fields for customer information, sentiment and more. Analyze data for any digital avenues, including SMS, bots, social messaging and monitoring chat. Handle inbound SMS easily using consistent control and interfaces.
  • Call and Screen Recording: Adhere to PCI, GDPR and HIPAA requirements. Make sure that recordings are always secure and protected. Access and play recordings back without any hassles. Unify call, digital and screen recordings in one interface. Ensure built-in flexibility to meet recording and collaboration needs on the go.
  • FedRAMP: Provide customers with omnichannel options. Facilitate workforce engagement to create an organized, happy and productive environment for employees. Use security protocols to protect private data. Enable staff to serve customers promptly and efficiently.
  • UCaaS Integrations: Help connect agents to valuable experts. Allow pre-built APIs to create a single view for all agent interactions. Identify agent availability for a call or chat and update corporate directories frequently. Connect the agent workforce with leading applications from Microsoft, RingCentral, Zoom, Atos and more.
  • CRM Integrations: Help agents understand customers in a better way. Deploy, scale and extend with a pre-built integration. Increase efficiency with a unified agent desktop and reduce both time and effort. Make informed decisions relying on gainful insights.
  • Interaction Analytics: Improve interactions across channels by identifying outcomes, evaluating the customer experience and more. Prioritize and attack the best improvement opportunities.
  • Real-Time Interaction Guidance: Build rapport and encourage active listening based on AI models that understand customer cues. Provide immediate feedback and use easy-to-understand prompts and specific recommendations.
  • Voice-as-a-Service: Integrate software, infrastructure and telephone into one centralized solution. Eliminate the hassle of dropped and abandoned calls. Use automated provisioning and number porting to save time.
  • Customer Authentication: Validate a customer in the first few seconds of a conversation. Strengthen fraud prevention and ensure safeguarding. Diversify self-service to meet everyday needs such as account balance, points status, password resets and more that need authentication.
read more...

Product Ranking

#20

among all
Business Phone Systems

#29

among all
Business Phone Systems

Find out who the leaders are

Analyst Rating Summary

80
83
66
88
82
88
90
80
Show More Show More
Integration & extensibility
Mobile features
Phone numbers
Security
Collaboration
Integration & extensibility
Security
Voicemail & messaging
Call coverage
Calling features

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Bitrix24
CXone
+ Add Product + Add Product
Call Coverage Calling Features Collaboration Mobile Features Phone Numbers Phone System Voice Intelligence & Analytics Voicemail & Messaging 66 82 90 100 100 62 80 71 88 88 80 18 75 84 85 100 0 25 50 75 100
64%
0%
36%
86%
0%
14%
80%
0%
20%
88%
0%
12%
87%
0%
13%
71%
0%
29%
100%
0%
0%
17%
0%
83%
100%
0%
0%
75%
0%
25%
57%
0%
43%
79%
0%
21%
71%
0%
29%
86%
0%
14%
71%
0%
29%
100%
0%
0%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%
0%
0%
100%
0%
0%
100%
0%
0%
100%
0%
0%

User Sentiment Summary

Great User Sentiment 1460 reviews
Great User Sentiment 2776 reviews
82%
of users recommend this product

Bitrix24 has a 'great' User Satisfaction Rating of 82% when considering 1460 user reviews from 5 recognized software review sites.

84%
of users recommend this product

CXone has a 'great' User Satisfaction Rating of 84% when considering 2776 user reviews from 5 recognized software review sites.

4.7 (19)
4.3 (21)
4.1 (515)
4.3 (1260)
4.1 (804)
4.2 (509)
4.2 (27)
4.3 (197)
4.1 (95)
4.1 (789)

Synopsis of User Ratings and Reviews

Budget-Friendly: 87% of users mentioning this aspect suggested that the software is inexpensive and fits well for any size organizations, providing good value for the price.
Workflows: It automates many tasks to make work easier, according to 88% of reviews about workflows.
Report Generation: 64% of user reviews referencing this feature indicated the reporting tool is useful.
Integration: The platform integrates all the necessary applications that users need, as observed by 67% of reviewers mentioning integration.
Customization: Users can customize Bitrix24 based on their needs, according to 66% of reviews mentioning customization.
Device Compatibility: It works well on all kinds of devices and various digital networks, according to 75% of users who reference compatibility.
Show more
Seamless Omnichannel Experience: CXone unifies customer interactions across multiple channels, providing a consistent and personalized experience.
Robust Analytics and Reporting: CXone offers comprehensive analytics and reporting capabilities, enabling businesses to track key metrics and identify areas for improvement.
AI-Powered Automation: CXone leverages AI to automate repetitive tasks, freeing up agents to focus on more complex customer interactions.
Easy-to-Use Interface: CXone's intuitive interface makes it easy for agents to navigate and manage customer interactions efficiently.
Exceptional Customer Support: CXone provides dedicated customer support, ensuring businesses receive prompt assistance and guidance when needed.
Show more
User Interface: 57% of users mentioning the UI said it was difficult to understand and use for daily operational tasks.
Customer Support: 100% of users who talked about support remarked that it wasn’t prompt and supportive in solving product-related queries.
Unnecessary Features: 50% of the users referring to capabilities noted the platform has many unnecessary features that never come to use.
Show more
Limited Customization: Users have reported that CXone's customization options are somewhat limited, making it difficult to tailor the platform to their specific business needs.
Steep Learning Curve: Some users have found CXone's interface to be complex and challenging to navigate, requiring a significant investment of time and effort to become proficient.
Integration Challenges: Users have encountered difficulties integrating CXone with their existing systems, leading to data silos and inefficiencies.
Pricing Concerns: CXone's pricing structure has been criticized for being complex and lacking transparency, making it difficult for users to accurately estimate their costs.
Limited Reporting Capabilities: Users have expressed dissatisfaction with CXone's reporting capabilities, citing a lack of flexibility and customization options.
Show more

Bitrix24 is a collaboration platform that handles various tasks such as communications, notifications, subscriptions, reporting, workflow management and more. Automation, customization and integrations are a few noteworthy features. However, reviews noted that there are too many features and that the platform isn’t user-friendly. In addition, users found customer support unhelpful. Overall, it has all the basic CRM features along with extras like project management not always found in CRMs. That, along with a free subscription, makes it a good choice for companies on a tight budget.

Show more

CXone is a popular customer experience software that has received positive user reviews over the past year. Users appreciate its ease of use, comprehensive features, and ability to integrate with other business systems. CXone's strengths include its intuitive interface, which makes it easy for users to navigate and find the information they need. It also offers a wide range of features, including customer relationship management (CRM), marketing automation, and analytics, which allows businesses to manage all aspects of their customer interactions in one place. Additionally, CXone's open API allows it to be easily integrated with other business systems, such as ERP and CRM systems, which can help businesses streamline their operations. While CXone is a strong product, it does have some weaknesses. Some users have reported that it can be expensive, especially for small businesses. Additionally, CXone's reporting capabilities are not as robust as some other products on the market. However, CXone's strengths outweigh its weaknesses, and it is a good choice for businesses that are looking for a comprehensive customer experience solution. CXone is most suited for businesses that are looking for a comprehensive customer experience solution that is easy to use, feature-rich, and can be integrated with other business systems. CXone is a good choice for businesses of all sizes, but it is particularly well-suited for small businesses that do not have the resources to invest in a more expensive solution.

Show more

Screenshots

Top Alternatives in Business Phone Systems

3CX
8x8
CXone
Dialpad
Freshcaller
Fuze
GoToConnect
MiCloud Connect
Microsoft Teams
Nextiva
Ooma Office
RingCentral
Vonage
Zoom

Related Categories

Accounting CRM Software
Agile Project Management Software
AI Chatbots
ALM Tools
Android CRM Software
Auto Attendant Systems
Auto Dialer Software
Automatic Call Distribution Software
Automotive CRM Software
Business Phone Service Providers
Call Center Scripting Software
Call Center Software
Call Center Software for Small Businesses
Call Monitoring Software
Call Recording Software
Call Tracking Software
Casino CRM Software
Channel Management Software
Chatbot Platforms
Chatbot Software
Chatbots For Support
Church CRM Software
Cloud CRM Software
Cloud PBX
Cloud Phone Systems
CMS Software
Collaboration Software
Complaint Management Software
Computer Telephony Integration Software
Conference Call Services
Conference Calling Software
Construction CRM Software
Contact Management Software
Conversational AI Platforms
Creative Project Management Software
CRM For Commercial Real Estate
CRM For Consulting
CRM For Macs
CRM Insurance
CRM Software
CRM Software For Project Management
Custom CRM Software
Customer Analytics Software
Customer Data Platforms
Customer Database Software
Customer Engagement Platforms
Customer Journey Mapping Software
Customer Profile Software
Customer Retention Software
Customer Service Software
Customer Success Software
Demand Generation Software
Digital Asset Management Software
Distribution CRM Software
Document Management Software
ECM Software
Ecommerce CRM Software
Email Management Software
Email Marketing Software
Email Ticketing Systems
Email Tracking Software
Engineering Project Management Software
Financial Services CRM Software
Fundraising CRM Software
Gantt Chart Software
Help Desk CRM Software
Help Desk Software
Help Desk Software For Schools
Higher Education CRM Software
Hotel CRM Software
Inbound Marketing Tools
Influencer Marketing Software
Innovation Software
Issue Tracking Software
IT Project Management Software
IT Ticketing Systems
IVR Systems
Kanban Software
Knowledge Base Software
Knowledge Management Software
Lead Generation Software
Lead Management Software
Legal CRM Software
Live Chat For Customer Service & Support
Live Chat Software
Manufacturing Project Management Software
Market Intelligence Software
Marketing Agency Software
Marketing Analytics Software Tools
Marketing Attribution Software
Marketing Automation Software
Marketing Platforms
Marketing Project Management Software
Marketing Resource Management Software
Mortgage CRM Software
Online CRM Software
Online Help Desk Software
Online Project Management Software
PBX Phone Systems
Pharmaceutical CRM Software
Predictive Dialer Software
Press Release Distribution Software
Product Management Software
Product Roadmap Software
Project Management Software
Project Management Software For Architects
Project Management Software For Mac
Project Management Software For Nonprofits
Project Planning Software
Project Scheduling Software
Project Tracking Software
Records Software
Remote Help Desk Software
Resource Management Software
Resources Scheduling Software
Restaurant CRM Software
Retail CRM Software
Sales Enablement Software
Sales Force Automation Software
Sales Management Software
Sales Mapping Software
Sales Software
Screen Sharing Software
Scrum Software
Service Request Software
SIP Clients
SIP Trunk Providers
Small Business Phone Systems
SMS Marketing Software
Status Reporting Software Tools
Task Management Software
Team Management Software
Ticketing Software
Travel Agency Software
Venue Management Software
Virtual Phone Systems
VoIP Phone Service Providers
VoIP Phone Systems
VoIP Softphones
VoIP Software
Workflow Software
Show more
Auto Attendant Systems
Auto Dialer Software
Automatic Call Distribution Software
Business Phone Service Providers
Call Center Scripting Software
Call Center Software
Call Center Software for Small Businesses
Call Monitoring Software
Call Recording Software
Call Tracking Software
Cloud PBX
Cloud Phone Systems
Computer Telephony Integration Software
Conference Call Services
Conference Calling Software
Customer Experience Software
IVR Systems
PBX Phone Systems
Predictive Dialer Software
Screen Sharing Software
SIP Clients
SIP Trunk Providers
Small Business Phone Systems
Virtual Phone Systems
Voice of the Customer Software
VoIP Phone Service Providers
VoIP Phone Systems
VoIP Softphones
VoIP Software
Show more

Head-to-Head Comparison

Bitrix24 VS 3CX
Bitrix24 VS 8x8
Bitrix24 VS CXone
Bitrix24 VS Dialpad
Bitrix24 VS Freshcaller
Bitrix24 VS Fuze
Bitrix24 VS GoToConnect
Bitrix24 VS MiCloud Connect
Bitrix24 VS Microsoft Teams
Bitrix24 VS Nextiva

WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more...

SelectHub Products Reporting and Analytics
Build Your Requirements
SelectHub Products Cost and Pricing Guide
Get Your Free Comparison Report
Compare products
Comparison Report
Just drag this link to the bookmark bar.
?
    Table settings