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Top Rated
576 Ratings
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91 Ratings

NICE CXone (formerly NICE inContact)

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Top Rated
576 Ratings
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Score 8.3 out of 100

Webex Calling

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91 Ratings
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Score 8.4 out of 100

Likelihood to Recommend

NICE CXone (formerly NICE inContact)

[NICE CXone (formerly NICE inContact)] has always been a huge help in terms of being able to prepare myself for who I am going to be receiving a call from. There is a feature that notifies you about what kind of customer is calling before you receive the call so it helps me mentally prepare myself for the kind of scenario that is going to be brought to my attention.
Edward Oberlton | TrustRadius Reviewer

Webex Calling

It is well suited where people cannot get interaction physically. it can be accessed anywhere anytime from any location without physically present to any locations even if you are traveling then also can use it without any problems but all you need some devices to this run on and a good internet connection that's it and you are good to go. For online meetings, there are no less appropriate cases by using Cisco Webex.
Raman Sehgal | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

NICE CXone (formerly NICE inContact)
8.1
Webex Calling
Agent dashboard
NICE CXone (formerly NICE inContact)
8.3
Webex Calling
Validate callers
NICE CXone (formerly NICE inContact)
8.3
Webex Calling
Outbound response
NICE CXone (formerly NICE inContact)
8.2
Webex Calling
Call forwarding
NICE CXone (formerly NICE inContact)
8.4
Webex Calling
Click-to-call (CTC)
NICE CXone (formerly NICE inContact)
8.5
Webex Calling
Warm transfer
NICE CXone (formerly NICE inContact)
8.5
Webex Calling
Predictive dialing
NICE CXone (formerly NICE inContact)
7.5
Webex Calling
Interactive voice response
NICE CXone (formerly NICE inContact)
8.0
Webex Calling
REST APIs
NICE CXone (formerly NICE inContact)
7.8
Webex Calling
Call scripts
NICE CXone (formerly NICE inContact)
8.0
Webex Calling
Call tracking
NICE CXone (formerly NICE inContact)
8.3
Webex Calling
Multichannel integration
NICE CXone (formerly NICE inContact)
7.9
Webex Calling
CRM software integration
NICE CXone (formerly NICE inContact)
7.9
Webex Calling

Workforce Optimization (WFO)

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

Cloud PBX

NICE CXone (formerly NICE inContact)
Webex Calling
8.7
Hosted PBX
NICE CXone (formerly NICE inContact)
Webex Calling
8.6
Multi-level Interactive Voice Response (IVR)
NICE CXone (formerly NICE inContact)
Webex Calling
8.5
User templates
NICE CXone (formerly NICE inContact)
Webex Calling
8.6
Call reports
NICE CXone (formerly NICE inContact)
Webex Calling
8.9
Directory of employee names
NICE CXone (formerly NICE inContact)
Webex Calling
8.9

Call Management

NICE CXone (formerly NICE inContact)
Webex Calling
8.6
Answering rules
NICE CXone (formerly NICE inContact)
Webex Calling
8.6
Call recording
NICE CXone (formerly NICE inContact)
Webex Calling
9.1
Call park
NICE CXone (formerly NICE inContact)
Webex Calling
8.1
Call screening
NICE CXone (formerly NICE inContact)
Webex Calling
8.3
Message alerts
NICE CXone (formerly NICE inContact)
Webex Calling
8.6

VoIP system collaboration

NICE CXone (formerly NICE inContact)
Webex Calling
8.9
Video conferencing
NICE CXone (formerly NICE inContact)
Webex Calling
8.8
Audio conferencing
NICE CXone (formerly NICE inContact)
Webex Calling
8.9
Video screen sharing
NICE CXone (formerly NICE inContact)
Webex Calling
9.1
Instant messaging
NICE CXone (formerly NICE inContact)
Webex Calling
8.7

Mobile apps

NICE CXone (formerly NICE inContact)
Webex Calling
8.5
Mobile app for iOS
NICE CXone (formerly NICE inContact)
Webex Calling
8.5
Mobile app for Android
NICE CXone (formerly NICE inContact)
Webex Calling
8.4

Pros

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

Webex Calling

  • Mobile use - Calling is extremely easy to use via mobile, making it easier for teams to work remotely and thus offer the organization and colleagues all of the benefits that come with this
  • Security - As this is a cloud-based solution, updates are easily implemented meaning better security, which is essential for the company overall.
Anonymous | TrustRadius Reviewer

Cons

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

Webex Calling

  • Sometimes confusing on how to sign on to the Webex
  • Takes 5-10 minutes to download so if you forget to download before the call they will have to wait and is awkward
  • Don’t see a difference between this and zoom calls
Maureen Trattner | TrustRadius Reviewer

Likelihood to Renew

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.6
Based on 15 answers
I will highly use inContact Cxone even if I am at a different company because, as I mentioned before, inContact makes it easy to manage, view reports, modify skills, and multitask. Also, it does not freeze, it is easy to resolve any issue, and easy to log in.
Anonymous | TrustRadius Reviewer

Webex Calling

No score
No answers yet
No answers on this topic

Usability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.5
Based on 358 answers
NICE [CXone (formerly NICE inContact)] is a great and safe tool for the entire company, but it still needs some adjustments like not needing to put the country code before every call, but putting everything together, NICE [CXone] surpassed expectations.
Ana Gomes | TrustRadius Reviewer

Webex Calling

Webex Calling 8.2
Based on 1 answer
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.
Anonymous | TrustRadius Reviewer

Reliability and Availability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.2
Based on 4 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

Webex Calling

No score
No answers yet
No answers on this topic

Performance

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.0
Based on 4 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

Webex Calling

No score
No answers yet
No answers on this topic

Support Rating

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

Webex Calling

Webex Calling 7.6
Based on 4 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.
Anonymous | TrustRadius Reviewer

In-Person Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 7.0
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

Webex Calling

No score
No answers yet
No answers on this topic

Online Training

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.3
Based on 3 answers
good stuff available online help section
Somveer Singh | TrustRadius Reviewer

Webex Calling

No score
No answers yet
No answers on this topic

Implementation Rating

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 8.2
Based on 7 answers
It took a while for the implementation but in our company was all good because we got the best people to handle the implementation. They were able to handle any questions or issues that users asked regarding the new tasks. At the moment, we are all good with this software.
Anonymous | TrustRadius Reviewer

Webex Calling

No score
No answers yet
No answers on this topic

Alternatives Considered

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

Webex Calling

All of these tools (Cisco Webex Calling, Microsoft Teams, and Zoom) have their strengths and weaknesses. I feel that I use Cisco Webex Calling most often even though all three of these tools are available to us. I love the personal meeting room, and think the screen sharing capabilities are the best among these tools.
Anonymous | TrustRadius Reviewer

Scalability

NICE CXone (formerly NICE inContact)

NICE CXone (formerly NICE inContact) 6.7
Based on 4 answers
The scalability is awesome because of the multiple uses it is able at performing for users. A large organization with several user can use this product in the same fashion that a smaller organization could. I believe the larger organization would see more benefits because of the users ability between communication coworkers
Anonymous | TrustRadius Reviewer

Webex Calling

No score
No answers yet
No answers on this topic

Return on Investment

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

Webex Calling

  • I would consider the heafty investment to be worth it as it has helped bring an element of cohesion between departments in the same division.
  • It has also shown to have positive reviews from our high-level executives when audio conferencing into high profile meetings. It is always important, in my opinion, to invest in technology that is going to keep your data and conversations safe.
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

NICE CXone (formerly NICE inContact)

General

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

NICE CXone (formerly NICE inContact) Editions & Modules

Additional Pricing Details

Webex Calling

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Webex Calling Editions & Modules

Edition
Basic Plan$0.001
Call Plan$12.001
Call + Meet Plan$20.001
Enterprise PlanContact Sales
  1. user/month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

NICE CXone (formerly NICE inContact)
8.3
Webex Calling
8.7

Likelihood to Renew

NICE CXone (formerly NICE inContact)
8.6
Webex Calling

Usability

NICE CXone (formerly NICE inContact)
8.5
Webex Calling
8.2

Reliability and Availability

NICE CXone (formerly NICE inContact)
7.2
Webex Calling

Performance

NICE CXone (formerly NICE inContact)
8.0
Webex Calling

Support Rating

NICE CXone (formerly NICE inContact)
7.4
Webex Calling
7.6

In-Person Training

NICE CXone (formerly NICE inContact)
7.0
Webex Calling

Online Training

NICE CXone (formerly NICE inContact)
8.3
Webex Calling

Implementation Rating

NICE CXone (formerly NICE inContact)
8.2
Webex Calling

Scalability

NICE CXone (formerly NICE inContact)
6.7
Webex Calling

Add comparison