What users are saying about
51 Ratings
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Score 9.3 out of 100
16 Ratings
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Score 8 out of 100

Feature Set Ratings

    Contact Center Software

    9.2

    Webex Contact Center

    92%

    NICE Satmetrix

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 13/13 features

    Agent dashboard

    9.3
    93%
    12 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    12 Ratings
    N/A
    0 Ratings

    Outbound response

    9.1
    91%
    9 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.9
    89%
    11 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Warm transfer

    9.7
    97%
    12 Ratings
    N/A
    0 Ratings

    Predictive dialing

    9.0
    90%
    8 Ratings
    N/A
    0 Ratings

    Interactive voice response

    9.5
    95%
    10 Ratings
    N/A
    0 Ratings

    REST APIs

    8.8
    88%
    10 Ratings
    N/A
    0 Ratings

    Call scripts

    8.3
    83%
    12 Ratings
    N/A
    0 Ratings

    Call tracking

    9.0
    90%
    11 Ratings
    N/A
    0 Ratings

    Multichannel integration

    9.7
    97%
    11 Ratings
    N/A
    0 Ratings

    CRM software integration

    9.8
    98%
    10 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    9.4

    Webex Contact Center

    94%

    NICE Satmetrix

    Feature Set Not Supported
    N/A
    Webex Contact Center ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    10 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Recording

    9.6
    96%
    11 Ratings
    N/A
    0 Ratings

    Quality management

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Call analytics

    9.8
    98%
    11 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.2
    82%
    11 Ratings
    N/A
    0 Ratings

    Live reporting

    9.6
    96%
    10 Ratings
    N/A
    0 Ratings

    Customer surveys

    9.2
    92%
    10 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    9.6
    96%
    9 Ratings
    N/A
    0 Ratings

    Survey Format & Appearance

    Webex Contact Center

    Feature Set Not Supported
    N/A
    8.0

    NICE Satmetrix

    80%
    NICE Satmetrix ranks higher in 3/3 features

    Survey templates

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Themes

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Custom logo/branding

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Survey Content

    Webex Contact Center

    Feature Set Not Supported
    N/A
    8.0

    NICE Satmetrix

    80%
    NICE Satmetrix ranks higher in 3/3 features

    Changes to live survey

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Question design help

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Multiple question types

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Survey Logic

    Webex Contact Center

    Feature Set Not Supported
    N/A
    8.0

    NICE Satmetrix

    80%
    NICE Satmetrix ranks higher in 1/1 features

    Survey logic flexibility

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Survey Reporting & Analytics

    Webex Contact Center

    Feature Set Not Supported
    N/A
    8.0

    NICE Satmetrix

    80%
    NICE Satmetrix ranks higher in 5/5 features

    Response tracking

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Data export

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Standard reports

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Custom reports

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Analytics

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Survey Administration & Security

    Webex Contact Center

    Feature Set Not Supported
    N/A
    8.0

    NICE Satmetrix

    80%
    NICE Satmetrix ranks higher in 2/2 features

    Access controls

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Compliance

    N/A
    0 Ratings
    8.0
    80%
    2 Ratings

    Attribute Ratings

    • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.7

    Webex Contact Center

    97%
    12 Ratings
    4.0

    NICE Satmetrix

    40%
    7 Ratings

    Likelihood to Renew

    Webex Contact Center

    N/A
    0 Ratings
    5.1

    NICE Satmetrix

    51%
    5 Ratings

    Likelihood to Recommend

    Cisco

    It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs. I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
    Read full review

    NICE Systems

    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.
    Read full review

    Pros

    Cisco

    • Simple and easy to use dashboard
    • Auto generation of transcripts
    • AI supporting the operator as a virtual assistant
    • Well suited for a large number of user
    • Customer support
    Read full review

    NICE Systems

    • 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!
    Read full review

    Cons

    Cisco

    • The chat space could be improved within the call rooms to be able to share quick writings.
    • In international calls there are usually failures, especially audio.
    • Being able to have an unlimited number of users at the same time in basic rooms.
    Read full review

    NICE Systems

    • 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.
    Read full review

    Pricing Details

    Webex Contact Center

    Starting Price

    Editions & Modules

    Webex Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Talk to Expert

      NICE Satmetrix

      Starting Price

      Editions & Modules

      NICE Satmetrix editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        Likelihood to Renew

        Cisco

        No answers on this topic

        NICE Systems

        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.
        Read full review

        Alternatives Considered

        Cisco

        Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.
        Read full review

        NICE Systems

        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.
        Read full review

        Return on Investment

        Cisco

        • It doesn't take a lot of investment to train new Webex users.
        • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
        • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
        Read full review

        NICE Systems

        • 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.
        Read full review

        Add comparison