NICE CXone vs Webex Calling

What users are saying about

Watch Demo

Try Webex Calling

Score 8.5 out of 10

Based on 752 reviews and ratings

Watch Demo

Score 8.7 out of 10

Based on 236 reviews and ratings

Try Webex Calling

Feature Set Ratings

Contact Center Software

8.3

NICE CXone

83%

Webex Calling

Feature Set Not Supported

N/A

NICE CXone ranks higher in 13/13 features

Agent dashboard

8.5

85%

507 Ratings

N/A

0 Ratings

Validate callers

8.5

85%

432 Ratings

N/A

0 Ratings

Outbound response

8.3

83%

448 Ratings

N/A

0 Ratings

Call forwarding

8.5

85%

405 Ratings

N/A

0 Ratings

Click-to-call (CTC)

8.7

87%

367 Ratings

N/A

0 Ratings

Warm transfer

8.7

87%

480 Ratings

N/A

0 Ratings

Predictive dialing

7.8

78%

294 Ratings

N/A

0 Ratings

Interactive voice response

8.3

83%

338 Ratings

N/A

0 Ratings

REST APIs

8.0

80%

270 Ratings

N/A

0 Ratings

Call scripts

8.2

82%

286 Ratings

N/A

0 Ratings

Call tracking

8.4

84%

460 Ratings

N/A

0 Ratings

Multichannel integration

8.3

83%

325 Ratings

N/A

0 Ratings

CRM software integration

8.2

82%

329 Ratings

N/A

0 Ratings

Workforce Optimization (WFO)

8.5

NICE CXone

85%

Webex Calling

Feature Set Not Supported

N/A

NICE CXone ranks higher in 9/9 features

Inbound call routing

8.6

86%

465 Ratings

N/A

0 Ratings

Omnichannel inbound routing

8.5

85%

336 Ratings

N/A

0 Ratings

Recording

8.6

86%

448 Ratings

N/A

0 Ratings

Quality management

8.6

86%

435 Ratings

N/A

0 Ratings

Call analytics

8.6

86%

441 Ratings

N/A

0 Ratings

Historical reporting

8.4

84%

433 Ratings

N/A

0 Ratings

Live reporting

8.6

86%

418 Ratings

N/A

0 Ratings

Customer surveys

8.4

84%

272 Ratings

N/A

0 Ratings

Customer interaction analytics

8.3

83%

285 Ratings

N/A

0 Ratings

Cloud PBX

NICE CXone

Feature Set Not Supported

N/A

8.5

Webex Calling

85%

Webex Calling ranks higher in 5/5 features

Hosted PBX

N/A

0 Ratings

8.6

86%

82 Ratings

Multi-level Interactive Voice Response (IVR)

N/A

0 Ratings

8.4

84%

82 Ratings

User templates

N/A

0 Ratings

8.4

84%

90 Ratings

Call reports

N/A

0 Ratings

8.3

83%

99 Ratings

Directory of employee names

N/A

0 Ratings

8.9

89%

100 Ratings

Call Management

NICE CXone

Feature Set Not Supported

N/A

8.8

Webex Calling

88%

Webex Calling ranks higher in 5/5 features

Answering rules

N/A

0 Ratings

8.7

87%

99 Ratings

Call recording

N/A

0 Ratings

8.8

88%

93 Ratings

Call park

N/A

0 Ratings

9.0

90%

92 Ratings

Call screening

N/A

0 Ratings

8.9

89%

92 Ratings

Message alerts

N/A

0 Ratings

8.8

88%

104 Ratings

VoIP system collaboration

NICE CXone

Feature Set Not Supported

N/A

9.0

Webex Calling

90%

Webex Calling ranks higher in 4/4 features

Video conferencing

N/A

0 Ratings

8.9

89%

105 Ratings

Audio conferencing

N/A

0 Ratings

9.2

92%

111 Ratings

Video screen sharing

N/A

0 Ratings

8.9

89%

105 Ratings

Instant messaging

N/A

0 Ratings

9.1

91%

101 Ratings

Mobile apps

NICE CXone

Feature Set Not Supported

N/A

8.9

Webex Calling

89%

Webex Calling ranks higher in 2/2 features

Mobile app for iOS

N/A

0 Ratings

8.9

89%

99 Ratings

Mobile app for Android

N/A

0 Ratings

9.0

90%

94 Ratings

Attribute Ratings

Webex Calling is rated higher in 3 areas: Likelihood to Renew, Usability, Support Rating
NICE CXone and Webex Calling are tied in 1 area: Likelihood to Recommend

NICE CXone

85%

543 Ratings

8.5

Webex Calling

85%

117 Ratings

NICE CXone

65%

21 Ratings

9.6

Webex Calling

96%

2 Ratings

NICE CXone

87%

529 Ratings

10.0

Webex Calling

100%

2 Ratings

NICE CXone

55%

7 Ratings

Webex Calling

N/A

0 Ratings

NICE CXone

81%

7 Ratings

Webex Calling

N/A

0 Ratings

NICE CXone

74%

6 Ratings

9.9

Webex Calling

99%

5 Ratings

NICE CXone

59%

4 Ratings

Webex Calling

N/A

0 Ratings

NICE CXone

78%

5 Ratings

Webex Calling

N/A

0 Ratings

NICE CXone

81%

9 Ratings

Webex Calling

N/A

0 Ratings

NICE CXone

65%

7 Ratings

Webex Calling

N/A

0 Ratings

Pros

Made work from home easy - We just have to login and start calling - No landlines.
Easy to extract daily, monthly reports from NICE [CXone] web app.
Easy to monitor agents online - who is logged in and who is not.
Fast and reliable - Just need internet.

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Charanjeet Singh

Senior Business Analyst

FIS GlobalBanking, 10,001+ employees

View all 543 answers on this topic

Webex Calling is web-based so no additional system setup is required to avail its functionality and be used on multiple devices.
Crystal-clear audio with an advanced noise cancellation feature to eliminate all background voices.
Voicemail feature which allows you to drop a voice message to your colleagues without disturbing them.

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Bahati Asher FAITH

Administrative Assistant

Appnomu Savings and LoansFinancial Services, 51-200 employees

View all 117 answers on this topic

Cons

Occasionally the server will disconnect and we lose phone functionality.
Calls get "stuck" in the queue when they don't exist.
Can't remove commitments very easily when they are made.
Kicks you out after 2 hours. Making it annoying how you have to log back in.

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Verified User

Supervisor in Customer Service

Security & Investigations Company, 51-200 employees

View all 543 answers on this topic

Recorded messages cannot be exported nor can they be shared between call queues.
There is no native voicemail to text ability. This is available through a third-party.
User locations cannot be changed without removing the user's license. After the location is changed the user can be re-licensed. This results in the user losing their voicemail setup and other call settings.
Phones must be factory reset in order to be assigned to a different user. A work-around is possible for organizations with higher than normal employee turn-over.

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Verified User

Engineer in Information Technology

Information Technology & Services Company, 201-500 employees

View all 117 answers on this topic

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

Starting Price

—

NICE CXone Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

Optional

Starting Price

$17 per month per user

Webex Calling Editions & Modules

Edition

Basic Plan	$0.00¹
Call Plan	$17.00¹
Call + Meet Plan	$25.00¹
Enterprise Plan	Contact Sales

user/month
none

Additional Pricing Details

—

Likelihood to Renew

NICE CXone 6.5

Based on 21 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.

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Vinicius Leite

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 21 answers on this topic

Webex Calling 9.6

Based on 2 answers

because have been using it and its easy to configure and manage

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Ramnik Singh

Collaboration and Contact Center Consultant

Kytec (AU)Information Technology & Services, 51-200 employees

View all 2 answers on this topic

Usability

NICE CXone 8.7

Based on 529 answers

In work from home setup, this is very suitable with the lack of a physical phone. Albeit it relies on internet connectivity, but it does what is expected even in office setup. Less bandwidth, especially when we have multiple apps open to support each calls. It just needs more option tailored to our business need to make sure calls are routed properly to each correct department.

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Loreto Destura

Sales Solution Architect

IBM Business ServicesInformation Technology & Services, 201-500 employees

View all 529 answers on this topic

Webex Calling 10.0

Based on 2 answers

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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Verified User

Partner in Professional Services

Information Technology and Services Company, 201-500 employees

View all 2 answers on this topic

Reliability and Availability

NICE CXone 5.5

Based on 7 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

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Performance

NICE CXone 8.1

Based on 7 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.

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Verified User

Employee in Customer Service

Financial Services Company, 201-500 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Support Rating

NICE CXone 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.

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Kevin Lintner

Data Analyst

Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees

View all 6 answers on this topic

Webex Calling 9.9

Based on 5 answers

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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Verified User

Partner in Professional Services

Information Technology and Services Company, 201-500 employees

View all 5 answers on this topic

In-Person Training

NICE CXone 5.9

Based on 4 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.

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Verified User

Technician in Information Technology

Insurance Company, 1001-5000 employees

View all 4 answers on this topic

No score

No answers yet

No answers on this topic

Online Training

NICE CXone 7.8

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.

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Dailson Laurentino

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 employees

View all 5 answers on this topic

No score

No answers yet

No answers on this topic

Implementation Rating

NICE CXone 8.1

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.

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Dailson Laurentino

Assessor de Relacionamento Pleno

Icatu SegurosInsurance, 501-1000 employees

View all 9 answers on this topic

No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

View all 543 answers on this topic

Webex Calling gives a much fuller experience due to the coverage across so many of the areas within Collaboration. Webex manages to bring together many tools into one toolbox, providing a fully immersive experience for the customer which I have yet to see from any of the competitors playing in the same market.

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Verified User

Manager in Sales

Information Technology & Services Company, 51-200 employees

View all 117 answers on this topic

Scalability

NICE CXone 6.5

Based on 7 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.

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Vinicius Leite

financial advice

Icatu SegurosSecurity & Investigations, 1001-5000 employees

View all 7 answers on this topic

No score

No answers yet

No answers on this topic

Return on Investment

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.

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Gordon Ng

Typist

Department of Mental HealthGovernment Administration, 201-500 employees

View all 543 answers on this topic

Communicating with the team and others in our non-profit organization has been improved.
The ability to stay in the calls and text with others is seamless.
Having applications on multiple platforms is good since people on our team use different devices.

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Sharon Kato

Communications Specialist

Shiloh Community InitiativeNon-profit Organization Management, 11-50 employees

View all 117 answers on this topic

Screenshots

See All (10) NICE CXone Screenshots

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NICE CXone

Webex Calling

NICE CXone

Webex Calling

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

NICE CXone

Webex Calling

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

NICE CXone

Webex Calling

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

NICE CXone

Webex Calling

Answering rules

Call recording

Call park

Call screening

Message alerts

NICE CXone

Webex Calling

Video conferencing

Audio conferencing

Video screen sharing

Instant messaging

NICE CXone

Webex Calling

Mobile app for iOS

Mobile app for Android

NICE CXone

Webex Calling

NICE CXone

Webex Calling

NICE CXone

Webex Calling

NICE CXone

Webex Calling

NICE CXone

Webex Calling

NICE CXone

Webex Calling

NICE CXone

Webex Calling

NICE CXone

Webex Calling

NICE CXone

Webex Calling

NICE CXone

Webex Calling

Likelihood to Recommend

NICE CXone

Webex Calling

Pros

NICE CXone

Webex Calling

Cons

NICE CXone