16 Ratings
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Top Rated
661 Ratings
16 Ratings
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Score 7.1 out of 100

NICE CXone (formerly NICE inContact)

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Top Rated
661 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Cisco VoIP PBX

Smaller organizations, offices in remote locations, and locations were internet service is intermittent or costly would benefit from using Cisco VoIP PBX. The ability to combine the internet and phone service results in improved and consistent connectivity. And the overall expense to outfit a small to medium size office is extremely cost-effective.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

We get over 3,000 calls/month for a variety of Radiology scheduling requests, so we needed a scheduling system that had the scalability and optics to allow us to manage this giant beast. We had previously been relying only on people scheduling between their visits and between checking in visitors, so we had no dedicated team of schedulers or a software to support. We are only on our first month, but have seen amazing results thus far.
Jerry Newsom | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.1
Agent dashboard
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.3
Validate callers
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.3
Outbound response
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.2
Call forwarding
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.4
Click-to-call (CTC)
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.6
Warm transfer
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.5
Predictive dialing
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
7.4
Interactive voice response
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.0
REST APIs
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
7.8
Call scripts
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.0
Call tracking
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.3
Multichannel integration
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
7.9
CRM software integration
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
7.9

Workforce Optimization (WFO)

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.3
Inbound call routing
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.5
Omnichannel inbound routing
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.2
Recording
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.5
Quality management
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.5
Call analytics
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.4
Historical reporting
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.3
Live reporting
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.4
Customer surveys
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
7.9
Customer interaction analytics
Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.0

Pros

Cisco VoIP PBX

  • Improved internet connectivity which means improved phone service as well.
  • Cost efficient, especially for tighter budgets.
  • User-friendly and little to no training required.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • The quality of the calls are great, i rarely have to report any type of call issues
  • The admin portal is very organized and it makes it easier to find information about users and stations
  • The prebuilt reports that it has are very useful when it comes to assisting users in regards to finding information
Jose Turcios | TrustRadius Reviewer

Cons

Cisco VoIP PBX

  • There are no outstanding issues with this system to-date.
  • Aesthetically speaking, the actual devise could use a sleeker and less "boxy" look.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • When making a manual outbound it would be nice to be able to enter the number and just hit "enter" instead of having to hover with the mouse, wait for the dialing prompt to appear then click it.
  • It would be nice if NICE CXone didn't send you a new call while you're entering a manual outbound number.
  • When scheduling a callback, NICE CXone will kick you out of that record/callback schedule screen before you can complete scheduling if a call comes in while scheduling the call.
  • When scheduling a call, it would be nice to just enter the time instead of having to click on the hour then enter it, click on the minutes, and hope that you click on the right spot. If you don't click on the right spot, you'll have to get super close to the screen to hit the right spot to enter the minutes.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Cisco VoIP PBX

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 19 answers
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.
Vinicius Leite | TrustRadius Reviewer

Usability

Cisco VoIP PBX

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 391 answers
I would say [NICE CXone (formerly NICE inContact)] is a brilliant idea especially in terms of a business, I think there are very few things that I don't like and it really does help speed up the workflow of my job while allowing interactions with customers to be more effective. So as a user I really appreciate the concept of [NICE CXone].
Edward Oberlton | TrustRadius Reviewer

Reliability and Availability

Cisco VoIP PBX

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.5
Based on 6 answers
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
Anonymous | TrustRadius Reviewer

Performance

Cisco VoIP PBX

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
Based on 6 answers
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.
Anonymous | TrustRadius Reviewer

Support Rating

Cisco VoIP PBX

Cisco VoIP PBX 8.0
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.4
Based on 6 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

In-Person Training

Cisco VoIP PBX

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.9
Based on 3 answers
It was very entertaining, we received the training from the best trainers. I think the information that they provided was very interesting. We receive a lot of very good information to forward to all the users of this need tool and answers were given in the correct time and form.
Anonymous | TrustRadius Reviewer

Online Training

Cisco VoIP PBX

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.1
Based on 5 answers
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.
Dailson Laurentino | TrustRadius Reviewer

Implementation Rating

Cisco VoIP PBX

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 9 answers
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.
Dailson Laurentino | TrustRadius Reviewer

Alternatives Considered

Cisco VoIP PBX

All of the Cisco VoIP products have been intuitive, appropriate for the size of the organization, effective, and easily accessible.
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

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

Scalability

Cisco VoIP PBX

No score
No answers yet
No answers on this topic

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.3
Based on 6 answers
As for the flexibility of the tool, there is no doubt about it. It can be used by different areas and these areas can use the tool from anywhere. At a time when we are experiencing a pandemic, the software came to facilitate our home office work and customer contact operations, which were previously tied to telephony. My score is 9, I won't give it a 10, because at the beginning we had a lot of difficulty with the tool, which requires a somewhat high internet level.
Vinicius Leite | TrustRadius Reviewer

Return on Investment

Cisco VoIP PBX

  • Employees are please with both the internet and phone service.
  • Supervisor relationships with leadership at the larger organization remain connected.
  • Cost is minimal!
Anonymous | TrustRadius Reviewer

NICE CXone (formerly NICE inContact)

  • It impacts our company daily as we utilize NICE CXone services every day, 24/7.
  • It is relatively easy to use and doesn't cause problem: The NOC shift doesn't get to have IT support. The fact that we don't hear any issue from them shows that NICE CXone is a stable platform that doesn't have much problem and easy to use.
  • The report impacted my work because I don't need to contact specific supervisors for staffs' attendance.
Gordon Ng | TrustRadius Reviewer

Screenshots

Pricing Details

Cisco VoIP PBX

General

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

NICE CXone (formerly NICE inContact)

General

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

Rating Summary

Likelihood to Recommend

Cisco VoIP PBX
9.0
NICE CXone (formerly NICE inContact)
8.3

Likelihood to Renew

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.6

Usability

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.5

Reliability and Availability

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
7.5

Performance

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.0

Support Rating

Cisco VoIP PBX
8.0
NICE CXone (formerly NICE inContact)
7.4

In-Person Training

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
6.9

Online Training

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.1

Implementation Rating

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
8.2

Scalability

Cisco VoIP PBX
NICE CXone (formerly NICE inContact)
7.3

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