48 Ratings
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Score 8.2 out of 101
27 Ratings
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Score 7.8 out of 101

Likelihood to Recommend

Cisco Unified Contact Center

Cisco Unified Contact Center (UCCE) is best suited in the Large Enterprise Contact Centers that are geographically diverse (over 4K seats), and need to still support older ACD or PBX investments or have a need for a central routing platform to complement an array of ACD or PBX vendor connections.Nice InContact and Genesys PureCloud offerings are better suited to survive the next 5-10 years as they require less investment in deployment and implementation costs, Data Center space, hardware, etc.
James Riley 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
8.5
NICE inContact CXone
8.3
Agent dashboard
Cisco Unified Contact Center
7.3
NICE inContact CXone
8.5
Validate callers
Cisco Unified Contact Center
8.4
NICE inContact CXone
7.6
Outbound response
Cisco Unified Contact Center
8.6
NICE inContact CXone
7.3
Call forwarding
Cisco Unified Contact Center
8.6
NICE inContact CXone
9.0
Click-to-call (CTC)
Cisco Unified Contact Center
7.9
NICE inContact CXone
7.0
Warm transfer
Cisco Unified Contact Center
8.6
NICE inContact CXone
9.0
Predictive dialing
Cisco Unified Contact Center
8.6
NICE inContact CXone
6.5
Interactive voice response
Cisco Unified Contact Center
9.1
NICE inContact CXone
9.5
REST APIs
Cisco Unified Contact Center
8.5
NICE inContact CXone
9.5
Call scripts
Cisco Unified Contact Center
8.3
NICE inContact CXone
8.4
Call tracking
Cisco Unified Contact Center
9.1
NICE inContact CXone
9.0
Multichannel integration
Cisco Unified Contact Center
8.9
NICE inContact CXone
7.5
CRM software integration
Cisco Unified Contact Center
8.0
NICE inContact CXone
9.0

Workforce Optimization (WFO)

Cisco Unified Contact Center
8.5
NICE inContact CXone
7.8
Inbound call routing
Cisco Unified Contact Center
9.3
NICE inContact CXone
9.0
Omnichannel inbound routing
Cisco Unified Contact Center
8.9
NICE inContact CXone
8.3
Recording
Cisco Unified Contact Center
9.1
NICE inContact CXone
7.1
Quality management
Cisco Unified Contact Center
9.2
NICE inContact CXone
6.6
Call analytics
Cisco Unified Contact Center
7.9
NICE inContact CXone
7.5
Historical reporting
Cisco Unified Contact Center
8.8
NICE inContact CXone
7.5
Live reporting
Cisco Unified Contact Center
8.3
NICE inContact CXone
7.3
Customer surveys
Cisco Unified Contact Center
7.4
NICE inContact CXone
9.0
Customer interaction analytics
Cisco Unified Contact Center
7.4
NICE inContact CXone
7.5

Pros

Cisco Unified Contact Center

  • 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.
No photo available

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
Attensity is pretty good at creating barriers to exit with their tool. It takes quite a bit of staging and preparation to setup the API connection between it's tool and your current tools that bring in the customer sentiment. That being said, once its all automated it is quite convenient to have auto-populated reports showing how customers feel about your brand. This was the primary reason to renew the contract
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

Cisco Unified Contact Center 8.2
Based on 2 answers
I am slightly biased as I require very little support these days to accomplish what is needed in the platforms. However, when I engage support with an issue and I present them a complete package and all required details up front, they are swift in their review and response with a resolution. Most of the time there is already an existing fix readily available.
James Riley profile photo

NICE inContact CXone

NICE inContact CXone 8.0
Based on 2 answers
Customer service, for the most part, has been pretty helpful, but occasionally they jump to conclusions without letting you finish.
No photo available

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

The base in the infrastructure for any architecture within the company has been Cisco and with CCX which is one of the most complete for the needs in the market we are covering.
Arturo Lopez profile photo

NICE inContact CXone

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.
No photo available

Return on Investment

Cisco Unified Contact Center

  • This product allows users to handle large call volumes more efficiently.
  • Once it is set up, there is a minimal need for ongoing support. End users are relatively self sufficient in using the system.
  • It has not required a lot of care and feeding, which is very important to us.
Shawn Umansky profile photo

NICE inContact CXone

  • It has improved call times and interactions over just a standard calling system.
  • During peak season, it has hindered our calls by freezing or crashing due to the volume. This costs us business from customers who do not call back, and we are unable to call back since the system crashed and we lost the call history (unless it is a supervisor).
Josh kimball profile photo

Pricing Details

Cisco Unified Contact Center

General

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

NICE inContact CXone

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
9.4
NICE inContact CXone
8.3

Likelihood to Renew

Cisco Unified Contact Center
9.8
NICE inContact CXone
5.7

Usability

Cisco Unified Contact Center
NICE inContact CXone
7.0

Support

Cisco Unified Contact Center
8.2
NICE inContact CXone
8.0

Implementation

Cisco Unified Contact Center
NICE inContact CXone
7.0

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