What users are saying about
48 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 8.2 out of 101
Based on 48 reviews and ratings
27 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 101
Based on 27 reviews and ratings
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
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.
Technical Support Manager
Videojet TechnologiesPrinting, 1001-5000 employees
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.

Verified User
Contributor in Information Technology
Information Technology and Services Company, 51-200 employeesNICE 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.

Verified User
Manager in Marketing
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesNICE 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.
Senior PHP Full Stack Developer
CloudSEKInternet, 51-200 employees
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.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesNICE 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

Verified User
Manager in Marketing
Telecommunications Company, 501-1000 employeesUsability
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.
Manager Data Quality
TMW SystemsConsumer Goods, 10,001+ employees
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
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.

Verified User
Administrative Assistant in Other
Higher Education Company, 1001-5000 employeesImplementation
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.
Manager Data Quality
TMW SystemsConsumer Goods, 10,001+ employees
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.
Ingeniero
Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesReturn 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.
Network Engineer
Saint Michael's CollegeHigher Education, 201-500 employees
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).
Universal agent
OrvisRetail, 5001-10,000 employees
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