Cisco Unified Communications Manager (Call Manager) vs. NICE CXone

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Communications Manager (Call Manager)
Score 8.4 out of 10
N/A
Call Manager is a unified call control center from Cisco that supports enterprise collaboration functions across the spectrum of IP telephony, video & web conferencing, and messaging. Features include call forwarding, call back, call transfer, ad hoc conferencing, and call park.N/A
NICE CXone
Score 8.3 out of 10
N/A
NICE inContact CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), and interactive voice response (IVR) system.N/A
Pricing
Cisco Unified Communications Manager (Call Manager)NICE CXone
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Communications Manager (Call Manager)NICE CXone
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing
More Pricing Information
Community Pulse
Cisco Unified Communications Manager (Call Manager)NICE CXone
Top Pros
Top Cons
Features
Cisco Unified Communications Manager (Call Manager)NICE CXone
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
7.6
39 Ratings
8% below category average
NICE CXone
-
Ratings
Hosted PBX9.118 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)5.928 Ratings00 Ratings
User templates7.837 Ratings00 Ratings
Call reports7.436 Ratings00 Ratings
Directory of employee names7.837 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
7.1
42 Ratings
16% below category average
NICE CXone
-
Ratings
Answering rules7.440 Ratings00 Ratings
Call recording6.326 Ratings00 Ratings
Call park7.736 Ratings00 Ratings
Call screening6.633 Ratings00 Ratings
Message alerts7.537 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
8.0
38 Ratings
2% below category average
NICE CXone
-
Ratings
Video conferencing9.328 Ratings00 Ratings
Audio conferencing8.538 Ratings00 Ratings
Video screen sharing6.915 Ratings00 Ratings
Instant messaging7.418 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
8.9
23 Ratings
7% above category average
NICE CXone
-
Ratings
Mobile app for iOS8.723 Ratings00 Ratings
Mobile app for Android9.121 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
-
Ratings
NICE CXone
8.4
542 Ratings
0% below category average
Agent dashboard00 Ratings8.6522 Ratings
Validate callers00 Ratings8.7441 Ratings
Outbound response00 Ratings8.8459 Ratings
Call forwarding00 Ratings8.2416 Ratings
Click-to-call (CTC)00 Ratings8.3378 Ratings
Warm transfer00 Ratings8.6495 Ratings
Predictive dialing00 Ratings8.9298 Ratings
Interactive voice response00 Ratings8.7348 Ratings
REST APIs00 Ratings7.8280 Ratings
Call scripts00 Ratings7.6298 Ratings
Call tracking00 Ratings8.5475 Ratings
Multichannel integration00 Ratings8.3338 Ratings
CRM software integration00 Ratings8.9338 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Communications Manager (Call Manager)
-
Ratings
NICE CXone
8.4
520 Ratings
0% above category average
Inbound call routing00 Ratings8.6480 Ratings
Omnichannel inbound routing00 Ratings8.5348 Ratings
Recording00 Ratings8.6462 Ratings
Quality management00 Ratings8.0448 Ratings
Call analytics00 Ratings8.7454 Ratings
Historical reporting00 Ratings8.7445 Ratings
Live reporting00 Ratings8.5431 Ratings
Customer surveys00 Ratings7.8277 Ratings
Customer interaction analytics00 Ratings8.5295 Ratings
Best Alternatives
Cisco Unified Communications Manager (Call Manager)NICE CXone
Small Businesses
OpenPhone
OpenPhone
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Communications Manager (Call Manager)NICE CXone
Likelihood to Recommend
8.4
(43 ratings)
8.4
(560 ratings)
Likelihood to Renew
10.0
(1 ratings)
8.9
(23 ratings)
Usability
8.5
(4 ratings)
8.7
(547 ratings)
Availability
-
(0 ratings)
3.7
(7 ratings)
Performance
-
(0 ratings)
9.1
(7 ratings)
Support Rating
8.0
(27 ratings)
10.0
(8 ratings)
In-Person Training
-
(0 ratings)
3.4
(4 ratings)
Online Training
-
(0 ratings)
7.2
(5 ratings)
Implementation Rating
10.0
(2 ratings)
8.0
(9 ratings)
Configurability
-
(0 ratings)
7.1
(4 ratings)
Ease of integration
-
(0 ratings)
7.2
(4 ratings)
Product Scalability
-
(0 ratings)
6.7
(7 ratings)
Vendor post-sale
-
(0 ratings)
4.5
(5 ratings)
Vendor pre-sale
-
(0 ratings)
4.5
(5 ratings)
User Testimonials
Cisco Unified Communications Manager (Call Manager)NICE CXone
Likelihood to Recommend
Cisco
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.
Read full review
NICE
The Nice is well suited for the customer service teams who are taking care of calls, we can easily set up an exact call flow and distribute calls to the agents very effectively. It's well suited for both big and small companies with prompt support and healthy relationship. We can go with Nice without any hesitation or second thoughts.
Read full review
Pros
Cisco
  • 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.
Read full review
NICE
  • Workforce management is very easy to use
  • Quality management allows evaluations to be objective
  • Real time adherence allows me to know what everyone on the team is doing at a glance
  • Reports allow us to evaluate the performance and helps us improve
Read full review
Cons
Cisco
  • 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.
Read full review
NICE
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
Read full review
Likelihood to Renew
Cisco
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.
Read full review
NICE
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.
Read full review
Usability
Cisco
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
Read full review
NICE
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
Read full review
Reliability and Availability
Cisco
No answers on this topic
NICE
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
Read full review
Performance
Cisco
No answers on this topic
NICE
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.
Read full review
Support Rating
Cisco
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.
Read full review
NICE
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.
Read full review
In-Person Training
Cisco
No answers on this topic
NICE
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.
Read full review
Online Training
Cisco
No answers on this topic
NICE
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.
Read full review
Implementation Rating
Cisco
This was the first phone system we implemented that could span multiple locations. We were very satisfied once fully implemented
Read full review
NICE
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.
Read full review
Alternatives Considered
Cisco
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.
Read full review
NICE
We looked at several tools for turning text into data. The easy to understand tools had limited functionality, the analytical tools required a PHD to attend the sales pitch. Attensity had taken the approach of including reporting and alerting with their text engine.
Read full review
Scalability
Cisco
No answers on this topic
NICE
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
Read full review
Return on Investment
Cisco
  • 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.
Read full review
NICE
  • We were able to close deals and sales to clients more effectively!
  • It is much easier for us to reach the client even if it's an International number.
  • Nice CXone has helped us a lot to communicate better with our clients.
Read full review
ScreenShots

NICE CXone Screenshots

Screenshot of CXone MAX - Digital InboxScreenshot of CXone MAX - Native ChatScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Facebook MessengerScreenshot of CXone MAX - Customer ProfileScreenshot of CXone MAX - Agent Settings