What users are saying about
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Top Rated
344 Ratings
13 Ratings
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Score 8 out of 100

NICE inContact CXone

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Top Rated
344 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Cisco IP Phone 6800 Series

Great for group calls - the rollover feature is good. It makes it easy to have hotlines. The audio is clear and consistent. Easy to access voice messages and you can see you have voice messages without having to dial in through your number. The speed dial is easy to use - this comes in handy because we are often calling the same departments over and over - with a touch of a button we are able to connect right away; with out looking at a hand out for the digits.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone is good for a team doing any sort of calling. It makes calling, managing calls, holding, transferring, conferencing, scheduling, organizing, and things of that nature very easy, thus making the process of work very seamless and easy.It also helps with scheduling, and communication between team membersIt wouldn't be well suited for teams who don't do calling, although some features would be helpful if calling is not being done.
Anthony Castellanos | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco IP Phone 6800 Series
NICE inContact CXone
8.1
Agent dashboard
Cisco IP Phone 6800 Series
NICE inContact CXone
8.3
Validate callers
Cisco IP Phone 6800 Series
NICE inContact CXone
8.3
Outbound response
Cisco IP Phone 6800 Series
NICE inContact CXone
8.2
Call forwarding
Cisco IP Phone 6800 Series
NICE inContact CXone
8.3
Click-to-call (CTC)
Cisco IP Phone 6800 Series
NICE inContact CXone
8.5
Warm transfer
Cisco IP Phone 6800 Series
NICE inContact CXone
8.5
Predictive dialing
Cisco IP Phone 6800 Series
NICE inContact CXone
7.4
Interactive voice response
Cisco IP Phone 6800 Series
NICE inContact CXone
8.0
REST APIs
Cisco IP Phone 6800 Series
NICE inContact CXone
7.8
Call scripts
Cisco IP Phone 6800 Series
NICE inContact CXone
8.0
Call tracking
Cisco IP Phone 6800 Series
NICE inContact CXone
8.3
Multichannel integration
Cisco IP Phone 6800 Series
NICE inContact CXone
7.9
CRM software integration
Cisco IP Phone 6800 Series
NICE inContact CXone
7.9

Workforce Optimization (WFO)

Cisco IP Phone 6800 Series
NICE inContact CXone
8.3
Inbound call routing
Cisco IP Phone 6800 Series
NICE inContact CXone
8.5
Omnichannel inbound routing
Cisco IP Phone 6800 Series
NICE inContact CXone
8.2
Recording
Cisco IP Phone 6800 Series
NICE inContact CXone
8.5
Quality management
Cisco IP Phone 6800 Series
NICE inContact CXone
8.5
Call analytics
Cisco IP Phone 6800 Series
NICE inContact CXone
8.4
Historical reporting
Cisco IP Phone 6800 Series
NICE inContact CXone
8.3
Live reporting
Cisco IP Phone 6800 Series
NICE inContact CXone
8.4
Customer surveys
Cisco IP Phone 6800 Series
NICE inContact CXone
7.9
Customer interaction analytics
Cisco IP Phone 6800 Series
NICE inContact CXone
8.0

Pros

Cisco IP Phone 6800 Series

  • Audio quality is solid
  • It is portable and has good distance capability
  • It's compact and easy to carry
  • Battery life is decent
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • Through automation, we are able to effectively monitor trends and provide in depth information to our customers.
  • Efficiently manage inbound and outbound call queues.
  • Allows team members to monitor each others status so that we can coordinate breaks, lunches and meetings without overlap.
Anonymous | TrustRadius Reviewer

Cons

Cisco IP Phone 6800 Series

  • Ability to change ringer based on internal or external call
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • The auto reports it generates are really ugly and not so easy to digest. While the team can find what they need and there is little fluff, I think the auto generated reports can look nice like some of the other data available. Spreadsheets are boring and some color will add some excitement.
Richard Rowland | TrustRadius Reviewer

Likelihood to Renew

Cisco IP Phone 6800 Series

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.6
Based on 14 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 IP Phone 6800 Series

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.5
Based on 269 answers
I give it this rating because just a baseline 5/10 would be call routing to customers in a timely manner out of the box. When you add to the baseline intelligent routing, great hold music, easy callback features, ability to overflow and reroute, seemingly transferring, and on and on, the extras should be 10/10. The reason it falters is just that the website crashes, or there's some maintenance from the provider too often.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Cisco IP Phone 6800 Series

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.7
Based on 3 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 IP Phone 6800 Series

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 3 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 IP Phone 6800 Series

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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 IP Phone 6800 Series

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 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 IP Phone 6800 Series

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 9.0
Based on 2 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

Cisco IP Phone 6800 Series

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 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 IP Phone 6800 Series

It's less expensive, more compact but not as robust and well-adopted/supported since Spectralink kind of owns the industry. Cisco needs to make more of these lines of DECT phones in order to compete.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

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 IP Phone 6800 Series

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.3
Based on 3 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 IP Phone 6800 Series

  • I set up the desk for new hires in our group - it is super easy to plug in this phone and have them up and running.
  • Having the ability to pre-program speed dial numbers ensures that new hires are able to reach help without having to search for a number.
  • The ability to program ring tones is great, so if we are in the shared space meeting and we hear a phone ring, we know who's phone is ringing - the meeting can go on without everyone leaving to check.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • After the initial learning curve, we have found our agents are able handle calls more quickly and efficiently. The average time to answer is down and our wait times are down during peak times due to calls being handled better.
  • The ability of our managers to monitor the agents and supervisors through the app and dashboards has allowed them to spend more time focusing on other areas of their jobs. The visibility has allowed them to be more productive in other areas.
  • The issues we have had with managers and supervisors taking calls has led to negative customer experiences and frustrated employees.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Cisco IP Phone 6800 Series

General

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

NICE inContact CXone

General

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

Rating Summary

Likelihood to Recommend

Cisco IP Phone 6800 Series
7.3
NICE inContact CXone
8.2

Likelihood to Renew

Cisco IP Phone 6800 Series
NICE inContact CXone
8.6

Usability

Cisco IP Phone 6800 Series
NICE inContact CXone
8.5

Reliability and Availability

Cisco IP Phone 6800 Series
NICE inContact CXone
7.7

Performance

Cisco IP Phone 6800 Series
NICE inContact CXone
9.0

Support Rating

Cisco IP Phone 6800 Series
NICE inContact CXone
7.4

In-Person Training

Cisco IP Phone 6800 Series
NICE inContact CXone
9.0

Online Training

Cisco IP Phone 6800 Series
NICE inContact CXone
9.0

Implementation Rating

Cisco IP Phone 6800 Series
NICE inContact CXone
8.2

Scalability

Cisco IP Phone 6800 Series
NICE inContact CXone
7.3

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