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Top Rated
515 Ratings
24 Ratings
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Score 9.7 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
515 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

Cisco Business Edition 6000 (BE6000)

Cisco Business Edition 6000 is much more than just IP telephony, it is a complete collaboration solution that I recommend for scenarios with up to 1000 users and up to 2500 registered devices. Everything is virtualized on the UCS server. The BR 6000 meets any type of demand and is easy to install and configure on the network. We started to reduce the costs of communications infrastructure and maintenance expenses. The main features we use are IP telephony, video conferencing, and messaging. Licenses were purchased on demand according to the growth and expansion of personnel and devices.
Felipe Santos | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone is great for any sales floor looking to improve their closing and keep a well oiled sales team. It allows you to make sure you have available agents to take calls. Additionally, you can run reports over different metrics to help you make better future business decisions over how many agents you need during peak call hours. We are an inbound sales department, so I am not sure if NICE CXone is a good option for outbound sales dialing.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Cisco Business Edition 6000 (BE6000)
8.0
NICE CXone (formerly NICE inContact)
Hosted PBX
Cisco Business Edition 6000 (BE6000)
8.6
NICE CXone (formerly NICE inContact)
Multi-level Interactive Voice Response (IVR)
Cisco Business Edition 6000 (BE6000)
8.2
NICE CXone (formerly NICE inContact)
User templates
Cisco Business Edition 6000 (BE6000)
7.7
NICE CXone (formerly NICE inContact)
Call reports
Cisco Business Edition 6000 (BE6000)
6.7
NICE CXone (formerly NICE inContact)
Directory of employee names
Cisco Business Edition 6000 (BE6000)
8.8
NICE CXone (formerly NICE inContact)

Call Management

Cisco Business Edition 6000 (BE6000)
7.8
NICE CXone (formerly NICE inContact)
Answering rules
Cisco Business Edition 6000 (BE6000)
8.4
NICE CXone (formerly NICE inContact)
Call recording
Cisco Business Edition 6000 (BE6000)
8.2
NICE CXone (formerly NICE inContact)
Call park
Cisco Business Edition 6000 (BE6000)
8.2
NICE CXone (formerly NICE inContact)
Call screening
Cisco Business Edition 6000 (BE6000)
7.1
NICE CXone (formerly NICE inContact)
Message alerts
Cisco Business Edition 6000 (BE6000)
7.2
NICE CXone (formerly NICE inContact)

VoIP system collaboration

Cisco Business Edition 6000 (BE6000)
8.6
NICE CXone (formerly NICE inContact)
Video conferencing
Cisco Business Edition 6000 (BE6000)
8.3
NICE CXone (formerly NICE inContact)
Audio conferencing
Cisco Business Edition 6000 (BE6000)
9.0
NICE CXone (formerly NICE inContact)
Video screen sharing
Cisco Business Edition 6000 (BE6000)
8.2
NICE CXone (formerly NICE inContact)
Instant messaging
Cisco Business Edition 6000 (BE6000)
8.9
NICE CXone (formerly NICE inContact)

Mobile apps

Cisco Business Edition 6000 (BE6000)
8.0
NICE CXone (formerly NICE inContact)
Mobile app for iOS
Cisco Business Edition 6000 (BE6000)
8.0
NICE CXone (formerly NICE inContact)
Mobile app for Android
Cisco Business Edition 6000 (BE6000)
8.0
NICE CXone (formerly NICE inContact)

Contact Center Software

Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.3
Validate callers
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.3
Outbound response
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.4
Click-to-call (CTC)
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.5
Warm transfer
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
7.5
Interactive voice response
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.0
REST APIs
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
7.8
Call scripts
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.0
Call tracking
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.3
Recording
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.5
Quality management
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.5
Call analytics
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.3
Live reporting
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.0

Pros

Cisco Business Edition 6000 (BE6000)

  • It helps with easy installation and setup for new office / migration.
  • Supports Hybrid Cloud and on-prem deployments.
  • Scalable Solution - catering to upgrade from a legacy platform.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • One stop shop for all call center functionality.
  • The platform is only limited by your own imagination and skill, but NICE CXone has many partners to help develop ideas and solutions.
  • Very reliable and stable platform.
  • Good support model (much improved since we started with InContact 4 years ago).
Martin Lara | TrustRadius Reviewer

Cons

Cisco Business Edition 6000 (BE6000)

  • Cost could always be lower, but you get a solid product for your investment
  • Licensing can still be confusing if you need multiple products on the appliance
  • Redundancy/DR
Eric Taylor | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • My main issue with NICE CXone is that when we connect our cellphone with NICE, I need to click on accept calls from NICE Browser as well as click on accept calls on my cell. It would be better if I only need to click once.
  • Regarding the time report, while it has a nice layout to be able to choose date range and staffs search, it would be better if it is easier to use. For example, I first need to click DATE RANGE, then click Show options, then click add, then find the staffs name, then click done, then click run report. There are too many clicking to find one staff report. I am sure there is a better way to solve this.
  • When staffs log out, they first need to log out from Max agent browser. Then they also need to log out from NICE CXone. Many of them forgot to log out from both of them and they remain log in even when the browsers are closed. Would it be possible to make it more user friendly that when they close the browsers, they can automatically log out? Or they just need to log out from one of the two browsers.
Gordon Ng | TrustRadius Reviewer

Likelihood to Renew

Cisco Business Edition 6000 (BE6000)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Usability

Cisco Business Edition 6000 (BE6000)

Cisco Business Edition 6000 (BE6000) 8.2
Based on 1 answer
BE6K [is] not just a bare metal server ,it is [a] complete solution with its own management tools.
Oleksandr Tsapenko | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 340 answers
I give this rating because I do not use all the features from the software, but the ones I use are really good and easy to use plus really easy to understand. So a 10 is an excellent score on the features I use on a daily basis and to do a better job too.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Cisco Business Edition 6000 (BE6000)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 answers
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
Anonymous | TrustRadius Reviewer

Performance

Cisco Business Edition 6000 (BE6000)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
Based on 4 answers
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Business Edition 6000 (BE6000)

Cisco Business Edition 6000 (BE6000) 8.5
Based on 7 answers
I have a pretty good experience with the Cisco support. But we hat several numbers of Cisco TAC cases that were extreme difficult to manage. But at the end we found always a solution to implement. The knowledge and experience for this solution is existing and Cisco is working hard on this.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.4
Based on 6 answers
inContact only allows specific users to contact them for support. Even though I use the product daily and it accounts for a large amount of my workload, I still have to contact an authorized user to create an incident. These users are managers and their schedules are very busy. This can result in delays in incidents being opened and resolved.
Kevin Lintner | TrustRadius Reviewer

In-Person Training

Cisco Business Edition 6000 (BE6000)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.0
Based on 3 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
Anonymous | TrustRadius Reviewer

Online Training

Cisco Business Edition 6000 (BE6000)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

Cisco Business Edition 6000 (BE6000)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Business Edition 6000 (BE6000)

The only competitor that we have compared the Cisco Business Edition 6000 (BE6000) against has been Avaya, and that was only because it was during an acquisition. We are a Cisco shop and already have the management and expertise in Cisco, so it technically does not make sense for us to look at other options.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

Interactive IntelligenceCisco Express and Enterprise. InContact CXOne is very solid as a cloud platform and has great ease of use. However, it has areas of improvements to make it better, especially the Engage side of the company should be taken out of the stone age. Look at Calabrio's reliance and support as a benchmark for recordings.
Anonymous | TrustRadius Reviewer

Scalability

Cisco Business Edition 6000 (BE6000)

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Business Edition 6000 (BE6000)

  • This system facilities upgrading legacy phone systems to VoIP and lowers the total cost of ownership with cost-effective, time-saving operations.
  • Faster deployment times, with pre-installed, ready to use applications.
  • Support for Hybrid Cloud helps easier migration to cloud, if necessary.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • Tracking wait times by skill/phone line helps us see whether we need to move some of our agents into different types of calls. It also helps us plan for hiring/contracting more folks to address urgent needs. This improves the caller's experience because they wait less time on the phones when we are ready to take an increased call volume.
  • Back to tracking wait-times: we were able to prioritize hiring bilingual employees based on the volume of second language callers we were receiving on the language-specific lines. We were able to justify the need for additional resources and hiring priorities based on tracking caller's wait times. This improves our goal of providing equitable service to all callers.
Karla Marquez | TrustRadius Reviewer

Screenshots

Cisco Business Edition 6000 (BE6000)

Pricing Details

Cisco Business Edition 6000 (BE6000)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

NICE CXone (formerly NICE inContact)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Cisco Business Edition 6000 (BE6000)
8.7
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.6

Usability

Cisco Business Edition 6000 (BE6000)
8.2
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
7.2

Performance

Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.0

Support Rating

Cisco Business Edition 6000 (BE6000)
8.5
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
7.0

Online Training

Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.3

Implementation Rating

Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
8.2

Scalability

Cisco Business Edition 6000 (BE6000)
NICE CXone (formerly NICE inContact)
6.7

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