What users are saying about
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Top Rated
752 Ratings
NICE CXone
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Top Rated
752 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.5 out of 100
Based on 752 reviews and ratings
Webex Calling
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Top Rated
236 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.7 out of 100
Based on 236 reviews and ratings
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
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
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
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
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
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
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
Likelihood to Recommend
8.5
NICE CXone
85%
543 Ratings
8.5
Webex Calling
85%
117 Ratings
Likelihood to Renew
6.5
NICE CXone
65%
21 Ratings
9.6
Webex Calling
96%
2 Ratings
Usability
8.7
NICE CXone
87%
529 Ratings
10.0
Webex Calling
100%
2 Ratings
Availability
5.5
NICE CXone
55%
7 Ratings
Webex Calling
N/A
0 Ratings
Performance
8.1
NICE CXone
81%
7 Ratings
Webex Calling
N/A
0 Ratings
Support Rating
7.4
NICE CXone
74%
6 Ratings
9.9
Webex Calling
99%
5 Ratings
In-Person Training
5.9
NICE CXone
59%
4 Ratings
Webex Calling
N/A
0 Ratings
Online Training
7.8
NICE CXone
78%
5 Ratings
Webex Calling
N/A
0 Ratings
Implementation Rating
8.1
NICE CXone
81%
9 Ratings
Webex Calling
N/A
0 Ratings
Product Scalability
6.5
NICE CXone
65%
7 Ratings
Webex Calling
N/A
0 Ratings
Likelihood to Recommend
NICE CXone
Personally, I encountered problems when I used a different tool. But after using Nice CXone, I was able to understand my client in each in every call that I handle. Also, its interface is easier to navigate and use. It is user-friendly, well developed, and convenient for everyone.

Verified User
Employee in Customer Service
Outsourcing/Offshoring Company, 501-1000 employeesWebex Calling
Eliminate the need to switch windows to share files, screens, or communications. You can set up a call queue so that callers receive an automated response, comfort messages, and music on hold while they wait for someone to answer their call. Create a call pickup group for users to answer each other's calls, boosting teamwork and collaboration. You can enable call park, which allows customers to put a call on hold and answer from another phone.
Scrum developer
MphasisInformation Technology & Services, 10,001+ employees
Pros
NICE CXone
- 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.
Senior Business Analyst
FIS GlobalBanking, 10,001+ employees
Webex Calling
- 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.
Administrative Assistant
Appnomu Savings and LoansFinancial Services, 51-200 employees
Cons
NICE CXone
- 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.

Verified User
Supervisor in Customer Service
Security & Investigations Company, 51-200 employeesWebex Calling
- 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.

Verified User
Engineer in Information Technology
Information Technology & Services Company, 201-500 employeesPricing Details
NICE CXone
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—NICE CXone 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
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
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Webex Calling
Webex Calling 9.6
Based on 2 answers
because have been using it and its easy to configure and manage
Collaboration and Contact Center Consultant
Kytec (AU)Information Technology & Services, 51-200 employees
Usability
NICE CXone
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.
Sales Solution Architect
IBM Business ServicesInformation Technology & Services, 201-500 employees
Webex Calling
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.

Verified User
Partner in Professional Services
Information Technology and Services Company, 201-500 employeesReliability and Availability
NICE CXone
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

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesWebex Calling
No score
No answers yet
No answers on this topic
Performance
NICE CXone
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.

Verified User
Employee in Customer Service
Financial Services Company, 201-500 employeesWebex Calling
No score
No answers yet
No answers on this topic
Support Rating
NICE CXone
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.
Data Analyst
Chickasaw Nation Industries, Inc.Government Relations, 1001-5000 employees
Webex Calling
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.

Verified User
Partner in Professional Services
Information Technology and Services Company, 201-500 employeesIn-Person Training
NICE CXone
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.

Verified User
Technician in Information Technology
Insurance Company, 1001-5000 employeesWebex Calling
No score
No answers yet
No answers on this topic
Online Training
NICE CXone
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Webex Calling
No score
No answers yet
No answers on this topic
Implementation Rating
NICE CXone
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.
Assessor de Relacionamento Pleno
Icatu SegurosInsurance, 501-1000 employees
Webex Calling
No score
No answers yet
No answers on this topic
Alternatives Considered
NICE CXone
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesWebex Calling
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.

Verified User
Manager in Sales
Information Technology & Services Company, 51-200 employeesScalability
NICE CXone
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.
financial advice
Icatu SegurosSecurity & Investigations, 1001-5000 employees
Webex Calling
No score
No answers yet
No answers on this topic
Return on Investment
NICE CXone
- 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.
Typist
Department of Mental HealthGovernment Administration, 201-500 employees
Webex Calling
- 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.
Communications Specialist
Shiloh Community InitiativeNon-profit Organization Management, 11-50 employees