What users are saying about
145 Ratings
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Based on 145 reviews and ratings
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
Based on 751 reviews and ratings
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
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
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
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
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
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
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.
Lead (Unified Communications)
Tata Communications LTDInformation Technology & Services, 10,001+ employees
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.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesPros
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.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employeesNICE 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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
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.
Arquitecto en Soluciones de Colaboracion Cisco
DIRECTV Latin AmericaEntertainment, 1001-5000 employees
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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesPricing 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.
Network Services Manager
M. J. Electric, LLCConstruction, 1001-5000 employees
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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
IT Infrastructure Specialist
RANDON S.AAutomotive, 5001-10,000 employees
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.

Verified User
Employee in Sales
Telecommunications Company, 201-500 employeesReliability 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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesPerformance
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesSupport 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.

Verified User
Engineer in Information Technology
Government Administration Company, 1001-5000 employeesNICE 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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesOnline 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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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
Network Services Manager
M. J. Electric, LLCConstruction, 1001-5000 employees
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
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.

Verified User
Supervisor in Information Technology
Financial Services Company, 1001-5000 employeesNICE 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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesScalability
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
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.

Verified User
Administrator in Information Technology
Mental Health Care Company, 501-1000 employeesNICE 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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees