Cisco Unified Contact Center vs NICE inContact CXone

Likelihood to Recommend

Cisco Contact Center is an excellent solution to provide multiple contact channels to customers and/or suppliers. With the possibility of recording calls (with third parties), customizing reports, and creating call flow based on business needs. It is not suitable if it is required as a contact channel to WhatsApp or SMS since it is not supported.

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JAVIER DADDINO

Customer Success Manager

BVSTVTelecommunications, 51-200 employees

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If you want your call center to have flexibility, drive customer satisfaction because of really amazing cool stuff you can make decisions on, or give your agents really good data to work with when answering phone calls, inContact does it. scales well and I recommended for any size business.

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Hans Hong

Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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Feature Rating Comparison

Cisco Unified Contact Center

8.9

NICE inContact CXone

8.3

Agent dashboard

7.3

8.7

Validate callers

8.4

7.7

Outbound response

8.7

7.3

Call forwarding

9.3

9.0

Click-to-call (CTC)

8.8

7.0

Warm transfer

9.0

Predictive dialing

9.0

6.5

Interactive voice response

9.4

9.5

REST APIs

9.2

9.5

Call scripts

8.8

8.5

Call tracking

9.4

9.3

Multichannel integration

9.6

7.5

CRM software integration

8.8

9.0

Cisco Unified Contact Center

9.0

NICE inContact CXone

7.6

Inbound call routing

9.6

9.0

Omnichannel inbound routing

9.6

8.3

Recording

9.2

6.4

Quality management

9.5

6.0

Call analytics

8.7

7.7

Historical reporting

9.0

7.7

Live reporting

8.3

7.0

Customer surveys

8.3

9.0

Customer interaction analytics

9.2

7.5

Pros

Cisco Contact Center together with SocialMiner becomes an omnichannel contact center with access to social networks.
The solution allows you to create customized reports in order to have all the information the business needs.
The IVR Script is very intuitive, easy to configure and very versatile.

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JAVIER DADDINO

Customer Success Manager

BVSTVTelecommunications, 51-200 employees

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Attensity is able to get very precise with sentiment and can be tuned, which is important.
The theme discovery is very helpful for getting detailed insights. The "triples" help with understanding relationships.
The pricing structure is reasonable and easier to understand than other vendors.

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Verified User

Manager in Marketing

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Cons

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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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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At times, it feels the software is running a bit slow. While it can depend on a lot of things, there are ways this can be solved.
AI chatbots are not as good as they should be.
Support for agent profiles or templates that can applied to any new and existing agents.
UI/UX controls doesn't look modern.

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Bhargav Nanekalva

Senior PHP Full Stack Developer

CloudSEKInternet, 51-200 employees

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Likelihood to Renew

Cisco Unified Contact Center 9.8

Based on 4 answers

if it is up to me I would maintain its use. I was not able to make those decisions previously.

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Verified User

Technician in Information Technology

Insurance Company, 201-500 employees

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NICE inContact CXone 5.7

Based on 8 answers

Our group decided not to work with Attensity.

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Verified User

Manager in Marketing

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Usability

No score

No answers yet

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NICE inContact CXone 7.0

Based on 1 answer

For the average user - it does what it says it will.

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Onavie Boyce

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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Support

No score

No answers yet

No answers on this topic

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NICE inContact CXone 7.0

Based on 1 answer

They are responsive and helpful.

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Onavie Boyce

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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Implementation

No score

No answers yet

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NICE inContact CXone 7.0

Based on 1 answer

The vendor supported implementation is likely the only solution that would have worked for us. We later moved the solution in house.

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Onavie Boyce

Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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Alternatives Considered

We didn't evaluate more than Cisco.

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oriol lorenzo seva

Tecnic superior infrastructura

Universitat Rovira i VirgiliHigher Education, 1001-5000 employees

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Bhargav Nanekalva

Senior PHP Full Stack Developer

CloudSEKInternet, 51-200 employees

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Return on Investment

CUCC does give good feedback to managers to see call statistics. It can lead to better customer service and employee efficiency.
The overall system availability and reliability has been great. With the High Availability redundant feature you can perform system maintenance without extended downtime.

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Verified User

Analyst in Information Technology

Higher Education Company, 1001-5000 employees

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Positive return on investment due to ease of training and use by the customer service representatives.
Negative returns because missing audio and screens on our calls where our clients hold us accountable for the quality of calls and reliance with monetary means.
Pay per use ends up being a good deal for a growing company.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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Likelihood to Recommend