Cisco Unified Contact Center vs NICE inContact CXone | TrustRadius

What users are saying about

Score 8.2 out of 10

Based on 48 reviews and ratings

Score 7.8 out of 10

Based on 27 reviews and ratings

Feature Rating Comparison

Cisco Unified Contact Center

NICE inContact CXone

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Unified Contact Center

NICE inContact CXone

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Verified User

Contributor in Information Technology

Information Technology and Services Company, 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The Express Unified Contact Center version is getting outdated and has capacity limitations.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

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

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Verified User

Manager in Marketing

Telecommunications Company, 501-1000 employees

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Usability

No score

No answers yet

No answers on this topic

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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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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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Support

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.

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Services Team Lead - Technical Services

NTT Ltd.Information Technology and Services, 10,001+ employees

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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.

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Verified User

Administrative Assistant in Other

Higher Education Company, 1001-5000 employees

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Implementation

No score

No answers yet

No answers on this topic

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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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Manager Data Quality

TMW SystemsConsumer Goods, 10,001+ employees

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Alternatives Considered

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.

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Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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Return on Investment

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.

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Network Engineer

Saint Michael's CollegeHigher Education, 201-500 employees

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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).

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Universal agent

OrvisRetail, 5001-10,000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Cisco Unified Contact Center

NICE inContact CXone

Cisco Unified Contact Center

NICE inContact CXone

Cisco Unified Contact Center

NICE inContact CXone

Cisco Unified Contact Center

NICE inContact CXone

Cisco Unified Contact Center

NICE inContact CXone

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