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Top Rated
97 Ratings
57 Ratings
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Score 8 out of 100

NICE inContact CXone

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Top Rated
97 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

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 | TrustRadius Reviewer

NICE inContact CXone

Well suited if you take different type of calls & have a big team. You can, via the IVR options, split the calls & then can decide in Central who in your team will be receiving which calls. It is really good once you are familiar with Studio as you can update your options yourself without calling professional services. You can be reactive & proactive depending on your needs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.7
NICE inContact CXone
8.2
Agent dashboard
Cisco Unified Contact Center
7.4
NICE inContact CXone
8.3
Validate callers
Cisco Unified Contact Center
7.9
NICE inContact CXone
8.3
Outbound response
Cisco Unified Contact Center
7.6
NICE inContact CXone
7.1
Call forwarding
Cisco Unified Contact Center
8.1
NICE inContact CXone
8.1
Click-to-call (CTC)
Cisco Unified Contact Center
8.0
NICE inContact CXone
7.1
Warm transfer
Cisco Unified Contact Center
8.3
NICE inContact CXone
8.2
Predictive dialing
Cisco Unified Contact Center
7.6
NICE inContact CXone
7.9
Interactive voice response
Cisco Unified Contact Center
8.0
NICE inContact CXone
8.4
REST APIs
Cisco Unified Contact Center
7.6
NICE inContact CXone
8.5
Call scripts
Cisco Unified Contact Center
6.8
NICE inContact CXone
8.5
Call tracking
Cisco Unified Contact Center
8.6
NICE inContact CXone
8.6
Multichannel integration
Cisco Unified Contact Center
7.0
NICE inContact CXone
8.4
CRM software integration
Cisco Unified Contact Center
7.4
NICE inContact CXone
8.6

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.7
NICE inContact CXone
8.4
Inbound call routing
Cisco Unified Contact Center
8.4
NICE inContact CXone
9.0
Omnichannel inbound routing
Cisco Unified Contact Center
7.4
NICE inContact CXone
8.6
Recording
Cisco Unified Contact Center
7.8
NICE inContact CXone
8.3
Quality management
Cisco Unified Contact Center
8.0
NICE inContact CXone
8.2
Call analytics
Cisco Unified Contact Center
7.6
NICE inContact CXone
8.3
Historical reporting
Cisco Unified Contact Center
8.4
NICE inContact CXone
8.1
Live reporting
Cisco Unified Contact Center
8.0
NICE inContact CXone
7.6
Customer surveys
Cisco Unified Contact Center
6.6
NICE inContact CXone
8.8
Customer interaction analytics
Cisco Unified Contact Center
7.0
NICE inContact CXone
8.5

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.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • 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.
Hans Hong | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco Unified Contact Center

Cisco Unified Contact Center 9.1
Based on 5 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Anonymous | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 9.1
Based on 9 answers
We will most likely renew our use of Attensity because of our history with them. Overall it has been a good relationship, however we do feel as if we could be getting more value. A big initiative of mine this year is to start getting as much value out of the product as I possibly can.
Justin Sarni | TrustRadius Reviewer

Usability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

NICE inContact CXone

NICE inContact CXone 8.4
Based on 61 answers
Most of the areas of NICE inContact CXone are very user friendly. The menus are easy to navigate and the help screens are actually helpful. There are plenty of advanced features with NICE to use as well, but overall usage for the daily user is very easy to understand and navigate.
Lenny Byers | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 8.1
Based on 8 answers
Like most Cisco Products, there is a lot of documentation around Cisco Unified Contact Center (Express and Enterprise). Most of the information that is required to maintain, administer and troubleshoot an install is available on the internet or specifically on Cisco's website. There is a large community of users, engineers, etc with different use cases, challenges and solutions to fit almost any scenario. Support is also available through Cisco TAC.
Frank Paul Onwude | TrustRadius Reviewer

NICE inContact CXone

NICE inContact CXone 7.5
Based on 3 answers
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.
Kevin Lintner | TrustRadius Reviewer

Implementation Rating

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 | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

The Avaya solution was not up to date any longer and we began a search for a one-vendor-solution. If you compare the features they are quite similar and offer benefits on both sides. We went with Cisco since they are the market-leader
Anonymous | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Unified Contact Center

  • 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.
Arturo Lopez | TrustRadius Reviewer

NICE inContact CXone

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Cisco Unified Contact Center

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
9.8
NICE inContact CXone
8.5

Likelihood to Renew

Cisco Unified Contact Center
9.1
NICE inContact CXone
9.1

Usability

Cisco Unified Contact Center
NICE inContact CXone
8.4

Support Rating

Cisco Unified Contact Center
8.1
NICE inContact CXone
7.5

Implementation Rating

Cisco Unified Contact Center
NICE inContact CXone
7.0

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