Cisco Unified Contact Center vs NICE inContact CXone

• Call Control & Call routing. UCCX approach is simple and effective.
• Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
• Skills, CSQ, Triggers, Call control group.
• Ease of administration.
• Modern innovative agent desktop software.
• Finesse Administration and API.

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• The Studio is amazing. You can design all sorts of logic and process for calls to be routed through, based on integration data, and a whole slew of things. It also defines what you pass to your agent and screen pops.
• Integration with 3rd party sources real-time is quite good. API interoperability is great.
• Integration with Salesforce is, though a bit clunky, very functional and works as intended.

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• The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
• Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
• The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.

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• The analytics are good but the user interface can be challenging to use. If you have a team of expert analysts and need really precise analytics then it can be useful but the learning curve can be high.
• The way to create "categories" or "topics" is more cumbersome than with other platforms.
• They eliminated some key external data sources when the acquired Biz 360 which made them a less desirable option for our company.

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• I consider that the quality of service and functions are necessary for those who need an agent service.
• The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
• Customers are satisfied with all the tools. The platform is complete.

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• CXone has allowed us to analyze metrics and reporting in a way that we weren't able to with our previous software. This allows us to hold our employees accountable with hard data.
• Issues with Personal Connection have slowed us down when we have to manually dial, but overall the tool has allowed us to work quickly and efficiently.
• We've been able to explore different agentless dialing and answering machine detection tools that ramp up our numbers and the number of clients we can reach a day.

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