Cisco Unified Communications Manager (Call Manager) vs NICE CXone (formerly NICE inContact)

What users are saying about

Watch Demo

Score 9 out of 10

Based on 145 reviews and ratings

Score 8.4 out of 10

Based on 751 reviews and ratings

Watch Demo

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

Cisco Unified Communications Manager (Call Manager)

89%

42 Ratings

8.4

NICE CXone (formerly NICE inContact)

84%

543 Ratings

Cisco Unified Communications Manager (Call Manager)

100%

1 Rating

6.9

NICE CXone (formerly NICE inContact)

69%

21 Ratings

Cisco Unified Communications Manager (Call Manager)

71%

4 Ratings

8.6

NICE CXone (formerly NICE inContact)

86%

529 Ratings

Cisco Unified Communications Manager (Call Manager)

N/A

0 Ratings

5.7

NICE CXone (formerly NICE inContact)

57%

7 Ratings

Cisco Unified Communications Manager (Call Manager)

N/A

0 Ratings

8.2

NICE CXone (formerly NICE inContact)

82%

7 Ratings

Cisco Unified Communications Manager (Call Manager)

84%

27 Ratings

7.4

NICE CXone (formerly NICE inContact)

74%

6 Ratings

Cisco Unified Communications Manager (Call Manager)

N/A

0 Ratings

6.1

NICE CXone (formerly NICE inContact)

61%

4 Ratings

Cisco Unified Communications Manager (Call Manager)

N/A

0 Ratings

7.9

NICE CXone (formerly NICE inContact)

79%

5 Ratings

Cisco Unified Communications Manager (Call Manager)

100%

2 Ratings

8.1

NICE CXone (formerly NICE inContact)

81%

9 Ratings

Cisco Unified Communications Manager (Call Manager)

N/A

0 Ratings

6.5

NICE CXone (formerly NICE inContact)

65%

7 Ratings

Pros

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.

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Verified User

Analyst in Information Technology

Information Technology and Services Company, 1001-5000 employees

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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.

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Charanjeet Singh

Senior Business Analyst

FIS GlobalBanking, 10,001+ employees

View all 543 answers on this topic

Cons

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.

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Leonardo Gonzalez

Arquitecto en Soluciones de Colaboracion Cisco

DIRECTV Latin AmericaEntertainment, 1001-5000 employees

View all 42 answers on this topic

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.

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Verified User

Supervisor in Customer Service

Security & Investigations Company, 51-200 employees

View all 543 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

Likelihood to Renew

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.

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Brian Munn

Network Services Manager

M. J. Electric, LLCConstruction, 1001-5000 employees

View all 1 answers on this topic

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.

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Vinicius Leite

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 21 answers on this topic

Usability

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

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Eduardo Viero

IT Infrastructure Specialist

RANDON S.AAutomotive, 5001-10,000 employees

View all 4 answers on this topic

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.

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Verified User

Employee in Sales

Telecommunications Company, 201-500 employees

View all 529 answers on this topic

Reliability and Availability

No score

No answers yet

No answers on this topic

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

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 7 answers on this topic

Performance

No score

No answers yet

No answers on this topic

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.

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 7 answers on this topic

Support Rating

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 1001-5000 employees

View all 27 answers on this topic

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.

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Kevin Lintner

Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

View all 6 answers on this topic

In-Person Training

No score

No answers yet

No answers on this topic

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.

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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

View all 4 answers on this topic

Online Training

No score

No answers yet

No answers on this topic

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.

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Dailson Laurentino

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 employees

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Implementation Rating

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

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Brian Munn

Network Services Manager

M. J. Electric, LLCConstruction, 1001-5000 employees

View all 2 answers on this topic

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.

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Dailson Laurentino

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 employees

View all 9 answers on this topic

Alternatives Considered

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.

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Verified User

Supervisor in Information Technology

Financial Services Company, 1001-5000 employees

View all 42 answers on this topic

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

View all 543 answers on this topic

Scalability

No score

No answers yet

No answers on this topic

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.

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Vinicius Leite

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 7 answers on this topic

Return on Investment

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.

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Verified User

Administrator in Information Technology

Mental Health Care Company, 501-1000 employees

View all 42 answers on this topic

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.

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Gordon Ng

Typist

Department of Mental HealthGovernment Administration, 201-500 employees

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Screenshots

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See All (10) NICE CXone (formerly NICE inContact) Screenshots

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Answering rules

Call recording

Call park

Call screening

Message alerts

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Video conferencing

Audio conferencing

Video screen sharing

Instant messaging

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Mobile app for iOS

Mobile app for Android

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Likelihood to Recommend

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Pros

Cisco Unified Communications Manager (Call Manager)

NICE CXone (formerly NICE inContact)

Cons

Cisco Unified Communications Manager (Call Manager)