<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
Top Rated
344 Ratings
Top Rated
126 Ratings
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Score 8.8 out of 100

NICE CXone (formerly NICE inContact)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
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 Unified Communications Manager (Call Manager)

If you have a medium to large organization, the Cisco Unified Communications Manager solution is well suited for your needs. It may be a little "overkill" for an organization with just a few dozen people though. As mentioned previously, it isn't a "cheap" product, but I feel the costs are justified by the functionality, reliability, and professional support that come with Cisco products.
Anonymous | 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

Cloud PBX

Cisco Unified Communications Manager (Call Manager)
7.9
NICE CXone (formerly NICE inContact)
Hosted PBX
Cisco Unified Communications Manager (Call Manager)
8.5
NICE CXone (formerly NICE inContact)
Multi-level Interactive Voice Response (IVR)
Cisco Unified Communications Manager (Call Manager)
7.0
NICE CXone (formerly NICE inContact)
User templates
Cisco Unified Communications Manager (Call Manager)
8.5
NICE CXone (formerly NICE inContact)
Call reports
Cisco Unified Communications Manager (Call Manager)
6.6
NICE CXone (formerly NICE inContact)
Directory of employee names
Cisco Unified Communications Manager (Call Manager)
8.8
NICE CXone (formerly NICE inContact)

Call Management

Cisco Unified Communications Manager (Call Manager)
7.9
NICE CXone (formerly NICE inContact)
Answering rules
Cisco Unified Communications Manager (Call Manager)
8.7
NICE CXone (formerly NICE inContact)
Call recording
Cisco Unified Communications Manager (Call Manager)
7.4
NICE CXone (formerly NICE inContact)
Call park
Cisco Unified Communications Manager (Call Manager)
9.0
NICE CXone (formerly NICE inContact)
Call screening
Cisco Unified Communications Manager (Call Manager)
7.2
NICE CXone (formerly NICE inContact)
Message alerts
Cisco Unified Communications Manager (Call Manager)
7.4
NICE CXone (formerly NICE inContact)

VoIP system collaboration

Cisco Unified Communications Manager (Call Manager)
8.0
NICE CXone (formerly NICE inContact)
Video conferencing
Cisco Unified Communications Manager (Call Manager)
7.5
NICE CXone (formerly NICE inContact)
Audio conferencing
Cisco Unified Communications Manager (Call Manager)
8.2
NICE CXone (formerly NICE inContact)
Video screen sharing
Cisco Unified Communications Manager (Call Manager)
8.2
NICE CXone (formerly NICE inContact)
Instant messaging
Cisco Unified Communications Manager (Call Manager)
8.3
NICE CXone (formerly NICE inContact)

Mobile apps

Cisco Unified Communications Manager (Call Manager)
8.7
NICE CXone (formerly NICE inContact)
Mobile app for iOS
Cisco Unified Communications Manager (Call Manager)
8.7
NICE CXone (formerly NICE inContact)
Mobile app for Android
Cisco Unified Communications Manager (Call Manager)
8.7
NICE CXone (formerly NICE inContact)

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

Cisco Unified Communications Manager (Call Manager)

  • Device failover and fallback. Because all devices ( IP phones, gateways, trunks, etc.) are distributed across all active servers, they are able to register with other active servers in case the current becomes unavailable. In this way, you can reduce the impact of any server becoming unavailable.
  • Virtualization. Call Manager appliance can run under virtualized environments.
  • Several features such as Survivable Remote Site Telephony makes Call Manager the best IP telephony solution in the market.
  • Wide quantity and variety of end-user devices, including the most newest and modern ones in the market that can fit any budget and need.
  • Call Manager is intended to be integrated with the newest collaboration tools like Webex and Jabber for call processing purposes.
  • Great customer support services from the Vendor. The Technical Assistance Center is fantastic, experienced engineers are ready to help quickly out with any request.
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 Unified Communications Manager (Call Manager)

  • Remote working - CUCM really struggles when it comes to remote work. In order to access the system remotely, a VPN or DirectAccess must be used.
  • Extreme complexity - While CUCM does have more settings for flexibility, this also means there's more chances to mess up a setting and render a phone or line unusable, and there's much, much more to know about the system.
  • No cloud solution - CUCM requires on site servers. Currently, Cisco does not have a cloud solution for their call manager.
Anonymous | 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 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) 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 Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.6
Based on 2 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) 8.5
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 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) 7.7
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 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) 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 Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 9.1
Based on 16 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) 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 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) 9.0
Based on 2 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Implementation Rating

Cisco Unified Communications Manager (Call Manager)

Cisco Unified Communications Manager (Call Manager) 10.0
Based on 1 answer
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) 8.2
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 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) 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 Unified Communications Manager (Call Manager)

  • This stuff is pricey. CUCM has to be tied together with a whole other host of Cisco call servers in order for it to do everything you need it to do, so there is always some other expensive license to buy every time you want to add or change something, so it can be a serious money pit. But if your leaders want the very best, and they want to keep everything in-house, this is probably your solution.
  • Goodwill from leadership is way up, thanks to CUCM. The feature set is enormous, so we can do almost anything you can imagine with our phone system, and our leadership loves the video features and the way it integrates with WebEx and other related components.
Jane Updegraff | 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

Cisco Unified Communications Manager (Call Manager)

Pricing Details

Cisco Unified Communications Manager (Call Manager)

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 Unified Communications Manager (Call Manager)
8.8
NICE CXone (formerly NICE inContact)
8.2

Likelihood to Renew

Cisco Unified Communications Manager (Call Manager)
10.0
NICE CXone (formerly NICE inContact)
8.6

Usability

Cisco Unified Communications Manager (Call Manager)
9.6
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Cisco Unified Communications Manager (Call Manager)
NICE CXone (formerly NICE inContact)
7.7

Performance

Cisco Unified Communications Manager (Call Manager)
NICE CXone (formerly NICE inContact)
9.0

Support Rating

Cisco Unified Communications Manager (Call Manager)
9.1
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Cisco Unified Communications Manager (Call Manager)
NICE CXone (formerly NICE inContact)
9.0

Online Training

Cisco Unified Communications Manager (Call Manager)
NICE CXone (formerly NICE inContact)
9.0

Implementation Rating

Cisco Unified Communications Manager (Call Manager)
10.0
NICE CXone (formerly NICE inContact)
8.2

Scalability

Cisco Unified Communications Manager (Call Manager)
NICE CXone (formerly NICE inContact)
7.3

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