NICE CXone vs. Webex Calling

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NICE CXone
Score 7.9 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
Webex Calling
Score 8.4 out of 10
N/A
Webex Calling is Cisco’s flagship cloud calling solution with over 12 million users worldwide. It delivers an enterprise-grade calling experience that enables customers to replace PBX hardware with a cloud calling solution. Webex Calling's connectivity and collaboration experience includes calling, meetings, messaging, contact center, and integrated devices.
$11.95
per month per user
Pricing
NICE CXoneWebex Calling
Editions & Modules
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
Basic Plan
$0.00
user/month
Cisco Unified Communications Manager
$0
Call Plan
$17.00
user/month
Call + Meet Plan
$25.00
user/month
Enterprise Plan
Contact Sales
Offerings
Pricing Offerings
NICE CXoneWebex Calling
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
NICE CXoneWebex Calling
Considered Both Products
NICE CXone

No answer on this topic

Webex Calling
Chose Webex Calling
I find this product to be very easily deployed as well as configured. With this platform, it does not really matter from where you are using it be it home or office or any meeting room this platform just seamlessly integrates into your company. Moreover, the user interface is …
Top Pros
Top Cons
Features
NICE CXoneWebex Calling
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
NICE CXone
8.1
547 Ratings
3% below category average
Webex Calling
-
Ratings
Agent dashboard8.7527 Ratings00 Ratings
Validate callers8.2444 Ratings00 Ratings
Outbound response9.0464 Ratings00 Ratings
Call forwarding7.8420 Ratings00 Ratings
Click-to-call (CTC)8.2382 Ratings00 Ratings
Warm transfer8.5500 Ratings00 Ratings
Predictive dialing8.2302 Ratings00 Ratings
Interactive voice response8.9352 Ratings00 Ratings
REST APIs6.0285 Ratings00 Ratings
Call scripts6.2303 Ratings00 Ratings
Call tracking8.4481 Ratings00 Ratings
Multichannel integration8.3343 Ratings00 Ratings
CRM software integration9.3342 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
NICE CXone
7.9
525 Ratings
4% below category average
Webex Calling
-
Ratings
Inbound call routing8.0485 Ratings00 Ratings
Omnichannel inbound routing7.8354 Ratings00 Ratings
Recording8.4467 Ratings00 Ratings
Quality management7.5452 Ratings00 Ratings
Call analytics8.3460 Ratings00 Ratings
Historical reporting8.6451 Ratings00 Ratings
Live reporting8.3437 Ratings00 Ratings
Customer surveys5.7281 Ratings00 Ratings
Customer interaction analytics8.2299 Ratings00 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
NICE CXone
-
Ratings
Webex Calling
7.8
5 Ratings
3% below category average
High quality audio00 Ratings8.05 Ratings
High quality video00 Ratings7.65 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
NICE CXone
-
Ratings
Webex Calling
7.8
5 Ratings
2% below category average
Desktop sharing00 Ratings7.85 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
NICE CXone
-
Ratings
Webex Calling
7.2
5 Ratings
10% below category average
Calendar integration00 Ratings7.65 Ratings
Meeting initiation00 Ratings6.55 Ratings
Record meetings / events00 Ratings7.35 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
NICE CXone
-
Ratings
Webex Calling
8.2
2 Ratings
7% above category average
Live chat00 Ratings8.22 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
NICE CXone
-
Ratings
Webex Calling
8.0
4 Ratings
6% above category average
User authentication00 Ratings8.04 Ratings
Participant roles & permissions00 Ratings8.04 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
NICE CXone
-
Ratings
Webex Calling
8.1
143 Ratings
1% below category average
Hosted PBX00 Ratings8.1106 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings7.9106 Ratings
Directory of employee names00 Ratings8.5135 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
NICE CXone
-
Ratings
Webex Calling
7.0
148 Ratings
15% below category average
Answering rules00 Ratings8.3132 Ratings
Call recording00 Ratings8.6126 Ratings
Call park00 Ratings8.5120 Ratings
Call screening00 Ratings8.3114 Ratings
Message alerts00 Ratings8.4127 Ratings
Business SMS/External Messaging00 Ratings3.61 Ratings
Online Fax00 Ratings4.51 Ratings
Voicemail Transcription00 Ratings5.83 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
NICE CXone
-
Ratings
Webex Calling
8.4
143 Ratings
2% below category average
Mobile app for iOS00 Ratings8.2127 Ratings
Mobile app for Android00 Ratings8.6115 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
NICE CXone
-
Ratings
Webex Calling
7.0
5 Ratings
6% below category average
Centralized communications management00 Ratings7.74 Ratings
Team messaging00 Ratings6.75 Ratings
Team document sharing00 Ratings6.45 Ratings
Call and meeting analytics00 Ratings7.15 Ratings
Best Alternatives
NICE CXoneWebex Calling
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 9.1 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.6 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
NICE CXoneWebex Calling
Likelihood to Recommend
8.4
(578 ratings)
7.9
(161 ratings)
Likelihood to Renew
9.3
(24 ratings)
9.8
(2 ratings)
Usability
8.4
(552 ratings)
9.1
(4 ratings)
Availability
3.7
(7 ratings)
-
(0 ratings)
Performance
9.2
(7 ratings)
-
(0 ratings)
Support Rating
7.9
(5 ratings)
8.6
(3 ratings)
In-Person Training
3.1
(4 ratings)
-
(0 ratings)
Online Training
7.0
(5 ratings)
-
(0 ratings)
Implementation Rating
8.0
(8 ratings)
-
(0 ratings)
Configurability
7.0
(4 ratings)
-
(0 ratings)
Ease of integration
7.0
(4 ratings)
-
(0 ratings)
Product Scalability
6.7
(7 ratings)
-
(0 ratings)
Vendor post-sale
4.4
(5 ratings)
-
(0 ratings)
Vendor pre-sale
4.4
(5 ratings)
-
(0 ratings)
User Testimonials
NICE CXoneWebex Calling
Likelihood to Recommend
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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Cisco
The audio is very clear, but when the two devices are close, there is considerable noise. Also the calling is quite expensive considering that there are countless free tools available which provide the same features. Call recording is an add on so there you need to think about whether it's worth purchasing or not. Also that it can be used on multiple devices with the app makes things easier. For small scale corporates and teams it's all good, but with respect to its competitors bringing so much on plate and that too for free, I rate it 6/10.
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Pros
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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Cisco
  • For example, with WebEx calling, it's an offer which include many features of each on-prem server and every features are included in WebEx calling. So that's something which is very appreciated by customer because they don't have to buy each server like it was the case. They just buy WebEx calling and they have many features. Even if they don't need it, they have it and we can give them the notice to use them and they can use it and they are very happy with this software.
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Cons
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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Cisco
  • It might be that we didn't have this package, but transcription capabilities were not included.
  • Sometimes, using Webex Calling would make my computer and other programs run slow
  • If screens were being shared, it required a lot of bandwidth and sometimes froze or glitched.
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Likelihood to Renew
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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Cisco
because have been using it and its easy to configure and manage
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Usability
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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Cisco
It is a very easy product to deploy and configure and to really take advantage of. It does not matter if you are using it in an office or your home, or for a security office or a collaboration meeting room - you have the right endpoint available for each case and the configuration parameters to improve the functionality you need.
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Reliability and Availability
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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Cisco
No answers on this topic
Performance
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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Cisco
No answers on this topic
Support Rating
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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Cisco
I have been working for a long time with Cisco as a provider and also Cisco TAC and Cisco Support Engineers. The support starts right beforehand in the documentation of the product you are interested in. From the start you have a good, complete, and detailed and easy to read datasheet and there's always someone available to answer any questions.
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In-Person Training
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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Cisco
No answers on this topic
Online Training
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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Cisco
No answers on this topic
Implementation Rating
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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Cisco
No answers on this topic
Alternatives Considered
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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Cisco
The differences between both software can be marginal in some aspects,
but for the campaign in a proffessional level it was a clear win to
Webex due the quality and security of the platform, being a Cisco
product has more impact on the final decision, and in the end the
overall experience has been great, having used Twilio in the past, that
last part is my personal opinion.
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Scalability
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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Cisco
No answers on this topic
Return on Investment
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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Cisco
  • I don't make decisions on ROI, but Webex Calling is used quite widely in the organization.
  • The ease of calling definitely makes it easy to coordinate across teams and geographies.
  • Good performance in low bandwidth situations means that employees with lower bandwidths don't necessarily need to upgrade internet speeds to have video calling.
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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.

Webex Calling Screenshots

Screenshot of Screenshot of Screenshot of Screenshot of Screenshot of