Cisco VoIP PBX (discontinued) vs. NICE CXone

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco VoIP PBX (discontinued)
Score 7.6 out of 10
N/A
Cisco's VoIP PBX product has reached its end-of-life, and is no longer available for sale.N/A
NICE CXone
Score 7.7 out of 10
N/A
NICE CXone is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as omnichannel routing, workforce optimization, automatic call distribution (ACD), interactive voice response (IVR) system, feedback management, and interaction analytics.
$71
per month per user
Pricing
Cisco VoIP PBX (discontinued)NICE CXone
Editions & Modules
No answers on this topic
Digital Agent
$71
per month per user
Voice Agent
$94
per month per user
Omnichannel Agent
$110
per month per user
Essential Suite
$135
per month per user
Core Suite
$169
per month per user
Complete Suite
$209
per month per user
Offerings
Pricing Offerings
Cisco VoIP PBX (discontinued)NICE CXone
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cisco VoIP PBX (discontinued)NICE CXone
Top Pros
Top Cons
Features
Cisco VoIP PBX (discontinued)NICE CXone
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco VoIP PBX (discontinued)
-
Ratings
NICE CXone
8.1
547 Ratings
3% below category average
Agent dashboard00 Ratings8.8527 Ratings
Validate callers00 Ratings8.1444 Ratings
Outbound response00 Ratings9.1464 Ratings
Call forwarding00 Ratings7.8420 Ratings
Click-to-call (CTC)00 Ratings8.3382 Ratings
Warm transfer00 Ratings8.5500 Ratings
Predictive dialing00 Ratings8.0302 Ratings
Interactive voice response00 Ratings9.0352 Ratings
REST APIs00 Ratings5.5285 Ratings
Call scripts00 Ratings6.0303 Ratings
Call tracking00 Ratings8.4481 Ratings
Multichannel integration00 Ratings8.3343 Ratings
CRM software integration00 Ratings9.4342 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco VoIP PBX (discontinued)
-
Ratings
NICE CXone
7.7
525 Ratings
7% below category average
Inbound call routing00 Ratings7.9485 Ratings
Omnichannel inbound routing00 Ratings7.7354 Ratings
Recording00 Ratings8.3467 Ratings
Quality management00 Ratings7.4452 Ratings
Call analytics00 Ratings8.2460 Ratings
Historical reporting00 Ratings8.5451 Ratings
Live reporting00 Ratings8.3437 Ratings
Customer surveys00 Ratings5.2281 Ratings
Customer interaction analytics00 Ratings8.1299 Ratings
Best Alternatives
Cisco VoIP PBX (discontinued)NICE CXone
Small Businesses
Sangoma Asterisk
Sangoma Asterisk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
Sangoma Asterisk
Sangoma Asterisk
Score 8.3 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Sangoma Asterisk
Sangoma Asterisk
Score 8.3 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco VoIP PBX (discontinued)NICE CXone
Likelihood to Recommend
7.6
(8 ratings)
8.4
(578 ratings)
Likelihood to Renew
-
(0 ratings)
9.6
(24 ratings)
Usability
9.0
(1 ratings)
8.3
(552 ratings)
Availability
-
(0 ratings)
3.7
(7 ratings)
Performance
-
(0 ratings)
9.2
(7 ratings)
Support Rating
8.0
(1 ratings)
7.7
(5 ratings)
In-Person Training
-
(0 ratings)
3.0
(4 ratings)
Online Training
-
(0 ratings)
7.0
(5 ratings)
Implementation Rating
-
(0 ratings)
8.0
(8 ratings)
Configurability
-
(0 ratings)
7.0
(4 ratings)
Ease of integration
-
(0 ratings)
7.0
(4 ratings)
Product Scalability
-
(0 ratings)
6.7
(7 ratings)
Vendor post-sale
-
(0 ratings)
4.4
(5 ratings)
Vendor pre-sale
-
(0 ratings)
4.4
(5 ratings)
User Testimonials
Cisco VoIP PBX (discontinued)NICE CXone
Likelihood to Recommend
Discontinued Products
The solution has almost everything I need to do my job, which is to keep in touch with my customers by phone calls and meetings. On the go, the softphone has room to improve user experience (Cisco Jabber), and as far as I know, Webex App should fill the gaps left by Jabber, but it depends to upgrade the system to the last version and that costs. Besides that, the solution is rock solid! Good audio quality in voice and video, integration with MSFT Teams and so reliable.
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NICE Systems
NICE CXone offers a comprehensive range of tools that cover every aspect of customer interaction, from omnichannel communication to analytics and workforce optimization. It makes it very simple for us administrators to provide everything the customer needs. At the moment, I cannot think of a scenario where CXone is less appropriate, at least when comparing it to its competitors.
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Pros
Discontinued Products
  • Local routing on remote branches
  • Telephony features flexibility
  • Different endpoint alternatives for all use cases
  • Real integration with other systems or platforms
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NICE Systems
  • We can restrict the access for agents in this so that easily restrict them to avoid from the mistakes
  • The managers can easily setup a schedule via HOO for Holidays and during emergency which is more helpful.
  • The studio is more friendly with action items instead of coding, also the help option is very handy and easy to understand.
  • The call trace is more helpful and exact view of how the call process and it's very helpful for troubleshooting
  • Reporting is very easy and helpful.
  • Dashboard is awesome, no word to describe it
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Cons
Discontinued Products
  • The setup flow was limited, unclear, and was not working for a while, IT didn't manage to fix it.
  • The UI looks terribly old, not even a little bit looking like a hardphone.
  • More options during a call.
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NICE Systems
  • There can be changes in interface of the app, however it's still very good
  • I would appreciete detailed web page with all necessary information, but when I need anything, the customer support is very quick and provide all the information
  • Hardly to find any other :)
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Likelihood to Renew
Discontinued Products
No answers on this topic
NICE Systems
Nice made it possible for employees to work from anywhere with access to the internet, it made it possible to extract data from contacts in a very thorough way. In addition, the meticaes can be fully customized and the day-to-day monitoring of the operation is more visible.With nice, contacts with clients abroad became easier.
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Usability
Discontinued Products
All main features is very easy to access and use, only pressing a button or two (when you need to page up or page down the features set!) in the desk phone or a click of the mouse to place a call, start a chat, video call or a meeting. Very straight forward.
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NICE Systems
Things could be improved, such as call history and a user-friendly UI. Besides that, it was a great way to track and manage our team remotely, which changed the game for us post-covid. Everything else was pretty simple to use whether it was answering calls, dialing a customer, or leaving a voicemail. Overall, everything is very straightforward.
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Reliability and Availability
Discontinued Products
No answers on this topic
NICE Systems
NICE inContact CXone is available when you need it. I have been using it for about a year and I have never suffered any issues that caused my not to have access to the product. If there are updates, they must be downloaded and install in the background because I do not see them
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Performance
Discontinued Products
No answers on this topic
NICE Systems
NICE inContact CXone performs very well even on old computers that are limited in resources. I use a older computer with limited memory and it seems to handle NICE inContact CXone very well in most cases. There will be times when it acts up for whatever reason bust over ninety percent of the time.
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Support Rating
Discontinued Products
Cisco offers online instruction on the use of the VoIP but it has to be sought out. Likely, the do offer additional support but this is managed by our IT department so it is difficult to determine just how accessible Cisco has been regarding the implementation and ongoing support for this product.
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NICE Systems
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.
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In-Person Training
Discontinued Products
No answers on this topic
NICE Systems
We did not have face-to-face training and I believe that there was no mistake by nice, as the system was acquired amidst the pandemic and social restrictions.
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Online Training
Discontinued Products
No answers on this topic
NICE Systems
I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.I would rate 10, since the explanations were far enough to catch all the usabilities.
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Implementation Rating
Discontinued Products
No answers on this topic
NICE Systems
In spite of not having a relevant participation in the implementation process, I understand that the main insights are, internal tests before presenting to the final customer, this avoids the highest delay in the acquisition process, such as more frequent errors, tests that may mitigate the errors at the time of implementation.
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Alternatives Considered
Discontinued Products
As we all know,Cisco is one of the best and trusted companies when it comes to networking,most of our materials were all Cisco,Cisco routers,Cisco IP phones..etc They're more handy and easy to use and don't require an IT experience,I used an IP phone to receive a call,and it was very easy to use and the sound was clear,here it comes the good configuration of a Cisco Voip PBx
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NICE Systems
When it comes to this specific situation (cell centers) NICE definitely has an ADP beat. The analytics, scheduling, and forecasts are extremely well-tailored for this situation. ADP has a more comprehensive solution in my opinion - I feel their UI and mobile app are also more user-friendly. But in terms of performance management functionality, NICE has a more robust system and is able to create additional metrics if we need them When I used ADP there were no custom options available.
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Scalability
Discontinued Products
No answers on this topic
NICE Systems
I rated 10, because Nice CX one is very much functional. You can simply acess it by website Nice, in any navigator, desktop, notebook or mobile, so you can in a fast way run on every departament of the company.
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Return on Investment
Discontinued Products
  • Positive impact is users are happy with service provided by Cisco VoIP PBX.
  • End-users are happy by using multiple functions like conferencing, transferring, call park, etc.
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NICE Systems
  • CXone's omnichannel capabilities and advanced analytics tools enable streamlined processes, increasing agent productivity and reducing handling times. This efficiency translates into cost savings by minimizing operational expenses and maximizing resource utilization.
  • With comprehensive insights into customer interactions and preferences, companies can deliver personalized experiences, leading to higher customer satisfaction and loyalty. With the Voice of the Customer tool, we are able to measure customer satisfaction and provide these statistics to potential future clients.
  • The cloud-based platform is very scalable, allowing us to quickly make adjustments to existing contact delivery as well as stand up new products in a more timely fashion.
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ScreenShots

NICE CXone Screenshots

Screenshot of CXone DashboardScreenshot of the Enlighten Copilot, which gives agents smarter interactions, personalized coaching, and automation opportunities.Screenshot of CXone Workforce Management, the omnichannel forecasting and scheduling engine.Screenshot of CXone Studio, a visual tool that does not require programming skills, but instead empowers everyone—from business user to routing flow programmer—to build and manage routing flows for all channels.Screenshot of CXone Interaction Analytics, which is used to get actionable insights from every voice, digital, and self-service customer interaction.Screenshot of CXone Performance Management, used to align employee performance, contact center goals, and customer expectations with continuous improvement.