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Top Rated
283 Ratings
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Top Rated
344 Ratings

Cisco Jabber

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Top Rated
283 Ratings
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Score 8.2 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
344 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Cisco Jabber

[Cisco Jabber] is very
much reasonable in price and if you are seeking a platform where you can carry
out effective communication while being at work, then this is the most suitable
tool for you. I will surely recommend it to all of the businesses which are especially working on a remote base, as it will help you to stay in touch
and being more productive. Cisco Jabber is very effective for project handling.
Magreat Wilson | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

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

Project Management

Cisco Jabber
6.6
NICE CXone (formerly NICE inContact)
Task Management
Cisco Jabber
8.2
NICE CXone (formerly NICE inContact)
Gantt Charts
Cisco Jabber
5.0
NICE CXone (formerly NICE inContact)
Scheduling
Cisco Jabber
6.8
NICE CXone (formerly NICE inContact)
Workflow Automation
Cisco Jabber
6.1
NICE CXone (formerly NICE inContact)
Mobile Access
Cisco Jabber
8.2
NICE CXone (formerly NICE inContact)
Search
Cisco Jabber
7.8
NICE CXone (formerly NICE inContact)
Visual planning tools
Cisco Jabber
4.3
NICE CXone (formerly NICE inContact)

Communication

Cisco Jabber
6.4
NICE CXone (formerly NICE inContact)
Chat
Cisco Jabber
8.6
NICE CXone (formerly NICE inContact)
Notifications
Cisco Jabber
8.3
NICE CXone (formerly NICE inContact)
Discussions
Cisco Jabber
7.2
NICE CXone (formerly NICE inContact)
Surveys
Cisco Jabber
6.5
NICE CXone (formerly NICE inContact)
Internal knowledgebase
Cisco Jabber
6.1
NICE CXone (formerly NICE inContact)
Integrates with GoToMeeting
Cisco Jabber
4.7
NICE CXone (formerly NICE inContact)
Integrates with Gmail and Google Hangouts
Cisco Jabber
2.2
NICE CXone (formerly NICE inContact)
Integrates with Outlook
Cisco Jabber
7.8
NICE CXone (formerly NICE inContact)

File Sharing & Management

Cisco Jabber
6.9
NICE CXone (formerly NICE inContact)
Versioning
Cisco Jabber
6.9
NICE CXone (formerly NICE inContact)
Video files
Cisco Jabber
7.1
NICE CXone (formerly NICE inContact)
Audio files
Cisco Jabber
7.4
NICE CXone (formerly NICE inContact)
Document collaboration
Cisco Jabber
7.0
NICE CXone (formerly NICE inContact)
Access control
Cisco Jabber
7.6
NICE CXone (formerly NICE inContact)
Advanced security features
Cisco Jabber
7.5
NICE CXone (formerly NICE inContact)
Integrates with Google Drive
Cisco Jabber
5.1
NICE CXone (formerly NICE inContact)
Device sync
Cisco Jabber
6.7
NICE CXone (formerly NICE inContact)

Contact Center Software

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

Workforce Optimization (WFO)

Cisco Jabber
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
Cisco Jabber
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
Cisco Jabber
NICE CXone (formerly NICE inContact)
8.2
Recording
Cisco Jabber
NICE CXone (formerly NICE inContact)
8.5
Quality management
Cisco Jabber
NICE CXone (formerly NICE inContact)
8.5
Call analytics
Cisco Jabber
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
Cisco Jabber
NICE CXone (formerly NICE inContact)
8.3
Live reporting
Cisco Jabber
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
Cisco Jabber
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
Cisco Jabber
NICE CXone (formerly NICE inContact)
8.0

Pros

Cisco Jabber

  • As an on-prem solution is possible to have voice access to the organization co workers and the PSTN, using the own extension number, even when connected from internet (using Expressway - no need to have a vpn or lan connection) from any device.
  • Easy to collaborate from any device (mobile and personal computers). Multiplatform.
  • Administrators able to customize the application's features as much as they need.
  • Easy to integrate with Active Directory and Outlook. Unique user and password.
  • Voice calls and messaging completely secure.
  • Persistence chat for mobile.
Leonardo Gonzalez | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • 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 Jabber

  • There is some brand confusion that exists between Cisco communication products. This is more relevant to the support personnel and engineers that would be making decisions to implement the product. Cisco has their Spark/WebEx platform that provides collaboration/communication functionality and more to the end users. Cisco has stated at some conferences that I attended that they are committed to maintaining and developing the Cisco Jabber platform still so that is very promising since the product serves different needs.
  • Cisco Jabber is a little complex to implement properly in your environment. The larger the communication cluster the more complicated it can become. There are also some additional features like persistent chat that require extra resources like a standalone database for persistent chat.
Eric Taylor | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • 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 Jabber

Cisco Jabber 9.9
Based on 3 answers
We really like the flexibility of jabber. With the exception of a few quirks that we have found, we see a bright future with it. We depend on it daily and will continue to do so for several years to come. As our team grows, more users will be using it and more screen sharing will be done. It it an indispensable tool that we simply could not imagine going without. It makes communicating so much easier when time is of the essence.
Ray Levron | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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 Jabber

Cisco Jabber 9.0
Based on 6 answers
There are still some improvements to be made between MAC and Windows users. Also the share screen between various devices does not always work. Any user can quickly adapt and understand how to use Jabber. The interface is very intuitive and straight forward. The transition between interfaces on PCs, to tablets, to mobile devices is also very consistent and set up almost identically
Kaitlin Tucker | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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 Jabber

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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 Jabber

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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 Jabber

Cisco Jabber 8.6
Based on 24 answers
Even with the Jabber client, Cisco support is outstanding, with the knowledge and quick response you would expect from them. Their engineers understand their products and our issues are usually addressed quickly and by the same person we originally connect with instead of getting passed to additional people. Follow-up is good too. Their support is thorough.
Debbie Johnson | 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 Jabber

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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 Jabber

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

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

Implementation Rating

Cisco Jabber

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 Jabber

Cisco Jabber as a direct competitor to Skype in the world of audio conferencing offers comparable features and also presents hardware to emphasize an ideal experience. The Jabber app gives unifying communication spread over a number of platforms, ipads, and phones, like Skype for Business. It lets you send instant messages, tells you when colleagues are available or even not at work on a given day. Jabber offers audio, video, desktop sharing, and conferencing. Skype for Business does have a few features such as "Rate my Call", "Call Monitor", and the option to link with Skype's vast conduit on contacts. Jabber, overall, including the features is the better package to purchase based on the return on investment.
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 Jabber

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 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 Jabber

  • Jabber has provided a very functional alternative to our company to Lotus Sametime. We had been using Sametime for years, and as we were moving out of the Lotus/Domino ecosystem, Jabber has provided a replacement with the chat system, but also means to do voice and video calls.
  • Although handy, intensive usage of Jabber can be a curse for a company (including ours). Every information stored in Jabber is only available to the two people involved in the conversation. Without a proper knowledge management strategy, this can mean that a lot of valuable information can be shared privately as peer-to-peer conversations, and not available to people who need it.
  • Another downside of Jabber is that it can multiply stress for some people, who can be contacted very often, and be interrupted at critical moments. This can introduce additional context switching, and reduce the productivity of some people.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • 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 Jabber

General

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

Cisco Jabber Editions & Modules

Edition
Jabber for Desktop$50.001
  1. Per License
Additional Pricing Details

NICE CXone (formerly NICE inContact)

General

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

NICE CXone (formerly NICE inContact) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Jabber
8.5
NICE CXone (formerly NICE inContact)
8.2

Likelihood to Renew

Cisco Jabber
9.9
NICE CXone (formerly NICE inContact)
8.6

Usability

Cisco Jabber
9.0
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Cisco Jabber
NICE CXone (formerly NICE inContact)
7.7

Performance

Cisco Jabber
NICE CXone (formerly NICE inContact)
9.0

Support Rating

Cisco Jabber
8.6
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Cisco Jabber
NICE CXone (formerly NICE inContact)
9.0

Online Training

Cisco Jabber
NICE CXone (formerly NICE inContact)
9.0

Implementation Rating

Cisco Jabber
NICE CXone (formerly NICE inContact)
8.2

Scalability

Cisco Jabber
NICE CXone (formerly NICE inContact)
7.3

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