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Top Rated
751 Ratings
145 Ratings
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Score 9 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
751 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Feature Set Ratings

    Cloud PBX

    7.6

    Cisco Unified Communications Manager (Call Manager)

    76%

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features

    Hosted PBX

    7.9
    79%
    18 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    6.8
    68%
    27 Ratings
    N/A
    0 Ratings

    User templates

    8.5
    85%
    36 Ratings
    N/A
    0 Ratings

    Call reports

    6.4
    64%
    35 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.7
    87%
    36 Ratings
    N/A
    0 Ratings

    Call Management

    7.6

    Cisco Unified Communications Manager (Call Manager)

    76%

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    Cisco Unified Communications Manager (Call Manager) ranks higher in 5/5 features

    Answering rules

    8.8
    88%
    39 Ratings
    N/A
    0 Ratings

    Call recording

    6.8
    68%
    26 Ratings
    N/A
    0 Ratings

    Call park

    8.7
    87%
    35 Ratings
    N/A
    0 Ratings

    Call screening

    6.4
    64%
    32 Ratings
    N/A
    0 Ratings

    Message alerts

    7.5
    75%
    36 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    8.1

    Cisco Unified Communications Manager (Call Manager)

    81%

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    Cisco Unified Communications Manager (Call Manager) ranks higher in 4/4 features

    Video conferencing

    8.3
    83%
    27 Ratings
    N/A
    0 Ratings

    Audio conferencing

    8.0
    80%
    37 Ratings
    N/A
    0 Ratings

    Video screen sharing

    8.2
    82%
    14 Ratings
    N/A
    0 Ratings

    Instant messaging

    8.0
    80%
    17 Ratings
    N/A
    0 Ratings

    Mobile apps

    7.9

    Cisco Unified Communications Manager (Call Manager)

    79%

    NICE CXone (formerly NICE inContact)

    Feature Set Not Supported
    N/A
    Cisco Unified Communications Manager (Call Manager) ranks higher in 2/2 features

    Mobile app for iOS

    7.9
    79%
    23 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    7.8
    78%
    21 Ratings
    N/A
    0 Ratings

    Contact Center Software

    Cisco Unified Communications Manager (Call Manager)

    Feature Set Not Supported
    N/A
    8.3

    NICE CXone (formerly NICE inContact)

    83%
    NICE CXone (formerly NICE inContact) ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.4
    84%
    507 Ratings

    Validate callers

    N/A
    0 Ratings
    8.5
    85%
    432 Ratings

    Outbound response

    N/A
    0 Ratings
    8.3
    83%
    448 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.5
    85%
    405 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.7
    87%
    367 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.6
    86%
    480 Ratings

    Predictive dialing

    N/A
    0 Ratings
    7.8
    78%
    294 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.2
    82%
    338 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    270 Ratings

    Call scripts

    N/A
    0 Ratings
    8.1
    81%
    285 Ratings

    Call tracking

    N/A
    0 Ratings
    8.4
    84%
    460 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.2
    82%
    325 Ratings

    CRM software integration

    N/A
    0 Ratings
    8.2
    82%
    329 Ratings

    Workforce Optimization (WFO)

    Cisco Unified Communications Manager (Call Manager)

    Feature Set Not Supported
    N/A
    8.4

    NICE CXone (formerly NICE inContact)

    84%
    NICE CXone (formerly NICE inContact) ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.5
    85%
    465 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.4
    84%
    336 Ratings

    Recording

    N/A
    0 Ratings
    8.6
    86%
    448 Ratings

    Quality management

    N/A
    0 Ratings
    8.6
    86%
    435 Ratings

    Call analytics

    N/A
    0 Ratings
    8.5
    85%
    441 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.4
    84%
    433 Ratings

    Live reporting

    N/A
    0 Ratings
    8.5
    85%
    418 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.2
    82%
    271 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.3
    83%
    284 Ratings

    Attribute Ratings

    • Cisco Unified Communications Manager (Call Manager) is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating, Implementation Rating
    • NICE CXone (formerly NICE inContact) is rated higher in 1 area: Usability

    Likelihood to Recommend

    8.9

    Cisco Unified Communications Manager (Call Manager)

    89%
    42 Ratings
    8.4

    NICE CXone (formerly NICE inContact)

    84%
    543 Ratings

    Likelihood to Renew

    10.0

    Cisco Unified Communications Manager (Call Manager)

    100%
    1 Rating
    6.9

    NICE CXone (formerly NICE inContact)

    69%
    21 Ratings

    Usability

    7.1

    Cisco Unified Communications Manager (Call Manager)

    71%
    4 Ratings
    8.6

    NICE CXone (formerly NICE inContact)

    86%
    529 Ratings

    Availability

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    5.7

    NICE CXone (formerly NICE inContact)

    57%
    7 Ratings

    Performance

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    8.2

    NICE CXone (formerly NICE inContact)

    82%
    7 Ratings

    Support Rating

    8.4

    Cisco Unified Communications Manager (Call Manager)

    84%
    27 Ratings
    7.4

    NICE CXone (formerly NICE inContact)

    74%
    6 Ratings

    In-Person Training

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    6.1

    NICE CXone (formerly NICE inContact)

    61%
    4 Ratings

    Online Training

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    7.9

    NICE CXone (formerly NICE inContact)

    79%
    5 Ratings

    Implementation Rating

    10.0

    Cisco Unified Communications Manager (Call Manager)

    100%
    2 Ratings
    8.1

    NICE CXone (formerly NICE inContact)

    81%
    9 Ratings

    Product Scalability

    Cisco Unified Communications Manager (Call Manager)

    N/A
    0 Ratings
    6.5

    NICE CXone (formerly NICE inContact)

    65%
    7 Ratings

    Likelihood to Recommend

    Cisco Unified Communications Manager (Call Manager)

    The Cisco Unified Communications Manager platform would be most suited for the below scenarios.1. An organization with very restricted policies and compliance where can't move to cloud-based solutions for data security. They can install the CUCM on-premises.2. An organization that is still on a legacy phone system could adopt CUCM to save costs and have better services.
    RAJESH VENGILOT | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.
    Anonymous | TrustRadius Reviewer

    Pros

    Cisco Unified Communications Manager (Call Manager)

    • This solution is extremely stable and has been running in our environment for several years without (unscheduled) downtime.
    • The ability to have voicemails automatically sent as an email message is extremely helpful in helping us to keep in touch while away from the desk.
    • The Call Manager provides us very granular settings to route our calls as we want.
    Anonymous | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    • Made work from home easy - We just have to login and start calling - No landlines.
    • Easy to extract daily, monthly reports from NICE [CXone] web app.
    • Easy to monitor agents online - who is logged in and who is not.
    • Fast and reliable - Just need internet.
    Charanjeet Singh | TrustRadius Reviewer

    Cons

    Cisco Unified Communications Manager (Call Manager)

    • Administration web page is little bit hard to understand at the beginning specially if you are not familiar with naming convention and GU Interfaces.
    • Call Detail Record interface is fine but would be desirable to include more options that fit organization needs in terms of reporting purposes.
    • Self Care Portal interface could be more useful to the end user if it includes options to manage some features without administrators involving.
    Leonardo Gonzalez | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    • Occasionally the server will disconnect and we lose phone functionality.
    • Calls get "stuck" in the queue when they don't exist.
    • Can't remove commitments very easily when they are made.
    • Kicks you out after 2 hours. Making it annoying how you have to log back in.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Cisco Unified Communications Manager (Call Manager)

    General

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

    Starting Price

    NICE CXone (formerly NICE inContact)

    General

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

    Starting Price

    Likelihood to Renew

    Cisco Unified Communications Manager (Call Manager)

    Cisco Unified Communications Manager (Call Manager) 10.0
    Based on 1 answer
    We have been using this product for 20+ years and will continue too. This is a great product and new features are always coming out.
    Brian Munn | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.9
    Based on 21 answers
    Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
    Vinicius Leite | TrustRadius Reviewer

    Usability

    Cisco Unified Communications Manager (Call Manager)

    Cisco Unified Communications Manager (Call Manager) 7.1
    Based on 4 answers
    Although it's very easy to use, once you understand the concepts of IP telephony, as I said before, I think Cisco could have improved the management interface of the platform, adding modern technologies and the design language of the other platforms like DNA Center, etc. This interface hasn't had a substantial improvement for about 10 years
    Eduardo Viero | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.6
    Based on 529 answers
    If you're looking for a powerful but easy-to-use call center software, look no further than NICE CXone. It's very user-friendly. Elders can actually operate this software. I can use this too even with my eyes closed. With multiple advanced features included in its standard platform, you can be sure you're getting an enterprise-level product when you use this.
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    Cisco Unified Communications Manager (Call Manager)

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 5.7
    Based on 7 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 Unified Communications Manager (Call Manager)

    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
    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 Unified Communications Manager (Call Manager)

    Cisco Unified Communications Manager (Call Manager) 8.4
    Based on 27 answers
    CUCM is supported by most third-party vendors for related products, so it makes finding solutions to specific needs easy. Also Cisco TAC is very knowledgeable, and we have never run into a problem they have not been able to resolve. Usually they are resolved without the need to escalate tickers either.
    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 Unified Communications Manager (Call Manager)

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.1
    Based on 4 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 Unified Communications Manager (Call Manager)

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 7.9
    Based on 5 answers
    I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
    Dailson Laurentino | TrustRadius Reviewer

    Implementation Rating

    Cisco Unified Communications Manager (Call Manager)

    Cisco Unified Communications Manager (Call Manager) 10.0
    Based on 2 answers
    This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
    Brian Munn | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 8.1
    Based on 9 answers
    In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
    Dailson Laurentino | TrustRadius Reviewer

    Alternatives Considered

    Cisco Unified Communications Manager (Call Manager)

    We have been a Cisco based shop and have looked at other cloud voice options such as MS Teams pbx, and others, but ultimately, the features, endpoints, and reliability of Cisco has been the common factor in staying with them as our voice provider. Their integrations, room systems, and hybrid design allows for us to be flexible and keep a high up time vs reliance on 100% cloud.
    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 Unified Communications Manager (Call Manager)

    No score
    No answers yet
    No answers on this topic

    NICE CXone (formerly NICE inContact)

    NICE CXone (formerly NICE inContact) 6.5
    Based on 7 answers
    As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.
    Vinicius Leite | TrustRadius Reviewer

    Return on Investment

    Cisco Unified Communications Manager (Call Manager)

    • Communication and collaboration - Our offices are able to communicate both internally and externally due to this system.
    • Down time - Struggles with CUCM has caused a lot of down time due to the instability of the system.
    • High Costs - the cost of both the license and the maintenance was much higher than other systems.
    Anonymous | TrustRadius Reviewer

    NICE CXone (formerly NICE inContact)

    • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
    • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
    • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.
    Gordon Ng | TrustRadius Reviewer

    Screenshots

    Cisco Unified Communications Manager (Call Manager)

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