44 Ratings
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Score 8.1 out of 101
24 Ratings
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Score 8 out of 101

Likelihood to Recommend

Cisco Unified Contact Center

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.
JAVIER DADDINO profile photo

NICE inContact CXone

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.
Hans Hong profile photo

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
8.9
NICE inContact CXone
8.3
Agent dashboard
Cisco Unified Contact Center
7.3
NICE inContact CXone
8.7
Validate callers
Cisco Unified Contact Center
8.4
NICE inContact CXone
7.7
Outbound response
Cisco Unified Contact Center
8.7
NICE inContact CXone
7.3
Call forwarding
Cisco Unified Contact Center
9.3
NICE inContact CXone
9.0
Click-to-call (CTC)
Cisco Unified Contact Center
8.8
NICE inContact CXone
7.0
Warm transfer
Cisco Unified Contact Center
9.0
NICE inContact CXone
9.0
Predictive dialing
Cisco Unified Contact Center
9.0
NICE inContact CXone
6.5
Interactive voice response
Cisco Unified Contact Center
9.4
NICE inContact CXone
9.5
REST APIs
Cisco Unified Contact Center
9.2
NICE inContact CXone
9.5
Call scripts
Cisco Unified Contact Center
8.8
NICE inContact CXone
8.5
Call tracking
Cisco Unified Contact Center
9.4
NICE inContact CXone
9.3
Multichannel integration
Cisco Unified Contact Center
9.6
NICE inContact CXone
7.5
CRM software integration
Cisco Unified Contact Center
8.8
NICE inContact CXone
9.0

Workforce Optimization (WFO)

Cisco Unified Contact Center
9.0
NICE inContact CXone
7.6
Inbound call routing
Cisco Unified Contact Center
9.6
NICE inContact CXone
9.0
Omnichannel inbound routing
Cisco Unified Contact Center
9.6
NICE inContact CXone
8.3
Recording
Cisco Unified Contact Center
9.2
NICE inContact CXone
6.4
Quality management
Cisco Unified Contact Center
9.5
NICE inContact CXone
6.0
Call analytics
Cisco Unified Contact Center
8.7
NICE inContact CXone
7.7
Historical reporting
Cisco Unified Contact Center
9.0
NICE inContact CXone
7.7
Live reporting
Cisco Unified Contact Center
8.3
NICE inContact CXone
7.0
Customer surveys
Cisco Unified Contact Center
8.3
NICE inContact CXone
9.0
Customer interaction analytics
Cisco Unified Contact Center
9.2
NICE inContact CXone
7.5

Pros

Cisco Unified Contact Center

  • 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.
JAVIER DADDINO profile photo

NICE inContact CXone

  • 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.
No photo available

Cons

Cisco Unified Contact Center

  • 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.
No photo available

NICE inContact CXone

  • 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.
Bhargav Nanekalva profile photo

Likelihood to Renew

Cisco Unified Contact Center

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.
No photo available

NICE inContact CXone

NICE inContact CXone 5.7
Based on 8 answers
Our group decided not to work with Attensity.
No photo available

Usability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
For the average user - it does what it says it will.
Onavie Boyce profile photo

Support

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 7.0
Based on 1 answer
They are responsive and helpful.
Onavie Boyce profile photo

Implementation

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

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.
Onavie Boyce profile photo

Alternatives Considered

Cisco Unified Contact Center

We didn't evaluate more than Cisco.
oriol lorenzo seva profile photo

NICE inContact CXone

Bhargav Nanekalva profile photo

Return on Investment

Cisco Unified Contact Center

  • 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.
No photo available

NICE inContact CXone

  • 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.
No photo available

Pricing Details

Cisco Unified Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

NICE inContact CXone

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

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