What users are saying about
24 Ratings
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Score 8.4 out of 100
15 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

NICE Satmetrix

Satmetrix is best suited if you don't currently use Salesforce. A lot of its main selling points are negated by the virtue of having Salesforce. Case management is in Salesforce, reporting is in Salesforce, the structure that NPX imposes is actually clunky and unwieldy, and is much more streamlined on competing platforms such as GetFeedback and SurveyMonkey. The only thing that leaves is the consultative service on being best practice and I don't really get to see any of that.
Simon Whight | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Webex Contact Center
8.3
NICE Satmetrix
Agent dashboard
Webex Contact Center
7.7
NICE Satmetrix
Validate callers
Webex Contact Center
8.9
NICE Satmetrix
Outbound response
Webex Contact Center
8.8
NICE Satmetrix
Call forwarding
Webex Contact Center
9.1
NICE Satmetrix
Click-to-call (CTC)
Webex Contact Center
8.8
NICE Satmetrix
Warm transfer
Webex Contact Center
7.7
NICE Satmetrix
Predictive dialing
Webex Contact Center
8.3
NICE Satmetrix
Interactive voice response
Webex Contact Center
9.1
NICE Satmetrix
REST APIs
Webex Contact Center
9.1
NICE Satmetrix
Call scripts
Webex Contact Center
7.3
NICE Satmetrix
Call tracking
Webex Contact Center
7.9
NICE Satmetrix
Multichannel integration
Webex Contact Center
7.7
NICE Satmetrix
CRM software integration
Webex Contact Center
7.9
NICE Satmetrix

Workforce Optimization (WFO)

Webex Contact Center
8.6
NICE Satmetrix
Inbound call routing
Webex Contact Center
9.1
NICE Satmetrix
Omnichannel inbound routing
Webex Contact Center
8.5
NICE Satmetrix
Recording
Webex Contact Center
7.5
NICE Satmetrix
Quality management
Webex Contact Center
9.1
NICE Satmetrix
Call analytics
Webex Contact Center
7.7
NICE Satmetrix
Historical reporting
Webex Contact Center
7.9
NICE Satmetrix
Live reporting
Webex Contact Center
9.1
NICE Satmetrix
Customer surveys
Webex Contact Center
9.1
NICE Satmetrix
Customer interaction analytics
Webex Contact Center
9.1
NICE Satmetrix

Survey Format & Appearance

Webex Contact Center
NICE Satmetrix
8.0
Survey templates
Webex Contact Center
NICE Satmetrix
8.0
Themes
Webex Contact Center
NICE Satmetrix
8.0
Custom logo/branding
Webex Contact Center
NICE Satmetrix
8.0

Survey Content

Webex Contact Center
NICE Satmetrix
8.0
Changes to live survey
Webex Contact Center
NICE Satmetrix
8.0
Question design help
Webex Contact Center
NICE Satmetrix
8.0
Multiple question types
Webex Contact Center
NICE Satmetrix
8.0

Survey Logic

Webex Contact Center
NICE Satmetrix
8.0
Survey logic flexibility
Webex Contact Center
NICE Satmetrix
8.0

Survey Reporting & Analytics

Webex Contact Center
NICE Satmetrix
8.0
Response tracking
Webex Contact Center
NICE Satmetrix
8.0
Data export
Webex Contact Center
NICE Satmetrix
8.0
Standard reports
Webex Contact Center
NICE Satmetrix
8.0
Custom reports
Webex Contact Center
NICE Satmetrix
8.0
Analytics
Webex Contact Center
NICE Satmetrix
8.0

Survey Administration & Security

Webex Contact Center
NICE Satmetrix
8.0
Access controls
Webex Contact Center
NICE Satmetrix
8.0
Compliance
Webex Contact Center
NICE Satmetrix
8.0

Pros

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

NICE Satmetrix

  • Ease of use; SaaS solution, all web based - simple, straightforward and easy to use
  • Multi lingual; we are able to use multiple languages for our surveys
  • Reporting is very flexible; reports can be run for pretty much any data point that you can capture!
Geoff Gardner, MSPM, MBCS, CITP | TrustRadius Reviewer

Cons

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | TrustRadius Reviewer

NICE Satmetrix

  • Implementation did not go as well as planned and there were problems.
  • If you are running multiple surveys, slicing and dicing data is not that simple.
Lawrence Kravitz | TrustRadius Reviewer

Likelihood to Renew

Webex Contact Center

No score
No answers yet
No answers on this topic

NICE Satmetrix

NICE Satmetrix 5.1
Based on 5 answers
The previous experience was so negative that even if they have improved since then it wouldn't help. Another more pertinent reason is because we have an existing 3 year contract with Medallia. Lastly, vendor transitions in our environment (B2B in 132 countries) is extremely painful. I've managed two of them and wouldn't wish it on my worst enemy.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | TrustRadius Reviewer

NICE Satmetrix

I haven't evaluated any other products. Our executive team selected NPS as the preferred measurement of customer sentiment and Satmetrix is the only certification company I am aware of.
Anonymous | TrustRadius Reviewer

Return on Investment

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
Anonymous | TrustRadius Reviewer

NICE Satmetrix

  • With the knowledge gained front he transactional surveys, Satmetrix helped us significantly improve our customer service processes.
  • Combined with the relationship survey, we were ultimately able to improve our customer retention by over 20% within 2 years.
Rob Ellison | TrustRadius Reviewer

Pricing Details

Webex Contact Center

General

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

NICE Satmetrix

General

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

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
NICE Satmetrix
4.0

Likelihood to Renew

Webex Contact Center
NICE Satmetrix
5.1

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